We performed a comparison between BMC Helix ITSM and ConnectWise PSA 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."The solution has good capabilities for analytics."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It has the power to automatize several different tasks in the ITSM world."
"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."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"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."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The product's initial setup phase was easy."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The most valuable feature is the management of projects from start to finish."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"The platform is easy to use."
"The initial setup isn't too difficult."
"It's a nice ticketing system."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Support could be better."
"Some parts of the solutions are using the old interface."
"It takes a long-time to plan and deploy the on-premise solution."
"BMC Helix ITSM should improve its price."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The custom reporting needs to be improved."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"It needs to be easier to share tickets between users who need to work together."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"The speed could be better, and the reporting could be a lot better."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"ConnectWise PSA’s graphical interface is a little old."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. BMC Helix ITSM is rated 8.0, while ConnectWise PSA is rated 8.2. 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 ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. ConnectWise PSA report.
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