Freshservice vs OpenText Service Manager [EOL] comparison

Freshworks and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

Freshservice

Read 40 Freshservice reviews

6,589 Views
3,097 Comparison Views

97% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

Freshservice

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Freshservice and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2026).

Buyer's Guide

IT Service Management (ITSM)

April 2026

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Helped 893,244 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshservice

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Dirk Leitermann

Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

It does what it should, but it's quite outdated.

I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it. I would suggest ServiceNow. There may be solutions better suited for smaller companies. There are always alternatives because the architecture isn't terribly complex. The architecture is the same across solutions, and everything is linked. There are no modules to be bought from some other company in the past and integrated. ServiceNow also its disadvantages, but if you compare it to Service Manager, I can safely say ServiceNow is the future and Service Manager is the past.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

"It is a stable solution. My company hasn't faced any problems with the solution."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

"The solution has been stable."

"With Freshservice in place, we have reversed the trend of creating tickets."

"I would recommend this solution to others because it is good and the price is reasonable."

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

More Freshservice pros

"It has features such as integration with Skype for Business, smart analytics, and smart ticketing."

"We can have all our requests and incidents registered in one system."

"Technical support is absolutely very good."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"This is now completely organized and standardized in one workflow, and people work on one ticket, so there's full transparency, no confusion anymore, time to market is much faster, and the email traffic is less."

"The interface is good, I like it, it's easy to use, it's intuitive and it does go to the mobile app for verification and approvals and it's easy to use on the mobile app."

"It integrates well with multiple Management Information Bases (MIB's)."

"This is our “go-to” application for all ITIL processes globally."

More OpenText Service Manager [EOL] pros

Cons

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"The chat portal is not that great."

"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"Freshservice could improve the integration with Microsoft Outlook."

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization."

"They're not very good at technical support."

More Freshservice cons

"The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit weak."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"We still find ourselves wrapping customizations around it more than we would like, and we still find the upgrade path more costly and time consuming than we would hope."

"The interface could be better. It's hard to integrate as there's no interface in place for the solutions to interface with each other."

"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."

"Customization can be difficult at times because scripting is often required."

"Test manager and knowledge management areas are probably amongst the worst parts of this solution."

"Stability was always an issue until we did a full load and performance test, since then this is in good shape."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The pricing is reasonable."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"The solution has an annual licensing model."

"Our licensing fee for Freshservice is $2,500 a year."

"Freshservice price is competitive, it is not more than other solutions on the market."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

More Freshservice pricing and cost advice

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"The license is not cheap."

"HP Service Manager has moderate pricing."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Construction Company

Educational Organization

Financial Services Firm

19%

Construction Company

10%

Marketing Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

See all answers

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Comparisons

ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

More Freshservice Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 5% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Buyer's Guide

OpenText Service Manager [EOL]

April 2026

Download OpenText Service Manager [EOL] product report

Also Known As

Flint

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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Buyer's Guide

IT Service Management (ITSM)

April 2026

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