OpenText Fax Reviews

Pros

This gives us a lot of flexibility in the way fax messages can be delivered which has been a big advantage. It's also really useful to have the Service Provider Edition since it lets us separate departments and modify faxing to each team's needs while still keeping the right security boundaries in place for HIPAA compliance and similar requirements. Scalability is another strong point especially with the solid failover capabilities. On top of that their technical support has been outstanding and consistently willing to jump in no matter what the issue is.

Cons

Something that's missing is a Mac app which makes it harder to fully integrate Mac devices with this. Another limitation is not being able to chain or combine Sites within the Service Provider Edition while still preserving each site's settings. Also because it includes so many features, it can be difficult for a business to figure out the best practice approach for setting it up and they could do a much better job guiding customers through that process.

Pros

Setting everything up is pretty simple and it offers a lot of customizable parameters. Fax traffic runs well and inbound faxes can be routed to many different destinations depending on your needs. There are plenty of other configuration options too. I also appreciate that end users can monitor fax traffic themselves through the console. Another really useful feature is High Availability with cluster mode, where two independent fax servers stay synchronized. That HA setup lets us handle maintenance and system updates without disrupting production fax traffic.

Cons

One limitation is that the desktop client is only available as a WebClient. A full software client for end users would be a welcome addition. Right now, only the basic app can be installed. The vendor knowledge base also needs improvement since it is not very easy to find answers for simple issues and most of the time I end up opening a vendor service ticket to resolve problems.

Pros

Using the fax process is pretty uncomplicated.

Cons

My only regret is waiting so long to start using it. I really haven't run into any other issues so far.

Pros

Being able to send faxes directly from my desktop is really convenient since I don't have to walk over to a fax machine every time.

Cons

Honestly, there isn't much to complain about. It's a really solid product. If I had to point out anything, it would be that it won't work when the internet is down.

Pros

This really stands out for how much it can be customized to fit just about any faxing need. Whether it's web services, third party integrations or different connection options, it offers a level of flexibility that's hard to match and feels ahead of the competition.

Cons

The downside is that the technical setup can get complicated and depending on third party products may create support issues especially for someone who is new to working with it.

Pros

One of the best parts has been the support resources available to us. The team responds very quickly and consistently provides the information we need. Will Larson has been especially helpful and the training he delivers has been extremely valuable for our team.

Cons

At times, the documentation can be a bit hard to navigate when trying to find specific information. It would also be helpful to have a more convenient way to print confirmation pages at the time a fax is sent.

Pros

Getting everything up and running wasnt difficult and the SAML 2.0 integration fit in well with our setup. The tech support team has also been really helpful whenever needed.

Cons

Ocassionally, communication across the company feels a bit scattered although it has never turned into a serious problem.

Pros

After moving from our on prem RightFax setup to this, we no longer have to maintain the infrastructure internally which has been a big plus. Setting up accounts is fast and easy. Their support team has also been consistently responsive and helpful. At the beginning, I sent over a lot of questions and they took the time to help me through every one of them.

Cons

One frustrating part is that the technical support ticketing system is completely separate from the provisioning system and that is not made clear at all. I had a really good experience with regular tech support tickets since the email communication was prompt and effective. But when I submitted a number porting request and it was denied because the name on the form was not authorized with the carrier, things became confusing. I fixed the issue and replied to the email asking what to do next but never got any response. I followed up several times over two weeks and still heard nothing. Eventually I called and found out there are actually two different systems and replying to provisioning emails basically does nothing. Instead, I had to log back into the portal, find the provisioning request, open the comments tab and respond there. Nobody tells you that upfront so you are left to figure it out yourself. It was not catastrophic but since our previous fax platform was already down, the delay definitely mattered. Once I understood the correct way to communicate with the provisioning team, the process improved quite a bit. Another drawback is the lack of native Active Directory integration. They offer a fairly complicated workaround that relies on a Python script to sync users periodically. For such a common service, I expected better integration with widely used platforms like Active Directory. The same issue applies to the initial user import. I spent a couple of hours trying to get the Python script working and finally gave up and created the accounts manually instead. It saved me the hassle in the short term but now it means one more system has to be maintained by hand.

Pros

Right from the start, it has matched what we need really well. It's very user friendly, the available options fit our workflow and our users can move through the fax system without any trouble. The online help is also very useful whenever someone needs extra guidance.

Cons

At this point, I don't have any dislikes to mention.

Pros

Whenever an issue comes up, their customer support team responds quickly and consistently follows up. The help has been reliable and I can count on getting a fast reply when I need assistance.

Cons

A limitation is that comments added to individual faxes are not visible to other users even when they all have access to the same fax number.