We performed a comparison between BMC Helix ITSM and TOPdesk 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."The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The most valuable features are the simplicity and the in-duty features."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Initial, out-the-box setup was easy with no problems."
"Change management is the most critical feature."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"It is an easy-to-use solution."
"Its ITSM approach is quite useful."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"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 dashboard can be better."
"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."
"The user experience could be better."
"In the next release, I would like to see AI used for classification or categorization."
"Log in process is unnecessarily complicated."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"An operator is also a user but requires creating two different records."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution's change management could be better."
"It is time-consuming to add new users."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 8.0, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and OpenText Service Manager, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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