We performed a comparison between OpenText Service Manager and Zendesk 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."A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It gives us better understanding and control of service management."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Its flexibility and ease of customization are its most valuable features."
"The initial setup is easy."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's easy to scale."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"Zendesk Support has a lot of good APIs."
"It's very convenient to use."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The stability has been very good."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The initial setup is simple and straightforward."
"Their end-user interface and technical support features could be improved."
"Customization can be difficult at times because scripting is often required."
"The solution does not interface well with other products and is difficult to implement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The price of the solution should be reduced."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The support team is time-consuming, and they don't find the answer to our problem."
OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. OpenText Service Manager is rated 7.2, while Zendesk is rated 8.2. The top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our OpenText Service Manager vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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