OpenText Service Manager [EOL] vs Zendesk comparison

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.

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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, ManageEngine and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

June 2026

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Helped 903,118 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

"The integration of Automation Anywhere into our clients' workflows, APIs, business applications, and documents was seamless, but it was a bit of a struggle until we realized that it has a built-in integration platform."

"The ability to find objects easily through the 'Capture' option saves your time most significantly."

"It increased productivity; it raised the productivity percentage of individuals 20 to 35%, and we also saw cost reduction."

"This solution is easy to use and understand, even for a non-technical person."

"Automation Anywhere is excellent for integrating with other solutions. It provides the ability to leverage the APIs of third-party solutions. We use some of the already built-in MetaBots to then scrape the data and manipulate independent data that we need in order to integrate with other third-party solutions."

"The scheduling feature allows for scheduling of the bots to a specific time every day, which helped remove the dependency on humans completely."

"Simply tagging variables used in the bot, can provide automated real-time dashboards that are presentable to management showing them a complete view of how the bots are performing."

"Automation Anywhere's most valuable feature is its seamless integration into procurement software, allowing for the automation of purchase orders, billing, employee travel details, and other tasks."

More Automation Anywhere pros

"It helped us conform with ITIL service management requirements."

"HP products generally have always been stable, and this is no different."

"Micro Focus Service Manager is a good platform, but ServiceNow is better because it's more flexible and easier, and it provides a lot of features and functions out of the box, ready to use."

"Service Manager gives us a single system where everything is centralized in one base."

"Service Manager's best features are flexibility and customizability."

"The solution will streamline productivity and also improve automation, bringing efficiency as well as the ability to handle a big number of enterprise-wide service needs, with productivity and collaborative capabilities being some of the key benefits."

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

"It has features such as integration with Skype for Business, smart analytics, and smart ticketing."

More OpenText Service Manager [EOL] pros

"As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application."

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

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

"We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%."

"I'd say that the integration options that Zendesk offers are the most valuable features to our team."

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"The most valuable feature was its simplicity as it was made easy to use."

More Zendesk pros

Cons

"With our current version, we are experiencing issues with the access of the Control Room. Therefore, at the moment, we cannot really scale."

"The conversion time of invoices to JSON File should take less time using AA2019 IQBot, the report file creation feature should be added into IQ Bot A2019."

"In order to score nine or ten, they still need to provide more flexibility and integration with other tools and options."

"Logging into Automation Anywhere takes some time. I use it frequently, and each login currently takes some time. A reduction in this time would be helpful."

"Automation Anywhere will sometimes announce releases or updates in their roadmap, and we wait for them, but they do not happen on time or at all."

"Automation Anywhere has newly integrated the Generative AI feature. It should be more customizable. Currently, we can change certain parameters, but we would like to have the ability to do modifications within the LLM for better outputs."

"Sometimes, the ESX services will stop. We are working with IT to resolve this, as it's not our fault. Automation Anywhere is stopping the service, and during that time, the bot will be stopped. Right now, we are logging into the client machine and restarting/rebooting them, then restarting the services. As some of our processes run at night, we won't know that the service is down since our processes run 24/7. This issue is then escalated to the manager. This is the current challenge that we are facing, and we would like them to improve this."

"Not all data is good quality. This presents a challenge for automation, which is important."

More Automation Anywhere cons

"There could be some slight fixes to managing the catalog, because you can customise the items so much you can't really change the items in dropdown lists easily."

"The first level of support is slow and it takes some time to receive support."

"It could have better user control of the user interface."

"Stability was always an issue until we did a full load and performance test, since then this is in good shape."

"Service Manager would be improved with access to automation."

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

"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 good integration with the configuration database, that's lacking at the moment, It's not that good."

More OpenText Service Manager [EOL] cons

"My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at."

"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."

"The more customization you do, the slower it will be. Maybe this could be improved."

"Customer Service: 6/10 – usually helpful but sometimes very slow. Technical Support: 6/10 – usually helpful but sometimes very slow."

"I would like to see more freedom when creating "Triggers" and "Automations"."

"It needs to improve in terms of its flexibility, price, and installation."

"Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues."

"It needs to have a more intuitive application of macro’s in changing ticket statuses."

More Zendesk cons

Pricing and Cost Advice

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"It has good licensing costs which are average for the market."

"Costs savings have been seen by employing bots for multiple shifts instead of people."

"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"We have seen ROI on one of the process, but not on the other processes yet."

"It's a bit expensive compared to other RPA tools on the market."

More Automation Anywhere pricing and cost advice

"HP Service Manager has moderate pricing."

"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."

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

"The price is very competitive."

"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."

"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."

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

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

16%

Construction Company

11%

Manufacturing Company

11%

Computer Software Company

Construction Company

15%

Financial Services Firm

14%

Manufacturing Company

Marketing Services Firm

Construction Company

11%

Financial Services Firm

Manufacturing Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	83
Large Enterprise	553

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

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	21
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?

I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled t...

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What needs improvement with Zendesk Support?

The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If ...

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What is your primary use case for Zendesk Support?

My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also usin...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis 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 15% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 10% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 10% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs Zendesk

Compared 9% of the time

Freshservice vs Zendesk

Compared 5% of the time

JIRA Service Management vs Zendesk

Compared 5% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

June 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Zendesk

June 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)

June 2026

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