We performed a comparison between BMC Helix ITSM and Kayako based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The digital workplace is appealing."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"The search feature and the dashboard could both be improved."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The interface is somewhat dated as compared to technologies in use today."
"In the next release, I would like to see AI used for classification or categorization."
"Some parts of the solutions are using the old interface."
"Log in process is unnecessarily complicated."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Kayako is ranked 45th in Help Desk Software. BMC Helix ITSM is rated 8.0, while Kayako is rated 8.0. 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 Kayako writes "Flexible, straightforward implementation, and helpful support". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Kayako is most compared with .
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