We performed a comparison between OpenText Service Manager [EOL] and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It gives us better understanding and control of service management."
"We can have all our requests and incidents registered in one system."
"Service Manager's best features are flexibility and customizability."
"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."
"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."
"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 solution is simple to set up."
"We rarely had issues with Zendesk."
"Zendesk Support has a lot of good APIs."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The stability has been very good."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It is a scalable solution."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The interface could be better."
"Customization can be difficult at times because scripting is often required."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"The dashboard could be better."
"The price of the solution should be reduced."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"It needs to improve in terms of its flexibility, price, and installation."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 48 reviews while Zendesk is ranked 11th in Help Desk Software with 57 reviews. OpenText Service Manager [EOL] is rated 7.2, while Zendesk is rated 8.2. 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 Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) 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.
