Compare BMC Remedyforce vs. Freshservice

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BMC Remedyforce Logo
2,981 views|2,150 comparisons
Freshservice Logo
1,824 views|1,336 comparisons
Most Helpful Review
Use BMC Remedyforce? Share your opinion.
Find out what your peers are saying about BMC Remedyforce vs. Freshservice and other solutions. Updated: January 2021.
455,164 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"An inexpensive solution that is easy to set up and use without much support.""It's a stable solution.""The interface and customization are the solution's most valuable features.""The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.""If a company needs to expand the solution, they are able to do so. It is quite scalable.""The solution is very good at integrating systems.""The feature that we like best is the stability of the product.""The reporting is very good and you can do incident matching."

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"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.""The overall functionality of the product is excellent."

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Cons
"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs.""They need to include more high-end technology, different languages, the kinds of things not yet included in the product.""The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution.""The solution's technical support is in need of a lot of improvement.""It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad.""It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it.""The customer service management (CSM) features are in need of improvement.""The ease of customization needs improvement."

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"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

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Pricing and Cost Advice
"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

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"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan.""The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

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Questions from the Community
Top Answer: The solution is very good at integrating systems.
Top Answer: The licensing model is complex. For example, some parts are based on the company (how many people use it) and some parts are based on the service model. It differs.
Top Answer: The monitoring system could be improved. It would be helpful if the solution was more open-source so that there is more community content available. It's hard to find information about the solution… more »
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Ranking
8th
out of 53 in Help Desk Software
Views
2,981
Comparisons
2,150
Reviews
9
Average Words per Review
621
Rating
7.3
11th
out of 53 in Help Desk Software
Views
1,824
Comparisons
1,336
Reviews
2
Average Words per Review
855
Rating
8.5
Popular Comparisons
Compared 55% of the time.
Compared 24% of the time.
Compared 11% of the time.
Compared 39% of the time.
Compared 9% of the time.
Compared 6% of the time.
Also Known As
RemedyforceFlint
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BMC
Freshworks
Overview

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

  • Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
  • Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
  • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
  • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
  • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing


Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Offer
Learn more about BMC Remedyforce
Learn more about Freshservice
Sample Customers
Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Top Industries
VISITORS READING REVIEWS
Computer Software Company39%
Comms Service Provider16%
Financial Services Firm7%
Government6%
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider18%
Media Company10%
Healthcare Company7%
Company Size
REVIEWERS
Small Business23%
Midsize Enterprise38%
Large Enterprise38%
REVIEWERS
Small Business71%
Midsize Enterprise14%
Large Enterprise14%
Find out what your peers are saying about BMC Remedyforce vs. Freshservice and other solutions. Updated: January 2021.
455,164 professionals have used our research since 2012.

BMC Remedyforce is ranked 8th in Help Desk Software with 9 reviews while Freshservice is ranked 11th in Help Desk Software with 2 reviews. BMC Remedyforce is rated 7.4, while Freshservice is rated 8.6. The top reviewer of BMC Remedyforce writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of Freshservice writes "Easy to use and implement with a good user interface". BMC Remedyforce is most compared with ServiceNow, JIRA Service Desk, BMC Helix ITSM and Salesforce Service Cloud, whereas Freshservice is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Freshdesk and Provance IT Asset Management Pack. See our BMC Remedyforce vs. Freshservice report.

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