We performed a comparison between BMC Helix ITSM and LiveAgent based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Helix is stable."
"We have seen year over year customer satisfaction improvement for the last five years."
"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 one of the top solutions on the market for ITSM capabilities."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"I like the single sign-on and that administrators can customize."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"It takes a long-time to plan and deploy the on-premise solution."
"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 notifications that the solution is providing are very helpful, they should keep improving them for the future."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Encountered issues with scalability and stability."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"There are other products that are more popular."
"Connection to other softwares could be improved."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while LiveAgent is ranked 33rd in Help Desk Software. BMC Helix ITSM is rated 8.0, while LiveAgent 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 LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas LiveAgent is most compared with .
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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