We performed a comparison between BMC Helix ITSM and ConnectWise PSA based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's one of the top solutions on the market for ITSM capabilities."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"I like the single sign-on and that administrators can customize."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The solution can scale."
"Technical support has been fine."
"Improved our organization with better customer experience and reporting abilities."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"It's a nice ticketing system."
"The product has been pretty stable so far."
"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."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"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 most valuable feature is the management of projects from start to finish."
"Contains every feature that a VAR or MSP would want."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"They could be more responsive to feedback from their community board."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The dashboard can be better."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The interface is one major complaint about this product."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"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."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"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."
"The custom reporting needs to be improved."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. BMC Helix ITSM is rated 8.0, while ConnectWise PSA is rated 8.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS. See our BMC Helix ITSM vs. ConnectWise PSA report.
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