Helpspot and BMC Helix ITSM, An In-Depth Comparison 2024

Comparison Summary

Helpspot: Help desk software converts support requests into manageable tickets. This streamlines the process for support staff.

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.

Helpspot and BMC Helix ITSM: Customer Satisfaction Data

Most deployed common Use Cases for Helpspot and BMC Helix ITSM

What makes Helpspot and BMC Helix ITSM ideal for Helpdesk Management?

Helpspot and BMC Helix ITSM both offer helpdesk management capabilities. Helpspot is a web-based solution that is known for its affordability and ease of use. BMC Helix ITSM, on the other hand, offers a more comprehensive and robust solution with features such as automation and integrated change management. Helpspot is best suited for businesses seeking a simple and cost-effective solution, while BMC Helix ITSM is more appropriate for organizations with complex IT environments that require advanced features. A limitation of both tools is that they may require user training and support to fully utilize their capabilities.

"...Not only is it a powerful platform for supporting our customers, but the automation and advanced features have allowed us to streamline day-to-day logistics by link our help desk software with our customer database, our feedback surveys and our payroll system...." Peer review by Nathan Perkins, Founder, Arctic Reservations

"...Most people hear Remedy and think 'help desk tickets'...." Peer review by Ryan J., Remedy Lead

What solutions does Helpspot and BMC Helix ITSM provide for Workflow Management?

Helpspot and BMC Helix ITSM both offer workflow management features. Helpspot focuses on workflow efficiency and flexibility, allowing for customizability, automatic email notifications, and ticket escalation. BMC Helix ITSM provides comprehensive workflow tracking, but its complexity can lead to performance issues and limitations in customization.

"...We decided on Helpspot due to the intuitive, simple to use interface, workflow customisation potential and competitive pricing...." Peer review by Rob Gill, Founder, Suntransfers

"...The only thing I see development wise still remaining is for SmartIT to support all customizations and workflows. . ...." Peer review by Richard E.

How efficiently Does Helpspot and BMC Helix ITSM manage your Knowledge Management?

Helpspot and BMC Helix ITSM both offer knowledge management features. Helpspot provides a user-friendly, searchable knowledge base that can be easily integrated into customer replies. BMC Helix ITSM also includes knowledge management capabilities, enabling users to track and share information related to incidents. However, BMC Helix ITSM faces limitations in streamlining knowledge updates and keyword setup, making it less efficient than Helpspot for managing knowledge.

"...Help desk platform for all businesses with features such as customer self-service portal, custom web forms, knowledge base, trends tracking, reporting, tickets management and more...." Peer review from UserScape Software

"...This is an application that allows you to manage incidents, problem management, change management and knowledge base, asset management and administration of service agreements (SLAs) as well as the management of a CMDB..." Peer review by Leidy E, Supervisor NOC Venezuela