Compare BMC Helix Remedy vs. Freshservice

BMC Helix Remedy is ranked 3rd in Help Desk Software with 14 reviews while Freshservice which is ranked 21st in Help Desk Software with 1 review. BMC Helix Remedy is rated 8.6, while Freshservice is rated 6.0. The top reviewer of BMC Helix Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". On the other hand, the top reviewer of Freshservice writes "Allowed the development team to concentrate on the client’s requirements, however the reporting and management information are very limited". BMC Helix Remedy is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas Freshservice is most compared with ServiceNow, Freshdesk and JIRA Service Desk. See our BMC Helix Remedy vs. Freshservice report.
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BMC Helix Remedy Logo
25,081 views|7,708 comparisons
Freshservice Logo
4,641 views|1,367 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix Remedy vs. Freshservice and other solutions. Updated: July 2019.
360,852 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
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.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 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.Improved our organization with better customer experience and reporting abilities.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.The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

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It allowed the development team to concentrate on the client’s requirements instead.

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Cons
We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.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.If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.Support could be more skilled. We are wasting too much of our time debugging.​The amount of software issues are still too big, even considering the complexity of the tool.Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.

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The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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Pricing and Cost Advice
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.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.

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Ranking
3rd
out of 44 in Help Desk Software
Views
25,081
Comparisons
7,708
Reviews
14
Average Words per Review
293
Avg. Rating
8.6
21st
out of 44 in Help Desk Software
Views
4,641
Comparisons
1,367
Reviews
1
Average Words per Review
241
Avg. Rating
6.0
Top Comparisons
Compared 73% of the time.
Compared 5% of the time.
Compared 28% of the time.
Compared 23% of the time.
Compared 9% of the time.
Also Known As
Remedy ITSM, Remedy
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BMC
Freshworks
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.

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

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Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversitySinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Top Industries
REVIEWERS
Financial Services Firm27%
Comms Service Provider13%
Manufacturing Company13%
Government13%
VISITORS READING REVIEWS
Software R&D Company21%
Manufacturing Company20%
Financial Services Firm17%
Pharma/Biotech Company5%
No Data Available
Find out what your peers are saying about BMC Helix Remedy vs. Freshservice and other solutions. Updated: July 2019.
360,852 professionals have used our research since 2012.
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.
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