Clarity SM and Zendesk are competitors in the service management solutions category. Clarity SM may have a slight lead in comprehensive service management through flexibility and tool integration, while Zendesk stands out for user-friendly ticket management and cloud-based helpdesk capabilities.
Features: Clarity SM enables flexibility and integration with existing systems, offering extensive functionalities like SLA/KPI calculations, a service catalog, and incident management. It also supports complex problem management. On the other hand, Zendesk is noted for strong ticket management, ease of customization, integration with third-party applications, and an intuitive interface that enhances user satisfaction.
Room for Improvement: Clarity SM can improve by updating its user interface and simplifying complex integration requirements. Its stability issues and reporting capabilities also need enhancement. Conversely, Zendesk could address challenges in customization and scalability. Users have reported improvements in channel integration and reporting features but find its mobile application slow and lacking in usability.
Ease of Deployment and Customer Service: Clarity SM focuses on on-premises deployment, which suits large enterprises requiring localized control but struggles with complex implementations and inconsistent support. Zendesk offers flexible deployment across private, public, and hybrid clouds, which simplifies the process but raises customer service concerns due to its high costs and variable support quality.
Pricing and ROI: Clarity SM is often perceived as having higher costs, though it provides favorable licensing for concurrent users, benefiting large enterprises with better ROI. Smaller companies may find these costs prohibitive. Zendesk's pricing, seen as expensive, varies with its plans, and while subscription costs can increase with upgrades and add-ons, it adds value through enhanced workflows and improved customer satisfaction.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
The stability has been quite reliable.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
It is not the cheapest solution nor the most expensive, but it provides value for money.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
| Product | Market Share (%) |
|---|---|
| Zendesk | 4.6% |
| Clarity SM | 1.2% |
| Other | 94.2% |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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