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BMC Helix ITSM vs Sendbird comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
4th
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (4th)
Sendbird
Ranking in Help Desk Software
13th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
7
Ranking in other categories
Enterprise Social Software (10th)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 10.6%, down from 12.2% compared to the previous year. The mindshare of Sendbird is 0.1%, down from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Fairoz Gadad - PeerSpot reviewer
Development team is quick to address bugs or shortcomings in their product
BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.
Pranay Koley - PeerSpot reviewer
Facilitates user communication with rich features
In our company, we are using Sendbird for building a chat feature within our salon application.  I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The versatility and customizability of the product is what I like most."
"Technical support has been fine."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"Sendbird is very flexible, and they have made great strides towards optimization."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"There are many useful features with Sendbird."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
"Sendbird is reliable and generally crash-free."
 

Cons

"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The reports need improvement, it is not a good functioning tool."
"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"It needs to be more comfortable for the end-user."
"Their pricing is very high compared to competitors, which is a concern for us."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."
"More analytics tools could be integrated into Sendbird."
"The documentation for integrating with the Flutter framework is lacking detailed information."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"I thought that there should be the audio and the video call functionality as well."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
 

Pricing and Cost Advice

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"The solution's pricing should come down."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"It is costly, but it is well worth it."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"There are licenses to use this solution."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs. The interface should be more user-friendly, and the customization should...
What is your primary use case for BMC Helix ITSM?
We are currently using BMC Helix ITSM in our organization. We are in the process of implementing new modules like CMDB and discovery.
What is your experience regarding pricing and costs for Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...
What needs improvement with Sendbird?
The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...
What is your primary use case for Sendbird?
In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication betwe...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
Sendbird Calls, Sendbird Desk
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Information Not Available
Find out what your peers are saying about BMC Helix ITSM vs. Sendbird and other solutions. Updated: March 2025.
844,944 professionals have used our research since 2012.