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."We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Initial, out-the-box setup was easy with no problems."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"We have seen year over year customer satisfaction improvement for the last five years."
"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."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"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."
"It's a nice ticketing system."
"The initial setup isn't too difficult."
"The platform is easy to use."
"The most valuable feature is the management of projects from start to finish."
"The product has been pretty stable so far."
"The dashboard can be better."
"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."
"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."
"The reports need improvement, it is not a good functioning tool."
"I would also love to see consistency across all consoles."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The documentation could improve in BMC Helix ITSM."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The custom reporting needs to be improved."
"The speed could be better, and the reporting could be a lot better."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"ConnectWise PSA’s graphical interface is a little old."
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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