We performed a comparison between OpenText Service Manager [EOL] and TeamSupport based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"The solution is simple to set up."
"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 initial setup is easy."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"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 two most valuable features are the portal and reporting."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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 solution does not interface well with other products and is difficult to implement."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"It needs better integration with other tools like Jira."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
Earn 20 points
OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while TeamSupport is ranked 42nd in Help Desk Software. OpenText Service Manager [EOL] is rated 7.2, while TeamSupport is rated 7.0. The top reviewer of OpenText Service Manager [EOL] 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 TeamSupport writes "Stable, easy to install, and cost effective, but it needs better integration and data management". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas TeamSupport is most compared with .
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
