Nowadays, many companies require service desk software to help them with ticket and knowledge base integration, surveys, multi-channel access, and more. BMC Helix Remedyforce is a good example of such software, but it’s not the only one. There are plenty of service desk solutions floating around the market today.
However, the difficult part is searching for a platform that suits your business, and that’s what we’d like to help you with. If you think that BMC Helix Remedyforce would have been a good match for you if not for a feature or two that you can’t get behind, we got you covered. Here’s a list of top BMC Helix Remedyforce alternatives that you should check out.
What is BMC Helix Remedyforce?
BMC Helix Remedyforce is an online IT service management platform that enables you to deliver fast business service management to your customers. The system offers innovative digital services that improve the performance of your service team. It uses rich ITSM best practices and features to liberate business and IT units from the tedious admin work so that they can focus on providing better support.
To transform each layer of service delivery, the platform integrates with a series of emerging technologies. These include cloud containers, event managers, catalog tools, and AI-powered cognitive service management solutions. Remedyforce is offered by quote so to avail of its enterprise plans; you must contact the vendor.
Issues with BMC Helix Remedyforce
If you’re already using the system, you might have already experienced some of the most common problems in sports. For instance, it features complex admin menus that make navigation more difficult than it should be. The interface also looks a bit dated and could use a cleaning. Furthermore, it packs a lot of features that you won’t know are there. A lot of pages from their documentation are also out-of-date.
Essentially, most users don’t find it intuitive and easy-to-use. Of course, you can learn more about the system as you go along. However, looking for other solutions is a viable option, as well. That’s why we’ve compiled a list of top BMC Helix Remedyforce alternatives.
BMC Helix Remedyforce Alternatives
Freshservice is a cloud-based service desk platform designed to help companies of all sizes to deliver excellent customer service. It is fully ITIL-ready and comes with built-in CMDB functions. It’s also ITSM-compliant, making it an ideal tool for companies who haven’t adopted ITSM yet. And for businesses that are already ITSM compliant, this solution can help them implement their service desk more efficiently. The platform offers a plethora of features, including asset management, change, and release management, ticketing, problem management, and service catalog.
The software is available in three paid enterprise plans, a free plan, and a free trial. The plans’ prices range from $29 to $79 per agent/month.
2. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a robust ITSM and help desk platform with comprehensive service desk tools, including ticket management, a knowledge base, and a self-service portal. It allows the use of multiple points of contact like email, ticket, and phone for connecting with clients. Moreover, it has flexible deployment options since you can host it either in the cloud or on your server.
ManageEngine ServiceDesk Plus has three pricing editions, namely Standard, Professional, and Enterprise. This allows businesses with different budget levels to avail of the software. It’s available by quote so you must contact the vendor to get one.
3. Spiceworks Help Desk
Spiceworks Help Desk is a software designed specifically for professionals in the information technology sector. With this solution, IT experts and specialists have a platform to interact and share their knowledge with other professionals in the field. They can provide guides on what software to buy, troubleshooting tips, ways to enhance IT infrastructure, and more. The platform also offers a wide range of features, including tickets and tasks, team management, ticket collaboration, multi-site support, and IT asset management. Additionally, it offers more than a hundred add-on applications.
Interested users can download the application and run it on their system or have it hosted in the cloud for free. You’ll get an unlimited ticket system without admin limits. You also enjoy the benefit of easy collaboration and communication with other users to figure out solutions to any IT-related issue.
4. Jira Service Desk
Jira Service Desk is a feature-packed platform designed to provide solutions for customer service and IT Service Management. It sports a plethora of features, including task automation, real-time collaboration, SLA deliveries, metrics reporting, and knowledgebase building. Besides, the solution offers an open-source interface, allowing users to customize it according to their requirements.
Its CS capabilities are also topnotch, which is why it’s considered as one of the best customer support software today. Hence, this tool can be used for a variety of ITSM purposes like incident management and can also serve as a software development issue tracking solution.
In terms of pricing, this software offers five different plans. If you want to host it on the cloud, you can choose between its free plan, standard plan, and premium plan. The standard plan costs $20 per agent/task. Meanwhile, the self-managed (server and data center) plans range from $10 to $13,200.
