We performed a comparison between BMC Helix ITSM and TOPdesk 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."Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"In general, for incident management, it's okay."
"Improved our organization with better customer experience and reporting abilities."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It's a very integrated solution."
"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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"It has centralized all work orders and help desk ticket tracking."
"Change management is the most critical feature."
"The most valuable feature of this solution is the incident management module."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"It is an easy-to-use solution."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"The most valuable feature of TOPdesk is the reports."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Its ITSM approach is quite useful."
"BMC Helix ITSM should improve its price."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The amount of software issues are still too big, even considering the complexity of the tool."
"The documentation could improve in BMC Helix ITSM."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The interface is somewhat dated as compared to technologies in use today."
"Adding additional fields does not work very well."
"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."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"The solution's change management could be better."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"It is time-consuming to add new users."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"An operator is also a user but requires creating two different records."
"Change management implementation, facility management, and making reservations on assets can be improved."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 8.0, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and OpenText Service Manager, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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