


Zendesk and BMC Helix Enterprise Service Management compete in the customer support and ITSM categories. Zendesk appears to have the upper hand with its strong integration capabilities, ease of use, and flexibility in deployment options, which are essential for productivity and seamless operations.
Features: Zendesk provides easy setup and extensive integration options with popular platforms, offering seamless ticket management and robust analytics for faster resolution times. Features like macros, reports, and extensive integration options enhance productivity. BMC Helix Enterprise Service Management offers standout ITSM and AIOps functionalities with real-time capabilities, event correlations, and root cause analysis, essential for proactive issue identification. Its dashboards and ITIL-aligned features, like incident and change management, boost operational efficiency.
Room for Improvement: Users of Zendesk seek better reporting customizations, stable data synchronization, and improved user role flexibility. Challenges such as complex trigger setups and limited analytics insights are noteworthy. For BMC Helix Enterprise Service Management, improvements in user interface usability, AI capabilities, and streamlined integration with external platforms are needed. Addressing CMDB complexities and dashboard enhancements is also crucial for effective service management.
Ease of Deployment and Customer Service: Zendesk supports a variety of deployment options, including public, private, and hybrid cloud setups, and is praised for its flexibility and robust support services. BMC Helix Enterprise Service Management also offers multiple deployment types but presents a steeper learning curve, with calls for improved documentation and guidance for newcomers.
Pricing and ROI: Zendesk’s pricing, while considered high, delivers justified returns in productivity and operational efficiency, supported by its easy setup and strong customer support. BMC Helix Enterprise Service Management is often viewed as more expensive than alternatives but provides robust features that validate its investment for comprehensive ITSM and automation needs. Both platforms enhance ROI, yet Zendesk’s flexible pricing better accommodates diverse business scales.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Automation Anywhere has helped us save money.
Developing metrics to monitor disk capacity prevents potential disasters.
I have seen a return on investment with BMC Helix Enterprise Service Management by reducing the MTTR by up to 30%.
Focusing on RCA, the root cause of the incident, and how we can reduce incidents while also reducing the FTE count in managing production bots.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
Whenever we need help, we can reach out to them, and they help us out.
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
The initial phases of investigation will be very short because you have a dedicated, assigned resource who is understanding your environment, already knows your environment, already knows your understanding and your needs, so it will be much better.
The customer support for BMC Helix Enterprise Service Management is excellent.
we receive time-to-time responses, and we get responses within 24 hours.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
The centralized control room allows us to orchestrate and manage bots seamlessly.
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
They have scaled it up higher to finance and other modules already.
The scalability of BMC Helix Enterprise Service Management is impressive; we run close to 22,000 workloads in Microsoft Azure and 10,000+ virtual machines in the VMware on-premise environment.
BMC Helix Enterprise Service Management is scalable in terms of managing four OEMs now; if we have to use it for 10 OEMs, it would be scalable for us.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
With the latest applications, there are no significant issues like freezing or crashing.
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
The stability of the solution could be improved, specifically in the area of the Configuration Management Database (CMDB).
BMC Helix Enterprise Service Management is stable in my experience.
BMC Helix Enterprise Service Management is stable.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
I did not face any slowdown issue in Zendesk; it smoothly handles a lot of tickets.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
In BMC Helix, there are issues with the Configuration Management Database (CMDB), such as duplicate entries and problems with reconciliation.
The main problem that I found is that once we receive the incident, we cannot change it to a work order. That is not possible at all in BMC Helix Enterprise Service Management.
BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
It is more cost-efficient compared to all other RPA platforms.
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
It is not cheap, with costs ranging between 700 to 800 dollars per month.
From what I heard from procurement and management, BMC Helix Enterprise Service Management overall is a costly setup.
My experience with pricing, setup costs, and licensing for BMC Helix Enterprise Service Management indicates that the pricing is high compared to competitors available in the market, such as ServiceNow or Jira.
It is not significant in terms of cost.
My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
The best features BMC Helix Enterprise Service Management offers include their reporting module, which was excellent and the best feature about the product.
Now in BMC Helix Enterprise Service Management, we can define a lot of workflows. We can add approval workflows. Many features are available.
For instance, if I monitor a server with disk thresholds, an email alert notifies the end user when storage is reaching its maximum capacity, which is extremely helpful.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.


| Company Size | Count |
|---|---|
| Small Business | 157 |
| Midsize Enterprise | 82 |
| Large Enterprise | 558 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 1 |
| Large Enterprise | 13 |
| Company Size | Count |
|---|---|
| Small Business | 37 |
| Midsize Enterprise | 22 |
| Large Enterprise | 12 |
Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.
Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.
What are the important features of Automation Anywhere?
What benefits should be evaluated in reviews?
In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.
BMC Helix Enterprise Service Management offers intelligent automation, customizable workflows, and improved SLA management with seamless communication in IT service management, enhancing ticket classification and routing efficiency.
BMC Helix Enterprise Service Management integrates AI-driven automation and supports multi-cloud infrastructure discovery, improving operational efficiency and reducing manual errors. It enhances collaboration and decision-making with robust change and incident management. While beneficial, it needs improvements in language support, navigation usability, and integration capabilities to better serve large-scale environments.
What are the key features of BMC Helix Enterprise Service Management?BMC Helix Enterprise Service Management is implemented across industries such as IT, healthcare, and finance where automation and workflow customization are priority. It supports service requests, change management, and compliance, boosting operational efficiency and service delivery.
Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.
Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.
What are Zendesk's most important features?Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.
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