BMC Helix Enterprise Service Management vs Zendesk comparison

BMC Helix Enterprise Servic...

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Executive SummaryUpdated on Jun 15, 2025

Zendesk and BMC Helix Enterprise Service Management are competing products in the enterprise service management space. BMC Helix is a superior option due to its comprehensive feature set.

Features: Zendesk is renowned for its streamlined ticketing system, simplified integration capabilities, and strong CRM functionalities. BMC Helix offers a robust suite with AI-driven automation, predictive IT management, and extensive customization options.

Ease of Deployment and Customer Service: Zendesk benefits from quick and straightforward deployment processes. BMC Helix involves more intricate onboarding but is balanced by advanced customer support.

Pricing and ROI: Zendesk is noted for cost-effectiveness, with minimal setup costs leading to quick ROI. BMC Helix requires a larger initial investment, presenting higher ROI potential through its extensive functionality.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).

IT Service Management (ITSM)

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Helped 863,429 peers since 2012

Review summaries and opinions

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

Categories and Ranking

BMC Helix Enterprise Servic...

Ranking in IT Service Management (ITSM)

24th

Average Rating

7.0

Reviews Sentiment

4.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (21st), Help Desk Software (9th), Sales Force Automation (9th), Reporting (16th), Knowledge Management Software (4th), Community Platforms (3rd)

Featured Reviews

Krishna Varchagall

Service Management Consultant at Tiberone

Utilize comprehensive IT service modules while addressing configuration database issues

There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management ( /categories/configuration-management ) Database (CMDB ( /categories/configuration-management-databases )), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting ( /categories/reporting ), has several issues. Reporting ( /categories/reporting ) has been a consistent problem in BMC, and it would greatly benefit from enhancements.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

Read full review

Quotes from Members

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

Pros

"The support of BMC is generally good and better compared to some competitors."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"The stability has been very good."

"It is a scalable solution."

"The product offers very good management. It has a great ability to assign tickets based on content."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

More Zendesk pros

Cons

"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"It wasn't easy to set up so we're only using a third of all of the features,"

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"The solution itself wasn't easy to set up."

"The solution could integrate better with QR codes from some websites such as Facebook."

More Zendesk cons

Pricing and Cost Advice

Information not available

"From what I hear, Zendesk's pricing is a little expensive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"The price is very competitive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Top Industries

By visitors reading reviews

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Computer Software Company

23%

Educational Organization

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?

While I am not very sure about the pricing, I have heard that the license cost of BMC is relatively lower than its competitors.

What needs improvement with BMC Helix Enterprise Service Management?

What is your primary use case for BMC Helix Enterprise Service Management?

I use BMC Helix Enterprise Service Management ( /products/bmc-helix-enterprise-service-management-reviews ) primarily for IT service management. It supports modules like incident management, change...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

JIRA Service Management vs Zendesk

Comparisons

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Product Reports

IT Service Management (ITSM)

Download BMC Helix Enterprise Service Management product report

BMC Helix Enterprise Service Management report

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

BMC Helix Enterprise Service Management is a comprehensive platform designed to deliver advanced service management capabilities, enabling businesses to transform their operations with intelligent automation and robust integration features.

Companies looking to streamline their service processes will find BMC Helix Enterprise Service Management an invaluable tool. It offers innovative solutions to common challenges with capabilities that span multiple domains. The system fosters efficiency through AI-driven insights and integrates smoothly into existing IT environments, enhancing service delivery and customer satisfaction. This powerful combination of tools supports a proactive approach to service management, helping organizations to remain agile and responsive in a fast-paced business environment.

What are the standout features of BMC Helix Enterprise Service Management?

AI-Powered Automation: Enhances process efficiency and reduces manual intervention.
Multi-Cloud Management: Provides seamless integration and management across cloud platforms.
Service Catalog: Offers a comprehensive catalog to streamline service requests.
Intuitive Reporting: Delivers actionable insights through advanced analytics.
Collaboration Tools: Facilitates easier communication among teams.

What benefits and ROI should users expect?

Cost Efficiency: Reduces operational costs through automation and efficient resource management.
Improved Productivity: Enhances user productivity by automating repetitive tasks.
Faster Service Delivery: Increases speed and quality of service delivery.
Enhanced Customer Satisfaction: Delivers better customer experiences through streamlined processes.
Scalability: Supports growth with adaptable solutions.

BMC Helix Enterprise Service Management is implemented across industries such as finance, healthcare, and retail. In finance, it enhances regulatory compliance and security. Healthcare organizations use it to improve patient service management, while retail companies benefit from streamlined logistics and inventory management.

BMC

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Information Not Available

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

IT Service Management (ITSM)