BMC Helix ITSM vs UserVoice comparison

Why PeerSpot?

The compared BMC Helix and UserVoice solutions aren't in the same category. BMC Helix is ranked #9 in ISM , with an average rating of 7.7, and holds a 5.1% mindshare in the category. UserVoice is ranked #9 in CFM , and holds a 4.6% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of UserVoice users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between BMC Helix ITSM and UserVoice based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 2026

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Helped 913,806 peers since 2012

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

Automation Anywhere

Mindshare comparison

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	5.1%
ServiceNow	13.1%
JIRA Service Management	6.6%
Other	75.2%

IT Service Management (ITSM)

Customer Feedback Management Mindshare Distribution
Product	Mindshare (%)
UserVoice	4.6%
Qualtrics XM Platform	13.5%
Sprinklr	8.8%
Other	73.1%

Customer Feedback Management

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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KuldeepNayak

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.

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it_user494850

Director of Client Support at a healthcare company with 51-200 employees

The knowledge base was instrumental in elevating our self-help tools for clients. We took all of our user guides to the cloud, as well as other client-facing documents.

I would like to see more flexibility in UserVoice when it comes to content sharing / privacy. We have clients with custom builds, and I would like to have an easy way to host all of their custom content in the same KB and maintain those articles that are only visible to those clients. When I was with ReadyPoint, we had public content (applicable to every client) and private content (applicable only to one client's customizations, etc.). We were told by UserVoice that there was not a way to control who could see what content on a KB at the article level, and so parts of the information available on the KB (for example, the article about logging in and password setup) was not applicable to a large section of our clients (who had a custom login screen), and therefore caused lots of confusion.

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Quotes from Members

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

Pros

"Document automation has indeed been beneficial in handling large volumes of documents in our organization, where we process product-related data sheets that range from 80 to 120 pages, efficiently extracting data that would take a human several hours to read manually."

"Now, with the help of Automation Anywhere Bot it's being handle automatically, and work that would take one week is now being completed within an hour."

"Automation Anywhere has significantly helped us achieve our automation goals, mainly by reducing costs, which alleviates organizational burdens."

"IQ Bot is very helpful as it is easy to learn and implement and the data output accuracy is almost 90%. Over time, the BOT learns from the validation which is an added advantage. Whatever I was thinking for version 11.3, it's being implemented in A2019. The incorporation of Python scripts is also implemented which will be easier for validations."

"If we want to read a scanned PDF, we use IQ Bot. Using the cognitive detail of IQ Bot and some machine learning abilities, we can train the IQ Bot to process all scanned PDF documents and give the results in an Excel file. This is a very good feature introduced by Automation Anywhere. IQ Bot is doing well."

"The Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."

"The features that help us satisfy the needs of the customer to overcome mundane activities using task bots and meta bots are the most valuable along with the rich controls in the control room. The developer team is able to capture all the necessary steps without much hassle with the visual designer and the ability to test each step of automation has helped in delivering error-free automation to our customer."

"Automation Anywhere can be considered as one of the most stable RPA tools in the industry, according to the perspective of the limited amount of tools that I've used."

More Automation Anywhere pros

"I like the single sign-on and that administrators can customize."

"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."

"The scalability that BMC offers is really great and it provides tons of integration options, and we haven't faced any issues with integration."

"From what I've read BMC Helix ITSM has a lot of features and far more than the CA Service Desk."

"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."

"This product allows us to efficiently track all outstanding tickets, enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing."

"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."

"Service Request Management was the first big win for our company."

More BMC Helix ITSM pros

"If your core team of support and content managers adopts this platform and works within its structure, they'll benefit from a clean, easy-to-handle interface that grows quickly and makes their lives much easier!"

"It has helped us to improve our response time to users, thus giving them a better experience from support."

"I can respond to customers extremely fast, which helps reinforce our company's image and culture as a friendly and responsive startup."

Cons

"My main issue with Automation Anywhere might be the logging of bots and getting more detailed feedback of what my bot is doing, step by step. It is hard to track fine-tuning in larger codes."

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

"Since it is not an in-house solution for ERP systems or CRM systems, automating those things requires additional effort."

