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Compare BMC Remedy, Helpshift, Jira Service Desk, and ServiceNow

Pricing

 
Professional
$95
Per User / Per Month
GET STARTED
$10
/month
 
Enterprise
$135
Per User / Per Month
FOR GROWING TEAMS
$20
/agent/month
 
Platinum
$160
Per User / Per Month
 
Free Trial Unavailable
Free Trial
Free Trial
Free Trial Unavailable
BMC Remedy
Free Trial Unavailable
Helpshift
Professional
$95Per User / Per Month
Enterprise
$135Per User / Per Month
Platinum
$160Per User / Per Month
Free Trial
Jira Service Desk
GET STARTED
$10/month
FOR GROWING TEAMS
$20/agent/month
Free Trial
ServiceNow
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
8.6
8.5
8.4
Ease of Use
Ease of Use
7.1
8.8
7.8
7.4
Ease of Setup
Ease of Setup
6.9
8.8
7.3
7.2
Ease of Admin
Ease of Admin
7.2
8.5
7.4
7.8
Quality of Support
Quality of Support
7.4
8.5
8.0
7.9
Ease of Doing Business With
Ease of Doing Business With
7.9
8.7
8.2
8.1
Product Direction (% positive)
Product Direction (% positive)
5.9
8.2
7.8
7.8
Meets Requirements
BMC Remedy
8.0
Helpshift
8.6
Jira Service Desk
8.5
ServiceNow
8.4
Ease of Use
BMC Remedy
7.1
Helpshift
8.8
Jira Service Desk
7.8
ServiceNow
7.4
Ease of Setup
BMC Remedy
6.9
Helpshift
8.8
Jira Service Desk
7.3
ServiceNow
7.2
Ease of Admin
BMC Remedy
7.2
Helpshift
8.5
Jira Service Desk
7.4
ServiceNow
7.8
Quality of Support
BMC Remedy
7.4
Helpshift
8.5
Jira Service Desk
8.0
ServiceNow
7.9
Ease of Doing Business With
BMC Remedy
7.9
Helpshift
8.7
Jira Service Desk
8.2
ServiceNow
8.1
Product Direction (% positive)
BMC Remedy
5.9
Helpshift
8.2
Jira Service Desk
7.8
ServiceNow
7.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
4.1%
16.5%
16.2%
3.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
21.7%
65.3%
40.4%
17.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
74.2%
18.2%
43.4%
79.0%
BMC Remedy
Small-Business
4.1%
Mid-Market
21.7%
Enterprise
74.2%
Helpshift
Small-Business
16.5%
Mid-Market
65.3%
Enterprise
18.2%
Jira Service Desk
Small-Business
16.2%
Mid-Market
40.4%
Enterprise
43.4%
ServiceNow
Small-Business
3.9%
Mid-Market
17.2%
Enterprise
79.0%

Reviewers' Industry

 
Information Technology and Services
32.4%
Computer Games
13.0%
Information Technology and Services
28.4%
Information Technology and Services
27.6%
 
Telecommunications
9.0%
Consumer Services
9.8%
Computer Software
15.2%
Hospital & Health Care
7.5%
 
Hospital & Health Care
6.1%
Financial Services
8.2%
Internet
6.1%
Higher Education
7.5%
 
Higher Education
4.3%
Entertainment
8.2%
Telecommunications
4.4%
Computer Software
6.7%
 
Computer Software
4.3%
Consumer Goods
7.6%
Financial Services
4.4%
Financial Services
6.1%
 
Other
43.9%
Other
53.3%
Other
41.6%
Other
44.4%
BMC Remedy
Information Technology and Services
32.4%
Telecommunications
9.0%
Hospital & Health Care
6.1%
Higher Education
4.3%
Computer Software
4.3%
Other
43.9%
Helpshift
Computer Games
13.0%
Consumer Services
9.8%
Financial Services
8.2%
Entertainment
8.2%
Consumer Goods
7.6%
Other
53.3%
Jira Service Desk
Information Technology and Services
28.4%
Computer Software
15.2%
Internet
6.1%
Telecommunications
4.4%
Financial Services
4.4%
Other
41.6%
ServiceNow
Information Technology and Services
27.6%
Hospital & Health Care
7.5%
Higher Education
7.5%
Computer Software
6.7%
Financial Services
6.1%
Other
44.4%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Greg M.
User in Internet

It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...

Richard G.
User in Computer Games

Helpshift is very easy to use. We can access helpshift anywhere without having to install any additional software. We have access to the necessary information in order to assist our customers fast and efficiently. The interface is very simple which makes...

TINCY G.
User in Information Technology and Services

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...

Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

G2 User in Entertainment

The quality of the data cannot be relied upon and often changes. We need a simple view of how many tickets each agent answered and when (hourly), that cannot be manipulated if the ticket is re-opened, closed by another agent or changes statuses. Not enough...

Anushree P.
User in Biotechnology

there is nothing to dislike about service desk

Jared H.
User in Government Administration

Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application

 
BMC Remedy
Most Helpful Favorable Review
Greg M.
User in Internet

It's a full-blown, enterprise-grade ITSM suite. For those who are looking to implement ITIL practices, Remedy will help you do so, with modules like asset and configuration management, incident and problem management, change management, and so forth. Done...

Most Helpful Critical Review
G2 User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

Helpshift
Most Helpful Favorable Review
Richard G.
User in Computer Games

Helpshift is very easy to use. We can access helpshift anywhere without having to install any additional software. We have access to the necessary information in order to assist our customers fast and efficiently. The interface is very simple which makes...

Most Helpful Critical Review
G2 User in Entertainment

The quality of the data cannot be relied upon and often changes. We need a simple view of how many tickets each agent answered and when (hourly), that cannot be manipulated if the ticket is re-opened, closed by another agent or changes statuses. Not enough...

Jira Service Desk
Most Helpful Favorable Review
TINCY G.
User in Information Technology and Services

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...

Most Helpful Critical Review
Anushree P.
User in Biotechnology

there is nothing to dislike about service desk

ServiceNow
Most Helpful Favorable Review
Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Most Helpful Critical Review
Jared H.
User in Government Administration

Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application

Screenshots

 
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Downloads

 No downloads providedNo downloads providedNo downloads provided
BMC Remedy
No downloads provided
Jira Service Desk
No downloads provided
ServiceNow
No downloads provided
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