We performed a comparison between Agiloft Service Desk Suite and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"We have seen year over year customer satisfaction improvement for the last five years."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"With service requests, we have been able to give visibility to the business users."
"In general, for incident management, it's okay."
"The solution can scale."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"In the next release, I would like to see AI used for classification or categorization."
"It needs to be more comfortable for the end-user."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The interface isn't that great."
"They could be more responsive to feedback from their community board."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Encountered issues with scalability and stability."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th 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.
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