5. Zendesk Support
Zendesk Support is a powerful help desk software that brings all customer interactions in a single dynamic interface. Users can bring in client concerns or queries from any channel through customer search history, pre-defined ticket responses, as well as web widgets. With this capability, businesses can answer their customer’s concerns quickly and correctly.
Additionally, the platform offers several modules that you can install and upgrade separately. Advanced tools like IVR phone trees, web SDK, CSAT surveys, and answer bots are also available for businesses with more complex requirements.
Zendesk Support offers flexible plan structures, making the software ideal for business of any size. Pricing starts at $9 per agent/month. A free trial is also available.
6. Cherwell ITSM
Cherwell ITSM is a highly-configurable IT service management software that provides workflow automation to your service desk operations. Compliant with ITIL standards, the system also offers a better environment for your IT teams to work on.
Some of its most noteworthy tools include request and incident management, where all service requests you come across are linked to the system. With this, every issue and request that your customers and employees submit are easier to notice and fix.
Cherwell ITSM does not offer fixed pricing so you’ll have to contact the vendor to request a quote.
7. SolarWinds Service Desk
SolarWinds ServiceDesk is an online IT service management help desk solution that provides a single point of contact for companies, employees, and customers to connect with. It also facilitates incident management by collecting and organizing tickets in order of priority. This allows you to handle the most pressing ones first. Furthermore, the system features a host of ITIL-compliant tools that helps improve the efficiency and performance of your support agents.
As for the pricing, you can choose from SolarWinds Service Desk’ three editions — team, business, and professional. Upstarts and smaller teams will find its starting pricing of $20 per agent/month more accommodating. Bigger organizations, however, might want to check out their business plan, which starts at $40 per agent/month.
8. EasyVista Service Manager
EasyVista Service Manager is one of the fastest-growing IT service management platforms that cater to mid-sized organizations. It features a series of robust functionalities for users who know their way around the IT field and are aware of what they need from ITSM tools. True to its name, the platform offers an intuitive, easy-to-use interface that accelerates its implementation. To top it off, the system is recognized by award-giving bodies for its ITFM, ITAM, and ITSM service management tools.
There is no fixed pricing attached to EasyVista. This means that you have to contact its vendor to get a pricing quote that’s suitable for your business.
Vivantio is an automated and affordable help desk solution that will fit the needs and the budget of small businesses. With features such as customized web self-service, custom reports builders, interactive dashboards, problem management, integrated email, and automated workflow, the platform empowers businesses, its customer service teams, and consumers. It allows companies to provide quick and consistent service and determine issues that need immediate solutions.
Vivantio Service Desk charges $48 per user/month. To know more details about their pricing, you can contact the vendor or request a quote.
10. Rescue by LogMeIn
Rescue by LogMeIn is a remote support platform for technology professionals, such as IT experts, software manufacturers, and support desk technicians. The system has a series of tools that help users in decreasing the time needed for addressing and closing tickets. This translates to lower costs and higher efficiency of support operations. There’s also a concurrent session feature where a single technician can handle 10 sessions at the same time. Each session is tracked and recorded in their separate logs.
The system can integrate with a host of business apps, including other help desk services, such as Zendesk, Spiceworks, and FreshDesk. For pricing, Rescue by LogMeIn offers two packages, which start at $1,299/year.
Choosing Between Service Desk, Help Desk, and ITSM Solutions
There is typically a blurred line when it comes to the difference between the three categories. For instance, while all of the BMC Helix Remedyforce alternatives mentioned here are service desk platforms, some of them also work as help desk software. The same goes for ITSM solutions. Reasons for this include the standard features that they share and some products offering all three categories in different modules.
Thus, to give you an idea or two on which tool to select, we’ll provide a few guidelines regarding the subject. If you only need basic support, then you can do without the complex functionalities of an ITSM solution. Needless to say, simple help desk and service desk platforms may not be enough if you have sophisticated IT systems and infrastructures. Additionally, the service desk seems to be better at scripted responses, branded customer portals, and SLA tracking. On the other hand, help desk software is good at quickly solving technical issues.
Hopefully, with this short guide and our list of alternatives, you were able to find which platform suits your requirements and processes most.