We performed a comparison between Freshdesk 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."Technical support is outstanding."
"It is very easy to make reports."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is quite easy to program custom apps and integrate them."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The UI is easy to use."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"It's easy to scale."
"The initial setup is easy."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager gives us a single system where everything is centralized in one base."
"It gives us better understanding and control of service management."
"It can adapt to any process in the organization."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"I would like on-the-go translation,"
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"It should enhance its service and its reporting capabilities."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"The product's technical support services need improvement."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Freshdesk is rated 8.4, while OpenText Service Manager 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 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 BMC Helix ITSM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our Freshdesk vs. OpenText Service Manager report.
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