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pricing, service and support, easy of deployment, and ROI."Service Manager does what it should, but it's quite outdated."
"It's pretty well-structured in modules."
"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."
"Technical support is pretty good."
"The initial setup is easy."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"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."
"The initial setup is simple and straightforward."
"The stability has been very good."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Zendesk Support has a lot of good APIs."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"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."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"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."
"Their end-user interface and technical support features could be improved."
"I don't see anything lacking."
"Customization can be difficult at times because scripting is often required."
"Service Manager would be improved with access to automation."
"The solution does not interface well with other products and is difficult to implement."
"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 solution could integrate better with QR codes from some websites such as Facebook."
"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 solution itself wasn't easy to set up."
"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."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"The dashboard could be better."
"You couldn't give administrative access to new hires."
OpenText Service Manager is ranked 16th 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 "Excellent pricing with great change management and service management capabilities". 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, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo, 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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