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.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
We were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The customer's replies being directly fed into Zendesk and us being notified of those updates, being able to customize the updates as a specific user.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
All the data we collect has been invaluable for improving features and impacting various teams, including product, engineering, and marketing.
Zendesk can scale from very small companies to very large ones.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
It would be beneficial to gather all this information and use it through an AI that agents can utilize to better assist customers.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
| Product | Market Share (%) |
|---|---|
| Zendesk | 4.9% |
| Clarity SM | 1.3% |
| Other | 93.8% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 35 |
| 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.
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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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