We performed a comparison between Clarity SM and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The UI is very user-friendly."
"The database and the power that is driven behind the database."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"The initial setup is pretty straightforward."
"The most valuable features are the requests and incident tracking."
"When users have a problem, they report using Service Desk and it is very useful for this."
"This product has so many adjustment possibilities for many different clients."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Report solutions are a little short."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"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."
"I would like to see the API cleaned up."
"Ease of support and upgrades need much improvement."
"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."
"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."
"The API is very, very bad so we developed our own."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. Clarity SM is rated 7.8, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow.
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