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."
"It's pretty well-structured in modules."
"It gives us better understanding and control of service management."
"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."
"It can adapt to any process in the organization."
"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"Service Manager does what it should, but it's quite outdated."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"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."
"The product's technical support services need improvement."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"Their end-user interface and technical support features could be improved."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The solution does not interface well with other products and is difficult to implement."
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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), BMC Helix ITSM and IBM Maximo.
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