What users are saying about
4 Ratings
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Score 9 out of 100
54 Ratings
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Score 6.7 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

BMC Helix Remedyforce

[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
Evan Kent | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
BMC Helix Remedyforce
7.7
Organize and prioritize service tickets
365Ticketing
7.0
BMC Helix Remedyforce
9.0
Expert directory
365Ticketing
8.0
BMC Helix Remedyforce
6.0
ITSM collaboration and documentation
365Ticketing
8.0
BMC Helix Remedyforce
8.0
Ticket creation and submission
365Ticketing
8.0
BMC Helix Remedyforce
Ticket response
365Ticketing
9.0
BMC Helix Remedyforce
Service restoration
365Ticketing
BMC Helix Remedyforce
9.0
Self-service tools
365Ticketing
BMC Helix Remedyforce
7.9
Subscription-based notifications
365Ticketing
BMC Helix Remedyforce
6.0
ITSM reports and dashboards
365Ticketing
BMC Helix Remedyforce
8.0

Self Help Community

365Ticketing
9.0
BMC Helix Remedyforce
Internal knowledge base
365Ticketing
9.0
BMC Helix Remedyforce

Multi-Channel Help

365Ticketing
9.0
BMC Helix Remedyforce
Email support
365Ticketing
9.0
BMC Helix Remedyforce

ITSM asset management

365Ticketing
BMC Helix Remedyforce
8.0
Configuration mangement
365Ticketing
BMC Helix Remedyforce
9.0
Asset management dashboard
365Ticketing
BMC Helix Remedyforce
9.0
Policy and contract enforcement
365Ticketing
BMC Helix Remedyforce
6.0

Change management

365Ticketing
BMC Helix Remedyforce
9.0
Change requests repository
365Ticketing
BMC Helix Remedyforce
9.0
Change calendar
365Ticketing
BMC Helix Remedyforce
9.0
Service-level management
365Ticketing
BMC Helix Remedyforce
9.0

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

BMC Helix Remedyforce

  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
Michael Stewart | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

BMC Helix Remedyforce

  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
Pauline Mulvey | TrustRadius Reviewer

Likelihood to Renew

365Ticketing

No score
No answers yet
No answers on this topic

BMC Helix Remedyforce

BMC Helix Remedyforce 7.5
Based on 4 answers
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
Joseph Bettio | TrustRadius Reviewer

Support Rating

365Ticketing

No score
No answers yet
No answers on this topic

BMC Helix Remedyforce

BMC Helix Remedyforce 8.0
Based on 1 answer
They care about your success.
Phil Medina | TrustRadius Reviewer

Implementation Rating

365Ticketing

No score
No answers yet
No answers on this topic

BMC Helix Remedyforce

BMC Helix Remedyforce 7.0
Based on 1 answer
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
Phil Medina | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

BMC Helix Remedyforce

I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
Rich Beliveau | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

BMC Helix Remedyforce

  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
Robert Rose | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

BMC Helix Remedyforce

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

BMC Helix Remedyforce Editions & Modules

Edition
BMC Helix Remedyforce67.901
  1. per user/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
BMC Helix Remedyforce
9.0

Likelihood to Renew

365Ticketing
BMC Helix Remedyforce
7.5

Support Rating

365Ticketing
BMC Helix Remedyforce
8.0

Implementation Rating

365Ticketing
BMC Helix Remedyforce
7.0

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