We performed a comparison between BMC Helix ITSM and Freshservice 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."It's a very integrated solution."
"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."
"It provides a good user experience."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"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 valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The solution can perform well for large-sized companies."
"It allowed the development team to concentrate on the client’s requirements instead."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"Depending on the size of your organization, is pretty standard and useful."
"The solution has been stable."
"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."
"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."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Log in process is unnecessarily complicated."
"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 search feature and the dashboard could both be improved."
"We'd like better integration with other products."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The chat portal is not that great."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The round robin ticketing feature that they have is not ideal."
"Their analytics need improvement."
"Not integrated with Google."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Freshdesk, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Freshservice report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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