We performed a comparison between OpenText Service Manager and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Service Manager gives us a single system where everything is centralized in one base."
"It can adapt to any process in the organization."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It's easy to scale."
"The solution is simple to set up."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It gives us better understanding and control of service management."
"Service Manager does what it should, but it's quite outdated."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The stability has been very good."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The initial setup is simple and straightforward."
"We rarely had issues with Zendesk."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"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."
"Their end-user interface and technical support features could be improved."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"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."
"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."
"The interface could be better."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The dashboard could be better."
"It wasn't easy to set up so we're only using a third of all of the features,"
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"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."
"The solution itself wasn't easy to set up."
"The price of the solution should be reduced."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. OpenText Service Manager is rated 7.2, while Zendesk is rated 8.2. The top reviewer of OpenText Service Manager 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 Zendesk writes "Straightforward, very transparent, and very well organized". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our OpenText Service Manager vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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