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BMC Helix ITSM vs ConnectWise PSA comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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 ITSM
Ranking in Help Desk Software
6th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
IT Service Management (ITSM) (3rd)
ConnectWise PSA
Ranking in Help Desk Software
20th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
20
Ranking in other categories
Business Management Software (1st), Professional Services Automation (PSA) (1st)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.3%, down from 12.3% compared to the previous year. The mindshare of ConnectWise PSA is 2.5%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
JonMcWilliams - PeerSpot reviewer
Very useful for ticketing and billing purposes
In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.

Quotes from Members

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

Pros

"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"It's one of the top solutions on the market for ITSM capabilities."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Technical support has been fine."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"It's a nice ticketing system."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"Contains every feature that a VAR or MSP would want."
"The product has been pretty stable so far."
 

Cons

"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"I would also love to see consistency across all consoles."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Support could be better."
"Adding additional fields does not work very well."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"It needs to be easier to share tickets between users who need to work together."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"ConnectWise PSA’s graphical interface is a little old."
"The technical support of ConnectWise PSA is not very good."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
 

Pricing and Cost Advice

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"There are licenses to use this solution."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"It is too expensive for a small business."
"The price of BMC Helix ITSM could improve their price."
"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"The pricing of ConnectWise Manage is reasonable."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"We're paying $940 a month for 14 users."
"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
Computer Software Company
37%
Financial Services Firm
6%
Comms Service Provider
5%
Performing Arts
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
What is your experience regarding pricing and costs for ConnectWise Manage?
In our case, the solution is priced out by the user we have in the system. The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's p...
What needs improvement with ConnectWise Manage?
The technical support of ConnectWise PSA is not very good.
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
ConnectWise Manage
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Find out what your peers are saying about BMC Helix ITSM vs. ConnectWise PSA and other solutions. Updated: July 2025.
861,481 professionals have used our research since 2012.