We performed a comparison between BMC Helix ITSM and TOPdesk 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 ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Helix is stable."
"The product's initial setup phase was easy."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"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 are the simplicity and the in-duty features."
"The solution has good capabilities for analytics."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Change management is the most critical feature."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is the reports."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"It is an easy-to-use solution."
"The most valuable feature of this solution is the incident management module."
"Its ITSM approach is quite useful."
"Needs less infrastructure requirements."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Support could be more skilled. We are wasting too much of our time debugging."
"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."
"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."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"It has created more layers of bureaucracy."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"An operator is also a user but requires creating two different records."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"It is time-consuming to add new users."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"The solution's change management could be better."
"Change management implementation, facility management, and making reservations on assets can be improved."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 8.0, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Serviceaide ChangeGear , whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk and Zendesk. See our BMC Helix ITSM vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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