We performed a comparison between BMC Helix ITSM and TOPdesk 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 most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The product's initial setup phase was easy."
"We have seen year over year customer satisfaction improvement for the last five years."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"In general, for incident management, it's okay."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Technical support has been fine."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"It is an easy-to-use solution."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of this solution is the incident management module."
"Its ITSM approach is quite useful."
"Change management is the most critical feature."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"In the next release, I would like to see AI used for classification or categorization."
"BMC Helix ITSM should have an easy-to-use user interface."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"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."
"It has created more layers of bureaucracy."
"Encountered issues with scalability and stability."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution's change management could be better."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 8.0, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and OpenText Service Manager, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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