We performed a comparison between BMC Helix ITSM and LiveAgent based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."I like the single sign-on and that administrators can customize."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"It's one of the top solutions on the market for ITSM capabilities."
"The solution has good capabilities for analytics."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The solution can scale."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Support could be more skilled. We are wasting too much of our time debugging."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The Approval Central system needs to be refreshed."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"There are other products that are more popular."
"Connection to other softwares could be improved."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while LiveAgent is ranked 33rd in Help Desk Software. BMC Helix ITSM is rated 8.0, while LiveAgent 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 LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas LiveAgent is most compared with .
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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