We performed a comparison between Agiloft Service Desk Suite and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The product's initial setup phase was easy."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"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."
"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."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"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."
"It takes a long-time to plan and deploy the on-premise solution."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th 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, Freshdesk and IBM Maximo.
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