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BMC Helix ITSM vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
5.9
Challenges in assessing ROI exist, but stability, automation, and improved processes offer value despite licensing and integration concerns.
Sentiment score
7.8
Zoho Desk offers ROI through cost-control and analytics, but requires expertise for optimal configuration and effective use.
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.
 

Customer Service

Sentiment score
6.4
BMC Helix ITSM support varies by tier, with premium offering quick service, while others face delays and inconsistency.
Sentiment score
4.3
Zoho Desk support is praised for its quick response and reliability, despite occasional technical comprehension issues.
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
 

Scalability Issues

Sentiment score
7.3
BMC Helix ITSM efficiently scales for large enterprises, offering flexibility and robust performance with some complexity in customization.
Sentiment score
8.0
Zoho Desk is scalable, efficient for any company size, with high reviews despite minor ticket handling issues.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
 

Stability Issues

Sentiment score
7.2
BMC Helix ITSM is generally stable and reliable, with high user ratings despite occasional architecture-dependent issues.
Sentiment score
8.2
Zoho Desk is praised for stability and reliability, with most users rating it 7-9, despite minor server issues.
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.
 

Room For Improvement

BMC Helix ITSM needs enhanced user-friendliness, customization, performance, integration, and support to address complexity and user concerns.
Zoho Desk users desire better integration, enhanced features, improved support, and customizable modules while finding pricing high.
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.
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.
 

Setup Cost

Enterprise users find BMC Helix ITSM costly, yet its robust features provide value, suggesting analysis and negotiation for cost efficiency.
Zoho Desk offers flexible subscription pricing, starting from $10 per user monthly, with variations based on package and region.
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.
 

Valuable Features

BMC Helix ITSM excels in flexibility, integration, automation, and reporting, enabling efficient IT service management and reduced resolution times.
Zoho Desk offers a user-friendly interface, customization, integration, automation, and mobile access for seamless multi-channel customer service.
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.
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.
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
6th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
IT Service Management (ITSM) (3rd)
Zoho Desk
Ranking in Help Desk Software
8th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
21
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.3%, down from 12.3% compared to the previous year. The mindshare of Zoho Desk is 2.9%, up from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
Babatunde-Olugbode - PeerSpot reviewer
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
Educational Organization
32%
Computer Software Company
15%
Manufacturing Company
7%
Media Company
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What is your experience regarding pricing and costs for Zoho Desk?
The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...
What needs improvement with Zoho Desk?
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about BMC Helix ITSM vs. Zoho Desk and other solutions. Updated: June 2025.
859,957 professionals have used our research since 2012.