OpenText Service Manager [EOL] vs Zendesk comparison

Why PeerSpot?

OpenText and Zendesk are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between OpenText Service Manager [EOL] and Zendesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 2026

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Helped 916,117 peers since 2012

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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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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

"Courses on Automation Anywhere University are very easy to learn."

"From the second year onward, ROI is achieved, which is a great thing because year-over-year you are accruing those benefits."

"AA improves process consistency and reduces human error."

"Our primary use has been to automate a few mundane tasks in the organization, which really helped us in this COVID situation, easing everyone's tasks, ensuring they were completed on time and without errors, keeping our customers happy, and enabling our vendors to help us meet customer satisfaction without compromising on anything."

"Workflow automation has helped a lot with cost reduction, greater accuracy, and delivery speed."

"It improves accuracy and reduces manpower. It is easy to learn."

"Now, we can have the bot check all of them."

"We've noticed time savings of up to 40 minutes, based on wait time and verification delays."

More Automation Anywhere pros

"The flexibility and the integrity of the product allow me to have a rock-solid platform for change, problem, and incident control."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"Customer Service: Hmm, let's see, that functions pretty well."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"Technical support is excellent. They really bend over backwards for us."

"It can adapt to any process in the organization."

"The initial setup is easy."

"This is now completely organized and standardized in one workflow, and people work on one ticket, so there's full transparency, no confusion anymore, time to market is much faster, and the email traffic is less."

More OpenText Service Manager [EOL] pros

"The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools."

"Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple channels, it's well worth it!"

"Our company is based on this model and wouldn't be as successful as we are today without this support structure in place."

"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."

"We chose Zendesk because of its ease of use and the projected ROI."

"The outcome: Better workflows, more control, a better understanding of reports and numbers in general."

"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."

"This feature allowed our team organize and assign certain members to a particular group."

More Zendesk pros

Cons

"We would like to be able to directly implement automation for Word documents and XML."

"I believe Automation Anywhere can be improved by leading in the direction of seamless integration with the LLM models that are readily available today in the market."

"We would like Automation Anywhere to have a way to run a capacity check on machines and show us what is available."

"One of the challenges that I face every now and then while working with A2019, is around the bot agent updates. Every week/alternate weeK, I receive an error while running my bots, that asks me to update the bot agent."

"We've had a lot of issues with the installation and performance on a variety of computers, onshore and offshore. Our network bounds multiple domains, and we've had issues there, as well. So, we are looking forward to the web-based development versions."

"The local support in Brazil could improve. While it has gotten better in the last few months, we've struggled as a global company trying to contact them sometimes."

"Compared to other RPA tools, the UI of Automation Anywhere is not that great and is not that easy to pick up for people, which takes more time for a newbie."

"The marketing for Automation Anywhere has room for improvement."

More Automation Anywhere cons

"The solution does not interface well with other products and is difficult to implement."

"In the release that we currently have, the biggest challenge was reporting."

"The user interface was not really good, but they improved it a little bit."

"The interface could be better. It's hard to integrate as there's no interface in place for the solutions to interface with each other."

"Stability was a major issue in older versions of the product."

"The product's technical support services need improvement."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"I don't see anything lacking."

More OpenText Service Manager [EOL] cons

"As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/7 support."

"There is an option, I would like to see, the ability to group my requests into different states."

"The support team is time-consuming, and they don't find the answer to our problem."

"Not that it was particularly difficult, but we needed direct assistance from Zendesk for the implementation."

"I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets."

"Zendesk has not positively impacted my organization."

"Merging tickets is very time consuming; maybe the system can automatically merge tickets that are related and on the same topic."

"When we used this solution for sales it turned out to be very poor."

More Zendesk cons

Pricing and Cost Advice

"Time and monetary savings can range from 20 to 90 percent."

"Annual licensing costs would be about $100,000."

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"I think the pricing is reasonable, but clients often perceive it as expensive."

More Automation Anywhere pricing and cost advice

"The license is not cheap."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"HP Service Manager has moderate pricing."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

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

"The price is very competitive."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

11%

Manufacturing Company

11%

Financial Services Firm

14%

Construction Company

13%

Outsourcing Company

12%

Manufacturing Company

11%

Outsourcing Company

11%

Construction Company

10%

Financial Services Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	22
Large Enterprise	12

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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

My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to...

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What needs improvement with Zendesk Support?

Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes...

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What is your primary use case for Zendesk Support?

On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information secu...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 12% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

IFS Cloud Platform vs OpenText Service Manager [EOL]

Compared 2% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs Zendesk

Compared 7% of the time

Freshservice vs Zendesk

Compared 4% of the time

JIRA Service Management vs Zendesk

Compared 4% of the time

Microsoft Dynamics CRM vs Zendesk

Compared 2% of the time

Freshdesk vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

September 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Zendesk

September 2026

Download Zendesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Zendesk Support, Zendesk Guide, Zendesk Sell

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

Zendesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Zendesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

resultspositive, Globicon

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

Buyer's Guide

IT Service Management (ITSM)

September 2026

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Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in IT Service Management (ITSM). Updated: September 2026.

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