We performed a comparison between OpenText Service Manager 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."It can adapt to any process in the organization."
"It's pretty well-structured in modules."
"The solution is simple to set up."
"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."
"Technical support is pretty good."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Service Manager does what it should, but it's quite outdated."
"Its flexibility and ease of customization are its most valuable features."
"Zendesk Support has a lot of good APIs."
"The stability has been very good."
"We rarely had issues with Zendesk."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"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's a very stable tool, very powerful."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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."
"Customization can be difficult at times because scripting is often required."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"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."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The solution itself wasn't easy to set up."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The support team is time-consuming, and they don't find the answer to our problem."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. OpenText Service Manager is rated 7.2, while Zendesk is rated 8.2. The top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our OpenText Service Manager vs. Zendesk report.
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