We performed a comparison between Clarity SM and Freshdesk 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."When users have a problem, they report using Service Desk and it is very useful for this."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"It has a good GUI interface."
"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."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"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."
"The initial setup is pretty straightforward."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It is very easy to make reports."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Technical support is outstanding."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"The UI needs to be upgraded."
"One area that this product can improve is in the mobile user aspect."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"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."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like on-the-go translation,"
"Technical support is not the best. It could be much, much better and offer better support to users."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Freshdesk is ranked 9th in Help Desk Software with 27 reviews. Clarity SM is rated 7.8, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk. See our Clarity SM vs. Freshdesk report.
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