BMC Helix ITSM vs Zoho Desk comparison

BMC and Zoho are both solutions in the Help Desk Software category. BMC is ranked #4 with an average rating of 7.8, while Zoho is ranked #7 with an average rating of 8.3. BMC holds a 10.6% mindshare in HDS, compared to Zoho’s 2.7% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

5,456 Views
3,489 Comparison Views

87% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

1,365 Views
775 Comparison Views

90% willing to recommend

BMC Helix ITSM

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC Helix ITSM and Zoho Desk are competitors in the IT service management and customer support domain. BMC Helix ITSM seems to have the upper hand in robust ITIL compliance and customization, while Zoho Desk offers cost-effective solutions for customer interaction.

Features: BMC Helix ITSM provides extensive coverage of ITIL processes, seamless integration with third-party systems, and remarkable incident and change management features. It is highly scalable and reliable with strong reporting capabilities. Zoho Desk is praised for its user-friendly configuration, efficient customer ticket management, and integration with other Zoho applications. It offers smooth social media interaction management through a unified knowledge hub.

Room for Improvement: BMC Helix ITSM could enhance user-friendliness, reporting customization, and cloud management. Users also find its ticketing system complex and customer support inconsistent. Zoho Desk needs better social media tracking, improved IT service management features, and greater integration flexibility. Customers have sought better night mode display and more customization options.

Ease of Deployment and Customer Service: BMC Helix ITSM offers flexibility with on-premises, private, public, and hybrid cloud deployment models, though customer service experiences may vary. Zoho Desk, operating mainly in the public cloud, provides easier deployment options, resulting in high customer satisfaction, though support quality can fluctuate.

Pricing and ROI: BMC Helix ITSM is recognized as a high-cost solution with substantial infrastructure investment, offering a complex licensing model impacting smaller businesses but promising high ROI with comprehensive features. Zoho Desk presents a cost-effective subscription model beneficial for startups and small enterprises, providing economic flexibility with monthly or yearly payment plans, positioning itself as a valuable, budget-friendly alternative.

To learn more, read our detailed BMC Helix ITSM vs. Zoho Desk Report (Updated: April 2025).

Buyer's Guide

BMC Helix ITSM vs. Zoho Desk

April 2025

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Helped 847,625 peers since 2012

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

Ranking in other categories

IT Service Management (ITSM) (4th)

Zoho Desk

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

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 Zoho Desk is 2.7%, up from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

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.

Read full review

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

Read full review

Quotes from Members

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

Pros

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."

"Initial, out-the-box setup was easy with no problems."

"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."

"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."

"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."

"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."

More BMC Helix ITSM pros

"The product is quite stable."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"The product provides communication features like chats and calls."

"The initial setup is easy."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"Zoho Desk is very flexible, just like the other applications of Zoho."

More Zoho Desk pros

Cons

"We have experienced outages, because some other customers did something on the same cluster that we share."

"Working with numerous processes can be complex, and the processes are not always transparent in the solution."

"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

"They should add some of the bolt-ons into the initial setup, such as chat."

"It needs to be more comfortable for the end-user."

"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."

"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."

More BMC Helix ITSM cons

"There is room for improvement in terms of integration."

"There is room for improvement with the pricing."

"Zoho Desk needs to be enhanced to support IT service management policies."

"They could enhance the product’s features to customize the automated email responses."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

More Zoho Desk cons

Pricing and Cost Advice

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"The solution's pricing should come down."

"It is too expensive for a small business."

"BMC Helix ITSM is a very cost-effective solution."

"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."

"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."

"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."

"The price of BMC Helix ITSM is expensive."

More BMC Helix ITSM pricing and cost advice

"For what it does, it's quite cheap."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Zoho Desk's cost is pretty much okay."

"The solution costs INR 8400 per user."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"Zoho Desk is a cost-effective solution."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

15%

Government

Manufacturing Company

Educational Organization

58%

Computer Software Company

10%

Manufacturing Company

Media Company

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...

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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...

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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.

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 60% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

OpenText Service Management Automation X (SMAX) vs BMC Helix ITSM

Compared 3% of the time

Zendesk vs BMC Helix ITSM

Compared 3% of the time

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs Zoho Desk

Compared 52% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

JIRA Service Management vs Zoho Desk

Compared 8% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

April 2025

Download BMC Helix ITSM product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

No data available

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

BMC Helix ITSM vs. Zoho Desk

April 2025

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