BMC Helix ITSM alternatives: top competitors compared
Named alongside BMC Helix ITSM
Freshworks100% of BMC Helix ITSM answersZendeskBest forSupport teams from startups to enterprises that need omnichannel ticketing with AI automation100% of BMC Helix ITSM answersSalesforceBest forBusinesses from small companies to large enterprises wanting sales, service, marketing and commerce on one CRM platform100% of BMC Helix ITSM answersJira Service ManagementBest forIT and service teams already using Jira and Confluence who need an internal service desk100% of BMC Helix ITSM answers
Data from SlateIndex weekly runs
BMC Helix ITSM has a visibility score of 1.3 in Help Desk, #26 of 37. AI answers that name BMC Helix ITSM most often also name these 4.
Quick reference
| Alternative | Best for | Starting price | Visibility | Key differentiator |
|---|---|---|---|---|
| Freshworks | — | — | 61.5% | — |
| Zendesk | Support teams from startups to enterprises that need omnichannel ticketing with AI automation | $19 per seat / mo | 49.3% | AI agents priced per automated resolution, built into a unified ticketing, messaging and voice platform |
| Salesforce | Businesses from small companies to large enterprises wanting sales, service, marketing and commerce on one CRM platform | — | 46.2% | One unified platform combining CRM apps, data, and AI agents |
| Jira Service Management | IT and service teams already using Jira and Confluence who need an internal service desk | — | 21.4% | Built on the Jira platform and connected to the Atlassian Teamwork Graph and Rovo AI agents |
Alternative 1
Freshworks vs BMC Helix ITSM →Freshworks
Freshworks is ranked #1 in Help Desk.
Quick facts
- Pricing not available
- 61.5% visibility score · #1 in Help Desk
Key features
- Freshservice — AI-powered service operations platform for IT service management.
- Freshdesk — Cloud-based help desk software for customer support.
- Freshsales — CRM with built-in phone, email and chat, workflows and sales sequences.
- Freshdesk Contact Center — Contact center product in the Freshdesk line.
Freshworks vs BMC Helix ITSM
| Dimension | Freshworks | BMC Helix ITSM |
|---|---|---|
| Visibility score | 61.5% | 1.3% |
| Pricing model | — | — |
| Entry price | — | — |
| Free plan | — | — |
| Trial | — | — |
Pros
- Affordable pricing and good value
- Free tier or free trial available
- Intuitive, easy-to-use interface
- Fast deployment and quick time-to-value
- Strong AI and automation features
Cons
- Per-minute charges for advanced calling features
Alternative 2
Zendesk vs BMC Helix ITSM →Zendesk
Zendesk suits support teams from startups to enterprises that need omnichannel ticketing with AI automation.
Quick facts
- $19 per seat / mo · per seat
- 49.3% visibility score · #1 in Live Chat & AI Support
- 1800+ native integrations
Key features
- Customer Service — Omnichannel ticketing, messaging, live chat, voice and help center for resolving customer inquiries.
- Employee Service — Service management for internal requests, including IT service management.
- Contact Center — AI-powered contact center across voice and digital channels.
- AI agents — Autonomous agents that resolve issues on any channel, billed per automated resolution.
Zendesk vs BMC Helix ITSM
| Dimension | Zendesk | BMC Helix ITSM |
|---|---|---|
| Visibility score | 49.3% | 1.3% |
| Pricing model | Per seat | — |
| Entry price | $19 per seat / mo | — |
| Free plan | No | — |
| Trial | — | — |
Pros
- Industry leader in omnichannel customer support
- Scalable platform for large enterprise teams
- Mature ticketing operations and SLA management
- Extensive marketplace and broad integrations
- Free trial available for 14 days
Cons
- Heavy, slow deployment compared with lighter tools
- High per-agent costs
- AI add-ons billed separately on top of base fee
Alternative 3
Salesforce vs BMC Helix ITSM →Salesforce
Salesforce suits businesses from small companies to large enterprises wanting sales, service, marketing and commerce on one CRM platform.
Quick facts
- Pricing not available
- 46.2% visibility score · #1 in Field Service Management
Key features
- Agentforce — Platform for building, deploying and running AI agents for customers and employees.
- Sales Cloud — Sales pipeline, forecasting and sales process management.
- Service Cloud — Customer support case management across channels.
- Marketing Cloud — Building and personalizing campaigns and customer journeys.
Salesforce vs BMC Helix ITSM
| Dimension | Salesforce | BMC Helix ITSM |
|---|---|---|
| Visibility score | 46.2% | 1.3% |
| Pricing model | — | — |
| Entry price | — | — |
| Free plan | — | — |
| Trial | — | — |
Pros
- Powerful reporting, automation and customisation
- Market leader and gold standard CRM
- Deep ecosystem and strong CRM integrations
- Built for large enterprises and scaling
- Free trial to test its features
Cons
- Requires a dedicated administrator to manage
- High enterprise pricing
- Heavy, slow implementation that suits large budgets
Jira Service Management suits iT and service teams already using Jira and Confluence who need an internal service desk.
Quick facts
- Pricing not available
- 21.4% visibility score · #8 in Help Desk
Key features
- Jira Service Management — Service desk with request portal, ticketing, SLAs and automation.
- Assets — Configuration management database (formerly Insight) for tracking assets and configuration items.
- Customer Service Management — Module for external customer service, sold in the Service Collection.
- Rovo — Atlassian's AI agents, chat and search, including a virtual agent for service requests.
Jira Service Management vs BMC Helix ITSM
| Dimension | Jira Service Management | BMC Helix ITSM |
|---|---|---|
| Visibility score | 21.4% | 1.3% |
| Pricing model | — | — |
| Entry price | — | — |
| Free plan | — | — |
| Trial | — | — |
Pros
- Built for engineering, DevOps and development-heavy teams
- Well suited to internal IT support and service desks
- Free for up to 3 agents with SLAs and escalation features
- Connects support tickets with software development and Atlassian tools
Cons
- Paid per-agent pricing applies after the free tier
How to choose
Match the pricing model to your cost driver: headcount, usage or features.
| Platform | Pricing model | Starting price |
|---|---|---|
| BMC Helix ITSM | — | — |
| Freshworks | — | — |
| Zendesk | Per seat | $19 per seat / mo |
| Salesforce | — | — |
| Jira Service Management | — | — |
More alternatives
Ranked by how often AI answers name them alongside BMC Helix ITSM in the latest weekly run.