Compare BMC Helix ITSM vs. Zendesk Support

Cancel
You must select at least 2 products to compare!
BMC Helix ITSM Logo
11,294 views|7,064 comparisons
Zendesk Support Logo
100 views|67 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. Zendesk Support and other solutions. Updated: July 2021.
521,817 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."

More BMC Helix ITSM Pros »

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team.""It's very convenient to use.""The initial setup is simple and straightforward."

More Zendesk Support Pros »

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."

More BMC Helix ITSM Cons »

"The solution could integrate better with QR codes from some websites such as Facebook.""They have something called Zendesk Explore, which isn't as good as what they had in place previously.""Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

More Zendesk Support Cons »

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."

More BMC Helix ITSM Pricing and Cost Advice »

"The price is very competitive."

More Zendesk Support Pricing and Cost Advice »

report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
521,817 professionals have used our research since 2012.
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's very convenient to use.
Top Answer: Zendesk used to have a whole reporting tool, which they have actually terminated. That has been a small blow for us, however, it used to be a feature where they had that tool that allowed you to just… more »
Ranking
5th
out of 56 in Help Desk Software
Views
11,294
Comparisons
7,064
Reviews
7
Average Words per Review
541
Rating
7.9
17th
out of 56 in Help Desk Software
Views
100
Comparisons
67
Reviews
3
Average Words per Review
608
Rating
8.3
Popular Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
Learn More
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 Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Offer
Learn more about BMC Helix ITSM
Learn more about Zendesk Support
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
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%
No Data Available
Company Size
REVIEWERS
Small Business23%
Midsize Enterprise18%
Large Enterprise59%
No Data Available
Find out what your peers are saying about BMC Helix ITSM vs. Zendesk Support and other solutions. Updated: July 2021.
521,817 professionals have used our research since 2012.

BMC Helix ITSM is ranked 5th in Help Desk Software with 9 reviews while Zendesk Support is ranked 17th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 7.6, while Zendesk Support is rated 8.4. 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 Support writes "Seamless and easy to set up with a good Slack integration". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Micro Focus Service Manager, whereas Zendesk Support is most compared with Sendbird Desk and Kustomer. See our BMC Helix ITSM vs. Zendesk Support report.

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.