We performed a comparison between OpenText Service Manager [EOL] and Zoho Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"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 workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"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."
"Technical support is pretty good."
"Service Manager does what it should, but it's quite outdated."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The ticketing feature is very easy to use, compared to other systems."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The product has a lot of features."
"The solution doesn't have any bugs."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The product is quite stable."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The initial setup is easy."
"Service Manager would be improved with access to automation."
"Their end-user interface and technical support features 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."
"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."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement with the pricing."
"As per customer requirements, it may have some limitations."
"It could be easier to link Zoho Desk and Outlook."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"The solution should provide an option to autofill some values while creating tickets."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
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OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. OpenText Service Manager [EOL] is rated 7.2, while Zoho Desk is rated 8.4. 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 Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". 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 Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk.
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