--- title: "Compare Freshservice vs BMC Helix ITSM 2026 | Capterra" description: "Unsure of what to choose? Check Capterra to compare Freshservice and BMC Helix ITSM based on pricing, features, product details, and verified reviews." source_url: "https://www.capterra.com/compare/132997-164195/Freshservice-vs-Remedy-IT-Service-Management" page_type: "comparison" language: "en" --- # Freshservice vs BMC Helix ITSM Features and Cost Comparison Last updated August 26th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: FreshserviceBMC Helix ITSM2/4 selected [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.6 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.1 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) [## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.6 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.6 Customer Service 4.5 Reviews Sentiment Based on [794 reviews](#user-reviews) Positive 753 Neutral 32 Negative 9 [## BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.1 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) Starting Price Contact vendor Value-for-Money 3.9 Functionality 4 Ease of Use 3.8 Customer Service 3.9 Reviews Sentiment Based on [116 reviews](#user-reviews) Positive 93 Neutral 18 Negative 5 ## Summary * * * Features in IT Ticketing Systems Software Best performer 39 / 41 Only Freshservice - Access Controls/Permissions - AI Copilot - Alerts/Escalation 13 / 41 Only BMC Helix ITSM - Generative AI User satisfaction User satisfaction 4.6 User reviews[794](https://www.capterra.com/p/132997/Freshservice/reviews/) Ease of use 4.6 Functionality 4.3 Value for money 4.4 Customer support 4.5 User satisfaction 4.1 User reviews[116](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) Ease of use 3.8 Functionality 4.0 Value for money 3.9 Customer support 3.9 Price starts from Price starts from $19Per User, Per Month - Free version - Free trial Price starts from \-- - Free version - Free trial Best for Best for Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform. Best for Not provided by vendor ## User reviews Pros & cons AD Akshay D. IT Manager > "Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) AC Ariel C. Technical Support Analyst > "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443) AD Akshay D. IT Manager > "It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) DV David V. Customer Supoort Manager > "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459) AD Akshay D. IT Manager > "It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) WS Wilben S. Cloud Engineer > "Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156605) Praphul Kumar P. Tech lead sr System Admin > "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) HP Hardik P. Sr. Software Engineer > "The built-in dashboards cover the basics fine, but if you want something more custom, it gets a bit fiddly and you often end up pulling the data out to work with it elsewhere." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180730) AD Akshay D. IT Manager > "The platform provides a comprehensive IT service management solution with an intuitive interface, efficient ticket management, automation capabilities, and asset tracking..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) DM Deepak M. Design Engineer > "The UI can feel laggy at times, and navigating across the platform can be overwhelming due to the large number of options and modules." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7166362) James W. Salesforce Administrator > "With this platform, there's a clean interface, you can efficiently manage tickets, customize fields, automate ticket properties, integrate with Slack, and more." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7182888) MS Mankeshwar S. Software Engineer > "You can pull basic numbers easily enough, but anything beyond that requires jumping through hoops, and half the time I end up copying data into a spreadsheet just to make..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180740) Jason F. Service Desk Manager > "The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7158814) JM Jeki M. Technical Leader - Front End > "Front-end workflows aren't always linear - sometimes a "bug" is really a design inconsistency, sometimes it's a browser compatibility mess that needs a totally different..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7187739) AD Akshay D. Devops Engineer > "The ticketing system is efficient and intuitive, and features like automation rules, SLA management, and a self-service portal help streamline support workflows significantly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) DK Deep K. Marketing Manager > "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7157349) PG Princy G. Social Media Specialist > "I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) SN Suresh N. Government Consultant > "Advanced reporting and analytics are less intuitive than expected and the ai in use for the platform is very less and can be outdated in future." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176648) SB Sakshi B. Senior analyst > "Tracking laptops, software, and other equipment alongside incidents helped our team understand recurring issues and maintain accurate inventory records without relying on..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176825) BK Bhavin K. Sr. Software Engineer > "It's not perfect - the customization limits can be frustrating when you want something slightly outside the standard setup - but it gets the job done reliably day to day." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183615) MI Marika I. Service Desk Lead > "I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228) BK Bhavin K. Sr. Software Engineer > "Some of the workflows and views feel a bit rigid, and when you're trying to tailor things to fit how your specific team operates, you run into walls pretty fast." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183615) SK Swaroop K. Senior Systems Administrator > "The ticket management system helps keep support requests organized, while the automation and workflow features reduce manual effort and improve response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183547) AM Ajay M. Technical Architect > "Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) AM Ajay M. Technical Architect > "Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) MS Mankeshwar S. Software Engineer > "Also, the sheer number of settings and configuration options can feel overwhelming when you're first setting things up; there's a bit of a maze to navigate before it clicks." