BMC Helix ITSM Reviews in January 2025: User Ratings, Pros & Cons

"Old Standby"

What do you like best about BMC Helix ITSM? Remedy is a very useful tool that just keeps plugging along. I like the ease of use the best. What do you dislike about BMC Helix ITSM? I wish it were more "digital" and somewhat lightweight. What problems is BMC Helix ITSM solving and how is that benefiting you? We use Remedy for our configuration management database and support center.

"BMC Remedy review"

What do you like best about BMC Helix ITSM? Looking at my assignments keeps me on task. Keep track of obnoxious specifics. What do you dislike about BMC Helix ITSM? Feels clunky, load time, sometimes feels archaic. Only works in Mozilla Firefox! Huge issue. also all the annoying email notifications I didnt necessarily need. What problems is BMC Helix ITSM solving and how is that benefiting you? Customer service management, incident management. Being able to share other team members on the ...

"Ticketing software"

What do you like best about BMC Helix ITSM? Easy to learn and use. Quick load times. What do you dislike about BMC Helix ITSM? Searching and sorting through previous tickets is not easy. What problems is BMC Helix ITSM solving and how is that benefiting you? Great for reviewing interaction history

"Review for BMC remedy INC tool"

What do you like best about BMC Helix ITSM? I like the content of BMC remedy tool and to the detailed level, it goes. The most useful process in the remedy is creating a CRQ it goes to every detailed level of the tasks and another positive thing about remedy is that the tracking of an INC/request it has a detailed comments section to track the request/INC. it is very useful in tracking the multitasking request such as task assignments etc. the PBI creation is a very long process and they ...

"Remedy is a clunky yet powerful way to store customer service calls"

What do you like best about BMC Helix ITSM? I like the ability to search through current and previous calls whether they have been resolved or not. What do you dislike about BMC Helix ITSM? Some of the fields are limited and cannot be customized. It would be nice to be able to customize it more for our particular department. Recommendations to others considering BMC Helix ITSM: Be sure and take advantage of whatever customization is provided. What problems is BMC Helix ITSM solving and how ...

"Remedy"

What do you like best about BMC Helix ITSM? I like the layout of Remedy and how easy it is to access tickets, easy to learn about the product What do you dislike about BMC Helix ITSM? I didn't like how long it would take for tickets to come in at times. Especially urgent requests. Recommendations to others considering BMC Helix ITSM: n/a What problems is BMC Helix ITSM solving and how is that benefiting you? Other than the speed of tickets, nothing was wrong with the application.

"Reliable ticketing system"

What do you like best about BMC Helix ITSM? Ticketing system is rekiable . technicians receive tickets immediately after they are submittef What do you dislike about BMC Helix ITSM? Some time the system will miss tickets that were system What problems is BMC Helix ITSM solving and how is that benefiting you? Successfully imitating the round robbin to our technicians

"Decent Helpdesk Software"

What do you like best about BMC Helix ITSM? I like the ability to track tickets from start to finish. What do you dislike about BMC Helix ITSM? The user interface is not extremely user friendly. What problems is BMC Helix ITSM solving and how is that benefiting you? Help Desk Management

"It works as it should, but experiences may vary."

What do you like best about BMC Helix ITSM? Remedy can be configured to be very simple or very complex. It mostly depends on who your Remedy admin is. I've seen it used to point to a knowledgebase and configured to keep track of assets. What do you dislike about BMC Helix ITSM? Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure. What problems is BMC Helix ITSM solving and how is that benefiting you? It allows you to keep track of ...

"With the right support Remedy is a great go to!"

What do you like best about BMC Helix ITSM? Remedy is a robust system that is able to be designed to support very large scale operations. What do you dislike about BMC Helix ITSM? Despite using several browsers and a newer system the application requires a lot of memory and crashes if I’m doing too much multitasking. Recommendations to others considering BMC Helix ITSM: Must have someone well versed in Remedy to support teams if implementing on a large scale. What problems is BMC Helix ITSM ...