We performed a comparison between Freshdesk and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is quite easy to program custom apps and integrate them."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It is very easy to make reports."
"The UI is easy to use."
"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."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It's easy to scale."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager gives us a single system where everything is centralized in one base."
"Service Manager does what it should, but it's quite outdated."
"Service Manager's best features are flexibility and customizability."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"Pure cloud-based native functionality is lacking."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The interface could be better."
"I don't see anything lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Freshdesk is rated 8.4, while OpenText Service Manager is rated 7.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our Freshdesk vs. OpenText Service Manager report.
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