Clarity SM and Freshdesk compete in the service management space. Based on features, ease of use, and price, Freshdesk appears to have the upper hand with its user-friendly experience and competitive pricing.
Features: Clarity SM offers functionalities like robust SLAs, KPIs, and comprehensive incident management. It's highly customizable, allowing integration with external databases. Freshdesk is known for its ease of use, providing email and social media ticketing, automation, and reporting tools.
Room for Improvement: Clarity SM users seek improvements in scalability, UX, and integration complexities. Reporting and customization are also challenging. Freshdesk users desire stronger integrations, enhanced dashboards, and simplified management for team collaborations.
Ease of Deployment and Customer Service: Clarity SM is typically deployed on-premises, and its technical support has mixed reviews. Freshdesk is primarily cloud-based, praised for its quick and helpful customer service.
Pricing and ROI: Clarity SM is priced high, targeting large organizations with flexible licensing per analyst. Freshdesk offers various competitively priced plans suitable for businesses of all sizes, providing good ROI due to its cost-effectiveness.
People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings.
Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.
They can easily send an email to support, and a ticket gets generated for the IT person.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Freshdesk has been quite stable in the market.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Our organization pays about 200,000 Indian rupees per year for the license.
The pricing experience is relatively competitive, so it is cost-effective.
The setup cost and licensing are very good.
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn.
Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.
| Product | Mindshare (%) |
|---|---|
| Freshdesk | 3.1% |
| Clarity SM | 1.8% |
| Other | 95.1% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 6 |
| Large Enterprise | 14 |
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...
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
