We performed a comparison between Agiloft Service Desk Suite and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"It gives us better understanding and control of service management."
"Service Manager gives us a single system where everything is centralized in one base."
"The initial setup is easy."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's pretty well-structured in modules."
"Technical support is pretty good."
"Its flexibility and ease of customization are its most valuable features."
"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."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The solution does not interface well with other products and is difficult to implement."
"The interface could be better."
"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."
"I don't see anything lacking."
"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."
"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."
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Agiloft Service Desk Suite is ranked 40th in Help Desk Software while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. Agiloft Service Desk Suite is rated 9.6, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, 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". Agiloft Service Desk Suite is most compared with BMC Helix ITSM, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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