We performed a comparison between OpenText Service Manager and TOPdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"It's pretty well-structured in modules."
"Technical support is pretty good."
"It's easy to scale."
"We can have all our requests and incidents registered in one system."
"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."
"The solution is simple to set up."
"The initial setup is easy."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is the reports."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of this solution is the incident management module."
"It is an easy-to-use solution."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"I don't see anything lacking."
"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."
"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 should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"Change management implementation, facility management, and making reservations on assets can be improved."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"An operator is also a user but requires creating two different records."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"The solution's change management could be better."
"It is time-consuming to add new users."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. OpenText Service Manager is rated 7.2, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne. See our OpenText Service Manager vs. TOPdesk report.
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