We performed a comparison between BMC Helix ITSM and ConnectWise PSA 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."BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The versatility and customizability of the product is what I like most."
"The solution can perform well for large-sized companies."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The most valuable features are the simplicity and the in-duty features."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The digital workplace is appealing."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"The product has been pretty stable so far."
"It's a nice ticketing system."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The platform is easy to use."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The most valuable feature is the management of projects from start to finish."
"They could be more responsive to feedback from their community board."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Log in process is unnecessarily complicated."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"In the next release, I would like to see AI used for classification or categorization."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"The speed could be better, and the reporting could be a lot better."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. BMC Helix ITSM is rated 8.0, while ConnectWise PSA is rated 8.2. 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 ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. ConnectWise PSA report.
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