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# OpenText Service Management Automation X (SMAX) vs iSupport Software Comparison - What are their main differences?

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OpenText Service Management...iSupport Software[+ Add Product](#)

Reviews

**OpenText Service Management Automation X (SMAX)**[

4.2/5(72)

](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews#reviews)

**iSupport Software** [

4.2/5(22)

](https://www.g2.com/products/isupport-software/reviews#reviews)

Pricing

**OpenText Service Management Automation X (SMAX)**
Free Trial

No pricing available

**iSupport Software**
Free Trial

No pricing available

**Pricing Insights**
from reviews

Time to Implement

**OpenText Service Management Automation X (SMAX)**
8 months

Based on 5 responses

**iSupport Software**
4 monthsFaster

Based on 6 responses

Return on Investment

**OpenText Service Management Automation X (SMAX)**
19 months

Based on 8 responses

**iSupport Software**
Not enough reviews yet

Perceived Cost

**OpenText Service Management Automation X (SMAX)**
$$$$$

**iSupport Software**
Not enough reviews yet

Average Discount

**OpenText Service Management Automation X (SMAX)**
Not enough reviews yet

**iSupport Software**
Not enough reviews yet

 ![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")

 ![iSupport Software](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_a4a809c9d4772bdffa012c20d5a5cb58/isupport-software.png "iSupport Software")

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Pros & Cons

**OpenText Service Management Automation X (SMAX)**
[
Ease of Use (2)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266125&qs=pros-and-cons#reviews)[
Helpful (2)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266107&qs=pros-and-cons#reviews)[
Integration Issues (1)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266137&qs=pros-and-cons#reviews)[
Limited Customization (1)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266183&qs=pros-and-cons#reviews)

**iSupport Software**
Not enough data

Screenshots

**OpenText Service Management Automation X (SMAX)**
 ![OpenText Service Management Automation X (SMAX) screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/90212/Screen-Shot-2-Service-Portal.png)

**iSupport Software**
 ![iSupport Software screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/44241/expirable-direct-uploads_2F4a5aacb5-3f9b-43ed-bb2e-49a6f1ccbf8a_2FiSupport_Software__.png)

Ratings

Meets Requirements

**OpenText Service Management Automation X (SMAX)**

8.5

8.567

**iSupport Software**

8.9

8.916

Ease of Use

**OpenText Service Management Automation X (SMAX)**

7.9

7.967

**iSupport Software**

8.6

8.616

Ease of Setup

**OpenText Service Management Automation X (SMAX)**

7.3

7.340

**iSupport Software**

7.9

7.97

Ease of Admin

**OpenText Service Management Automation X (SMAX)**

7.6

7.640

**iSupport Software**

7.6

7.67

Quality of Support

**OpenText Service Management Automation X (SMAX)**

7.9

7.966

**iSupport Software**

8.8

8.816

Has the product been a good partner in doing business?

**OpenText Service Management Automation X (SMAX)**

8.3

8.340

**iSupport Software**

9.0

9.07

Product Direction (% positive)

**OpenText Service Management Automation X (SMAX)**

7.8

7.863

**iSupport Software**

10.0

10.016

Features

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

8.5

9

Not enough data

Administration

Change Management

9.2(won by default)

6

|

Verified

Not enough data

Asset Management

8.5(won by default)

8

|

Verified

Not enough data

Reports & Analytics

8.1(won by default)

7

|

Verified

Not enough data

IT Asset Management

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Service Request Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

9.3(won by default)

7

|

Verified

Not enough data

Incident Reports

8.8(won by default)

8

|

Verified

Not enough data

Process Workflow

9.0(won by default)

7

|

Verified

Not enough data

Customizable Reports

Not enough data

Not enough data

Management

Reporting

8.3(won by default)

8

|

Verified

Not enough data

Administration Console

8.7(won by default)

5

|

Verified

Not enough data

Access Management

7.9(won by default)

7

|

Verified

Not enough data

Asset Management

7.9(won by default)

7

|

Verified

Not enough data

Policy Dictation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

8.8(won by default)

8

|

Verified

Not enough data

Alerting

8.3(won by default)

7

|

Verified

Not enough data

Automation

8.1(won by default)

7

|

Verified

Not enough data

Performance Logging

Not enough data

Not enough data

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

8.1

15

Not enough data

Incident Management

Automate Ticket Routing

8.6(won by default)

14

Not enough data

Ticket Prioritization

8.2(won by default)

14

Not enough data

Ticket Notifications

8.5(won by default)

14

Not enough data

Knowledge Base

8.1(won by default)

13

Not enough data

Knowledge Base/Ticket Integration

8.3(won by default)

11

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

7.9(won by default)

13

Not enough data

Time Tracking

7.8(won by default)

13

Not enough data

Surveys

8.3(won by default)

11

Not enough data

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

7.6(won by default)

11

Not enough data

Self Service

8.5(won by default)

13

Not enough data

Active Directory

8.2(won by default)

11

Not enough data

Multi-Channel Access

7.4(won by default)

11

Feature Not Available

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)

OpenText Service Management Automation X (SMAX)

Small-Business(50 or fewer emp.)

18.6%

Mid-Market(51-1000 emp.)

24.3%

Enterprise(\> 1000 emp.)

57.1%

[![iSupport Software](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_a4a809c9d4772bdffa012c20d5a5cb58/isupport-software.png "iSupport Software")](https://www.g2.com/products/isupport-software/reviews)

iSupport Software

Small-Business(50 or fewer emp.)

0%

Mid-Market(51-1000 emp.)

61.1%

Enterprise(\> 1000 emp.)

38.9%

Small-Business

(50 or fewer emp.)

18.6%

0%

Mid-Market

(51-1000 emp.)

24.3%

61.1%

Enterprise

(\> 1000 emp.)

57.1%

38.9%

Reviewers' Industry

[![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)
OpenText Service Management Automation X (SMAX)

Information Technology and Services

31.4%

Airlines/Aviation

5.7%

Banking

4.3%

Computer Software

4.3%

Financial Services

4.3%

Other

50.0%

[![iSupport Software](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_a4a809c9d4772bdffa012c20d5a5cb58/isupport-software.png "iSupport Software")](https://www.g2.com/products/isupport-software/reviews)
iSupport Software

Information Technology and Services

23.8%

Education Management

9.5%

Computer Software

9.5%

Banking

9.5%

Transportation/Trucking/Railroad

4.8%

Other

42.9%

Alternatives

**OpenText Service Management Automation X (SMAX) Alternatives**

 ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")

[
ServiceNow IT Service...
](/products/servicenow-it-service-management/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")

[
BMC Helix ITSM
](/products/bmc-software-bmc-helix-itsm/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)

**iSupport Software Alternatives**

 ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")

[
BMC Helix ITSM
](/products/bmc-software-bmc-helix-itsm/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

 ![SysAid](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_b5f175d1ae623786a07d11d99b2b8c31/sysaid.png "SysAid")

[
SysAid
](/products/sysaid/reviews)

## OpenText Service Management Automation X (SMAX) vs iSupport Software

When assessing the two solutions, reviewers found iSupport Software easier to use and set up. Reviewers also felt that iSupport Software was easier to do business with overall. However, reviewers felt that administration of both products was equally easy.

- Reviewers felt that iSupport Software meets the needs of their business better than OpenText Service Management Automation X (SMAX).
- When comparing quality of ongoing product support, reviewers felt that iSupport Software is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of iSupport Software over OpenText Service Management Automation X (SMAX).