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Compare BMC Helix ITSM and Spiceworks Cloud Help Desk 
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At a Glance
Market Segments
Enterprise (75.2% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
No pricing available
Free
BMC Helix ITSM
Star Rating
(287)3.7 out of 5
Market Segments
Enterprise (75.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMSpiceworks Cloud Help Desk
Star Rating
(311)4.3 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that BMC Helix ITSM excels in its Ticketing System with a score of 9.8, highlighting its robust features for managing tickets effectively. In contrast, Spiceworks Cloud Help Desk, while still strong at 9.7, is noted for its user-friendly interface that simplifies ticket management.
- Reviewers mention that BMC Helix ITSM's Reports & Analytics feature stands out with a score of 9.4, providing comprehensive insights into ticketing and service performance. Spiceworks, with a score of 9.1, offers solid reporting but lacks some of the advanced analytics capabilities that BMC provides.
- G2 users highlight the superior Help Desk functionality of Spiceworks Cloud Help Desk, scoring 9.8, which is praised for its intuitive design and ease of use. BMC Helix ITSM, while still effective at 9.2, is seen as more complex, which may require additional training for new users.
- Users on G2 report that BMC Helix ITSM's Change Management feature is highly rated at 8.8, allowing for detailed tracking and management of changes. Spiceworks Cloud Help Desk, with a score of 9.2, is noted for its straightforward approach, making it easier for mid-market users to implement.
- Reviewers mention that Spiceworks Cloud Help Desk shines in Mobile User Support with a score of 8.1, making it accessible for users on the go. In contrast, BMC Helix ITSM's mobile support is rated lower at 5.8, indicating a need for improvement in mobile functionality.
- Users say that BMC Helix ITSM's Automation features are robust, scoring 9.2, which helps streamline workflows effectively. However, Spiceworks Cloud Help Desk, with a score of 9.7, is praised for its ease of use in setting up automation, making it more appealing for teams looking for quick implementations.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableSpiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
BMC Helix ITSM
No trial information availableSpiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.0
243
8.6
286
Ease of Use
7.2
246
8.7
287
Ease of Setup
7.0
85
8.7
215
Ease of Admin
7.2
83
8.8
217
Quality of Support
7.5
212
8.4
235
Has the product been a good partner in doing business?
7.9
77
8.9
176
Product Direction (% positive)
6.1
242
8.1
286
Features by Category
Ticket and Case Management
Not enough data
8.2
13
|
Verified
Not enough data
8.3
13
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.3
10
Not enough data
8.8
7
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.1
12
|
Verified
Not enough data
9.0
8
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.3
12
|
Verified
Not enough data
9.3
12
|
Verified
Not enough data
7.5
6
|
Verified
Not enough data
6.0
5
Not enough data
Feature Not Available
Platform
Not enough data
5.8
8
|
Verified
Not enough data
7.4
9
|
Verified
Not enough data
9.2
10
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
8.0
11
|
Verified
Administration
8.8
16
|
Verified
Not enough data
8.6
17
|
Verified
Not enough data
9.3
16
|
Verified
Not enough data
Service Desk
9.0
19
|
Verified
Not enough data
9.2
19
|
Verified
Not enough data
9.0
17
|
Verified
Not enough data
Management
9.4
9
|
Verified
Not enough data
7.7
8
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
7.6
9
|
Verified
Not enough data
Functionality
9.4
9
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
9.1
9
|
Verified
Not enough data
9.1
9
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Feature Not Available
Feature Not Available
8.6
103
8.8
125
8.3
104
9.3
131
7.9
85
8.2
113
7.9
87
8.2
102
Reporting
7.9
90
8.6
127
7.9
87
8.4
107
Feature Not Available
Feature Not Available
Access & Usability
6.6
55
8.1
98
7.8
85
8.9
106
7.9
77
8.9
89
7.7
62
Feature Not Available
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
BMC Helix ITSM and Spiceworks Cloud Help Desk are categorized as Service Desk
Unique Categories
BMC Helix ITSM is categorized as IT Service Management (ITSM) Tools
Spiceworks Cloud Help Desk is categorized as Help Desk
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Spiceworks Cloud Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
33.9%
Telecommunications
8.9%
Hospital & Health Care
6.6%
Computer Software
6.3%
Higher Education
3.7%
Other
40.6%
Information Technology and Services
17.9%
Education Management
8.5%
Higher Education
4.9%
Hospital & Health Care
4.6%
Computer Software
2.6%
Other
61.6%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?
4 Comments
DK
Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote...Read more
What is Spiceworks Cloud Help Desk used for?
1 Comment
AS
It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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