We performed a comparison between BMC Helix ITSM and Freshservice 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 digital workplace is appealing."
"It provides a good user experience."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"It's one of the top solutions on the market for ITSM capabilities."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Our Change Management and Incident Management processes have been greatly improved."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"We found the initial setup to be very simple."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"It allowed the development team to concentrate on the client’s requirements instead."
"You can just register and within five to minute minutes, you are ready to go."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"Ability to scan barcodes and a great search feature."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The user experience could be better."
"They could be more responsive to feedback from their community board."
"In the next release, I would like to see AI used for classification or categorization."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The interface isn't that great."
"Freshservice's technical support has issues with delays and translations."
"Their analytics need improvement."
"The chat portal is not that great."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Not integrated with Google."
"The round robin ticketing feature that they have is not ideal."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while Freshservice 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Freshdesk, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Freshservice report.
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