--- title: "BMC Helix ITSM Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of BMC Helix ITSM. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if BMC Helix ITSM is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/bmc-helix-itsm-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [ITSM Software](https://www.softwareadvice.com/itsm/) / [BMC Helix ITSM](https://www.softwareadvice.com/crm/bmc-helix-itsm-profile/) / BMC Helix ITSM Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/bmc-helix-itsm-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/bmc-helix-itsm-profile/alternatives/) # BMC Helix ITSM User Reviews ## Reviews summary - Overall rating: 4.1/5 - Total reviews: 116 ### Secondary ratings - Ease of use: 3.8/5 - Customer support: 3.9/5 - Value for money: 3.9/5 - Functionality: 4.0/5 ### Rating distribution - 5 stars: 40 reviews (34%) - 4 stars: 53 reviews (46%) - 3 stars: 18 reviews (16%) - 2 stars: 4 reviews (3%) - 1 star: 1 reviews (1%) ### Most mentioned pros - It is very convenient in managing the day-to-day ticketing queue and prioritizing the high important cases though it. - Belonging to a huge brand which is number 1 in OSS area in telecommunications, it is pricy; but provides good support for enterprise solutions. - The intelligent integration for event management (off the shelf and event management system that can consume WSDLs or REST, can take advantage of this two-way BSR utility; it’s a game changer! ### Most mentioned cons - There’s literally 50 installs you need to perform plus a checksum between each and everything has to be installed in a specific order and BMC Software doesn’t make it easy on the customers to comprehend this because every tool has a separate website in their DOCs and it’s up to you to understand what needs to come before and after. - It has almost no room for adjusting, user interface is upgraded from version 7.5, 8.1 until version 9.1 but is substandard compared with cloud based solution. - Very hard to build RPA automations around. ## BMC Helix ITSM customer reviews Showing reviews 1-25 of 116 (page 1). ### Essential and User Friendly Tool used for ticketing purpose - Overall rating: 5/5 - Reviewer: Prachi K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: February 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Best Ticketing tool for business purpose. Gives us wide range of options to customize from. breadth of services. Easily understandable Can generate reports according to requirement Able to link tickets to one another easily #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Able to create. update, resolve tickets easily Able to calculate SLA. Good process work flow Able to link Incidents to problem and change requests #### Cons Too many fields are needed to be filled up for raising a ticket, thus its a bit time consuming for us. --- ### One of the Best Incident Trackers! - Overall rating: 5/5 - Reviewer: Josh K. - Verified reviewer: Yes - Industry: Retail - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love how intuitive it is. The software flows just like you'd expect. #### Cons It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world. --- ### Remedy Review - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 3/5 #### Pros This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets. #### Cons I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors. --- ### Great Tool - Overall rating: 5/5 - Reviewer: Srishti K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: June 2019 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This tool is very helpful in managing alerts & can be nicely sync with monitoring tools. #### Cons I never faced any issues & used this in my previous organization too. --- ### Best tool for Resolving Dockets - Customer support - Overall rating: 5/5 - Reviewer: Bala Jyothi R. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We are using Remedy on a daily basis to resolve customer tickets...very easy to keep track of the issues, customer can revert back as well , so that we can provide optimum solution to the issues raised through remedy dockets.. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is very helpful for resolving the dockets, almost all the attributes are self explanatory, easy to use, what i like the most is reports are generated with all the details like when the docket is raised, when it is resolved, average time duration, and also we can customize the reports...It makes life easy #### Cons So far everything is useful and good about Remedy --- ### Great IT Support Tracker - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Telecommunications - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros ► We can easily track all tickets resolved. Also, track any particular behavior in case we face any bug or virus on multiple users reporting the same issue. ► Easy categorization for tickets. #### Cons ► GUI looks pretty slow. ► Sometime users report some slowness in the tool and this affects users experience. ►There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away. --- ### Government contract - Overall rating: 1/5 - Reviewer: Travis B. - Verified reviewer: Yes - Industry: Automotive - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 1/5 - Value for money: 1/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros The program is very robust with options to do all sorts of crazy things in the information service. #### Cons It can be quite clunky with all the options. --- ### You need a better designer - Overall rating: 5/5 - Reviewer: Gopi N. