BMC Helix ITSM vs Freshworks
Which one do AI engines recommend, and how do they differ on price, fit and features?
The short answer
Freshworks is the stronger AI pick in Help Desk: it has a visibility score of 61.5 versus 1.3 for BMC Helix ITSM, and ranks ahead in 50% of the answers that name both.
Choose BMC Helix ITSM if…
- You need FedRAMP Moderate or DISA Impact Level 4 coverage
Choose Freshworks if…
- You want the brand AI engines rank higher (61.5 vs 1.3)
- AI answers describe it more positively (26% vs 0% positive)
- You need SOC 2 Type II or ISO 27001 or ISO 27701 or PCI DSS coverage
- Affordable pricing and good value
AI visibility side by side
Latest weekly run · Nov 3
| Metric | BMC Helix ITSM | Freshworks |
|---|---|---|
| Visibility score | 1.3% | 61.5% |
| Change vs last week | down−0.1% | up+1.7% |
| Rank in Help Desk | #26 | #1 |
| Share of voice | 0.4% | 12.9% |
| Mentions this run | 2 | 65 |
| Positive in AI answers | 0% | 26% |
The stronger value in each row is marked with a ✓.
Visibility score trend
Weekly runs over the last 60 days
BMC Helix ITSM −0.09999999999999987pp · Freshworks +1.7000000000000028pp over 1 weekly runs.
Engine by engine
Freshworks leads on 3 of 3 engines
Head to head in AI answers
2 engine answers name both brands
| Prompt | Engine | BMC Helix ITSM | Freshworks |
|---|---|---|---|
| Best help desk platform for enterprise | ChatGPT | #6 | #5 |
| Which Help Desk vendors do analysts recommend? | ChatGPT | #3 | #4 |
Features, pricing & fit
| Dimension | BMC Helix ITSM | Freshworks |
|---|---|---|
| Deployment | SaaS (AWS) | Cloud |
| Compliance | FedRAMP Moderate, DISA Impact Level 4 | SOC 2 Type II, ISO 27001, ISO 27701, PCI DSS |
| Founded | — | 2010 |
| Headquarters | Houston, Texas, United States | San Mateo, California, United States |
| Employees | 5,000+ | 5,000+ |
| Funding | — | IPO |
| Best for | Large enterprises and government agencies needing ITSM | — |
Pros and cons
Themes from the AI answers that mention each brand
BMC Helix ITSM
Profile in progress.
Freshworks
- 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
- Per-minute charges for advanced calling features
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
Cite as: SlateIndex, “BMC Helix ITSM vs Freshworks”, https://slateindex.ai/compare/bmc-helix-itsm-vs-freshworks, data of Nov 3, 2026. Licence: CC BY 4.0.