Compare BMC Helix ITSM vs. Zendesk Guide

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BMC Helix ITSM Logo
11,294 views|7,064 comparisons
Zendesk Guide Logo
3,088 views|2,739 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. Zendesk Guide and other solutions. Updated: July 2021.
521,637 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.""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.""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.""The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer.""It has the power to automatize several different tasks in the ITSM world."

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"The product offers very good management. It has a great ability to assign tickets based on content.""It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

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Cons
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.""They could be more responsive to feedback from their community board.""In the next release, I would like to see AI used for classification or categorization.""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.""It needs to be more comfortable for the end-user.""Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.""The reports need improvement, it is not a good functioning tool.""Some parts of the solutions are using the old interface."

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"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,"

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Pricing and Cost Advice
"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.""I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

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"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Questions from the Community
Top Answer: It has the power to automatize several different tasks in the ITSM world.
Top Answer: Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has… more »
Top Answer: The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as… more »
Top Answer: It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features… more »
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: In terms of what could be improved, it was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up. I asked my director… more »
Ranking
Views
11,294
Comparisons
7,064
Reviews
7
Average Words per Review
541
Rating
7.9
Views
3,088
Comparisons
2,739
Reviews
2
Average Words per Review
1,464
Rating
7.0
Popular Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
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Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

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Learn more about BMC Helix ITSM
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Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
REVIEWERS
Computer Software Company17%
Financial Services Firm17%
Manufacturing Company17%
Retailer13%
VISITORS READING REVIEWS
Computer Software Company38%
Comms Service Provider13%
Government8%
Financial Services Firm6%
REVIEWERS
Computer Software Company27%
Financial Services Firm14%
Construction Company9%
Marketing Services Firm9%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider24%
Government5%
Educational Organization4%
Company Size
REVIEWERS
Small Business23%
Midsize Enterprise18%
Large Enterprise59%
REVIEWERS
Small Business42%
Midsize Enterprise40%
Large Enterprise19%
Find out what your peers are saying about BMC Helix ITSM vs. Zendesk Guide and other solutions. Updated: July 2021.
521,637 professionals have used our research since 2012.

BMC Helix ITSM is ranked 5th in IT Service Management (ITSM) with 8 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 2 reviews. BMC Helix ITSM is rated 7.8, while Zendesk Guide is rated 7.0. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Symphony SUMMIT IT Management Suite, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and PagerDuty. See our BMC Helix ITSM vs. Zendesk Guide report.

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We monitor all IT Service Management (ITSM) 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.