We performed a comparison between OpenText Service Manager and Zoho Desk 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."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Technical support is pretty good."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The product has a lot of features."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The initial setup is easy."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"Their end-user interface and technical support features could be improved."
"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."
"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."
"Customization can be difficult at times because scripting is often required."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"The interface could be better."
"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."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"Sometimes, the solution has some email issues in a new data center."
"The solution needs to have more customization on alerts and notifications."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"They could enhance the product’s features to customize the automated email responses."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. OpenText Service Manager is rated 7.2, while Zoho Desk is rated 8.4. 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 Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice. See our OpenText Service Manager vs. Zoho Desk report.
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