We performed a comparison between Clarity SM, Spiceworks, and TeamSupport based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"The initial setup is pretty straightforward."
"The value for the clients is that you can save information in the application and get reports with that information."
"It helps when you have an incident or performing a problem change management process."
"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."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"The solution is very stable. It's reliable and efficient."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It's easy to understand."
"Tickets by e-mail, with actions by hastag."
"The solution is easy to use and easy to manage."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"The two most valuable features are the portal and reporting."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We would like more information about all the configurations that we have on our infrastructure side."
"Report solutions are a little short."
"They should enhance the service desk manager's service point function to be more customizable."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"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."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"The SNMP sniffer requires a lot of work to get right."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"It needs better integration with other tools like Jira."
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