We performed a comparison between OpenText Service Manager and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Its flexibility and ease of customization are its most valuable features."
"It gives us better understanding and control of service management."
"Technical support is pretty good."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"It's easy to scale."
"Service Manager does what it should, but it's quite outdated."
"The solution is simple to set up."
"Once installed, it runs like a charm and doesn't ever crash."
"It is easy to use."
"SolarWinds is scalable as far as adding devices and servers."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"The most valuable feature of this solution is the assets management module."
"Customization can be difficult at times because scripting is often required."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"Service Manager would be improved with access to automation."
"The interface could be better."
"This solution needs to have mobile application support added."
"A little outdated compared to newer products that include protection and detection."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"It would be good if there were training and tutorial videos on the Web Help Desk."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. OpenText Service Manager is rated 7.2, while SolarWinds Web Help Desk is rated 7.6. 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 SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.
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