We performed a comparison between BMC Helix ITSM and Freshservice 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."
"The versatility and customizability of the product is what I like most."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The most valuable features are the simplicity and the in-duty features."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"It's one of the top solutions on the market for ITSM capabilities."
"I like the single sign-on and that administrators can customize."
"Depending on the size of your organization, is pretty standard and useful."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"There is a nice user interface."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"It allowed the development team to concentrate on the client’s requirements instead."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"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."
"The documentation could improve in BMC Helix ITSM."
"The amount of software issues are still too big, even considering the complexity of the tool."
"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."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"BMC Helix ITSM should have an easy-to-use user interface."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Not integrated with Google."
"A chat bot needs to be added to the portal."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice could improve the integration with Microsoft Outlook."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"Freshservice could improve the delegation and workflow management features."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The round robin ticketing feature that they have is not ideal."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Serviceaide ChangeGear , whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and SCSM. See our BMC Helix ITSM vs. Freshservice report.
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