We performed a comparison between BMC Helix ITSM and Freshdesk 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."BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The solution has good capabilities for analytics."
"Technical support has been fine."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"It has the power to automatize several different tasks in the ITSM world."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The product's initial setup phase was easy."
"It is quite easy to program custom apps and integrate them."
"It is very easy to make reports."
"Omnichannel is one of the most valuable features of the solution."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It needs to be more comfortable for the end-user."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The reports need improvement, it is not a good functioning tool."
"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."
"The user experience could be better."
"Encountered issues with scalability and stability."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like to see a little bit more color in the solution."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"It should enhance its service and its reporting capabilities."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshdesk is ranked 6th in Help Desk Software with 27 reviews. BMC Helix ITSM is rated 8.0, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and IFS Cloud Platform, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk. See our BMC Helix ITSM vs. Freshdesk report.
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