--- title: "OpenText ZENworks Service Desk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about OpenText ZENworks Service Desk Software - reviews, pricing plans, popular comparisons to other Service Desk products and more." source_url: "https://www.capterra.com/p/10009498/ZENworks-Service-Desk/" page_type: "product" language: "en" --- # OpenText ZENworks Service Desk Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on August 20, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support) OpenText ZENworks Service Desk ## What is OpenText ZENworks Service Desk? Cloud-based service desk and incident management solution that helps manage requests, assets, and more from a unified platform. ## What is OpenText ZENworks Service Desk used for? [Incident Management](https://www.capterra.com/incident-management-software/)[Service Desk](https://www.capterra.com/service-desk-software/) Top alternative Featured Overall rating Based on 0 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for OpenText ZENworks Service Desk?[Manage this product listing](https://www.g2.com/products/opentext-zenworks-service-desk/claim_requests/new?auto=true) ## OpenText ZENworks Service Desk Overview Updated August 2026 AI summary OpenText ZENworks Service Desk supports businesses of all sizes with incident management, change management, problem management, and a self service portal, focusing on IT service workflows. It offers analytics, knowledge base management, customer support, configuration management, and task management. Deployed via cloud or web, it helps organizations track service issues and manage support operations efficiently. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### OpenText ZENworks Service Desk 0.0 VS. [4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price Contact vendor Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 0.0 (0) Ease Of Use 4.6 (785) Value For Money 0.0 (0) Value For Money 4.4 (706) Customer Service 0.0 (0) Customer Service 4.5 (738) ## OpenText ZENworks Service Desk alternatives [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.7 (381)](https://www.capterra.com/p/168192/Site24x7/reviews/) Starting price $10.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars Highest Rated [4.8 (96)](https://www.capterra.com/p/141558/DoneSafe/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) [4.5 (778)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/227102/JIRA-Service-Management/) ## FAQs about OpenText ZENworks Service Desk Features and Usability ### What are the key features of OpenText ZENworks Service Desk? OpenText ZENworks Service Desk offers incident management, incident reporting, problem management, change management, and configuration management for IT service workflows. It also includes a self service portal, knowledge base management, customer support, task management, and analytics for tracking service activity and support operations. Getting Started and Support ### What training and onboarding options does OpenText ZENworks Service Desk offer? OpenText ZENworks Service Desk provides webinars, documentation, and videos to help teams get started. Webinars support guided learning through live or scheduled sessions, documentation offers written reference for setup and product use, and videos provide visual walkthroughs for reviewing features and processes at a self-paced pace. Getting Started and Support ### What customer support options does OpenText ZENworks Service Desk offer? OpenText ZENworks Service Desk provides Email/Help Desk, FAQ/Forum, Phone Support, and Chat. Support details should be reviewed directly through those channels, since no reviewer feedback on support experience is available here. ## Features AI summary Based on 1,020 Service Desk reviews Capterra reviewers highlight these as the features buyers value most when choosing service desk software: - **Support Ticket Management** (**53%** of reviewers rated this feature as critical) - **Incident Management** (**53%**) - **Service Level Agreement (SLA) Management** (**46%**) OpenText ZENworks Service Desk supports **Incident Management**, which gives teams a clear way to track, respond to, and resolve service issues. However, it does not include **Support Ticket Management** or **Service Level Agreement (SLA) Management**. Instead, it offers **Self Service Portal** (**37%**), which can help reduce incoming request volume by letting users find answers and submit requests on their own, helping businesses improve response handling and maintain more consistent support operations. Analytics Tools for the systematic analysis of various types of data or statistics Change Management Track and monitor efficient handling of all changes/transitions Configuration Management Identify component attributes like servers, hardware, software, and manage relationships across all services Customer Support Provide online support for your customers through live chat or help desk functionality Incident Management Manage and track all disruptions and incidents Incident Reporting Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site OpenText ZENworks Service Desk 10 features ### All Features - Analytics: Tools for the systematic analysis of various types of data or statistics - Change Management: Track and monitor efficient handling of all changes/transitions - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Customer Support: Provide online support for your customers through live chat or help desk functionality - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Task Management: Create, manage and track all task activities and progression --- Get Advice We can help you find the software with the features you need. ## Pricing ### Starting price Free trial not available Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.