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

Helpspot and BMC Helix ITSM are both help desk solutions catering to businesses of varying scales and industries. Helpspot emphasizes customer relationship enhancement and efficient communication, while BMC Helix ITSM focuses on scaling best practices and improving operational efficiency. Helpspot attracts primarily IT, education, and HR sectors, whereas BMC Helix is popular in telecommunications, IT, and education. Both prioritize integration and custom reporting, but differ in segment focus and support types.

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: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Helpspot supports helpdesk and customer feedback management, focusing on customer satisfaction and workflow management. read more →

BMC Helix ITSM facilitates helpdesk and workflow management, emphasizing communication and social media engagement. read more →

Business Goals

Helpspot aims to enhance customer relationships and improve internal communication. read more →

BMC Helix ITSM endeavors to scale best practices and improve efficiency, while also focusing on customer acquisition. read more →

Core Features

Helpspot offers custom reports and integration capabilities, also providing data import and export solutions. read more →

BMC Helix ITSM boasts compliance and extensive integration, with focus on custom reporting and analytics. read more →

Vendor Support

Helpspot provides 24/7 support along with email, chat, and phone options to meet user demands. read more →

BMC Helix ITSM delivers extensive 24/7 support, incorporating email, chat, and phone assistance. read more →

Segments and Industries

Helpspot is popular with large enterprises in IT, education, and human resources industries. read more →

BMC Helix ITSM is widely used by small to large enterprises, with significant presence in IT, telecommunications, and education. read more →

Operational Alignment

Helpspot is tailored for large enterprises with complex operations, especially in IT and services. read more →

BMC Helix ITSM fits diverse business scales, emphasizing efficient workflows and social media integration. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

low

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Import

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Data Export

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Support

Email Support

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24/7 Support

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Chat Support

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Phone Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Helpspot and BMC Helix ITSM

Why is Helpspot and BMC Helix ITSM the best choice 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.

"...The funny thing is they hired someone to make their website/helpdesk experience look great, but never offered that same service to their customers.... ?..." Peer review by Clinton B., VP, Computer Software

"...We use Remedy as a ticketing system for our IT help desk...." Peer review by Brittany W, Human Resources Assistant, Non-Profit Organization Management

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.

"...Its unique workflows and flexibility make it suitable for companies in a range of sectors including higher education, manufacturing, and software...." Peer review from Featured Customers

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

How does Helpspot and BMC Helix ITSM address your Knowledge Management Challenges?

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.

"...Our knowledge base out of the box looks like it is from the 1980's.. even the form is pretty ancient with its interaction...." Peer review by Clinton B., VP, Computer Software