Anonymous UserIT System Administrator at a healthcare company
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"The discovery feature is very flexible."
"This product solidly handles incident management, problem management, and change management."
"It is stable and its technical support is good and quick."
"An inexpensive solution that is easy to set up and use without much support."
"It's a stable solution."
"The interface and customization are the solution's most valuable features."
"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"The solution is very good at integrating systems."
"The feature that we like best is the stability of the product."
"The reporting is very good and you can do incident matching."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The mobile version of this product does not support asset management."
"The pricing could be a little lower and the product should cover more iTel versions."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."
"The solution's technical support is in need of a lot of improvement."
"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."
"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."
"The customer service management (CSM) features are in need of improvement."
"The ease of customization needs improvement."
"Our costs are well over $250,000."
"This solution has good pricing."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."
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BMC FootPrints Service Core is ranked 18th in Help Desk Software with 4 reviews while BMC Remedyforce is ranked 9th in Help Desk Software with 9 reviews. BMC FootPrints Service Core is rated 8.2, while BMC Remedyforce is rated 7.4. The top reviewer of BMC FootPrints Service Core writes "The primary value for us are the incident, problem, and change management features". On the other hand, the top reviewer of BMC Remedyforce writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". BMC FootPrints Service Core is most compared with ServiceNow, BMC Helix ITSM and JIRA Service Desk, whereas BMC Remedyforce is most compared with ServiceNow, JIRA Service Desk, BMC Helix ITSM, Salesforce Service Cloud and Zendesk Guide. See our BMC FootPrints Service Core vs. BMC Remedyforce report.
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