We performed a comparison between Freshdesk and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It is quite easy to program custom apps and integrate them."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's easy to scale."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It can adapt to any process in the organization."
"It gives us better understanding and control of service management."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Technical support is not the best. It could be much, much better and offer better support to users."
"It should enhance its service and its reporting capabilities."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Customization can be difficult at times because scripting is often required."
"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."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"The product's technical support services need improvement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
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Freshdesk is ranked 9th in Help Desk Software with 27 reviews while OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 48 reviews. Freshdesk is rated 8.4, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management.
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