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: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 2026

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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

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

"Automation Anywhere offers the capability of integrating the DLL files with meta bot and hence the developer can use DLL files to connect to applications likes outlook, SAP, etc"

"Overall, Automation Anywhere is a very user-friendly and easy-to-use tool, and if clients are looking to implement automation into their business, I would definitely recommend Automation Anywhere over other tools because it is well-suited for their purposes and can be easily utilized."

"For me, the best feature of Automation Anywhere is that it is totally cloud-based. We do not need to set up anything in VMs or other machines. It can directly work on the cloud."

"Overall, the product is very good where the repetitive tasks are more in manufacturing industries and the finance department."

"The best feature is the drag-and-drop command. Users with less coding knowledge can also automate their end-to-end processes very easily."

"It has helped us to save a lot of FTEs for our solutions that we have provided to our companies. Suppose a job which was done by a group of eight to nine people on a daily basis for 24 hours was taking a lot of time, so we created a bot with Automation Anywhere. It was done with a bot working 24/7. It reduced the numbers of guys required to do that process."

"It has improved the reliability of our monthly billing processes that, in the past, was dependent on manual, nine-to-five types of activities, and we can now schedule those activities, process 24 hours a day, and then we review exceptions."

"The benefits we get from automation include faster and more accurate matching, running 24x7."

More Automation Anywhere pros

"We improved our service levels and have been able to maintain them for the last four and a half years."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"Fast, responsive and modern design."

"It has an intuitive front end which allows us to roll out good customer end user experiences."

"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."

"Service Manager does what it should, but it's quite outdated."

"Overall, HP will just give you a really great solution."

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

More OpenText Service Manager [EOL] pros

"If you are looking for a simple ticketing system that anyone can understand and implement (support personnel who is not tech-savvy) then this is the one."

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

"The initial setup is simple and straightforward."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

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

"It's very convenient to use."

"It's an amazing product, it really helps out in organizing all our tasks."

"If their price is acceptable, I would recommend using Zendesk to all companies whose clients and employees need a simple way of raising issues."

More Zendesk pros

Cons

"Automation Anywhere can be improved by reducing the time of the processes and enhancing the efficiency of people."

"The pricing is a little bit high compared with other tools."

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot. That is something we have seen that none of the bots have been able to really do it because the back-end of those websites do not allow bots to scrap through all these websites and get the relevant data in one place. We would like to see how the bot companies would crack this idea. But, that's why I said, this look weird because of the legal reasons why this cannot be done. This is something that I am looking forward to."

"There's a loss of overhead on the computing resources in Automation Anywhere. If you have an encrypted bot, the Automation Anywhere software has to read it first, decrypt it, and run it. So there is a potential that, if the logic of the bot isn't good enough, a lot of CPU and memory overload will happen. This is something which Automation Anywhere should look at because it takes a lot of computing resources. I have seen CPUs running at 100 percent."

"Getting buy-in was a major challenge because of the various people not aware of the technologies moving and getting buy-in from top management is a challenge."

"There could be improvement in the reporting and insights into the ROI. The ROI tool that shows the performance and the return on investment is not very accurate."

"MetaBot helps getting data from SAP, but we still have some cases where we cannot fetch data from SAP."

"I used document automation about two years ago, however, it did not work as expected at that time, providing results around 70% to 80%. After that, we turned to third-party tools."

More Automation Anywhere cons

"My only concern is the flexibility of the product in smaller environments."

"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."

"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."

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

"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."

"I've heard that it's been fairly complex, but I haven't done it myself."

"Pure cloud-based native functionality is lacking."

"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."

More OpenText Service Manager [EOL] cons

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

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

"The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups."

"I really wish they had a chat feature - like Olark for example."

"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."

"Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments."

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

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

More Zendesk cons

Pricing and Cost Advice

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

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

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"Our annual licensing costs are about $500,000."

"It costs up to $1,200 per license."

"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."

"The pricing for Automation Anywhere is reasonable."

"The price for Automation Anywhere is reasonable."

More Automation Anywhere pricing and cost advice

"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."

"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."

"HP Service Manager has moderate pricing."

"The license is not cheap."

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

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Outsourcing Company

12%

Manufacturing Company

11%

Construction Company

10%

Construction Company

16%

Financial Services Firm

13%

Outsourcing Company

Manufacturing Company

Construction Company

11%

Outsourcing Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

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?

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 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 9% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs Zendesk

Compared 8% of the time

Freshservice vs Zendesk

Compared 4% of the time

JIRA Service Management vs Zendesk

Compared 4% of the time

Freshdesk vs Zendesk

Compared 3% of the time

Microsoft Dynamics CRM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

August 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Zendesk

August 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)

August 2026

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