We performed a comparison between BMC Helix ITSM and SysAid based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We use this tool for managing tickets, other employee related services, and reporting purposes."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"We have seen year over year customer satisfaction improvement for the last five years."
"The solution can perform well for large-sized companies."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The solution has good capabilities for analytics."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The simplicity of the solution is excellent."
"The solution can scale."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"Log in process is unnecessarily complicated."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"It takes a long-time to plan and deploy the on-premise solution."
"BMC Helix ITSM should have an easy-to-use user interface."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Encountered issues with scalability and stability."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"We would like them to approve the security functionalities, e.g., management security features."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"There is a learning curve for the users."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. BMC Helix ITSM is rated 8.0, while SysAid is rated 8.4. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management. See our BMC Helix ITSM vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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