We performed a comparison between OpenText Service Manager and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution is simple to set up."
"We can have all our requests and incidents registered in one system."
"Its flexibility and ease of customization are its most valuable features."
"Technical support is pretty good."
"It can adapt to any process in the organization."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"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."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"SolarWinds is scalable as far as adding devices and servers."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It is easy to use."
"The most valuable feature of this solution is the assets management module."
"Once installed, it runs like a charm and doesn't ever crash."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Pure cloud-based native functionality is lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The interface could be better."
"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."
"Their end-user interface and technical support features could be improved."
"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."
"This solution needs to have mobile application support added."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"A little outdated compared to newer products that include protection and detection."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. OpenText Service Manager is rated 7.2, while SolarWinds Web Help Desk is rated 7.6. 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". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.
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