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

Comparison Summary

osTicket: osTicket is a trusted open source support ticket system that streamlines customer service. It helps improve efficiency and scalability for handling customer inquiries.

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.

osTicket and BMC Helix ITSM: Customer Satisfaction Data

Most deployed common Use Cases for osTicket and BMC Helix ITSM

How does osTicket and BMC Helix ITSM facilitate Helpdesk Management?

Osticket and BMC Helix ITSM both manage help desk issues. Osticket is open source and free, while BMC Helix ITSM is a commercial product. Osticket offers basic ticket management, while BMC Helix ITSM provides more advanced features, including automation and integration with other systems. Osticket may be limited in its capabilities compared to commercial tools.

"...Our tech team loves this help desk software..." Peer review by Internal Consultant

"...Remedy is best used for creating help-desk tickets and new work requests from user community...." Peer review by Mark V

Why is osTicket and BMC Helix ITSM the best choice for Knowledge Management?

Osticket provides an easy-to-use knowledge base for users to find answers to common questions. Osticket focuses on creating a knowledge base for customer self-service, while BMC Helix ITSM offers a comprehensive suite of IT service management tools, including knowledge management. BMC Helix ITSM includes a knowledge base that allows users to share data and track incidents. Both tools offer knowledge management features, but BMC Helix ITSM provides more advanced functionality with limitations in knowledge management user interface simplicity.

"...For example, you can customize the user support like email sents, knowledge based or FAQ in front of the report ticket dashboard. ...." Peer review by Gerson O., System Administrator, Computer Software

"...It gathers Incident, problem and knowledge management in one software and it doing it good...." Peer review by Verified Reviewer, Pharmaceuticals, 1001-5000 employees, Pharmaceuticals

What solutions does osTicket and BMC Helix ITSM provide for Communication Management?

Osticket and BMC Helix ITSM both allow users to track and manage communication related to support tickets. Osticket primarily uses email for communication, sending automated responses and tracking replies. BMC Helix ITSM uses email for notifications but also allows tracking of incidents, change requests, and work orders through a central interface. However, both systems have limitations in their ability to directly send emails to customers.

"...We are able to track emails and our responses...." Peer review by Jessica Y, Customer Support Analyst

"...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