BMC Helix Remedyforce vs. eDesk by xSellco

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 6.2 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
eDesk by xSellco
Score 10.0 out of 10
Small Businesses (1-50 employees)
eDesk by xSellco is an eCommerce Help Desk purpose built for online sellers. eDesk integrates with marketplaces, channels, webstores and social channels and consolidates them into one shared dashboard. The vendor states they provide the tools and corresponding order data to speedily turn around issues, so you can get back to selling. eDesk allows users to respond to customer queries and meet their Service Level Agreements (SLAs) with Amazon and eBay. eDesk is designed to provide all the…
$85
per user
Pricing
BMC Helix RemedyforceeDesk by xSellco
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
eDesk Essential
$85
per user
eDesk Unlimited
$125
per user
eDesk Unlimited +
$195
per user
Offerings
Pricing Offerings
BMC Helix RemedyforceeDesk by xSellco
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsThese are the month-to-month prices for using eDesk. If you would like to pay annually instead there is a discount on the total price. Each plan offers a variety of different features to suit any online seller.
More Pricing Information
Community Pulse
BMC Helix RemedyforceeDesk by xSellco
Top Pros
Top Cons
Features
BMC Helix RemedyforceeDesk by xSellco
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
5% below category average
eDesk by xSellco
10.0
1 Ratings
20% above category average
Organize and prioritize service tickets9.07 Ratings10.01 Ratings
Expert directory6.05 Ratings00 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings10.01 Ratings
ITSM collaboration and documentation8.07 Ratings10.01 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
Ticket creation and submission00 Ratings10.01 Ratings
Ticket response00 Ratings10.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
1% below category average
eDesk by xSellco
-
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
8% above category average
eDesk by xSellco
-
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
eDesk by xSellco
10.0
1 Ratings
22% above category average
External knowledge base00 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix Remedyforce
-
Ratings
eDesk by xSellco
8.5
1 Ratings
5% above category average
Social integration00 Ratings7.01 Ratings
Email support00 Ratings10.01 Ratings
Best Alternatives
BMC Helix RemedyforceeDesk by xSellco
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.8 out of 10
SAP Service Cloud
SAP Service Cloud
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix RemedyforceeDesk by xSellco
Likelihood to Recommend
9.0
(12 ratings)
10.0
(1 ratings)
Likelihood to Renew
7.5
(4 ratings)
-
(0 ratings)
Support Rating
8.0
(2 ratings)
-
(0 ratings)
Implementation Rating
7.0
(2 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceeDesk by xSellco
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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xSellco
Great for companies that sell on marketplaces and want to merge all of their communications. It saves our customer service agents tons of time, and it also connects easily with ChannelAdvisor. It would not be appropriate for a company that does not sell on marketplaces.
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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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xSellco
  • Easy to use for customers
  • Maintains marketplace standards for communication
  • Is the only platform that offers these services
  • Connects with Channel Advisor
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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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xSellco
  • I wish the filters displayed closer to the top of the inbox vs the bottom
  • The new and to-do tabs can be confusing at first
  • Agents must take ownership once in the message; it is not auto-assigned when you click into a message, so there is room for duplication.
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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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xSellco
No answers on this topic
Support Rating
BMC Software Inc.
They care about your success.
Read full review
xSellco
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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xSellco
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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xSellco
They were not even close to offering what xSellco has and the ease of using the platform. eDesk by xSellco is a great price point, is very easy to use, and it also integrates with ChannelAdvisor and Big Commerce, which was a determining factor for us. It also is an Amazon partner and ensures that they are adhering to all of the strict communication rules Amazon has.
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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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xSellco
  • Saves agents lots of time
  • Creates better communication with customer with less time in between messages
  • Helps us provide great customer service
  • Has helped us meet marketplace communication standards and receive more feedback/reviews
Read full review
ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

eDesk by xSellco Screenshots

Screenshot of Ticket HeatmapScreenshot of All your customer information on every customer messageScreenshot of AI generated responsesScreenshot of All the customer details on every customer messageScreenshot of Auto-translateScreenshot of All your customer tickets in one dashboard