We performed a comparison between BMC Helix ITSM and SysAid 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."The most valuable feature for our customers using BMC Helix ITSM is change management."
"It's one of the top solutions on the market for ITSM capabilities."
"The solution can scale."
"The most valuable features are the simplicity and the in-duty features."
"It's a very integrated solution."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Improved our organization with better customer experience and reporting abilities."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The solution can scale."
"I would say the overall flexibility of the product is its most valuable feature."
"The simplicity of the solution is excellent."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The interface is somewhat dated as compared to technologies in use today."
"The documentation could improve in BMC Helix ITSM."
"Needs less infrastructure requirements."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Some parts of the solutions are using the old interface."
"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."
"They could be more responsive to feedback from their community board."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"Currently, SysAid does not have a mobile application."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. BMC Helix ITSM is rated 8.0, while SysAid is rated 8.4. 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 SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk. See our BMC Helix ITSM vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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