We performed a comparison between Kayako 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."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The initial setup is easy."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Its flexibility and ease of customization are its most valuable features."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Service Manager's best features are flexibility and customizability."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"Pure cloud-based native functionality is lacking."
"The solution does not interface well with other products and is difficult to implement."
"Their end-user interface and technical support features could be improved."
"I don't see anything lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"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."
"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."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. Kayako is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". 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". Kayako is most compared with , whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software 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.
