We performed a comparison between Clarity SM and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"The most valuable features are the requests and incident tracking."
"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."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"The view it provides into who's doing the work."
"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 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 feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The stability has been very good."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is a scalable solution."
"It's very convenient to use."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"We would like more information about all the configurations that we have on our infrastructure side."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"There are some issues regarding the knowledge base and the configuration manager."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"Ease of support and upgrades need much improvement."
"The upgrade was pretty complex."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The support team is time-consuming, and they don't find the answer to our problem."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It wasn't easy to set up so we're only using a third of all of the features,"
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The price of the solution should be reduced."
"The solution itself wasn't easy to set up."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Clarity SM is rated 7.8, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Clarity SM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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