We performed a comparison between BMC Helix ITSM and Freshservice 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."The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"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."
"It's a very integrated solution."
"Helix is stable."
"It has centralized all work orders and help desk ticket tracking."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"There is a nice user interface."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Freshservice's best feature is its user-friendliness."
"Ability to scan barcodes and a great search feature."
"Some parts of the solutions are using the old interface."
"The Approval Central system needs to be refreshed."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"BMC Helix ITSM should have an easy-to-use user interface."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"It takes a long-time to plan and deploy the on-premise solution."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The dashboard can be better."
"Not integrated with Google."
"The analytics could be better."
"Freshservice could improve the integration with Microsoft Outlook."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Their analytics need improvement."
"The round robin ticketing feature that they have is not ideal."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Freshdesk, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Freshservice report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
