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BMC Helix ITSM vs Vision Helpdesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
Help Desk Software (9th), IT Service Management (ITSM) (8th)
Vision Helpdesk
Average Rating
10.0
Reviews Sentiment
7.1
Number of Reviews
3
Ranking in other categories
Help Desk Software (32nd), IT Service Management (ITSM) (32nd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
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.
MF
CTO at a cloud solution provider with 11-50 employees
The ​multi-company satellite help desk feature to manage our ticketing system for multiple domains is valuable for us.
Multi-company satellite help desk feature to manage our ticketing system for multiple domains more like a white-label support solution, and Blabby Feature use for internal staff communication We got Reseller Hosting , where we offer end use support to our reseller Clients, which is more of…

Quotes from Members

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

Pros

"The product is easy to use. It is a good tool for developers and business users."
"I realized that Automation Anywhere is much easier, more reliable, and has value for money with good and vast customer support."
"It is easy to understand how to use the tool. For a developer, it is very easy to understand the opportunities and how to use and learn these features. It is very business-oriented."
"I have enjoyed using all the features of this tool, not just one feature, e.g., object cloning, Excel automation, and the web recorder."
"Our ROI has ranged from thousands to hundreds of thousands, depending on the type of process being automated."
"We have had a massive return on full-time employee resources that we have saved by just using Automation Anywhere."
"The recorder feature for front end automation and email packages is the most valuable feature as it has more features and it makes the email server related tasks easier and more independent on the email client."
"Automation Anywhere has helped my company with APIs. We are currently in a project to create APIs for our core banking service and other transactional systems, migrating from another integration technology to API."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Compared with other solutions in the market, for example, Manage Engine, which has technical limitations, BMC is robust."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"It has the power to automatize several different tasks in the ITSM world."
"The maturity of ITSM processes has been very good; I think it's excellent."
"Initial, out-the-box setup was easy with no problems."
"Customer service has been one of the best for any software provider we have seen; any issue we had was solved quickly."
"Vision Helpdesk has a very small price but has many functions, and compared with others their price is 3-5x lower for similar functionality."
"If you are looking for an affordable solution for your business but want all the features of something you would expect to pay highly for, choose Vision Helpdesk! Trust me - you won't look back!"
 

Cons

"New versions keep coming up. The challenge for us is to have the downtime to do the migrations. This could be improved upon. We would like fewer version changes and upgrades happening to the application. While the downtime is not that much, depending on the business processes, there are times few critical processes are running on a daily or hourly basis. We would expect the downtime to be even less for them."
"I would suggest going with Microsoft Power Automate rather than Automation Anywhere because Power Automate's cloud flow is easier to use."
"Automation Anywhere can be improved by reducing the time of the processes and enhancing the efficiency of people."
"The bot scaling process was painful, when you go beyond a few bots, and because we had stability issues. We had to work through the issues, and they took us a long time."
"The optical character recognition of various documents and templates, particularly when using the Arabic language, has room for improvement."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."
"We have had so many stability issues."
"We've had some technical difficulties connecting, but that's more on our environment and how we have the machines and everything set up. It's not specific to Automation Anywhere. However, it's pricier than some of the other tools."
"Some parts of the solutions are using the old interface."
"BMC Helix ITSM should have an easy-to-use user interface."
"The dashboard can be better."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The User Interface still has the appearance of being clunky and not user friendly."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Adding additional fields does not work very well."
"The biggest issue for our customers is the back office for the specializations through the second and third lines of support."
"I think I'd like to see a more user-friendly interface in the user-ticket view."
"Their live-chat support needs work."
 

Pricing and Cost Advice

"The price of this product is good."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"Automation Anywhere's price is considerably better than UiPath's."
"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."
"The price for Automation Anywhere is reasonable."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"The solution's pricing should come down."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"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."
"BMC Helix ITSM is a very cost-effective solution."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Financial Services Firm
13%
Manufacturing Company
10%
Construction Company
7%
Government
5%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
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...
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...
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.
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 ...
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...
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.
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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

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Riva Tech, StratospherIQ Data Systems, Suprag AG, Thomas Cook, TNM Software, Transition Systems Asia, Uptime Solutions, Volodi, Zakupka, Zen3, Zygote Complete Property Management, Rovia, NAS Insurance Services, FederalBank, InvestIndia, StartupIndia,BankofKigali
Find out what your peers are saying about BMC Helix ITSM vs. Vision Helpdesk and other solutions. Updated: June 2026.
900,747 professionals have used our research since 2012.