We performed a comparison between BMC Helix ITSM and Kaseya Vorex based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It provides a good user experience."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The product's initial setup phase was easy."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"It's a very integrated solution."
"The solution can scale."
"The platform's most valuable feature is the ability to produce daily summary reports."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The reports need improvement, it is not a good functioning tool."
"Adding additional fields does not work very well."
"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."
"The search feature and the dashboard could both be improved."
"The user experience could be better."
"Kaseya Vorex's customization features could be better."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Kaseya Vorex is ranked 29th in Help Desk Software with 1 review. BMC Helix ITSM is rated 8.0, while Kaseya Vorex is rated 6.0. 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 Kaseya Vorex writes "Generates comprehensive system status updates for trend analysis, but the customization features need enhancement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Kaseya Vorex is most compared with .
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