We performed a comparison between Agiloft Service Desk Suite and BMC Helix ITSM 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."Our customer service and productivity have increased in quality and quantity since using this product."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Helix is stable."
"The solution can scale."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Improved our organization with better customer experience and reporting abilities."
"Our Change Management and Incident Management processes have been greatly improved."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"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 interface is one major complaint about this product."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"It needs to be more comfortable for the end-user."
"They could be more responsive to feedback from their community board."
"Log in process is unnecessarily complicated."
"The Approval Central system needs to be refreshed."
"Needs less infrastructure requirements."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. Agiloft Service Desk Suite is rated 9.6, while BMC Helix ITSM is rated 8.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". Agiloft Service Desk Suite is most compared with , whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo. See our Agiloft Service Desk Suite vs. BMC Helix ITSM report.
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