We performed a comparison between ConnectWise PSA and OpenText Service Manager 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."The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"Contains every feature that a VAR or MSP would want."
"It's a nice ticketing system."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The product has been pretty stable so far."
"The initial setup isn't too difficult."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"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."
"It can adapt to any process in the organization."
"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."
"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."
"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."
"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"Service Manager does what it should, but it's quite outdated."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"It needs to be easier to share tickets between users who need to work together."
"The custom reporting needs to be improved."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"The tracking inventory or the way it tracks the products is not very good."
"The interface could be better."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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 is at the end of its life. The architecture, performance, and look are all way behind."
"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."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. ConnectWise PSA is rated 8.2, while OpenText Service Manager is rated 7.2. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, 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". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our ConnectWise PSA vs. OpenText Service Manager report.
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