We performed a comparison between Freshdesk and OpenText Extended ECM based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The UI is easy to use."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is quite easy to program custom apps and integrate them."
"It is very easy to make reports."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Technical support is outstanding."
"An SAP user can store documents directly into OpenText without a connector."
"Simplicity to roll out, features available, customization options."
"We can configure the solution with any industry's products per customer requirements."
"WebReports has a lot of capabilities that offer good opportunities to customize the applications the way we want to."
"The integration of a document management platform with many other applications, e.g. SAP, SuccessFactors, Salesforce, SharePoint, etc."
"Being able to search is valuable. Its search is pretty powerful. We are able to search for specific text, and it points us to the document that has that text. That is pretty powerful."
"The ability to add metadata and use that to categorize information is a valuable feature of OpenText Extended ECM."
"Most of our customers are very fond of the upgraded smart user interface."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"I would like to see a little bit more color in the solution."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"I have not used it enough to start running into issues. Some of my technical guys could name a couple of things, but in terms of support, we did have challenges getting good responses from them."
"We had some issues with scalability in the production. So, I would rate it a five out of ten."
"Initially there can be stability issues due to unknown factors such as usage of the system, quantity of documents ingested, load during peak hours."
"Pricing could be improved and the stability or the performance needs improvement, which is very important."
"The tool's documentation is not proper and has missing information like steps."
"We are looking for new, advanced UI features. Currently, the UI does not look great."
"There are no additional features that I would like to see. I am pretty happy with it, but their support could be a bit better."
"The initial setup can get really complicated, and it takes time."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while OpenText Extended ECM is ranked 2nd in Enterprise Content Management with 18 reviews. Freshdesk is rated 8.4, while OpenText Extended ECM is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of OpenText Extended ECM writes "Serves as a single source of support for the company but has scalability issues". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas OpenText Extended ECM is most compared with OpenText Documentum, SharePoint, IBM FileNet, Alfresco and OpenText Content Manager.
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