Guiding you to choose between Jitbit Helpdesk vs. BMC Helix ITSM: 2024

Comparison Summary

Jitbit Helpdesk: Jitbit-helpdesk is an affordable, fast, and lightweight ticketing system with an on-premises option. It offers a free trial and boasts a good-looking interface.

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.

Jitbit Helpdesk and BMC Helix ITSM: Customer Satisfaction Data

Most deployed common Use Cases for Jitbit Helpdesk and BMC Helix ITSM

What solutions does Jitbit Helpdesk and BMC Helix ITSM provide for Helpdesk Management?

Jitbit Helpdesk and BMC Helix ITSM are both designed for helpdesk management. Jitbit Helpdesk emphasizes ease of use and flexibility, making it a good choice for smaller organizations. BMC Helix ITSM focuses on scalability and automation, making it a better option for larger organizations. However, Jitbit Helpdesk lacks a dashboard view, while BMC Helix ITSM has a dated user interface.

"...We trialed several different Help Desk / Ticketing solutions from various vendors and in different price ranges (including free)...." Peer review by Sam L.

"...Tied together with automation and you transform your help desk into an IT enabled service desk...." Peer review by Cody D, Senior Automation Engineer, Information Technology and Services

How does Jitbit Helpdesk and BMC Helix ITSM address your Communication Management Challenges?

Jitbit Helpdesk and BMC Helix ITSM both manage communication through email integration. Jitbit Helpdesk automatically converts incoming emails into tickets and sends notifications, while BMC Helix ITSM struggles with sending emails directly through the software. Jitbit Helpdesk's email integration also allows for tracking of customer requests and tech calls, while BMC Helix ITSM focuses on tracking incidents, change management, and work orders. Jitbit Helpdesk has limitations in tracking tech calls when they are logged on behalf of another user.

"...Every time a customer sends us an email using the contact form or replying to an order email it opens a ticket..." Peer review by Juan M., Consumer Goods

"...to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between technician and end user...." Peer review by User

How does Jitbit Helpdesk and BMC Helix ITSM facilitate Workflow Management?

Jitbit Helpdesk and BMC Helix ITSM both offer workflow management capabilities. Jitbit Helpdesk focuses on improving agility and efficiency in handling customer inquiries, while BMC Helix ITSM emphasizes comprehensive tracking and customization. BMC Helix ITSM's customization options are extensive, but this comes with the risk of breaking existing workflows during upgrades.

"...We've realized easier and more efficient management of ticket workflows, as well as more timely resolution of tickets...." Peer review by Aaron M., Non-Profit Organization Management

"...Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade...." Peer review by Shayne F., Remedy Administrator

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

Both Jitbit Helpdesk and BMC Helix ITSM offer knowledge management features. Jitbit Helpdesk provides a knowledge base with tagging and categorization capabilities, while BMC Helix ITSM offers a knowledge base that integrates with incident and problem management. Jitbit Helpdesk is known for its user-friendly interface, whereas BMC Helix ITSM has a more complex interface. BMC Helix ITSM has limitations in its knowledge base functionality, specifically regarding keyword setup and administrative streamlining.

"...Integrated knowledge base capabilities...." Peer review by Rob R., Analyst

"...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