We performed a comparison between BMC Helix ITSM, Freshdesk, and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Technical support has been fine."
"It has the power to automatize several different tasks in the ITSM world."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"It provides a good user experience."
"Improved our organization with better customer experience and reporting abilities."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"Technical support is outstanding."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The UI is easy to use."
"It is quite easy to program custom apps and integrate them."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of this solution is the incident management module."
"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."
"Change management is the most critical feature."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is the reports."
"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."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The interface is somewhat dated as compared to technologies in use today."
"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."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The interface isn't that great."
"I would like on-the-go translation,"
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like to see a little bit more color in the solution."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"Asset management and branding are two areas in the solution that have scope for improvement."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"An operator is also a user but requires creating two different records."
"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."
"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."
"It is time-consuming to add new users."
"The solution's change management could be better."
"Change management implementation, facility management, and making reservations on assets can be improved."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."