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This software allows you to log tickets and assign to groups. #### Cons If the person, i mean the designer does not know what he/she is doing and does not cater to your needs, then it is going to be a pain. --- ### I love this software - Overall rating: 5/5 - Reviewer: Brian D. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros This is the first ticketing system i have ever used. I love it #### Cons Great software, only issue is it times out from time to time --- ### Great product - Overall rating: 5/5 - Reviewer: Arram K. - Verified reviewer: Yes - Industry: Higher Education - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros This product is great if u want to log your tickets in #### Cons It’s an older base format that needs some work --- ### Used it for 3 years in our corporation now and it has been great for tracking change and incidents - Overall rating: 4/5 - Reviewer: Shayne F. - Product usage: Used unspecified for unspecified - Reviewed: August 2015 - Review source details: This review was submitted organically. No incentive was offered Enterprise level, very powerful software which is very easy to use. As of Remedy 7.6x, you can make your own customizations to the application or even create applications of your own with their customized Eclipse tool. While a lot of OOTB features worked very well for us, we still needed the ability to customize and create our own forms and processes or even the ability to perform automation and self-service with other applications. Some items the learning curve is not bad at all and customizations can be added with little to no effort. Whereas others have taken quite a long time to develop and troubleshoot. One such customization which we developed was the ability to have placeholder templates for Change, Incident, Work Order and Tasks where we pass through variables via the SRM and it dynamically generates and populates the ticket with this information. We have full date automation, dynamic Task generation and the ability to dynamically modify the template on the fly based on the answers that the user passes through via SRM. So instead of multiple templates which are served based on "if-then" answers in the Process Definition, we have a single template which then gets massaged based on the user's answers. This customization took a decent amount of time to complete, but it reduced the amount of time of SRM and template rework to almost nothing. Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade. So when we upgraded fro 7.6.04 to 8.1, it took a solid month of work to check each and every form, active link, filter, etc to make sure that things worked with the new upgrade. But BMC's tools helped reduce both the time and work it took to get the kinks worked out and we had all of our environments upgraded and without the need to call in expensive consultants to assist with it. As with any piece of software, there are always going to be issues. However, we have found that 9.5 out of 10 times we contact BMC for support, their staff is more than knowledgeable and have us up and running again in short order. BMC's Remedy ITSM Suite is a great piece of software and VERY flexible to meet the most demanding of situations. After being a Remedy Administrator for 3 years, I can say without hesitation that it is well worth the price and would be a welcomed addition to any I.T. department. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 --- ### Love Remedy ITSM 8.1.01 - Overall rating: 4/5 - Reviewer: Sandra H. - Product usage: Used unspecified for unspecified - Reviewed: July 2015 - Review source details: This review was submitted organically. No incentive was offered I have been a Remedy developer since 1998. I was an early deplorer of 7.6 and 8.0 AND love ITSM 81.01. I deployed 8.1.01 in January 2015. Installing email to use Outlook was missed because the install was not clearly understood. The same happened with Web Services. Correcting these deficits caused an outage shortly after Go Live. Incident, Change, Knowledge, Asset & Release Management are deployed. DMT worked well for the foundation data with one exception - it is no longer possible to import Categorizations as Global; all categorizations are Company specific. SRM deployed quickly using the export/import method; painless and a big win for my customer. Incident, Work Order & Change Templates were created using data mining were included in IOC deployment. I love the People Management Console; it too, was a standard customization I added to previous apps. Multi-tenancy was simple to configure and deploy. While Work Orders are now a stand-alone form, the app is not as well structured as Incident or Change Management, i.e. there is no "Print" button on the WOI:Work Order form. With the ITSM Email Engine & Rules of 8.x, Remedy has nailed it! This used to be a huge development effort that took several months to complete, often delaying application deployment. The incoming email rules are well written and meet most customer needs. We have all of our tickets create Service Requests. We had to add some customizations because when the "Requested For" user is changed, all of the new customer info does not write to the SR completely. This is a big deal when the customer has access to the Request Entry Console because the new customer does not have access to the REQ. The Survey is confined to tickets created using SRDs which does not work for my customer. A custom Survey is in the works because the customer for every resolved Incident must receive a survey solicitation. The TMS:Task form still uses the "Classic" view. It would be nice to have this view updated to match the "Best Practice" view of other ITSM forms. The same for CTM:People. It would be great to have the option of having the last Task close a Work Order or Change Request part of application rules. This is a big issue with customers who always get caught unaware of the behavior. