We performed a comparison between BMC Helix ITSM and TeamSupport 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 feature for our customers using BMC Helix ITSM is change management."
"It provides a good user experience."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"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."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The two most valuable features are the portal and reporting."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The interface is somewhat dated as compared to technologies in use today."
"Some parts of the solutions are using the old interface."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It needs better integration with other tools like Jira."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while TeamSupport is ranked 42nd in Help Desk Software. BMC Helix ITSM is rated 8.0, while TeamSupport 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 TeamSupport writes "Stable, easy to install, and cost effective, but it needs better integration and data management". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas TeamSupport is most compared with .
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