We performed a comparison between BMC Helix ITSM and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We use this tool for managing tickets, other employee related services, and reporting purposes."
"Our Change Management and Incident Management processes have been greatly improved."
"It has centralized all work orders and help desk ticket tracking."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It's a very integrated solution."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"The interface is somewhat dated as compared to technologies in use today."
"They could be more responsive to feedback from their community board."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The dashboard can be better."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. BMC Helix ITSM is rated 8.0, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow.
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