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."Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It is very easy to make reports."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"We can have all our requests and incidents registered in one system."
"Service Manager gives us a single system where everything is centralized in one base."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The initial setup is easy."
"Technical support is pretty good."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"Asset management and branding are two areas in the solution that have scope for improvement."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"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."
"The interface could be better."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"Customization can be difficult at times because scripting is often required."
"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."
"The product's technical support services need improvement."
"Service Manager would be improved with access to automation."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
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Freshdesk is ranked 9th in Help Desk Software with 27 reviews while OpenText Service Manager [EOL] is ranked 17th 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, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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