We performed a comparison between LiveAgent 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."Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Technical support is pretty good."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"We can have all our requests and incidents registered in one system."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The solution is simple to set up."
"It can adapt to any process in the organization."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"I don't see anything lacking."
"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."
"The solution does not interface well with other products and is difficult to implement."
"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."
"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."
"The product's technical support services need improvement."
"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."
"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."
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LiveAgent is ranked 33rd in Help Desk Software while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. LiveAgent is rated 8.0, while OpenText Service Manager [EOL] 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 [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". LiveAgent 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.
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