We performed a comparison between BMC Helix ITSM and TOPdesk 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 find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The solution can perform well for large-sized companies."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The most valuable feature of TOPdesk is the reports."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"It is an easy-to-use solution."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Change management is the most critical feature."
"The most valuable feature of this solution is the incident management module."
"The interface is one major complaint about this product."
"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."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Support could be better."
"It has created more layers of bureaucracy."
"The search feature and the dashboard could both be improved."
"Change management implementation, facility management, and making reservations on assets can be improved."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"It is time-consuming to add new users."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 8.0, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, NinjaOne and Zendesk. See our BMC Helix ITSM vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
