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BMC Helix Enterprise Service Management vs Zendesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Mar 29, 2026

Review summaries and opinions

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

ROI

Sentiment score
6.5
Automation Anywhere boosts efficiency, saves time and costs, with ROI within a year, enhancing productivity and operational efficiency.
Sentiment score
4.9
BMC Helix ESM improved efficiency by automating tasks, reducing staffing needs, and enhancing productivity with faster, stable processes.
Sentiment score
6.0
Zendesk provides significant ROI with cost savings, efficient features, and streamlined operations despite challenges in measuring returns exactly.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
Developing metrics to monitor disk capacity prevents potential disasters.
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
I have seen a return on investment with BMC Helix Enterprise Service Management by reducing the MTTR by up to 30%.
Senior Enterprise Cloud Architect at Blue Yonder
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.
Vice President Intelligent Automation at 360 One
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.
Consultant and Startup Founder at AimHi Enterprises
Time saved is definitely a benefit because it puts all of our tickets in one spot.
Technical Solutions Lead at a computer software company with 51-200 employees
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
Junior system analyst at Wevt clous
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is praised for responsiveness and knowledge, but some suggest quicker problem resolution and communication improvements.
Sentiment score
6.2
BMC Helix ESM customer service is responsive and knowledgeable, with high ratings, though initial response speed could improve.
Sentiment score
6.0
Zendesk's customer service is reputable for quick, courteous support but inconsistent ticket handling and knowledge base completeness frustrates some users.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
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.
IT Sm & Consultancy Practice Manager at fingerprint consultancy
The customer support for BMC Helix Enterprise Service Management is excellent.
Senior Enterprise Cloud Architect at Blue Yonder
we receive time-to-time responses, and we get responses within 24 hours.
Vice President Intelligent Automation at 360 One
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
The technical support provided by Zendesk has been very satisfactory.
CEO at Etcetera Networks
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
Customer Success Manager at Mimshackworks Endeavors
 

Scalability Issues

Sentiment score
7.2
Automation Anywhere is praised for its scalability, adaptability, integration ease, and robust infrastructure, supporting both small and large operations.
Sentiment score
6.4
BMC Helix ESM is scalable, supporting multi-cloud, on-premise integration, workflows, and growth across HR, finance, and OEM systems.
Sentiment score
7.0
Zendesk is praised for scalability and customization, despite occasional data migration challenges and pricing considerations.
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.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
They have scaled it up higher to finance and other modules already.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
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.
Senior Enterprise Cloud Architect at Blue Yonder
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.
Vice President Intelligent Automation at 360 One
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.
Project Manager III at City of Union City Government
Zendesk can scale from very small companies to very large ones.
CEO at Etcetera Networks
Zendesk's scalability is excellent.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is generally stable, with occasional instability due to environmental factors rather than the application itself.
Sentiment score
8.2
BMC Helix ESM is stable and reliable but has CMDB issues, with some network-related concerns but no major application problems.
Sentiment score
7.8
Zendesk is stable with minor outages and bugs, effectively managing high volumes, maintaining efficiency appreciated by most companies.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The stability of the solution could be improved, specifically in the area of the Configuration Management Database (CMDB).
Service Management Consultant at Tiberone
BMC Helix Enterprise Service Management is stable in my experience.
Senior Technical Specialist at a financial services firm with 10,001+ employees
BMC Helix Enterprise Service Management is stable.
IT Engineer at a tech vendor with 5,001-10,000 employees
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.
Project Manager III at City of Union City Government
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
I did not face any slowdown issue in Zendesk; it smoothly handles a lot of tickets.
Senior Software Developer at a tech services company with 51-200 employees
 