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180740) RA Rajesh A. Project manager > "We use Freshservice for managing internal support tickets, and I feel it is very simple and efficient for tracking, managing, and closing requests." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7155860) CY Chandresh Y. AVP-IT > "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478) SD Stefan D. Senior System Analyst > "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427) AT Arun T. Analyst > "SLA management is painful as the reporting, monitoring and analytics are very basic and it would have been better like IT management software." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7179509) RB Rajneesh B. Senior ITSM Consultant > "Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151898) LF Lex F. Platform Admin > "no access to back-end tables if the functionality is not available, there is no way for customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) BK Bhavin K. Sr. Software Engineer > "Everything is organized in a way that just makes sense - assigning tickets, tracking status, setting priorities, it all flows smoothly without needing a manual to figure it..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183615) MJ Mayank J. Global IT Service Delivery Manager > "In case you want to review specific agent availability for a day (with auto assignment on), you can't do that." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) JK Justin K. Director Of Support and Data Center Operations > "Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517) HT Harsh T. Software Engineer > "There were a couple times we wanted to tweak fields or set things up a certain way for our workflow, and it just wasn't as flexible as I'd hoped." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7183618) DF Dominique F. Systems Administrator > "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) MS Mankeshwar S. Software Engineer > "Notifications are another sore spot - sometimes they're a little delayed, and once or twice agents missed an update because it didn't ping in real time." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180740) KG Kevan G. Software enginner > "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing flexibility, it..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531) JM Jeki M. Technical Leader - Front End > "The platform doesn't flex much for that kind of nuance, so we've had to bend our categorization to fit what's available rather than the other way around." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7187739) DB Denis B. IT Service Manager > "Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) BM Bruno M. VP IT > "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) AT Adam T. Team Lead > "This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154579) ST Sean T. Director of Cloud Infrastructure and Operations > "The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151427) SS Shubham S. Sr. Network Engineer > "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852) JM Jeki M. Technical Leader - Front End > "It's not perfect, and the rigid customization still bugs me from time to time, but four years in, it's earned its spot in our stack." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7187739) Balanjaneya Sharma B. Software Engineer > "An easy-to-use and scalable ITSM platform that streamlines workflows, though rising costs for additional teams and advanced features can impact affordability as organizations..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7188286) WM William M. IT Technician - Process Improvement > "Malfunctioning features, outdated documentation, unclear access to specific items." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153899) AD Akshay D. Devops Engineer > "On the analytics side, it offers useful but somewhat basic reporting, which works well for standard operational tracking but may require workarounds for advanced reporting..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) CR Carlos R. Systems Engineer > "The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781) RM Rakesh M. Senior IT Infra Executive > "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673) DF Deste F. IT HelpDesk > "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) AD Akshay D. Devops Engineer > "Overall, Freshservice is a strong, easy-to-use ITSM solution best suited for teams that value speed of implementation, simplicity, and automation, rather than deep..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) BK Bhagyesh K. java backend developer > "Workflows can become confusing and difficult to manage as requirements become more complex and sometimes it get frustrating." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7172950) TZ Tarik Z. IT > "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927) EG Ekta G. SEO Executive > "There are so many modules and configurations that it took our team a couple of weeks to fully wrap our heads around everything." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7189157) EG Erin G. Director of IT > "We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) LB Lucas B. IT Service Desk Analyst > "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) DB Denis B. IT Service Manager > "The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) LS Lumo S. Systems Analyst > "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779) EG Erin G. Director of IT > "The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) MO Mark O. Head of Managed Services > "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) AC Ajay C. EUS Engineer > "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the daily workflow..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029) MJ Mayank J. Global IT Service Delivery Manager > "major feature missing is - you cant fetch report of Agent availability." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) TE Trajkovi E. Principal Analyst > "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803) HP Hardik P. Sr. Software Engineer > "Pricing structure can also be a little confusing at first since it's not always obvious what's bundled into each plan." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7180730) MB Maki B. Local HR > "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028) CK Chris K. Senior Director Global Ops and Support > "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527) NO Nathalie O. Scrum Master IT > "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) EG Ekta G. SEO Executive > "Honestly, the initial setup and customization options can feel a bit overwhelming." