We performed a comparison between BMC Helix ITSM and SolarWinds Web Help Desk 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."Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"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 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 use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The solution has good capabilities for analytics."
"The most valuable features are the simplicity and the in-duty features."
"Helix is stable."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
"The most valuable feature of this solution is the assets management module."
"It is easy to use."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"BMC Helix ITSM should improve its price."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Adding additional fields does not work very well."
"The user experience could be better."
"The interface is somewhat dated as compared to technologies in use today."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The Approval Central system needs to be refreshed."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"This solution needs to have mobile application support added."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"A little outdated compared to newer products that include protection and detection."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. BMC Helix ITSM is rated 8.0, while SolarWinds Web Help Desk is rated 7.6. 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 SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. SolarWinds Web Help Desk report.
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