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Clarity SM vs TeamSupport comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Clarity SM
Ranking in Help Desk Software
24th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
IT Service Management (ITSM) (26th)
TeamSupport
Ranking in Help Desk Software
44th
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.0%, up from 0.8% compared to the previous year. The mindshare of TeamSupport is 0.3%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Türker Kara - PeerSpot reviewer
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
it_user1343835 - PeerSpot reviewer
Stable, easy to install, and cost effective, but it needs better integration and data management
It needs better integration with other tools like Jira. Better reporting and better data management are also needed. I believe the way they're structured is the flat file. So it'd be better if they actually used a database for the data storage, and a more robust portal. I would like more flexible reporting.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The view it provides into who's doing the work."
"Self-service interface means people can check their own tickets."
"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."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"The two most valuable features are the portal and reporting."
 

Cons

"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"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."
"I would like to see the API cleaned up."
"We would like more information about all the configurations that we have on our infrastructure side."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"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."
"The UI needs to be upgraded."
"One area that this product can improve is in the mobile user aspect."
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"The pricing is based on a subscription model."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"Pricing is simple, as it’s per concurrent analysts."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"I think pricing of this model is suitable for growing corporations."
"I don't see anyone other than large companies being able to afford this system."
"The solution is quite reasonable compared to other solutions in the market."
"The price is approximately $70 per agent, per month."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Manufacturing Company
10%
Financial Services Firm
10%
Government
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Comparisons

No data available
 

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
No data available
 

Overview

 

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Nokia, American Lung Association, Fujifilm, NBA, Comcast
Find out what your peers are saying about Clarity SM vs. TeamSupport and other solutions. Updated: June 2025.
859,545 professionals have used our research since 2012.