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Agiloft Service Desk Suite vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Agiloft Service Desk Suite
Ranking in Help Desk Software
45th
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
No ranking in other categories
BMC Helix ITSM
Ranking in Help Desk Software
9th
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (8th)
 

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.7%, up from 0.3% compared to the previous year. The mindshare of BMC Helix ITSM is 4.8%, down from 9.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
BMC Helix ITSM4.8%
Agiloft Service Desk Suite0.7%
Other94.5%
Help Desk Software
 

Featured Reviews

MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
KN
Senior Application Developer BMC at Balfour Beatty
Self-service portal significantly reduces resolution time and transforms service process with advanced features
We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Having the solution on the cloud brings increased scalability."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The most valuable feature is the ability to have ITIL Out Of The Box (OOTB) functionality that can be readily customised to fit the specific needs of any given business organisation."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"It is flexible and can be used for any type of company, whether it's finance, or transport, etc., as it uses ITIL standards, has the flexibility to integrate with other applications, and can also be customized as needed."
"The product's initial setup phase was easy."
"Technical support has been fine."
"Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department."
 

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The biggest issue for our customers is the back office for the specializations through the second and third lines of support."
"The first level is not so skilled. If you manage to go to second level they are good."
"Customer Service: Fairly good. Much of it is in Asia and as in with most foreign customer support there is that occasional “understanding the accent” problem, but apart from that they are fairly good at what they do."
"The user experience could be better."
"The SRM module is still pretty complex, this needs some improvement in AIF creation and configuration."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
 

Pricing and Cost Advice

"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"It is too expensive for a small business."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"The price of BMC Helix ITSM is expensive."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
12%
Manufacturing Company
10%
Computer Software Company
6%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
 

Questions from the Community

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What needs improvement with BMC Helix ITSM?
Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...
What is your primary use case for BMC Helix ITSM?
My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...
What is your experience regarding pricing and costs for BMC Helix ITSM?
My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.
 

Also Known As

No data available
Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management
 

Overview

 

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about Agiloft Service Desk Suite vs. BMC Helix ITSM and other solutions. Updated: April 2026.
893,311 professionals have used our research since 2012.