BMC Helix ITSM vs ProProfs Help Desk comparison

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Executive Summary

We performed a comparison between BMC Helix ITSM and ProProfs Help Desk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
  • "Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
  • "While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
  • "If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
  • "It is costly, but it is well worth it."
  • "Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • More BMC Helix ITSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures Having ITSM and proper knowledge is essential for our work to be acknowledged and… more »
    Top Answer:Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various… more »
    Top Answer:We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics… more »
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    Ranking
    3rd
    out of 59 in Help Desk Software
    Views
    8,522
    Comparisons
    4,804
    Reviews
    21
    Average Words per Review
    414
    Rating
    7.6
    43rd
    out of 59 in Help Desk Software
    Views
    113
    Comparisons
    74
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    ProProfs Help Desk has been developed to cater to the ever-growing needs of the customer service industry. This tool enables agents to track user queries and requests effectively. This kind of issue tracking leads to faster ticket resolution. ProProfs Help Desk is a cloud-based ticketing system; best known for its “shared inbox” feature. Agents can view, access, and assign tickets to the concerned individual or, team while working on the collaborative email-like interface. Besides, managers can prioritize, label, and mark tickets that demand immediate attention and resolution. They can set up workflow rules around filters, priorities, and service level agreements.

    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Sony, Dell, Cisco
    Top Industries
    REVIEWERS
    Computer Software Company22%
    Manufacturing Company16%
    Comms Service Provider13%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm13%
    Government10%
    Manufacturing Company6%
    No Data Available
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    No Data Available
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ProProfs Help Desk is ranked 43rd in Help Desk Software. BMC Helix ITSM is rated 8.0, while ProProfs Help Desk is rated 0.0. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas ProProfs Help Desk is most compared with .

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.