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BMC Helix ITSM vs Zoho Desk comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Helix ITSM and Zoho Desk 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.

To learn more, read our detailed BMC Helix ITSM vs. Zoho Desk report (Updated: September 2022).
635,987 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The digital workplace is appealing.""The solution can scale.""The most valuable feature for our customers using BMC Helix ITSM is change management.""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.""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 standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""It's one of the top solutions on the market for ITSM capabilities.""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."

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"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.""The ticketing feature is very easy to use, compared to other systems.""The product is quite stable."

More Zoho Desk Pros →

Cons
"Log in process is unnecessarily complicated.""The interface isn't that great.""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.""Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools.""There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features.""Support could be better.""The notifications that the solution is providing are very helpful, they should keep improving them for the future.""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."

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"Zoho Desk needs to be enhanced to support IT service management policies.""Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.""I would like to have integrated support, and integration between the ticketing tool and the project management tool."

More Zoho Desk Cons →

Pricing and Cost Advice
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • "The price of BMC Helix ITSM could improve their price."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "For what it does, it's quite cheap."
  • More Zoho Desk Pricing and Cost Advice →

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    635,987 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:The most valuable features of BMC Helix ITSM are the ease to use and integration.
    Top Answer:BMC Helix ITSM should improve its price.
    Top Answer:The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.
    Top Answer:In terms of pricing, Zoho is economical. They offer a fair price. You can pay either on a monthly or yearly subscription.
    Top Answer:Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.
    Ranking
    7th
    out of 58 in Help Desk Software
    Views
    8,037
    Comparisons
    5,071
    Reviews
    18
    Average Words per Review
    460
    Rating
    7.3
    25th
    out of 58 in Help Desk Software
    Views
    1,021
    Comparisons
    650
    Reviews
    3
    Average Words per Review
    394
    Rating
    7.7
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    Overview

    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:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    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.

    Offer
    Learn more about BMC Helix ITSM
    Learn more about Zoho Desk
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
    Top Industries
    REVIEWERS
    Computer Software Company25%
    Financial Services Firm16%
    Manufacturing Company16%
    Comms Service Provider13%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Government11%
    Comms Service Provider10%
    Financial Services Firm9%
    VISITORS READING REVIEWS
    Comms Service Provider19%
    Computer Software Company19%
    Retailer6%
    Manufacturing Company5%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise19%
    Large Enterprise59%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise15%
    Large Enterprise55%
    Buyer's Guide
    BMC Helix ITSM vs. Zoho Desk
    September 2022
    Find out what your peers are saying about BMC Helix ITSM vs. Zoho Desk and other solutions. Updated: September 2022.
    635,987 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 7th in Help Desk Software with 19 reviews while Zoho Desk is ranked 25th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 7.2, while Zoho Desk is rated 7.6. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of Zoho Desk writes "Easy to set up and available anywhere but support needs to be better". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, ServiceNow, SCSM and Freshdesk. See our BMC Helix ITSM vs. Zoho Desk report.

    See our list of best Help Desk Software 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.