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."The organization that is possible with other departments is the solution's most valuable aspect."
"Technical support is outstanding."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The UI is easy to use."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"It is very easy to make reports."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Technical support is pretty good."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager gives us a single system where everything is centralized in one base."
"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."
"It's pretty well-structured in modules."
"We can have all our requests and incidents registered in one system."
"The initial setup is easy."
"It should enhance its service and its reporting capabilities."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"Service Manager would be improved with access to automation."
"Customization can be difficult at times because scripting is often required."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"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."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Their end-user interface and technical support features could be improved."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
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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