We performed a comparison between Freshdesk and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The UI is easy to use."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is quite easy to program custom apps and integrate them."
"We can have all our requests and incidents registered in one system."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The initial setup is easy."
"Service Manager's best features are flexibility and customizability."
"It's pretty well-structured in modules."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Service Manager does what it should, but it's quite outdated."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"I would like to see a little bit more color in the solution."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Customization can be difficult at times because scripting is often required."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"Service Manager would be improved with access to automation."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
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Freshdesk is ranked 9th in Help Desk Software with 27 reviews while OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 48 reviews. Freshdesk is rated 8.4, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management.
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