We performed a comparison between BMC Remedyforce [EOL] and Freshdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution is very flexible."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."
"The stability is good. There are no bugs."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"The solution is very good at integrating systems."
"An inexpensive solution that is easy to set up and use without much support."
"BMC Remedyforce is a good tracking service in general."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"It is quite easy to program custom apps and integrate them."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It is very easy to make reports."
"Omnichannel is one of the most valuable features of the solution."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"The look and feel is very dated."
"The customer service management (CSM) features are in need of improvement."
"They need to make it possible to more easily customize the user interface."
"More flexible ways to change the existing configuration would benefit existing customers."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"There should be some tool to move SRD and SLA from the sandbox to production."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"I would like to see a little bit more color in the solution."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Technical support is not the best. It could be much, much better and offer better support to users."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while Freshdesk is ranked 6th in Help Desk Software with 27 reviews. BMC Remedyforce [EOL] is rated 7.8, while Freshdesk is rated 8.4. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". BMC Remedyforce [EOL] is most compared with , whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM.
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