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Clarity SM vs ConnectWise PSA comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Clarity SM
Ranking in Help Desk Software
24th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
IT Service Management (ITSM) (26th)
ConnectWise PSA
Ranking in Help Desk Software
20th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
20
Ranking in other categories
Business Management Software (1st), Professional Services Automation (PSA) (1st)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.1%, up from 0.9% compared to the previous year. The mindshare of ConnectWise PSA is 2.5%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Türker Kara - PeerSpot reviewer
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
JonMcWilliams - PeerSpot reviewer
Very useful for ticketing and billing purposes
In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​"
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"It has a good GUI interface."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"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."
"Right now, we are starting to be dependent on the CMDB a lot."
"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."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The platform is easy to use."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"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."
"The product has been pretty stable so far."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
 

Cons

"The CA products integrate well together but I would like to see better integration with third-party solutions."
"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."
"They should enhance the service desk manager's service point function to be more customizable."
"The product needs to have a better user experience in the interface and mobile functionality.​"
"​Compared to some of the other products, I think we are bit behind​.​"
"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."
"More user experience in the look and feel of the application. ​"
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"The tracking inventory or the way it tracks the products is not very good."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"The speed could be better, and the reporting could be a lot better."
"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."
"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."
"It needs to be easier to share tickets between users who need to work together."
"The technical support of ConnectWise PSA is not very good."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
 

Pricing and Cost Advice

"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"Pricing is simple, as it’s per concurrent analysts."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"The solution is quite reasonable compared to other solutions in the market."
"I don't see anyone other than large companies being able to afford this system."
"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"We're paying $940 a month for 14 users."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"The pricing of ConnectWise Manage is reasonable."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
9%
Manufacturing Company
9%
Performing Arts
8%
Computer Software Company
36%
Financial Services Firm
6%
Comms Service Provider
5%
Performing Arts
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for ConnectWise Manage?
In our case, the solution is priced out by the user we have in the system. The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's p...
What needs improvement with ConnectWise Manage?
The technical support of ConnectWise PSA is not very good.
 

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
ConnectWise Manage
 

Overview

 

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Find out what your peers are saying about Clarity SM vs. ConnectWise PSA and other solutions. Updated: June 2025.
860,632 professionals have used our research since 2012.