We performed a comparison between Clarity SM, Kayako, and ManageEngine ServiceDesk Plus 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."
"When users have a problem, they report using Service Desk and it is very useful for this."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"This product has so many adjustment possibilities for many different clients."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"We are benefiting by being able to put time to what our technicians are doing."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"There are a lot of great templates that you can take advantage of."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"ManageEngine provides additional modules that we can integrate in the future."
"I am enjoying the report features, they are quite good."
"There's no problem with the software."
"The solution overall has been quite stable."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"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 interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"The API is very, very bad so we developed our own."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"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."
"Report solutions are a little short."
"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."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"Lacks some flexibility in the configuration of workflows."
"The service delivery could be improved."
"The product's asset management tool needs improvement."
"The interface is not the best. The user interface could be more intuitive."
"Improvement is needed in the Software Assets Management functionality."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
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