We performed a comparison between Clarity SM and Infraon Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The solution's back-end architecture is very good for end users."
"Time sheets are a powerful tool."
"It is the most stable product in the market."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"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."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"Report solutions are a little short."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"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."
"Better connectivity and integration with more collaborative platforms would be helpful."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
Earn 20 points
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Infraon Desk is ranked 39th in Help Desk Software. Clarity SM is rated 7.8, while Infraon Desk is rated 7.6. 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 Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Infraon Desk is most compared with .
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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