We performed a comparison between BMC Helix ITSM and Freshdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Initial, out-the-box setup was easy with no problems."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Improved our organization with better customer experience and reporting abilities."
"It's one of the top solutions on the market for ITSM capabilities."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Technical support is outstanding."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The UI is easy to use."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"It needs to be more comfortable for the end-user."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"The documentation could improve in BMC Helix ITSM."
"The interface is one major complaint about this product."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Asset management and branding are two areas in the solution that have scope for improvement."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like on-the-go translation,"
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Technical support is not the best. It could be much, much better and offer better support to users."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshdesk is ranked 9th in Help Desk Software with 27 reviews. BMC Helix ITSM is rated 8.0, while Freshdesk is rated 8.4. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Atlassian Confluence. See our BMC Helix ITSM vs. Freshdesk report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.