OpenText Legal Knowledge Management vs Zendesk comparison

OpenText and Zendesk are both solutions in the Knowledge Management Software category. OpenText is ranked #31, while Zendesk is ranked #4 with an average rating of 7.2. OpenText holds a 0.2% mindshare in KMS, compared to Zendesk’s 12.3% mindshare. Additionally, 100% of OpenText users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

OpenText Legal Knowledge Ma...

Read 1 OpenText Legal Knowledge Management review

134 Views
40 Comparison Views

100% willing to recommend

Zendesk

Read 60 Zendesk reviews

3,045 Views
457 Comparison Views

93% willing to recommend

OpenText Legal Knowledge Ma...

Zendesk

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Executive SummaryUpdated on Jun 19, 2025

OpenText Legal Knowledge Management and Zendesk compete in the fields of knowledge management and customer support. OpenText is distinguished in legal knowledge management, while Zendesk has an advantage in delivering comprehensive customer support solutions.

Features: OpenText includes robust document management, collaboration tools, and enhanced knowledge sharing designed for legal professionals. Zendesk provides a highly integrative support system with ticketing, live chat, and analytics, appealing to a broad range of industries.

Ease of Deployment and Customer Service: OpenText's deployment requires more technical expertise, often resulting in longer setup times, and its customer service, though tailored to detailed queries, can lack speed. Zendesk's cloud-based deployment is quick, with extensive online resources and responsive customer service, which aids in faster problem resolution.

Pricing and ROI: OpenText can have higher setup costs due to its specialized legal sector needs, but it offers strong ROI for organizations utilizing its capabilities. Zendesk provides cost-effective pricing with extensive support options. Its flexible pricing models cater to budget-conscious buyers, delivering a strong ROI for those seeking comprehensive customer service tools.

To learn more, read our detailed Knowledge Management Software Report (Updated: July 2025).

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July 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

OpenText Legal Knowledge Ma...

Ranking in Knowledge Management Software

31st

Average Rating

10.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Indexing and Search (17th)

Zendesk

Ranking in Knowledge Management Software

4th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (21st), Help Desk Software (9th), IT Service Management (ITSM) (9th), Sales Force Automation (9th), Reporting (16th), Community Platforms (3rd)

Mindshare comparison

As of July 2025, in the Knowledge Management Software category, the mindshare of OpenText Legal Knowledge Management is 0.2%, down from 0.3% compared to the previous year. The mindshare of Zendesk is 12.3%, down from 18.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

reviewer1719999

Vice President at a tech services company with 11-50 employees

Frequent updates, highly stable, and robust

We have had thousands of users, the solution is highly scalable. We have had a large installation of OpenText Decisiv and there were approximately 6,000 users. The user's roles vary, such as records managers. Additionally, depending on the organization, a lot of our clients are in the federal government which they have different types of roles, but most of them are end-users. They're searching for documents or the records that are in their repository, there are document producers, but most people are searching.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable feature of OpenText Decisiv is they are always improving."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"It's a very stable tool, very powerful."

"It is a scalable solution."

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

More Zendesk pros

Cons

"OpenText Decisiv is difficult to do customization. They need to improve this."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"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."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"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."

"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."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

More Zendesk cons

Pricing and Cost Advice

"The price of the solution can vary drastically because it depends on the modules that a client using. There is an additional cost of approximately 25% for maintenance."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"From what I hear, Zendesk's pricing is a little expensive."

"The price is very competitive."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

24%

Educational Organization

Manufacturing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

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What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

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What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Indexing and Search

June 2025

OpenText Legal Knowledge Management report

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Zendesk

June 2025

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

OpenText Legal Knowledge Management offers a comprehensive solution for effectively managing legal information, empowering professionals with streamlined access and enhanced decision-making capabilities.

This platform enhances information governance by centralizing legal data, enabling efficient retrieval and storage. It provides a collaborative environment that supports legal teams in managing case files and resources, facilitating seamless knowledge sharing. The integration capabilities ensure smooth workflows and elevate productivity standards for legal departments.

What are the key features of OpenText Legal Knowledge Management?

Centralized Repository: Securely store and manage legal documents in one location.
Collaboration Tools: Enhance team communication with shared access and editing capabilities.
Advanced Search: Quickly retrieve relevant documents and cases using powerful search functions.
Integration: Seamlessly connects with existing legal and business applications.

What benefits should users expect when evaluating OpenText Legal Knowledge Management?

Increased Efficiency: Streamlined processes that save valuable time.
Improved Decision-Making: Access comprehensive data for informed legal strategies.
Cost Reduction: Optimize resource use and reduce document handling costs.
Enhanced Team Collaboration: Facilitate better workflow with integrated communication.

OpenText Legal Knowledge Management is implemented across industries like finance and healthcare, providing expertise in accessing critical legal documents while ensuring compliance and regulatory standards are met. Its versatility allows adaptation to industry-specific requirements, making it a valuable tool for diverse legal environments.

OpenText

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk

Sample Customers

Hyatt

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

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July 2025

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