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."The product's initial setup phase was easy."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"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."
"It has centralized all work orders and help desk ticket tracking."
"The solution has good capabilities for analytics."
"Improved our organization with better customer experience and reporting abilities."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"It's a very integrated solution."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"The solution has been stable."
"The overall functionality of the product is excellent."
"We found the initial setup to be very simple."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Freshservice's best feature is its user-friendliness."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The search feature and the dashboard could both be improved."
"In the next release, I would like to see AI used for classification or categorization."
"The Approval Central system needs to be refreshed."
"The reports need improvement, it is not a good functioning tool."
"The analytics could be better."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Not integrated with Google."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
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 TOPdesk, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ServiceNow IT Operations Management. See our BMC Helix ITSM vs. Freshservice report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.