We performed a comparison between OpenText Service Manager and TOPdesk 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pricing, service and support, easy of deployment, and ROI."Service Manager does what it should, but it's quite outdated."
"Service Manager's best features are flexibility and customizability."
"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."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The solution is simple to set up."
"Its flexibility and ease of customization are its most valuable features."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The initial setup is easy."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is the reports."
"It is an easy-to-use solution."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"I don't see anything lacking."
"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 solution does not interface well with other products and is difficult to implement."
"Service Manager would be improved with access to automation."
"The product's technical support services need improvement."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"Change management implementation, facility management, and making reservations on assets can be improved."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. OpenText Service Manager is rated 7.2, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne. See our OpenText Service Manager vs. TOPdesk report.
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