BMC Helix Remedyforce vs. Help Scout

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 7.1 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Help Scout
Score 8.7 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
Pricing
BMC Helix RemedyforceHelp Scout
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
Offerings
Pricing Offerings
BMC Helix RemedyforceHelp Scout
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
BMC Helix RemedyforceHelp Scout
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
6% below category average
Help Scout
9.2
19 Ratings
16% above category average
Organize and prioritize service tickets9.07 Ratings9.019 Ratings
Expert directory6.05 Ratings00 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings10.010 Ratings
ITSM collaboration and documentation8.07 Ratings00 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings8.918 Ratings
Ticket response00 Ratings8.919 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
Help Scout
-
Ratings
Configuration mangement9.07 Ratings00 Ratings
Asset management dashboard9.05 Ratings00 Ratings
Policy and contract enforcement6.03 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
Help Scout
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Help Scout
8.5
17 Ratings
12% above category average
External knowledge base00 Ratings9.016 Ratings
Internal knowledge base00 Ratings8.015 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Help Scout
8.2
19 Ratings
8% above category average
Email support00 Ratings8.519 Ratings
Help Desk CRM integration00 Ratings8.011 Ratings
Best Alternatives
BMC Helix RemedyforceHelp Scout
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
BMC Helix ITSM
BMC Helix ITSM
Score 8.9 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceHelp Scout
Likelihood to Recommend
9.0
(12 ratings)
8.4
(19 ratings)
Likelihood to Renew
7.5
(4 ratings)
7.0
(1 ratings)
Usability
-
(0 ratings)
10.0
(2 ratings)
Support Rating
8.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceHelp Scout
Likelihood to Recommend
BMC Software Inc.
[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.
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Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
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Pros
BMC Software Inc.
  • 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.
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Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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Cons
BMC Software Inc.
  • 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.
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Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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Likelihood to Renew
BMC Software Inc.
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
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Help Scout
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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Usability
BMC Software Inc.
No answers on this topic
Help Scout
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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Support Rating
BMC Software Inc.
They care about your success.
Read full review
Help Scout
No answers on this topic
Implementation Rating
BMC Software Inc.
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.
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Help Scout
No answers on this topic
Alternatives Considered
BMC Software Inc.
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.
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Help Scout
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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Return on Investment
BMC Software Inc.
  • 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.
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Help Scout
  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
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ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.