---
title: OpenText ZENworks Service Desk Reviews
meta_title: 'OpenText ZENworks Service Desk Reviews 2026: Details, Pricing, & Features
  | G2'
meta_description: Filter reviews by the users' company size, role or industry to find
  out how OpenText ZENworks Service Desk works for a business like yours.
aggregate_rating:
  rating_value: 4.5
  review_count: 2
  scale: '5'
date_modified: '2025-11-11'
parent_category:
  name: IT Management
  url: https://www.g2.com/categories/it-management
---


# OpenText ZENworks Service Desk Reviews
**Vendor:** OpenText  
**Category:** [Service Desk Software](https://www.g2.com/categories/service-desk)  
**Average Rating:** 4.5/5.0  
**Total Reviews:** 2
## About OpenText ZENworks Service Desk
Micro Focus Service Desk is a complete service management solution that allows to easily monitor and solve services issues so that there is minimal disruption to the organization.




## OpenText ZENworks Service Desk Reviews
  ### 1. great resource for IT

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.)

**Reviewed Date:** December 15, 2017

**What do you like best about OpenText ZENworks Service Desk?**

The system lets us employees submit service requests in a central location, and it takes a lot of the "running around" out of the equation. If we use it right, then the amount of time that we spend having to deal with IT problems is greatly dimisned, and that means that I am much more productive.

**What do you dislike about OpenText ZENworks Service Desk?**

Well, it's a really good product, lots of good features, but I think that The learning curve is a little steeper than I would like, but once you get it down it's really intuitive. I would like it see it be a touch more user friendly.

**Recommendations to others considering OpenText ZENworks Service Desk:**

I would just be sure that you actually use it instead of trying to call IT, because that really just clogs up the system. I've noticed that they are much faster responding to my problems when I use the Microfocus service desk and not just try to call them and troubleshoot things.

**What problems is OpenText ZENworks Service Desk solving and how is that benefiting you?**

The problems that I solved i guess are that we have a centralized location where we have a productive, responsive service environment that gets our problems solved faster. More time doing stuff I need to do and less time worrying about IT problems. I guess I don't have a lot of IT problems, but this helps it go faster regardless.

  ### 2. Useful Tool for Business

**Rating:** 4.0/5.0 stars

**Reviewed by:** Debbie C. | Teaching Assistant, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 01, 2017

**What do you like best about OpenText ZENworks Service Desk?**

The windows are easy to navigate and its designed to help any business

**What do you dislike about OpenText ZENworks Service Desk?**

It gives too many options for the inexperienced user

**Recommendations to others considering OpenText ZENworks Service Desk:**

I think its very useful

**What problems is OpenText ZENworks Service Desk solving and how is that benefiting you?**

I can project useful financial models based on business sales



- [View OpenText ZENworks Service Desk pricing details and edition comparison](https://www.g2.com/products/opentext-zenworks-service-desk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-08-08+18%3A39%3A16+-0500&secure%5Bsession_id%5D=f079e33e-97c0-41e8-9b23-79cc9875bf10&secure%5Btoken%5D=22c883b7f5185b688ba0dcb59d78f903d3df5f1890841cb90cc54b2833c7a4ae&format=llm_user)

## OpenText ZENworks Service Desk Features
**Incident Management**
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
- Real-Time Notifications

**Reporting**
- Dashboards
- Time Tracking
- Surveys
- Activity Tracking

**Access & Usability**
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
- Mobile Access

**Agentic AI - Service Desk**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making
- Third-Party Integrations

**Additional Functionality**
- Project Management
- Procurement Management
- CMDB
- AI Copilot
- Generative AI
- IT Risk Management
- Service Catalog
- Inventory Management
- Surveys & Feedback
- Chat/Messaging
- Change Management
- Reporting & Statistics
- Task Management
- Email Templates
- Benchmarking
- Localization Automation
- Real-Time Reporting
- Customer Support
- Scheduled/Automated Reports
- Alerts/Escalation
- Release & Deployment
- Email Management
- Contract/License Management
- Workflow Management
- Problem Management
- Analytics
- Service Level Agreement (SLA) Management
- Configuration Management
- API
- IT Asset Management
- Remote Access/Control
- Live Chat
- Customizable Reports
- Incident Management
- Asset Lifecycle Management
- Support Ticket Management
- Customizable Templates
- Customizable Branding

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