We performed a comparison between Clarity SM and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"As of late, I really like the BI functions."
"We can search open and closed cases to find what we have done in other incidents."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"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."
"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."
"The solution's back-end architecture is very good for end users."
"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."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"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."
"The monitoring tool is in need of improvement."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"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."
"More user experience in the look and feel of the application. "
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"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."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Samanage is ranked 25th in Help Desk Software with 3 reviews. Clarity SM is rated 7.8, while Samanage 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 Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and Freshservice.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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