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7189157) LB Lucas B. IT Service Desk Analyst > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) LF Lex F. Platform Admin > "Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) EG Ekta G. SEO Executive > "Setting up routing rules and automated workflows took very little time compared to our old system, which drastically cut down our first-response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7189157) AM Ajay M. Technical Architect > "Mobile app is a bit clunky too when you're trying to update something quickly on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering > "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062) MD Mark D. Director of Operations > "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783) EG Erin G. Director of IT > "Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) JC Josh C. Help Desk and System Admin > "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621) PG Princy G. Social Media Specialist > "Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) BM Bruno M. VP IT > "I am unable to get a support person when having a question or needing help configuring." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) LB Lucas B. IT Service Desk Analyst > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) DM Deepak M. Design Engineer > "The UI can feel laggy at times, and navigating across the platform can be overwhelming due to the large number of options and modules." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7166362) AD Akshay D. Devops Engineer > "What I liked most about Freshservice is its intuitive and clean interface, which makes it easy to manage tickets without a steep learning curve." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) KP Karan P. Associate > "UI looks a little outdated." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3268671) VR Verified Reviewer Admin > "The interface is clean, easy to navigate, and helps improve response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7147551) Devin M. Senior Associate > "While the mobile app is a great tool, the interface can be difficult to navigate and settings are limited." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___2863195) AB Aimé B. Skol Brewery Limited > "Freshservice stands out for being intuitive while still offering powerful functionality." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7103029) DF Deste F. IT HelpDesk > "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) MM Mahesh M. IT Security Engineer > "The platform also integrates well with other tools, which helps maintain better visibility across IT operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) MO Mark O. Head of Managed Services > "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) NT Nate T. Sr SysAdmin > "great, we use it everyday and it also integrates with our cloud apps and slack chat well." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7117883) BD Benjamin D. Integration lead > "Lack of integration with some of our other applications." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6573500) RV Rogelio V. ITSM Admin > "For some years, my experience has been great, adding new modules like Freshcaller and more Freddy AI integration." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082111) Joas Andrito M. CTO > "one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4352625) CM Chris M. IT Manager > "Active Directory integration works well, as does leveraging our SSO/MFA via Azure." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4490014) WS Wilben S. Cloud Engineer > "It's more tedious to do." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156605) TJ Tomas J. Senior EUC Specialist > "Freshservice is extremely easy to use for L1/L2 IT helpdesk Agents." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156328) JB Joe B. Desktop Support Engineer > "Sometimes I don't want to contact support..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535) AL Alexander L. Senior Systems Administrator > "Freshservice is not over-architected like some products, and it’s simple and easy to get using right away." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094649) GC Geoff C. Director of Information Services > "Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3932151) Hana Ř. Leader of inventory > "What I like most about Freshservice is that it is easy to use and well organized." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151858) AE Andreas E. Bereichsleiter IT > "Only indian support not able to understand them good" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4965079) MJ Mayank J. Global IT Service Delivery Manager > "Hope it simplifies more." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) TC Tony C. IT support > "my experience with the software is great but working with support has been horrible." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___2860275) [View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) PK Pankaj K. NOC > "In my point of view, BMC Helix ITSM is an exceptionally useful for managing our ticketing tasks." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___4087728) MJ Marie J. Services Architect > "Additionally, BMC Software ignores their onPrem customers, whom by the way made this company who they are today and they chose to..." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2789973) VR Verified Reviewer Salesforce Consultant > "We can do reports to identify and handle tickets per teams which is very useful for Project management." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___3731963) Emir O. Expert associate > "After 5 years of using i'm still puzzled by database structure that creates so many problem for integration with 3rd party reporting..." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2401668) MJ Marie J. Services Architect > "It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift..." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2789973) Travis B. Senior IT Administrator > "It can be quite clunky with all the options." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___3204561) VR Verified Reviewer Solution Architect > "BMC Helix is a decent alternative when it comes to managing service requests, incidents and trouble tickets." