We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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 can adapt to any process in the organization."
"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 most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The ticketing feature is very easy to use, compared to other systems."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
"For what it does, it's quite cheap."
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
Micro Focus Service Manager is ranked 24th in Help Desk Software with 4 reviews while Zoho Desk is ranked 22nd in Help Desk Software with 2 reviews. Micro Focus Service Manager is rated 6.2, while Zoho Desk is rated 8.6. The top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". On the other hand, the top reviewer of Zoho Desk writes "Cloud-based, easy to use, and inexpensive". Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, ManageEngine ServiceDesk Plus, IBM Maximo and JIRA Service Management, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, Spiceworks and Serviceaide Intelligent Service Management. See our Micro Focus Service Manager vs. Zoho Desk report.
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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.