We performed a comparison between BMC Helix ITSM and Infraon Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The versatility and customizability of the product is what I like most."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"Improved our organization with better customer experience and reporting abilities."
"It has centralized all work orders and help desk ticket tracking."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The product's initial setup phase was easy."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The user experience could be better."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"In the next release, I would like to see AI used for classification or categorization."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"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."
"Adding additional fields does not work very well."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Infraon Desk is ranked 39th in Help Desk Software. BMC Helix ITSM is rated 8.0, while Infraon Desk is rated 7.6. 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 Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Infraon Desk is most compared with .
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