We performed a comparison between Clarity SM and ConnectWise PSA 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."We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"It helps when you have an incident or performing a problem change management process."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"It is the most stable product in the market."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"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."
"You can customize it and make it work to the client's needs."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"It's a nice ticketing system."
"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 product has been pretty stable so far."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The initial setup isn't too difficult."
"The platform is easy to use."
"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."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The UI needs to be upgraded."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"The monitoring tool is in need of improvement."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"We would like more information about all the configurations that we have on our infrastructure side."
"One area that this product can improve is in the mobile user aspect."
"More user experience in the look and feel of the application. "
"The tracking inventory or the way it tracks the products is not very good."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"ConnectWise PSA’s graphical interface is a little old."
"The custom reporting needs to be improved."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. Clarity SM is rated 7.8, while ConnectWise PSA is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus. See our Clarity SM vs. ConnectWise PSA report.
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