Compare BMC Helix ITSM vs. Freshdesk

BMC Helix ITSM is ranked 8th in Help Desk Software with 3 reviews while Freshdesk is ranked 11th in Help Desk Software with 1 review. BMC Helix ITSM is rated 9.4, while Freshdesk is rated 10.0. The top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". On the other hand, the top reviewer of Freshdesk writes "Stable and scalable with a straightforward setup". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas Freshdesk is most compared with JIRA Service Desk, ServiceNow, ManageEngine ServiceDesk Plus, TOPdesk and Freshservice.
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BMC Helix ITSM Logo
13,938 views|8,558 comparisons
Freshdesk Logo
2,694 views|2,214 comparisons
Most Helpful Review
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Find out what your peers are saying about ServiceNow, Atlassian, Microsoft and others in Help Desk Software. Updated: July 2020.
430,148 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
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.In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.

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The organization that is possible with other departments is the solution's most valuable aspect.

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Cons
In the next release, I would like to see AI used for classification or categorization.They could be more responsive to feedback from their community board.To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.

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Technical support is not the best. It could be much, much better and offer better support to users.

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Pricing and Cost Advice
If you are looking for some kind of professional services form the OEM then you would have to purchase that.

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430,148 professionals have used our research since 2012.
Ranking
8th
out of 55 in Help Desk Software
Views
13,938
Comparisons
8,558
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
11th
out of 55 in Help Desk Software
Views
2,694
Comparisons
2,214
Reviews
1
Average Words per Review
297
Avg. Rating
10.0
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 5% of the time.
Compared 23% of the time.
Compared 18% of the time.
Compared 5% of the time.
Compared 4% of the time.
Also Known As
Remedy ITSM, Remedy, Helix Remedy
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BMC
Freshworks
Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

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Learn more about BMC Helix ITSM
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Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityHonda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Top Industries
REVIEWERS
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider7%
Media Company6%
VISITORS READING REVIEWS
Computer Software Company26%
Retailer14%
Comms Service Provider11%
Real Estate/Law Firm5%
Find out what your peers are saying about ServiceNow, Atlassian, Microsoft and others in Help Desk Software. Updated: July 2020.
430,148 professionals have used our research since 2012.

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