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 --- ### Robust but Ruthless - Overall rating: 4/5 - Reviewer: Bradley M. - Verified reviewer: Yes - Industry: Mechanical or Industrial Engineering - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2019 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Remedy encompasses almost anything and everything you would need in an ITSM solution. Feature rich to the core. #### Cons There is somewhat of a learning curve here. Training is not only suggested but STRONGLY suggested --- ### incident management tool - Overall rating: 4/5 - Reviewer: jesus s. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros It is a very good tool to manage incidents within your company, very useful when it comes to putting details in each affectation, even if you want to download the data already stored for a while and the details you want #### Cons It really is an excellent tool, but at the time of programming and managing it can be a bit complicated for the end user, that is, you will need a specialist to be able to start up your tool 100% --- ### Review of Remedy - Overall rating: 3/5 - Reviewer: David G. - Verified reviewer: Yes - Industry: Education Management - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. it allows us to obtain statistics on the number of tickets opened in the different groups created in the software. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 3/5 #### Pros Remedy is a good tool that allows us to follow up with clients on problems experienced by them and we can see how many times this client has had the same problem. #### Cons We use templates in the version we have and the main problem with templates is that they are duplicated by the number of groups we are assigned to. --- ### Industry Standard for a reason - Overall rating: 5/5 - Reviewer: Carl A. - Verified reviewer: Yes - Industry: Warehousing - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Used this in the Air Force and as a Civilian and the program has been the best at tracking tickets and assets by far. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This product takes care of all parts of the IT Lifecycle Great service management module with SLAs and ticket tracking #### Cons This product doesn't have issues that couldn't be fixed with a little customization --- ### Nice product, however out of the box options are not ready solutions available - Overall rating: 4/5 - Reviewer: Rekha N. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I use it for Ticketing sytem of IT services, #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros module wise purchasing options, good cost wise, however this allows us to buy only specific modules, which might not give complete ITSM work module #### Cons The look doesnt seem catch at times. Remedy on Premise doesnt allow easy reporting. --- ### Remedy Service Desk - Overall rating: 5/5 - Reviewer: Loyce N. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Especially in an organisation that involves customers and a back office, this is a must have. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros It's instant. It's very easy to use. Ability to edit and add templates, to customize them to ones' need. #### Cons Get's too slow when the Tickets are many. --- ### Decent SD tool - Overall rating: 4/5 - Reviewer: Adnan L. - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Room for improvement for User experience and interface for making it simple to new or non technical work force #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros Decent Service desk tool for logging, tracking and monitoring of incident, change and problem tickets in a IT service management environment #### Cons It could be more user friendly and intuitive in terms of the user interface and user experience for non technical workforce who are new to ITSM or service desk environment. --- ### I have used Remedy to track Tech Help Desk requests for years. - Overall rating: 5/5 - Reviewer: Robert V. - Industry: Education Management - Company size: 1001-5000 employees - Product usage: Used weekly for more than 2 years - Reviewed: September 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. automation of documentation and communication from my help desk. They have resolved with the new versions what complaints I had about scalability between multiple help desks and user groups, and the reporting required. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The tech user interface is intuitive and follows a logical thought process. Remedy is feature-rich, and can be configured to do exactly what I want, when I want it done. The reporting is capable, and has commonly needed reports as defaults. My techs spend a minimal amount of time documenting, and therefore most of their time helping customers. Remedy creates tech reminders, sends progress notification email to customers and generally does what a great managerial assistant would do. --- ### Remedy ITSM - Kelly's view point - Overall rating: 4/5 - Reviewer: Kelly D. - Product usage: Used unspecified for unspecified - Reviewed: January 2015 - Review source details: This review was submitted organically. No incentive was offered Pros - * Consistent UI makes it easy to navigate. * Fully ITIL Compliant and easy to explain how using SMPM * Easily customizable to meet company needs and business processes * Data driven configuration/business rules allows for less customization to need to be done * Data load capabilities are getting stronger * Default configuration of system variables works for 90% of companies * Continues to add new sizzle in each release