Link copied to clipboard # BMC Helix ITSM vs Freshservice Comparison - What are their main differences? Share [ Export ](/compare/bmc-software-bmc-helix-itsm/freshservice/export.csv) BMC Helix ITSMFreshservice[+ Add Product](#) Pricing **BMC Helix ITSM** No pricing available **Freshservice** Free Trial **$19.00** · STARTER **Pricing Insights** from reviews Time to Implement **BMC Helix ITSM** 5 months Based on 10 responses **Freshservice** 2 monthsFaster Based on 153 responses Return on Investment **BMC Helix ITSM** 25 months Based on 7 responses **Freshservice** 15 months10 months sooner Based on 116 responses Perceived Cost **BMC Helix ITSM** $$$$$ **Freshservice** $$$$$ Average Discount **BMC Helix ITSM** 19%8% more **Freshservice** 11% ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM") ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") G2 offers free advice on this comparison. Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **BMC Helix ITSM** [ Ease of Use (5) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2094759&qs=pros-and-cons#reviews)[ Ticket Management (4) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=1341017&qs=pros-and-cons#reviews)[ Bugs (1) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499007&qs=pros-and-cons#reviews)[ Complexity (1) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499008&qs=pros-and-cons#reviews) **Freshservice** [ Ease of Use (158) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833122&qs=pros-and-cons#reviews)[ Features (89) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1835413&qs=pros-and-cons#reviews)[ Missing Features (54) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833407&qs=pros-and-cons#reviews)[ Limited Features (42) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1836131&qs=pros-and-cons#reviews) Integrations **BMC Helix ITSM** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image") ActiveDirectory Domain... ](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_793034d14bb0f3fa12d97cf3cc0032c4/jira.jpg "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews)[ View all ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/integrations) **Freshservice** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_d186f1cfbf1f82bc872c76769abffa7e/e714dee4-7023-45dc-b0fe-737784315b5f.png "Product Avatar Image") Adobe Acrobat Sign API ](https://www.g2.com/products/adobe-acrobat-sign-api/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_de7b0518c01aad23330b32c4acb323dd/adp-workforce-now.jpg "Product Avatar Image") Workforce Now ](https://www.g2.com/products/adp-workforce-now/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/amazon-redshift.jpg "Product Avatar Image") Amazon Redshift ](https://www.g2.com/products/amazon-redshift/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/aws-lambda.jpg "Product Avatar Image") AWS Lambda ](https://www.g2.com/products/aws-lambda/reviews)[ View all ](https://www.g2.com/products/freshservice/integrations) Screenshots **BMC Helix ITSM** No screenshot available **Freshservice** ![Freshservice screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1835155/Gemini-Generated-Image-tkvdd0tkvdd0tkvd.png) **Ratings** from reviews Meets Requirements **BMC Helix ITSM** **8.0** /10 Based on 252 responses **Freshservice** **8.9** /10 Based on 1,225 responses Ease of Use **BMC Helix ITSM** **7.2** /10 Based on 255 responses **Freshservice** **9.2** /10 Based on 1,231 responses Ease of Setup **BMC Helix ITSM** **7.1** /10 Based on 95 responses **Freshservice** **8.8** /10 Based on 1,017 responses Ease of Admin **BMC Helix ITSM** **7.2** /10 Based on 84 responses **Freshservice** **9.0** /10 Based on 988 responses Quality of Support **BMC Helix ITSM** **7.5** /10 Based on 221 responses **Freshservice** **9.0** /10 Based on 1,183 responses Has the product been a good partner in doing business? **BMC Helix ITSM** **7.9** /10 Based on 78 responses **Freshservice** **9.0** /10 Based on 963 responses Product Direction (% positive) **BMC Helix ITSM** **6.1** /10 Based on 251 responses **Freshservice** **9.4** /10 Based on 1,203 responses **Features** ratings from reviews IT Service Management (ITSM) Tools **8.7** /10 Based on 35 responses **8.6** /10 Based on 488 responses Service Desk **7.8** /10 Based on 115 responses **7.8** /10 Based on 849 responses Customer Self-Service Not enough data **8.0** /10 Based on 154 responses Sign up or Log in to uncover more feature rated insights from real users to improve your shopping experience. Uncover for Free IT Alerting Not enough data **7.7** /10 