We performed a comparison between BMC Helix ITSM and Hornbill Systems Supportworks 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 can perform well for large-sized companies."
"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."
"Our Change Management and Incident Management processes have been greatly improved."
"Improved our organization with better customer experience and reporting abilities."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The product's initial setup phase was easy."
"Technical support has been fine."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Some parts of the solutions are using the old interface."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The interface isn't that great."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Support could be more skilled. We are wasting too much of our time debugging."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. BMC Helix ITSM is rated 8.0, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow. See our BMC Helix ITSM vs. Hornbill Systems Supportworks report.
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