We performed a comparison between LiveAgent and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"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."
"The initial setup is easy."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It can adapt to any process in the organization."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"We can have all our requests and incidents registered in one system."
"It gives us better understanding and control of service management."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"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."
"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."
"I don't see anything lacking."
"Service Manager would be improved with access to automation."
"Customization can be difficult at times because scripting is often required."
"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."
"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."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
Earn 20 points
LiveAgent is ranked 33rd in Help Desk Software while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. LiveAgent is rated 8.0, while OpenText Service Manager is rated 7.2. The top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". 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". LiveAgent is most compared with , whereas OpenText Service Manager 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 and best IT Service Management (ITSM) vendors.
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