We performed a comparison between Clarity SM, Freshdesk, and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."You can customize it and make it work to the client's needs."
"As of late, I really like the BI functions."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"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."
"The in-service catalog is quite useful."
"The view it provides into who's doing the work."
"It is the most stable product in the market."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The UI is easy to use."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"It is very easy to make reports."
"Omnichannel is one of the most valuable features of the solution."
"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."
"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."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"It was easy to integrate Spiceworks with our existing setup."
"Spiceworks is generic and free."
"The most valuable features are the inventory and personalization."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"Tickets by e-mail, with actions by hastag."
"It's easy to understand."
"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 SDM administration and customisation needS deep information about architecture and vendor support continuously."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"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."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"It should enhance its service and its reporting capabilities."
"I would like to see a little bit more color in the solution."
"I would like on-the-go translation,"
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Sometimes, it can be difficult to integrate what you need."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"The SNMP sniffer requires a lot of work to get right."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
