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

Comparison Summary

Issuetrak: Issuetrak provides an easy and affordable ticketing system for help desks and workflow management. It supports customer service, complaint resolution, and more.

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.

Issuetrak and BMC Helix ITSM: Customer Satisfaction Data

Most deployed common Use Cases for Issuetrak and BMC Helix ITSM

What benefits does Issuetrak and BMC Helix ITSM offer for Helpdesk Management?

Issuetrak and BMC Helix ITSM both provide helpdesk management solutions. Issuetrak offers features like asset management, knowledge management, and field service tools, while BMC Helix ITSM focuses on automation, communication, and issue grouping. Both tools enable users to track and manage tickets, but Issuetrak provides more options for reporting and customization. However, both tools have limitations in user interface design, requiring users to rely on support for configuration and reporting.

"...Daily usage for our customer support center...." Peer review by Scott O., Director of IT, Computer Software

"...I have used it also for tracking call center tickets, but I feel SAP CRM is more robust for doing so...." Peer review by Administrator

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

Issuetrak and BMC Helix ITSM both enable workflow management by tracking tasks and providing real-time information. Issuetrak offers flexible workflow configuration, making it suitable for various business processes. BMC Helix ITSM boasts a powerful workflow engine and comprehensive tracking capabilities, particularly for request and incident management. However, both tools have limitations, as Issuetrak lacks sophisticated logic in its workflow, and BMC Helix ITSM can be complex to customize and update.

"...We implemented change management with an automated workflow, and then implemented a completely separate trouble ticketing system...." Peer review by Greg H., IT Manager, Banking

"...Can you castomize UI, create new process and workflow...." Peer review by Giuseppe D, Analista Programmatore e Sistemista BMC Remedy, BMC ITSM e BMC Discovery / ADDM

How does Issuetrak and BMC Helix ITSM facilitate Knowledge Management?

Issuetrak and BMC Helix ITSM both offer knowledge management features for managing incidents and requests. Issuetrak emphasizes knowledge base functionality with options for customization, while BMC Helix ITSM focuses on a broader range of ITIL-aligned functionalities, including incident, problem, change, and asset management. The knowledge base features in both tools are designed to support self-service and improve efficiency. However, both tools have limitations in their knowledge base functionalities, particularly in search and content management.

"...The functionality is basic but it is great for storing knowledge base type solutions that can be associated with issues experiences on the job...." Peer review by Bob B., Solution engineer, Insurance

"...It integrates well with our systems and tracks tickets as an excellent knowledge base...." Peer review by Industry Analyst / Tech Writer

What benefits does Issuetrak and BMC Helix ITSM offer for Communication Management?

Issuetrak and BMC Helix ITSM both allow for communication management through email. Issuetrak utilizes email for notifications, alerts, and knowledge base distribution, while BMC Helix ITSM focuses on email for tracking, reminders, and customer updates. Issuetrak provides features for automated email communication, while BMC Helix ITSM struggles with sending emails directly from the software. However, both tools rely on email for efficient communication within their respective IT service management environments. A limitation of both tools is that they can experience hiccups with email notifications, though this is more prominent in Issuetrak.

"...keeps track of people calling in for issues and it makes sure that we work them based on nagging business rules you can create...." Peer review by Administrator

"...Decent Service desk tool for logging, tracking and monitoring of incident, change and problem tickets in a IT service management environment. ...." Peer review by Adnan L., Project manager, Computer Software