Based on 70 responses Incident Management Not enough data **8.2** /10 Based on 370 responses Help Desk Not enough data **8.9** /10 Based on 26 responses Enterprise IT Management Not enough data **8.2** /10 Based on 364 responses User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 5.0% Mid-Market(51-1000 emp.) 20.9% Enterprise(\> 1000 emp.) 74.1% Small-Business(50 or fewer emp.) 5.0% Mid-Market(51-1000 emp.) 20.9% Enterprise(\> 1000 emp.) 74.1% Small-Business(50 or fewer emp.) 17.5% Mid-Market(51-1000 emp.) 60.8% Enterprise(\> 1000 emp.) 21.7% Small-Business(50 or fewer emp.) 17.5% Mid-Market(51-1000 emp.) 60.8% Enterprise(\> 1000 emp.) 21.7% **Reviewers' Industry** [![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) BMC Helix ITSM Information Technology and Services 34.6% Telecommunications 8.6% Hospital & Health Care 6.8% Computer Software 6.1% Higher Education 3.6% Other 40.4% [![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")](https://www.g2.com/products/freshservice/reviews) Freshservice Information Technology and Services 20.0% Computer Software 5.3% Construction 4.3% Hospital & Health Care 3.6% Education Management 3.4% Other 63.4% Alternatives **BMC Helix ITSM Alternatives** ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) ![Ivanti ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/acee115d49f59f727a26dd6169ca64be/ivanti-ivanti-itsm.svg "Ivanti ITSM") [ Ivanti ITSM ](/products/ivanti-ivanti-itsm/reviews) **Freshservice Alternatives** ![Atera IT Management](https://images.g2crowd.com/uploads/product/hd_favicon/b0d43ac9ef8eabd2a36c4a9b8ed74ccb/atera-it-management.svg "Atera IT Management") [ Atera ](/products/atera-it-management/reviews) ![NinjaOne](https://images.g2crowd.com/uploads/product/hd_favicon/e10c660fadbf952719b697ec98bbed05/ninjaone.svg "NinjaOne") [ NinjaOne ](/products/ninjaone/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![Autotask](https://images.g2crowd.com/uploads/product/hd_favicon/9559fdffaf71b8ac31b2e3c064ed8ed7/autotask.svg "Autotask") [ Autotask ](/products/autotask/reviews) ## BMC Helix ITSM vs Freshservice FAQs Generated using AI Last updated: August 14, 2026 ### What is the difference between BMC Helix ITSM vs Freshservice? Freshservice stands out from BMC Helix ITSM with a higher G2 rating, stronger ease of use, and a larger review base, while BMC Helix ITSM is more established in the enterprise segment. | | [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | [Freshservice](https://www.g2.com/products/freshservice/reviews) | | --- | --- | --- | | G2 Rating (reviews) | 3.7/5 (297 reviews) | 4.6/5 (1351 reviews) | | Largest Segment | Enterprise | Mid-Market | | Ease of Setup score | 7.0 | 8.8 | | Quality of Support score | 7.5 | 9.0 | | Top Reviewer-Cited Strength | Ease of Use (5 all-time mentions) | Ease of Use (158 all-time mentions) | ### How do the pricing models of BMC Helix ITSM and Freshservice compare? Freshservice is considered the stronger value by reviewers, with higher satisfaction on price and cost-related dimensions. - **BMC Helix ITSM:** Reviewers note that it is expensive compared to other ITSM tools, and some mention increased costs with additional customization or licensing. - **Freshservice:** In recent reviews, many highlight its competitive pricing and strong value, especially for the features provided, though some mention that costs can rise with premium add-ons or as organizations scale. ### What are the best alternatives to BMC Helix ITSM and Freshservice? The top 3 alternatives to BMC Helix ITSM and Freshservice are Jira Service Management, ServiceNow IT Service Management, and Vivantio. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | 3.7/5 (297 reviews) | Enterprise | Expensive compared to other ITSM tools | Ease of Use (5 all-time mentions) | | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | Competitive pricing, strong value | Ease of Use (158 all-time mentions) | | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | Integration with Jira and Atlassian ecosystem | | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | — | Enterprise-grade customization and scalability | | [Vivantio](https://www.g2.com/products/vivantio/reviews) | 4.3/5 (295 reviews) | Mid-Market | — | Flexible configuration and customer support | ### Which IT Service Management (ITSM) Tools features should I prioritize when comparing BMC Helix ITSM and Freshservice? Buyers should prioritize ease of use, automation, integrations, customization, and reporting when comparing BMC Helix ITSM and Freshservice. - **Ease of