We performed a comparison between Agiloft Service Desk Suite and BMC Helix ITSM 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."Our customer service and productivity have increased in quality and quantity since using this product."
"The digital workplace is appealing."
"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."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"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."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Improved our organization with better customer experience and reporting abilities."
"It has centralized all work orders and help desk ticket tracking."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Needs less infrastructure requirements."
"It has created more layers of bureaucracy."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The search feature and the dashboard could both be improved."
"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."
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Agiloft Service Desk Suite is ranked 39th in Help Desk Software while BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews. Agiloft Service Desk Suite is rated 9.6, while BMC Helix ITSM is rated 8.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". Agiloft Service Desk Suite is most compared with , whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Freshdesk. See our Agiloft Service Desk Suite vs. BMC Helix ITSM report.
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