Room For Improvement

Automation Anywhere needs better documentation, integration, and performance improvements, with enhanced API, error handling, and community engagement.
BMC Helix ESM struggles with a complex interface, poor integration, and requires improved usability, documentation, and language support.
Zendesk requires improvements in customization, integration, interface usability, pricing, mobile functionality, and incorporating AI for better user experience.
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.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
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.
Infrastructure Lead at a tech vendor with 10,001+ employees
In BMC Helix, there are issues with the Configuration Management Database (CMDB), such as duplicate entries and problems with reconciliation.
Service Management Consultant at Tiberone
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.
Senior Technical Specialist at a financial services firm with 10,001+ employees
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.
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
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.
Junior system analyst at Wevt clous
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
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.
Project Manager III at City of Union City Government
 

Setup Cost

Automation Anywhere's pricing is high, with flexibility needed, though enterprise users appreciate its features and scalability.
BMC Helix pricing experiences vary, with some citing lower costs than competitors and others finding it expensive.
Zendesk pricing is flexible but can become expensive, necessitating careful evaluation of needs to choose a cost-effective plan.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
From what I heard from procurement and management, BMC Helix Enterprise Service Management overall is a costly setup.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
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.
Senior Enterprise Cloud Architect at Blue Yonder
It is not significant in terms of cost.
Vice President Intelligent Automation at 360 One
My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software.
Dental Virtual Assistant at getreach.co
It is not the cheapest solution nor the most expensive, but it provides value for money.
CEO at Etcetera Networks
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
Consultant and Startup Founder at AimHi Enterprises
 

Valuable Features

Automation Anywhere excels in ease of use, integration, efficiency, boosting productivity, and high ROI with advanced automation features.
BMC Helix ESM enhances productivity with automation, scalability, cloud access, and AI features, optimizing ITSM processes and resource management.
Zendesk offers intuitive interfaces, rich integrations, and strong automation, streamlining workflows and enhancing productivity for diverse teams.
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.
Low Code Developer at a manufacturing company with 10,001+ employees
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 Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
The best features BMC Helix Enterprise Service Management offers include their reporting module, which was excellent and the best feature about the product.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
Now in BMC Helix Enterprise Service Management, we can define a lot of workflows. We can add approval workflows. Many features are available.
Senior Technical Specialist at a financial services firm with 10,001+ employees
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 Systems & Support Engineer at a comms service provider with 501-1,000 employees
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
CEO at Etcetera Networks
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.
Junior system analyst at Wevt clous
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.
Consultant and Startup Founder at AimHi Enterprises
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
660
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
BMC Helix Enterprise Servic...
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
13
Ranking in other categories
IT Service Management (ITSM) (6th)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
70
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (6th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (9th), AI IT Support (4th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
EF
Digital Workplace Platform Engineer at Amaris
Data‑driven service dashboards have improved incident response and now support proactive operations
Regarding areas for improvement and challenges, complexity and learning curve are significant considerations. The platform is highly configurable, but this also means a steep learning curve, especially for administrators and new users. Proper training is essential. The initial setup and customization efforts for implementing workflows, dashboards, and integration can be consuming without clear process definitions. There is a risk of over-customization. The user interface has improved over time, but some areas of the platform are still not fully consistent, which can initially impact user adoption. We also encounter limitations with report customization; while dashboards are highly advanced and customizable, creating reports sometimes requires additional efforts and external tools.
AmandaSanchez - PeerSpot reviewer
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
909,725 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Financial Services Firm
20%
Comms Service Provider
10%
Construction Company
10%
University
10%
Construction Company
11%
Outsourcing Company
9%
Financial Services Firm
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise1
Large Enterprise13
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise22
Large Enterprise12
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
Regarding pricing, setup cost, and licensing for BMC Helix Enterprise Service Management, I find it reasonable. It wa...
What needs improvement with BMC Helix Enterprise Service Management?
In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the ...
What is your primary use case for BMC Helix Enterprise Service Management?
My main use case for BMC Helix Enterprise Service Management involves handling hundreds of jobs that are scheduled da...
What is your experience regarding pricing and costs for Zendesk Support?
I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled t...
What needs improvement with Zendesk Support?
The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If ...
What is your primary use case for Zendesk Support?
My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also usin...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. Zendesk and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.