Use:** BMC Helix ITSM: 7.1; Freshservice: 9.2; 158 all-time mentions for Freshservice, 5 for BMC Helix ITSM. - **Automation:** Freshservice: 75 all-time mentions; BMC Helix ITSM: frequently cited in recent reviews for mature automation and workflow capabilities. - **Integrations:** Freshservice: 54 all-time mentions; BMC Helix ITSM: cited for integration with BMC Helix products and monitoring tools. - **Customization:** Freshservice: 42 all-time mentions; BMC Helix ITSM: cited for flexibility and customization, though often requiring additional services or licensing. - **Reporting:** Freshservice: frequently mentioned for intuitive dashboards and reporting; BMC Helix ITSM: cited for detailed analytics and SLA tracking. ### What are the pros and cons of BMC Helix ITSM vs Freshservice? Freshservice’s headline strength is ease of use and automation, while BMC Helix ITSM’s is enterprise-grade flexibility and process coverage. - **BMC Helix ITSM strengths:** Enterprise-grade flexibility and customization; mature automation and workflow capabilities; strong ticket management and reporting; integrates with BMC Helix ecosystem. - **BMC Helix ITSM trade-offs:** Complexity in setup and customization; dated user interface; higher cost compared to competitors; integration issues cited in recent reviews. - **Freshservice strengths:** Ease of use (158 all-time mentions); automation (75 all-time mentions); modern, intuitive UI; strong integrations (54 all-time mentions); asset management; rapid onboarding and setup; high customer satisfaction (34 all-time mentions). - **Freshservice trade-offs:** Limited customization (33 all-time mentions); learning curve for advanced features (36 all-time mentions); reporting and analytics can be restrictive for complex needs; costs can rise with premium features or scaling. ### Is BMC Helix ITSM or Freshservice better for small businesses? Freshservice is the better fit for small businesses, with a mid-market and small-business focus and strong reviewer sentiment on ease of use and rapid onboarding. - **BMC Helix ITSM:** Largest segment is enterprise; reviewers note it can be overkill for SMBs and cite complexity and higher cost as barriers for smaller organizations. - **Freshservice:** Largest segment is mid-market; reviewers consistently highlight its ease of setup, intuitive interface, and suitability for smaller teams and organizations. ### Which IT Service Management (ITSM) Tools platform has better integrations? Freshservice is favored by reviewers for integrations, with more than 54 all-time mentions and frequent praise for ease of connecting with third-party tools. - **BMC Helix ITSM:** Reviewers mention integrations with BMC Helix products and monitoring tools, but integration issues are cited in recent reviews. - **Freshservice:** Integrations with Freshdesk (36 all-time mentions), Slack (24 all-time mentions), and Jira (17 all-time mentions) are frequently highlighted, with reviewers praising the breadth and ease of integration. ### How do BMC Helix ITSM and Freshservice compare on customer support? Freshservice outperforms BMC Helix ITSM on Quality of Support by a material margin, with a 1.5-point higher score (9.0 vs 7.5). - **BMC Helix ITSM:** Reviewers describe support as responsive and knowledgeable but note variability and slower resolution for complex issues. - **Freshservice:** Reviewers consistently praise support for being responsive, helpful, and proactive, with many citing excellent onboarding and ongoing assistance. ### Which is easier to implement, BMC Helix ITSM or Freshservice? Freshservice is easier to implement than BMC Helix ITSM, with a 1.8-point higher Ease of Setup score (8.8 vs 7.0). - **BMC Helix ITSM:** Reviewers frequently cite complexity in initial setup and customization, often requiring external guidance or consulting services. - **Freshservice:** Reviewers highlight rapid onboarding, intuitive configuration, and minimal training requirements, with many reporting full implementation in days to weeks. ### Which product has better Automation? Freshservice is the stronger performer on Automation, with more reviewer-cited automation features and higher satisfaction scores. - **BMC Helix ITSM:** Automation is cited as a mature capability in recent reviews, with strong workflow automation and process coverage, but lacks a high all-time mention count. - **Freshservice:** Automation has 75 all-time mentions, with reviewers praising workflow automation, AI-driven ticket routing, and time-saving features; automation is a core differentiator in recent reviews.