We performed a comparison between Agiloft Service Desk Suite and BMC Helix ITSM 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."Our customer service and productivity have increased in quality and quantity since using this product."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"It's one of the top solutions on the market for ITSM capabilities."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"We have seen year over year customer satisfaction improvement for the last five years."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The Approval Central system needs to be refreshed."
"The amount of software issues are still too big, even considering the complexity of the tool."
"In the next release, I would like to see AI used for classification or categorization."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"BMC Helix ITSM should have an easy-to-use user interface."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"It needs to be more comfortable for the end-user."
"BMC Helix ITSM should improve its price."
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Agiloft Service Desk Suite is ranked 39th in Help Desk Software while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. Agiloft Service Desk Suite is rated 9.6, while BMC Helix ITSM is rated 8.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". Agiloft Service Desk Suite is most compared with , whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Freshdesk. See our Agiloft Service Desk Suite vs. BMC Helix ITSM report.
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