We performed a comparison between BMC Helix ITSM and SolarWinds Web Help Desk 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."Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Technical support has been fine."
"It's one of the top solutions on the market for ITSM capabilities."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"It has centralized all work orders and help desk ticket tracking."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Once installed, it runs like a charm and doesn't ever crash."
"The most valuable feature of this solution is the assets management module."
"It is easy to use."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"SolarWinds is scalable as far as adding devices and servers."
"The Approval Central system needs to be refreshed."
"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."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"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."
"I would also love to see consistency across all consoles."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"A little outdated compared to newer products that include protection and detection."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"This solution needs to have mobile application support added."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. BMC Helix ITSM is rated 8.0, while SolarWinds Web Help Desk is rated 7.6. 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 SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. SolarWinds Web Help Desk report.
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