Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
Response times are slow, and engineers often lack the necessary product knowledge.
When we get up to Microsoft, I would rate it an eight or nine.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
From an admin point of view, Intune has more features and is easier to manage.
I find BMC Helix ITSM stable, and that is why we have been with the product for the past 15 years.
Over the past five years, we have experienced no major issues or downtime during upgrades.
The SCSM is stable.
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.
We lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
It is difficult to do the work by ourselves; we have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
Resolution time has decreased significantly since implementing the self-service portal.
These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
| Product | Market Share (%) |
|---|---|
| BMC Helix ITSM | 6.4% |
| Zoho Desk | 2.5% |
| SCSM | 1.8% |
| Other | 89.3% |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 14 |
| Large Enterprise | 54 |
| Company Size | Count |
|---|---|
| Small Business | 8 |
| Midsize Enterprise | 6 |
| Large Enterprise | 14 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.
BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.
Key Features
Some of BMC Helix ITSM’s key features include:
Reviews from Real Users
BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.
A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”
Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. 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.”
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
