Overview: HappyFox Help Desk and BMC Helix ITSM as Help Desk Category solutions.

HappyFox Help Desk and BMC Helix ITSM both offer solutions for help desk management but cater to different user needs and industries. HappyFox emphasizes enhancing customer relationships with features like customer feedback and communication management, primarily serving large enterprises in IT and education sectors. In contrast, BMC Helix ITSM focuses on scaling best practices and improving efficiency, with strong integration capabilities, popular among small to mid-sized businesses in IT and telecommunications.

HappyFox Help Desk: HappyFox offers online help desk software for managing support tickets. Schedule a one-on-one demo to improve customer support.

BMC Helix ITSM: BMC Helix ITSM delivers predictive IT service management for modern enterprises. Enhanced efficiency and proactive problem-solving are provided by BMC Software's solution.

HappyFox Help Desk and BMC Helix ITSM: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

HappyFox Help Desk excels in helpdesk management and customer feedback management, focusing on communication and workflow management. read more →

BMC Helix ITSM supports helpdesk and workflow management with an emphasis on knowledge management and social media capabilities. read more →

Business Goals

HappyFox Help Desk focuses on enhancing customer relationships and acquiring new customers with improved communication strategies. read more →

BMC Helix ITSM aims to scale best practices and improve operational efficiency, appealing to businesses eager to adopt new technologies. read more →

Core Features

HappyFox Help Desk offers integration, data export, and custom reports with features like AI, appealing to enterprises that require comprehensive analytics. read more →

BMC Helix ITSM is known for its integration and compliance, offering robust custom reporting, suitable for detailed IT management processes. read more →

Vendor Support

HappyFox Help Desk provides extensive 24/7 support via phone, email, and chat suitable for global operations. read more →

BMC Helix ITSM also provides 24/7 support but focuses on email and chat support, catering to businesses needing consistent support. read more →

Segments and Industries

HappyFox Help Desk is predominantly used by large enterprises and serves IT, software, and education sectors robustly. read more →

BMC Helix ITSM attracts small to mid-sized companies, showing strong presence in IT services and telecommunications. read more →

Operational Alignment

HappyFox Help Desk fits well into complex enterprise environments, supporting various large-scale operational needs. read more →

BMC Helix ITSM integrates smoothly into diverse operations, particularly suited for scaling businesses looking to enhance IT support frameworks. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Security & Privacy Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Integration Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Migration Risk

low

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

Read peer / expert warnings.

Data Import

Read peer / expert warnings.

Support

Phone Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

24/7 Support

Read peer / expert warnings.

Others

Analytics

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for HappyFox Help Desk and BMC Helix ITSM

What benefits does HappyFox Help Desk and BMC Helix ITSM offer for Helpdesk Management?

HappyFox Help Desk and BMC Helix ITSM both manage help desk tasks. HappyFox is web-based and cloud-hosted, making it accessible from any location. BMC Helix ITSM focuses on automation and integration, streamlining help desk operations. HappyFox is well-suited for small to medium-sized businesses, while BMC Helix ITSM caters to larger organizations with more complex needs. A limitation of both is that they rely on user feedback for continuous improvement.

"...Its ticket support system really helps in solving customers issues very quickly...." Peer review by Dale Buck, Hospitality

"...Automated helpdesk support...." Peer review by Internal Consultant

How does HappyFox Help Desk and BMC Helix ITSM facilitate Knowledge Management?

Happyfox Help Desk and BMC Helix ITSM both offer knowledge management features. Happyfox Help Desk emphasizes simplicity and ease of use for creating a knowledge base, while BMC Helix ITSM provides a more comprehensive platform for managing knowledge alongside other IT service management functions. Happyfox Help Desk is better suited for smaller businesses due to its user-friendly interface and focus on self-service capabilities, whereas BMC Helix ITSM may be more appropriate for larger organizations with more complex IT needs. However, BMC Helix ITSM's knowledge management features may be more challenging for users to navigate due to their more complex and sophisticated nature.

"...I love the simplicity and the fact that the knowledge base has reduced our support email by more than 50%...." Peer review by Debbie Cohen-Abravanel, Chief Marketing Officer, FoldiMate

"...It also builds a knowledge base, where you can go back and check previous issues how they were resolved...." Peer review by Timothy S, IT Project Manager, Information Technology and Services

How efficiently Does HappyFox Help Desk and BMC Helix ITSM manage your Workflow Management?

Both Happyfox Help Desk and BMC Helix ITSM provide tools for managing workflows. Happyfox Help Desk allows users to create and customize workflows visually, using a drag-and-drop interface. BMC Helix ITSM offers a comprehensive workflow engine, but it can be complex and may require more technical expertise. A limitation of both tools is that customization can potentially disrupt existing workflows.

"...Smart rules have streamlined our workflow and automated some of our ordering...." Peer review by Andy H., Information Technology and Services

"...Once you've configured your business rules, all the engines/workflows are in place to management...." Peer review by Kelly D, Owner, Computer Software

What Are the key features of HappyFox Help Desk and BMC Helix ITSM for Communication Management?

Happyfox Help Desk and BMC Helix ITSM both facilitate communication management through ticketing systems. Happyfox focuses on ease of use and proactive communication through email, while BMC Helix ITSM emphasizes comprehensive tracking of incidents, changes, and problems within an IT service management environment. However, both tools have limitations; Happyfox struggles with sending outgoing emails, while BMC Helix ITSM faces challenges with email communication speed.

"...Ticket management, customer communication, customer FAQ page and self-service directory HappyFox is extremely easy to set-up and our team was able to start using it the same day we signed up...." Peer review by Rachel B., Marketing and Advertising

"...It is a great tool fro tracking calls and problems that can be accessed when needed...." Peer review by Ken B, Office Systems Associate 2, Information Technology and Services