We performed a comparison between OpenText Service Manager [EOL] and TeamSupport based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It's easy to scale."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It can adapt to any process in the organization."
"Service Manager does what it should, but it's quite outdated."
"It gives us better understanding and control of service management."
"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 workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The two most valuable features are the portal and reporting."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"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."
"The product's technical support services need improvement."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"Customization can be difficult at times because scripting is often required."
"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."
"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."
"It needs better integration with other tools like Jira."
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OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while TeamSupport is ranked 42nd in Help Desk Software. OpenText Service Manager [EOL] is rated 7.2, while TeamSupport is rated 7.0. The top reviewer of OpenText Service Manager [EOL] 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 TeamSupport writes "Stable, easy to install, and cost effective, but it needs better integration and data management". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas TeamSupport is most compared with .
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