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."We have seen year over year customer satisfaction improvement for the last five years."
"It has the power to automatize several different tasks in the ITSM world."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"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."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"The Approval Central system needs to be refreshed."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Adding additional fields does not work very well."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"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."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"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."
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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.
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