# Compare BMC Helix ITSM vs ManageEngine ServiceDesk Plus 2026 | Capterra > Unsure of what to choose? Check Capterra to compare ManageEngine ServiceDesk Plus and BMC Helix ITSM based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/164195-179501/Remedy-IT-Service-Management-vs-ManageEngine-Service-Desk-Plus --- # ManageEngine ServiceDesk Plus vs BMC Helix ITSM Features and Cost Comparison Last updated March 13th, 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: ManageEngine ServiceDesk PlusBMC Helix ITSM2/4 selected [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.1 (115)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) [## ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting Price $16.00/month Value-for-Money 4.3 Functionality 4.4 Ease of Use 4.3 Customer Service 4.2 Reviews Sentiment Based on [231 reviews](#user-reviews) Positive 208 Neutral 15 Negative 8 [## BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.1 (115)](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 3.7 Customer Service 3.9 Reviews Sentiment Based on [115 reviews](#user-reviews) Positive 93 Neutral 17 Negative 5 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. ## Summary * * * Features in IT Ticketing Systems Software Best performer 38 / 41 Only ManageEngine ServiceDesk Plus - Access Controls/Permissions - AI Copilot - Alerts/Escalation 13 / 41 Only BMC Helix ITSM - Generative AI User satisfaction User satisfaction 4.4 User reviews[231](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Ease of use 4.3 Functionality 4.4 Value for money 4.3 Customer support 4.2 User satisfaction 4.1 User reviews[115](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) Ease of use 3.7 Functionality 4.0 Value for money 3.9 Customer support 3.9 Price starts from Price starts from $16Per User, Per Month - Free version - Free trial Price starts from \-- - Free version - Free trial Best for Best for ServiceDesk Plus can be used by SMBs and enterprises alike. It's a region and vertical-agnostic ITSM platform that is easy to set up—without heavy implementation overhead or developer effort. Best for Not provided by vendor ## User reviews Pros & cons EL Edier L. Network administrator > "The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets,..." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7131507) YK Yurii K. Technical Support Specialist > "Maintenance of Linux based version could be a problem if your team is mostly Windows specialist." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7128019) AV Ahmet V. System Network and İnformation Sec Manager > "The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it..." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372) RV Robert V. IT Manager > "The customization of templates is a but difficult to understand how the layout works." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592) Kit L. IT Support Engineer > "Clean customisable UI, great integration with other products by manageengine, regular updates and features make the product enjoyable." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7150962) IP ISHWARI P. Trainee > "Mobile app limitations lack some features from the desktop version." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6779077) Austin E. CTO > "Great ticketing system that has a lot of customizable features and ways to import emails into actionable items" [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7102463) RV Robert V. IT Manager > "Some fields are not available for reporting such as the description." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592) CQ Connor Q. IT Team Lead > "Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements" [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7114581) MS Manuel S. Engineer TI Sr. > "It does not maintain an integration with Microsoft applications." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6396780) Melih Ç. Team Leader > "It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are very..." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143) VR Verified Reviewer IT Manager > "there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the..." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4605698) EL Edier L. Network administrator > "We don't use all the options available for deployment but is good to know there are there in case the company situation change." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7131507) Harry S. Systems & Digital Marketing Administrator > "Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4236551) AV Ahmet V. System Network and İnformation Sec Manager > "Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372) BS Boyang S. Junior Data Integration Developer > "For a comprehensive ITSM solution, it can be quite pricey." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4636210) Melih Ç. Team Leader > "I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143) GV Gerardo V. Product Manager > "The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3525766) JN Joshua N. Applications Specialist > "It does the job and helps us as an office support our retail stores and staff members with any questions and queries." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6346360) MT Michael T. Service Delivery Manager > "Lacks some configurability and isn't as flexible as top-tier products like ServiceNow" [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3338320) YK Yurii K. Technical Support Specialist > "ManageEngine ServiceDesk Plus is a great tool for teams of any size." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7128019) AW Andrew W. Radpro > "The only feature that is missing is the ability to turn back time." [See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___2560011) [View Reviews](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) 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) 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) 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) 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..." [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) 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 > "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) 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 > "Upgrading production system is a 14 days nightmare." [See full review](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/#Capterra___2401668) [View Reviews](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) ## User interface 4.41 (231) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) 4.10 (115) ### Features ManageEngine ServiceDesk Plus Top features 38/41 - 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/179501/ManageEngine-Service-Desk-Plus/#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 ManageEngine ServiceDesk Plus is recognized as a top-rated tool in 4 Capterra Shortlist reports No recognitions have been awarded to BMC Helix ITSM ### Deployment & support ManageEngine ServiceDesk Plus 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 ManageEngine ServiceDesk Plus - By ManageEngine - Located in United States - Founded in 1996 BMC Helix ITSM - By BMC Software - Located in United States - Founded in 1998 ## Popular Comparisons [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) vs [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (720)](https://www.capterra.com/p/132997/Freshservice/reviews/) $16/month Price $19/month 4.4 Features 4.3 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/132997-179501/Freshservice-vs-ManageEngine-Service-Desk-Plus) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.10 (115)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [Proactivanet](https://www.capterra.com/p/227552/Proactivanet/)[4.83 (52)](https://www.capterra.com/p/227552/Proactivanet/reviews/) Contact vendor for pricing Price €1/year 4.0 Features 4.8 3.7 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/164195-227552/Remedy-IT-Service-Management-vs-Proactivanet) [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,434)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $16/month Price $19/month 4.4 Features 4.3 4.3 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-179501/Freshdesk-vs-ManageEngine-Service-Desk-Plus) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.10 (115)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/)[4.63 (1,659)](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/reviews/) Contact vendor for pricing Price $795/year 4.0 Features 4.6 3.7 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/164195-170018/Remedy-IT-Service-Management-vs-ManageEngine-Desktop-Central) [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,784)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $16/month Price $15/month 4.4 Features 4.6 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-179501/LiveAgent-vs-ManageEngine-Service-Desk-Plus) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.10 (115)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (720)](https://www.capterra.com/p/132997/Freshservice/reviews/) Contact vendor for pricing Price $19/month 4.0 Features 4.3 3.7 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/132997-164195/Freshservice-vs-Remedy-IT-Service-Management) [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $16/month Price $39/month 4.4 Features 4.4 4.3 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-179501/Zendesk-vs-ManageEngine-Service-Desk-Plus) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.10 (115)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (348)](https://www.capterra.com/p/254088/ServiceNow/reviews/) Contact vendor for pricing Price $100/month 4.0 Features 4.5 3.7 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/164195-254088/Remedy-IT-Service-Management-vs-ServiceNow) [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $16/month Price $20/month 4.4 Features 4.5 4.3 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/169505-179501/Zoho-Desk-vs-ManageEngine-Service-Desk-Plus) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.10 (115)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (519)](https://www.capterra.com/p/107225/SysAid/reviews/) Contact vendor for pricing Price Contact vendor for pricing 4.0 Features 4.5 3.7 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/107225-164195/SysAid-vs-Remedy-IT-Service-Management) [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.41 (231)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) vs [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (519)](https://www.capterra.com/p/107225/SysAid/reviews/) $16/month Price Contact vendor for pricing 4.4 Features 4.5 4.3 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/107225-179501/SysAid-vs-ManageEngine-Service-Desk-Plus) [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[4.10 (115)](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Contact vendor for pricing Price $20/month 4.0 Features 4.5 3.7 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/164195-227102/Remedy-IT-Service-Management-vs-JIRA-Service-Management)