We performed a comparison between BMC Helix ITSM and LiveAgent based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The solution can perform well for large-sized companies."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Improved our organization with better customer experience and reporting abilities."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"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 most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Adding additional fields does not work very well."
"They could be more responsive to feedback from their community board."
"The interface is somewhat dated as compared to technologies in use today."
"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."
"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 dashboard can be better."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"Connection to other softwares could be improved."
"There are other products that are more popular."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while LiveAgent is ranked 33rd in Help Desk Software. BMC Helix ITSM is rated 8.0, while LiveAgent 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 LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas LiveAgent is most compared with .
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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