"In terms of improvements for Automation Anywhere, I would prefer to see more options in packages and pricing, including a breakdown of different features and products, which would allow us to select certain products while potentially skipping others as needed."

"For me at the very beginning when I started working with that, the technical setup was extremely complicated and extremely problematic, and we spent half a year to really make the software work."

"My experience with the pricing, setup cost, and licensing is mixed. It is somewhere in between, not the most cost-efficient but also not the highest cost, so it can be better."

"We encountered issues during the upgrade of the framework. We were using the older framework of version 10.3.5. When we were upgrading, we were having a few issues in terms of getting the proper hardware and software prerequisites. For some things, like getting the controls of some of the application's tools, we were getting Automation Anywhere's help."

"It should be easier to use."

More Automation Anywhere cons

"I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided."

"Functionality-wise, it falls short of our expectations."

"On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity."

"Any software has a lifecycle. To me, BMC is a dated architecture."

"Support could be more skilled. We are wasting too much of our time debugging."

"The data was slow and the BMC support was lacking."

"One of the issues with the solution is the requirement to provide a lot of information in order to log a request."

"The biggest issue for our customers is the back office for the specializations through the second and third lines of support."

More BMC Helix ITSM cons

"We were told by UserVoice that there was not a way to control who could see what content on a KB at the article level, and so parts of the information available on the KB (for example, the article about logging in and password setup) was not applicable to a large section of our clients (who had a custom login screen), and therefore caused lots of confusion."

"Right now, I can only respond to customers. I really want the ability to compose and send a message to individual customers prior to them contacting us."

"The idea forum is lacking in features, it doesn’t allow you to attached files when commenting on an idea."

Pricing and Cost Advice

"It's an ideal pricing model to customize the components based on everyone's needs."

"We would like them to change the license model of charging per bot."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."

"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."

"I would like them to have better license management."

"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."

"We have saved customers 400% in terms of time saved by implementing this product."

More Automation Anywhere pricing and cost advice

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

"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."

"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."

"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."

"It is costly, but it is well worth it."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

More BMC Helix ITSM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Financial Services Firm

10%

Manufacturing Company

Outsourcing Company

Construction Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	14
Large Enterprise	54

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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 ...

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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 s...

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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.

See all answers

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ServiceNow vs BMC Helix ITSM

Compared 18% of the time

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Compared 7% of the time

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Compared 5% of the time

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Compared 4% of the time

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Qualtrics XM Platform vs UserVoice

Compared 34% of the time

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Compared 26% of the time

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Compared 18% of the time

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Compared 9% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

September 2026

Download BMC Helix ITSM product report

Buyer's Guide

Qualtrics XM Platform vs. UserVoice

September 2026

Download UserVoice product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

No data available

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

UserVoice

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

UserVoice offers an effective platform for collecting and integrating user feedback into business processes to enhance product development and customer satisfaction.

Many organizations utilize UserVoice to manage customer feedback and improve decision-making. Its ability to consolidate user input allows businesses to prioritize features and updates. UserVoice transforms user suggestions into actionable insights that drive product innovation. Its scalable nature and integration capabilities make it suitable for teams of all sizes, supporting a customer-centric approach to product improvement.

What features make UserVoice valuable?

Feedback Management: Centralizes feedback collection to streamline user suggestions.
Prioritization: Allows businesses to prioritize features based on user demand.
Integration: Compatible with other systems to enhance workflow and data analysis.
Customizable Dashboards: Provides tailored insights through user-specific dashboards.

What benefits should users consider?

Enhanced Decision-Making: Data-driven insights improve strategic planning.
Increased Customer Satisfaction: Aligns product development with user needs.
ROI Improvements: Efficient feedback handling leads to resource savings.
Scalable Solutions: Grows with your company to meet evolving requirements.

UserVoice is implemented in sectors like tech, retail, and customer service, where businesses seek to harness user insights effectively. Companies in these industries use UserVoice to capture feedback seamlessly, drive product roadmaps, and foster a user-focused development cycle. Its flexibility and power make it a choice solution for enterprises prioritizing customer engagement.

UserVoice

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

PicCollage, FullContact, Bing Ads, zynga, Microsoft, Zillow, hootsuite, Sephora

Buyer's Guide

IT Service Management (ITSM)

September 2026

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