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___3383694) MJ Marie J. Services Architect > "I suspect they’re making it difficult because they want to sell subscriptions to their SaaS." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2789973) MJ Marie J. Services Architect > "This system is incredibly robust to the extent that if you do not have mature processes and you do not manage IT well this system..." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2789973) Emir O. Expert associate > "It is abandoned by vendor i thing from version 1." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2401668) VR Verified Reviewer Salesforce Consultant > "The reporting feature is cool." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___3731963) Emir O. Expert associate > "Upgrading production system is a 14 days nightmare." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2401668) MJ Marie J. Services Architect > "It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift..." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2789973) Travis B. Senior IT Administrator > "It can be quite clunky with all the options." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___3204561) [View Reviews](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) ## User interface 4.55 (794) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) 4.09 (116) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Freshservice Top features 39/41 - Access Controls/Permissions - Activity Dashboard - Activity Tracking - AI Copilot - Alerts/Escalation - Alerts/Notifications - API - Asset Lifecycle Management - Automated Responses - Automated Routing - Change Management - Collaboration Tools - Configurable Workflow - Customizable Branding - Customizable Fields - Customizable Forms - Customizable Reports - Customizable Templates - Generative AI - Help Desk Management - Incident Management - IT Asset Management - Knowledge Base Management - Macros/Templated Responses - Multi-Channel Communication - Multi-Language - Prioritization - Problem Management - Release Management - Reporting/Analytics - Reporting & Statistics - Search - Self Service Portal - Service Catalog - Service Level Agreement (SLA) Management - Service Reporting - Support Ticket Management - Support Ticket Tracking - Task Management - Third-Party Integrations - Workflow Management [See all features](https://www.capterra.com/p/132997/Freshservice/#features) BMC Helix ITSM 13/41 - Access Controls/Permissions - Activity Dashboard - Activity Tracking - AI Copilot - Alerts/Escalation - Alerts/Notifications - API - Asset Lifecycle Management - Automated Responses - Automated Routing - Change Management - Collaboration Tools - Configurable Workflow - Customizable Branding - Customizable Fields - Customizable Forms - Customizable Reports - Customizable Templates - Generative AI - Help Desk Management - Incident Management - IT Asset Management - Knowledge Base Management - Macros/Templated Responses - Multi-Channel Communication - Multi-Language - Prioritization - Problem Management - Release Management - Reporting/Analytics - Reporting & Statistics - Search - Self Service Portal - Service Catalog - Service Level Agreement (SLA) Management - Service Reporting - Support Ticket Management - Support Ticket Tracking - Task Management - Third-Party Integrations - Workflow Management [See all features](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#features) ### Recognition Freshservice is recognized as a top-rated tool in 2 Capterra Shortlist reports No recognitions have been awarded to BMC Helix ITSM ### Deployment & support Freshservice Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos BMC Helix ITSM Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Freshservice - By Freshworks - Located in United States - Founded in 2011 BMC Helix ITSM - By Netreo - Located in United States - Founded in 2000 ## Popular Comparisons [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,471)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $19/month Price $19/month 4.3 Features 4.3 4.6 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.09 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) Contact vendor for pricing Price $89/month 4.0 Features 4.5 3.8 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/107225-164195/SysAid-vs-Remedy-IT-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $115/month 4.3 Features 4.4 4.6 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.09 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (776)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Contact vendor for pricing Price $20/month 4.0 Features 4.5 3.8 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/164195-227102/Remedy-IT-Service-Management-vs-JIRA-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $19/month Price R$35/month 4.3 Features 4.7 4.6 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.09 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Contact vendor for pricing Price $16/month 4.0 Features 4.4 3.8 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164195-179501/Remedy-IT-Service-Management-vs-ManageEngine-Service-Desk-Plus) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $19/month Price $15/month 4.3 Features 4.6 4.6 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.09 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/)[4.39 (111)](https://www.capterra.com/p/127562/TOPdesk/reviews/) Contact vendor for pricing Price €61/month 4.0 Features 4.3 3.8 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/127562-164195/TOPdesk-vs-Remedy-IT-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.46 (776)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.09 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [Pulseway](https://www.capterra.com/p/141792/Pulseway/)[4.68 (311)](https://www.capterra.com/p/141792/Pulseway/reviews/) Contact vendor for pricing Price $67/month 4.0 Features 4.5 3.8 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/141792-164195/Pulseway-vs-Remedy-IT-Service-Management) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.55 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,215)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.09 (116)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,471)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Contact vendor for pricing Price $19/month 4.0 Features 4.3 3.8 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-164195/Freshdesk-vs-Remedy-IT-Service-Management)