Freshservice and OpenText SMAX are service management solutions competing to enhance IT support capabilities. Freshservice holds an advantage in pricing and customer service satisfaction, whereas SMAX offers superior features and user experience.
Features: Freshservice provides a user-friendly interface with robust automation, incident management, and reliable integration options. SMAX, on the other hand, features advanced AI capabilities, extensive service desk tools, and comprehensive workflow automation ideal for complex enterprise environments.
Room for Improvement: Freshservice could enhance its customization capabilities and improve scalability for larger organizations. Its analytics and reporting tools could be more sophisticated. SMAX might work on simplifying its deployment and improving cost-effectiveness for smaller businesses. Some users find it overly complex, and simplifying the interface could enhance user experience.
Ease of Deployment and Customer Service: Freshservice offers an easy-to-deploy cloud-based model with excellent customer support, simplifying setup. SMAX provides cloud and on-premises solutions, better suited for extensive customization needs but can be complex to deploy, requiring additional support.
Pricing and ROI: Freshservice tends to offer lower setup costs with faster ROI due to its competitive pricing and scalable plans. SMAX, although having higher initial costs, delivers significant ROI through an extensive feature set, favored by large-scale enterprises requiring advanced functionality.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.6% |
| OpenText Service Management (SMAX) | 2.4% |
| Other | 93.0% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 1 |
| Large Enterprise | 3 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
OpenText Service Management Automation X delivers efficient service management automation with user-friendly configurability across IT, IoT, HR, and finance sectors. It enhances business processes through integrated incident management and natural language processing with virtual chatbots.
OpenText SMAX blends user-friendly design with broad language support and robust storage. It enables organizations to deploy in both on-premise and cloud environments using Kubernetes. SMAX excels in business process improvement, incident management, and uses intelligent agents for autonomous alerts and issue resolution. However, it requires enhancements in integration capabilities and documentation, third-party product connectivity, and contract management. Users face challenges with process automation and search functionality, demanding greater customization and flexibility.
What are the key features of OpenText SMAX?Banks and telecom companies primarily employ OpenText SMAX for service management automation, leveraging its ESM and ITSM capabilities. Deployed on-premise and via cloud, organizations in regions such as Saudi Arabia focus on integrations and upgrades, using SMAX as an end-user portal for incident management.
We monitor all IT Service Management (ITSM) 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.
