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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

"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The product's initial setup phase was easy."
"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."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"Sendbird is reliable and generally crash-free."
"There are many useful features with Sendbird."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
 

Cons

"They could be more responsive to feedback from their community board."
"They should add some of the bolt-ons into the initial setup, such as chat."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The reports need improvement, it is not a good functioning tool."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"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."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"I thought that there should be the audio and the video call functionality as well."
"The documentation for integrating with the Flutter framework is lacking detailed information."
"More analytics tools could be integrated into Sendbird."
 

Pricing and Cost Advice

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"It is costly, but it is well worth it."
"The price of BMC Helix ITSM could improve their price."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"It is too expensive for a small business."
"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."
"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.
845,040 professionals have used our research since 2012.