Clarity SM and Freshdesk compete in the service management space. Based on features, ease of use, and price, Freshdesk appears to have the upper hand with its user-friendly experience and competitive pricing.
Features: Clarity SM offers functionalities like robust SLAs, KPIs, and comprehensive incident management. It's highly customizable, allowing integration with external databases. Freshdesk is known for its ease of use, providing email and social media ticketing, automation, and reporting tools.
Room for Improvement: Clarity SM users seek improvements in scalability, UX, and integration complexities. Reporting and customization are also challenging. Freshdesk users desire stronger integrations, enhanced dashboards, and simplified management for team collaborations.
Ease of Deployment and Customer Service: Clarity SM is typically deployed on-premises, and its technical support has mixed reviews. Freshdesk is primarily cloud-based, praised for its quick and helpful customer service.
Pricing and ROI: Clarity SM is priced high, targeting large organizations with flexible licensing per analyst. Freshdesk offers various competitively priced plans suitable for businesses of all sizes, providing good ROI due to its cost-effectiveness.
People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
The first-time response should be within 30 seconds.
From my experience, once it is set up, we have never had problems.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
After installation and continuous operation, I have encountered no problems.
Freshdesk has been quite stable in the market.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
I wish for improvements related to the pricing point to enhance the overall experience.
Our organization pays about 200,000 Indian rupees per year for the license.
It's worth the money that you have to pay for it.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
So everything which is flowing there ultimately flows into ServiceNow to give a 360-degree view of how well the support is running.
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 3.0% |
| Clarity SM | 1.4% |
| Other | 95.6% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 6 |
| Large Enterprise | 12 |
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...
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
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