We performed a comparison between BMC Helix ITSM, Kayako, and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature for our customers using BMC Helix ITSM is change management."
"Helix is stable."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"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."
"It provides a good user experience."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Incident Management is a good feature."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"There are a lot of great templates that you can take advantage of."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"Support could be more skilled. We are wasting too much of our time debugging."
"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 search feature and the dashboard could both be improved."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"BMC Helix ITSM should have an easy-to-use user interface."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The interface is one major complaint about this product."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Lacks some flexibility in the configuration of workflows."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"I think asset management took a hit recently."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
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