We performed a comparison between BMC Helix ITSM and Zendesk 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."It has centralized all work orders and help desk ticket tracking."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Our Change Management and Incident Management processes have been greatly improved."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"I like the single sign-on and that administrators can customize."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"In general, for incident management, it's okay."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It is a scalable solution."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"Zendesk Support has a lot of good APIs."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It's very convenient to use."
"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."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"The dashboard can be better."
"The user experience could be better."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The solution could integrate better with QR codes from some websites such as Facebook."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The solution itself wasn't easy to set up."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The support team is time-consuming, and they don't find the answer to our problem."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Ivanti Neurons for ITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and TOPdesk. See our BMC Helix ITSM vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) 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.