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OpenText Service Manager vs. Zendesk Suite

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OpenText Service Manager

43 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    OpenText Service Manager

    Score9 out of 10
    		N/AOpenText™ Service Manager (formerly from Micro Focus) is scalable service desk software powered by machine learning, analytics, and automation. It provides an ITSM platform for standardizing service delivery and support across the enterprise.N/A

    Zendesk Suite

    Score8.8 out of 10
    		N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    OpenText Service ManagerZendesk Suite
    Editions & Modules
    No answers on this topic
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    OpenText Service ManagerZendesk Suite
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—20% discount available with annual pricing.
    More Pricing Information
    Features
    OpenText Service ManagerZendesk Suite
    Incident and problem management
    Comparison of Incident and problem management features of OpenText Service Manager and Zendesk Suite
    Feature
    OpenText Service Manager
    9.4
    2 Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets8.62 Ratings9.1153 Ratings
    Expert directory9.62 Ratings8.3102 Ratings
    Service restoration8.72 Ratings00 Ratings
    Self-service tools9.82 Ratings00 Ratings
    Subscription-based notifications9.82 Ratings8.6106 Ratings
    ITSM collaboration and documentation9.82 Ratings8.5104 Ratings
    ITSM reports and dashboards9.82 Ratings00 Ratings
    Ticket creation and submission00 Ratings9.3153 Ratings
    Ticket response00 Ratings9.3152 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of OpenText Service Manager and Zendesk Suite
    Feature
    OpenText Service Manager
    9.7
    2 Ratings
    Zendesk Suite
    -
    Ratings
    Configuration mangement9.72 Ratings00 Ratings
    Asset management dashboard9.82 Ratings00 Ratings
    Policy and contract enforcement9.52 Ratings00 Ratings
    Change management
    Comparison of Change management features of OpenText Service Manager and Zendesk Suite
    Feature
    OpenText Service Manager
    10.0
    1 Ratings
    Zendesk Suite
    -
    Ratings
    Change requests repository10.01 Ratings00 Ratings
    Change calendar10.01 Ratings00 Ratings
    Service-level management10.01 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of OpenText Service Manager and Zendesk Suite
    Feature
    OpenText Service Manager
    -
    Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base00 Ratings8.5133 Ratings
    Internal knowledge base00 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of OpenText Service Manager and Zendesk Suite
    Feature
    OpenText Service Manager
    -
    Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal00 Ratings9.2121 Ratings
    IVR00 Ratings8.659 Ratings
    Social integration00 Ratings8.597 Ratings
    Email support00 Ratings9.4147 Ratings
    Help Desk CRM integration00 Ratings9.2112 Ratings
    User Ratings
    OpenText Service ManagerZendesk Suite
    Likelihood to Recommend
    9.6
    (2 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    10.0
    (43 ratings)
    Usability
    -
    (0 ratings)
    8.9
    (65 ratings)
    Availability
    -
    (0 ratings)
    8.6
    (13 ratings)
    Performance
    -
    (0 ratings)
    8.0
    (10 ratings)
    Support Rating
    -
    (0 ratings)
    5.5
    (31 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    -
    (0 ratings)
    9.0
    (18 ratings)
    Configurability
    -
    (0 ratings)
    9.3
    (3 ratings)