We performed a comparison between Clarity SM and ConnectWise Manage based on real PeerSpot user reviews.Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"The UI is very user-friendly."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"The initial setup is pretty straightforward."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"The product has been pretty stable so far."
"The initial setup isn't too difficult."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"It's a nice ticketing system."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"There are some issues regarding the knowledge base and the configuration manager."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"The custom reporting needs to be improved."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"The tracking inventory or the way it tracks the products is not very good."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
What is ConnectWise Manage?
ConnectWise Manage is a proven Professional Service Automation (PSA) solution that works with your Managed Service Provider (MSP) or Technology Success Provider (TSP) to ensure everything is working right. ConnectWise Manage will create a single view via a single data layer, so you can clarify and streamline what’s actually happening in your business at all times.
Here are some key features available with ConnectWise Manage:
Reviews from Real Users
“It's completely integrated and does everything we want it to do,” says Rick M., director of business development at Frontblade Systems Inc.
Another reviewer, who is an IT specialist at a tech service company relates, “Reliable ticketing system, that is easy to install and is easy to scale”
Clarity SM is ranked 27th in Help Desk Software with 4 reviews while ConnectWise Manage is ranked 6th in Help Desk Software with 13 reviews. Clarity SM is rated 7.0, while ConnectWise Manage is rated 8.2. The top reviewer of Clarity SM writes "Flexible and easy to customize but needs to update its user interface". On the other hand, the top reviewer of ConnectWise Manage writes "Its macros, shortcuts and custom queries are really helpful ". Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, BMC Helix ITSM and Freshservice, whereas ConnectWise Manage is most compared with ServiceNow, JIRA Service Management, Datto Autotask Professional Services Automation, ManageEngine ServiceDesk Plus and Kaseya BMS. See our Clarity SM vs. ConnectWise Manage report.
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