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."I like the single sign-on and that administrators can customize."
"The product's initial setup phase was easy."
"It's one of the top solutions on the market for ITSM capabilities."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Our Change Management and Incident Management processes have been greatly improved."
"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."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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."
"Contains every feature that a VAR or MSP would want."
"The platform is easy to use."
"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."
"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 initial setup isn't too difficult."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"In the next release, I would like to see AI used for classification or categorization."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The user experience could be better."
"The search feature and the dashboard could both be improved."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Support could be more skilled. We are wasting too much of our time debugging."
"They could be more responsive to feedback from their community board."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"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."
"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."
"It needs to be easier to share tickets between users who need to work together."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"The tracking inventory or the way it tracks the products is not very good."
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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