Cons - * No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted * Limited Mobility solution - ability to show reports/charts on mobile devices. I think Smart Reporting in 9.0 will help with this. Ability to work tickets - you have Smart IT for the Service Desk. We need it for the resolvers. * Upgrade is a bear if you have done any customizations. * No support for multiple overlays. Unisys has done a lot of overlays for our improvements. If a customer wants to change something then it goes in our overlay, not a second level overlay. Consequently, when we do an update to our overlay, their customization goes away. Overall General Impression - Remedy ITSM is the most feature complete yet flexible tool on the market. Time to implement is far less with Remedy than the competitors. The open ability to integrate is a huge plus because in today's world everyone wants all the tools form multiple vendors to work together. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 --- ### ITSM out of the box or tailored, Remedy will get you there. - Overall rating: 5/5 - Reviewer: Ryan J. - Product usage: Used unspecified for unspecified - Reviewed: July 2015 - Review source details: This review was submitted organically. No incentive was offered BMCs Remedy platform has long been a core in service desks everywhere. "Platform" is the proper term, not "application". Most people hear Remedy and think 'help desk tickets'. While this is certainly the heritage and one of the strongest things Remedy does, it barely scratches the surface. Remedy ITSM provides an out of the box ITIL based solution ready to run by any organization that needs or wants to employ full lifecycle management for services. It is not just 'tickets' any more. Everything from baseline (Change) management, Problem Management, Release Management, to full Asset Management can be done in the ITSM suite out of the box. Just fill in the basics of your organization and you are good to go (this isn't a small task mind you, thinking out how to layout the organization in the beginning will leverage even more from the platform in the long run - a smart plan would be 3 months at least). Add to it BMC discovery (ADDM) and you have live asset data to feed Incidents, Change, and Assets. As your organization matures, customization to do just about anything you can think of in a 'ticket' fashion is possible. Recent updates in the core of the platform have made preservation of customization much easier - something that had been very difficult in the past. So whether you need ITIL from the start or have custom ideas to develop, the Remedy platform can handle it all. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 --- ### Easy to navigate interface but lags in load and search. - Overall rating: 4/5 - Reviewer: Ashish S. - Product usage: Used daily for more than 2 years - Reviewed: May 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Overall Interface. Wild Card searches for key items. Approval flow for Change Request. Task effort tracker. #### Cons Load time for the software. Restrictions on CRQ update post approval. Lack of seamless CMDB integration. --- ### Great backend and with MyIT/SmartIT a better product - Overall rating: 5/5 - Reviewer: Howard R. - Product usage: Used unspecified for unspecified - Reviewed: January 2015 - Review source details: This review was submitted organically. No incentive was offered Having played with ITSM since the 5.x days, and the 7.x release since the beta, I have always felt that this product is the leader that other companies would rip off. The backend of ITSM cannot be beat by any vendor, one can almost make it do anything and captor any data, any manager could use in a report. For example we have BPPM and BAO, tied to our ITSM system. So we auto-create, auto-rout and even auto-close incidents. ADDM populates our CMDB, so can keep track of what is in our environment. I wonder what is out there that can do all of that seamlessly. However, the long standing issue with ITSM is how complicated it was and still is. Not just to install, but to use. The first versions had mutable pages of data that needed to be entered, just to create an incident. As the product matured the number of data items reduced, however, not to the degree that our customers needed or wanted. The first attempt to reduce this was SRM. However, way too many SRD (service requests) were created without thinking of the end user. This is where MyIT (for the end user) and SmartIT for the support user came in. Having been playing with MyIT for a few months and a much shorter time on SmartIT, these two items will be what now gives a great backend a face one could love. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 4/5 --- ### Please Run. - Overall rating: 2/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 5001-10000 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. This is probably my least favorite program. Our office adopted it as a ticketing system, and I couldn't wait to get off. It's less than user-friendly, crashes constantly, and ran slower than bearable. Maybe it was built to support much smaller offices, but it was nothing short of a headache most days. #### Ratings breakdown - Ease of use: 1/5 - Functionality: 1/5 #### Pros The graphics are fine, and the color scheme is alright. (Sadly, I don't have a lot of nice things to say about this one.) #### Cons Where to begin: - The internal search engine is one of the worst I've ever seen - Slow (very unfortunate for a system built for efficiency) - Crashes easily ## More reviews [Next reviews](https://www.softwareadvice.com/crm/bmc-helix-itsm-profile/reviews/?page=2) --- BMC Helix ITSM Reviews, Pros and Cons - 2026 Software Advice