We performed a comparison between BMC Helix ITSM and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Helix is stable."
"The most valuable features are the simplicity and the in-duty features."
"The versatility and customizability of the product is what I like most."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Technical support has been fine."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"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 solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"BMC Helix ITSM should have an easy-to-use user interface."
"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 initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"The dashboard can be better."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
More Hornbill Systems Supportworks Pricing and Cost Advice →
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. BMC Helix ITSM is rated 8.0, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow.
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.