Compare BMC Remedyforce vs. Freshservice

BMC Remedyforce is ranked 8th in Help Desk Software with 4 reviews while Freshservice is ranked 19th in Help Desk Software with 1 review. BMC Remedyforce is rated 9.0, while Freshservice is rated 6.0. The top reviewer of BMC Remedyforce writes "It has quickly become our go-to for managing all documentation related to IPCM". On the other hand, the top reviewer of Freshservice writes "Allowed the development team to concentrate on the client’s requirements, however the reporting and management information are very limited". BMC Remedyforce is most compared with ServiceNow, BMC Helix Remedy and Salesforce Service Cloud, whereas Freshservice is most compared with ServiceNow, Freshdesk and JIRA Service Desk.
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BMC Remedyforce Logo
2,431 views|1,785 comparisons
Freshservice Logo
2,230 views|1,395 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: September 2019.
365,820 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
ITIL best practices and smart practices are efficient in calculating the performance of services provided.Offers good reporting capabilities. Getting the right information is the key to understanding and improvements.Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily.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.Remedyforce has greatly improved our company's ability to accurately track and create new records.Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training.

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It allowed the development team to concentrate on the client’s requirements instead.

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Cons
There should be some tool to move SRD and SLA from the sandbox to production.​Improve the out-of-the-box ITIL compliance, which would be great for new customers.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.As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet.The setup was somewhat complex as it seemed there were three ways to do the same thing.

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The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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Pricing and Cost Advice
BMC Remedyforce is extremely reasonable when talking about licensing costs.The cost may be higher, but it is backed up by the great product and superb customer service.Licensing should be reviewed and understood before making the purchase.

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Ranking
8th
out of 44 in Help Desk Software
Views
2,431
Comparisons
1,785
Reviews
4
Average Words per Review
270
Avg. Rating
9.0
19th
out of 44 in Help Desk Software
Views
2,230
Comparisons
1,395
Reviews
1
Average Words per Review
131
Avg. Rating
6.0
Top Comparisons
Compared 51% of the time.
Compared 26% of the time.
Compared 28% of the time.
Compared 22% of the time.
Compared 9% of the time.
Also Known As
Remedyforce
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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
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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
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: September 2019.
365,820 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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