We performed a comparison between OpenText Service Manager and Zoho Desk 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."
"The initial setup is easy."
"Service Manager does what it should, but it's quite outdated."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"Its flexibility and ease of customization are its most valuable features."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"It is a scalable platform."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The solution doesn't have any bugs."
"The interface could be better."
"Service Manager would be improved with access to automation."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"Their end-user interface and technical support features could be improved."
"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."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"It could be easier to link Zoho Desk and Outlook."
"The solution should provide an option to autofill some values while creating tickets."
"The solution could improve its stability and scalability."
"Sometimes, the solution has some email issues in a new data center."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"As per customer requirements, it may have some limitations."
"The solution needs to have more customization on alerts and notifications."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. OpenText Service Manager is rated 7.2, while Zoho Desk is rated 8.4. 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 Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our OpenText Service Manager vs. Zoho Desk report.
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