We performed a comparison between Clarity SM and LiveAgent based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"It has a good GUI interface."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"The view it provides into who's doing the work."
"When users have a problem, they report using Service Desk and it is very useful for this."
"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."
"The database and the power that is driven behind the database."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"The UI needs to be upgraded."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"We would like more information about all the configurations that we have on our infrastructure side."
"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."
"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."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"Connection to other softwares could be improved."
"There are other products that are more popular."
Earn 20 points
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while LiveAgent is ranked 33rd in Help Desk Software. Clarity SM is rated 7.8, while LiveAgent is rated 8.0. 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 LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas LiveAgent is most compared with .
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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