BMC Helix Remedyforce vs. Helpshift

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 6.1 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
Helpshift
Score 8.1 out of 10
N/A
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
$150
per month issue
Pricing
BMC Helix RemedyforceHelpshift
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
Offerings
Pricing Offerings
BMC Helix RemedyforceHelpshift
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsFlexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.
More Pricing Information
Features
BMC Helix RemedyforceHelpshift
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
Helpshift
6.4
4 Ratings
23% below category average
Organize and prioritize service tickets9.07 Ratings5.54 Ratings
Expert directory6.05 Ratings3.64 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings6.43 Ratings
ITSM collaboration and documentation8.07 Ratings4.53 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings9.13 Ratings
Ticket response00 Ratings9.14 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
Helpshift
-
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
Helpshift
-
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
Helpshift
5.0
4 Ratings
46% below category average
External knowledge base00 Ratings1.04 Ratings
Internal knowledge base00 Ratings9.13 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
Helpshift
4.5
4 Ratings
56% below category average
Customer portal00 Ratings5.53 Ratings
IVR00 Ratings2.71 Ratings
Social integration00 Ratings7.31 Ratings
Email support00 Ratings2.74 Ratings
Help Desk CRM integration00 Ratings4.52 Ratings
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BMC Helix RemedyforceHelpshift
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
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Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
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Score 9.1 out of 10
Kustomer
Kustomer
Score 8.9 out of 10
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User Ratings
BMC Helix RemedyforceHelpshift
Likelihood to Recommend
9.0
(12 ratings)
9.1
(4 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
8.0
(1 ratings)
9.1
(2 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceHelpshift
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.
Read full review
Helpshift Inc.
If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
Read full review
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.
Read full review
Helpshift Inc.
  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
Read full review
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.
Read full review
Helpshift Inc.
  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
Read full review
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
Read full review
Helpshift Inc.
No answers on this topic
Usability
BMC Software Inc.
No answers on this topic
Helpshift Inc.
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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Support Rating
BMC Software Inc.
They care about your success.
Read full review
Helpshift Inc.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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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.
Read full review
Helpshift Inc.
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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Helpshift Inc.
Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
Read full review
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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Helpshift Inc.
  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

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