We performed a comparison between BMC Helix ITSM and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The most valuable features are the simplicity and the in-duty features."
"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."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The product's initial setup phase was easy."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The user experience could be better."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Support could be better."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
More Hornbill Systems Supportworks Pricing and Cost Advice →
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Hornbill Systems Supportworks is ranked 35th in Help Desk Software. BMC Helix ITSM is rated 8.0, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow.
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.