We performed a comparison between BMC Helix ITSM and ConnectWise PSA 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."
"The solution has good capabilities for analytics."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"With service requests, we have been able to give visibility to the business users."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The initial setup isn't too difficult."
"The most valuable feature is the management of projects from start to finish."
"The product has been pretty stable so far."
"Contains every feature that a VAR or MSP would want."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"The platform is easy to use."
"The interface is somewhat dated as compared to technologies in use today."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Some parts of the solutions are using the old interface."
"Support could be better."
"The interface isn't that great."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The speed could be better, and the reporting could be a lot better."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"It needs to be easier to share tickets between users who need to work together."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. BMC Helix ITSM is rated 8.0, while ConnectWise PSA is rated 8.2. 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 ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS. See our BMC Helix ITSM vs. ConnectWise PSA report.
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