We performed a comparison between BMC Helix ITSM and Freshservice 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."We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"We have seen year over year customer satisfaction improvement for the last five years."
"I like the single sign-on and that administrators can customize."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"There is a nice user interface."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"Ability to scan barcodes and a great search feature."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"You can just register and within five to minute minutes, you are ready to go."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The dashboard can be better."
"I would also love to see consistency across all consoles."
"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."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Support could be better."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"It's hard to interact directly with the users themselves."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice could improve the delegation and workflow management features."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Serviceaide ChangeGear , whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and SCSM. See our BMC Helix ITSM vs. Freshservice report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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