# BMC Helix ITSM vs OTRS Comparison | | BMC Helix ITSM | OTRS | |---|---|---| | **Star Rating** | 3.7 out of 5 | 4.4 out of 5 | | **Total Reviews** | 293 | 38 | | **Largest Market Segment** | Enterprise (75.2% of reviews) | Enterprise (59.5% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### BMC Helix ITSM Pros: - Ease of Use (5 reviews) - Ticket Management (4 reviews) Cons: - Bugs (1 reviews) - Complexity (1 reviews) ### OTRS Pros: - Customizability (1 reviews) - Customization (1 reviews) Cons: - Ticketing Issues (2 reviews) - Access Control (1 reviews) --- ## Ratings Comparison | Rating | BMC Helix ITSM | OTRS | |---|---|---| | **Meets Requirements** | 8.0 (246 reviews) | 9.2 (33 reviews) | | **Ease of Use** | 7.1 (249 reviews) | 9.1 (33 reviews) | | **Ease of Setup** | 7.0 (88 reviews) | 7.9 (8 reviews) | | **Ease of Admin** | 7.2 (83 reviews) | 6.9 (7 reviews) | | **Quality of Support** | 7.4 (215 reviews) | 9.0 (28 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (77 reviews) | 6.7 (6 reviews) | | **Product Direction (% positive)** | 6.1 (245 reviews) | 7.1 (32 reviews) | --- ## Pricing ### BMC Helix ITSM #### Entry-Level Pricing No pricing available #### Free Trial No information available ### OTRS #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | N/A | N/A | | **OTRS** | 8.3/10 | 28 | #### Ticket and Case Management | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Ticket creation user experience** | Not enough data | 9.1 (27 reviews) ✓ Verified | | **Ticket response user experience** | Not enough data | 8.8 (27 reviews) ✓ Verified | | **Workflow** | Not enough data | 8.9 (25 reviews) ✓ Verified | | **Response Automation** | Not enough data | Feature Not Available | | **SLA Management** | Not enough data | 8.8 (23 reviews) ✓ Verified | | **Attachments/Screencasts** | Not enough data | 8.7 (25 reviews) | | **Ticket Collaboration** | Not enough data | 8.8 (27 reviews) ✓ Verified | | **Customer and Contacts Database** | Not enough data | 8.5 (18 reviews) ✓ Verified | #### Generative AI | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | #### Communication Channels | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Customer Portal** | Not enough data | 8.4 (19 reviews) ✓ Verified | | **Email to Case** | Not enough data | 8.4 (22 reviews) ✓ Verified | | **Chat/Live Support** | Not enough data | 7.5 (16 reviews) ✓ Verified | | **Social Integration** | Not enough data | Feature Not Available | | **Voice** | Not enough data | 7.8 (15 reviews) ✓ Verified | #### Platform | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Mobile User Support** | Not enough data | Feature Not Available | | **Customization ** | Not enough data | 6.7 (8 reviews) ✓ Verified | | **User, Role, and Access Management** | Not enough data | 7.5 (8 reviews) ✓ Verified | | **Integration** | Not enough data | 8.7 (5 reviews) ✓ Verified | | **Reporting** | Not enough data | 8.3 (21 reviews) ✓ Verified | | **Dashboards** | Not enough data | 8.6 (23 reviews) ✓ Verified | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | 8.7/10 | 28 | | **OTRS** | 9.0/10 | 23 | #### Administration | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Change Management** | 8.8 (17 reviews) ✓ Verified | 9.3 (21 reviews) ✓ Verified | | **Asset Management** | 8.7 (18 reviews) ✓ Verified | 9.1 (19 reviews) ✓ Verified | | **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | 9.3 (20 reviews) ✓ Verified | #### Service Desk | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Help Desk** | 9.0 (21 reviews) ✓ Verified | 9.3 (20 reviews) ✓ Verified | | **Incident Reports** | 9.2 (20 reviews) ✓ Verified | 9.0 (21 reviews) ✓ Verified | | **Process Workflow** | 9.0 (17 reviews) ✓ Verified | 9.1 (20 reviews) ✓ Verified | #### Management | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Reporting** | 9.5 (10 reviews) ✓ Verified | 8.5 (13 reviews) ✓ Verified | | **Administration Console** | 7.6 (9 reviews) ✓ Verified | 8.7 (13 reviews) ✓ Verified | | **Access Management** | 8.5 (10 reviews) ✓ Verified | 9.0 (12 reviews) ✓ Verified | | **Asset Management** | 8.7 (9 reviews) ✓ Verified | 8.8 (12 reviews) ✓ Verified | | **Policy Dictation** | 7.6 (11 reviews) ✓ Verified | 9.3 (10 reviews) | #### Functionality | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Ticketing System** | 9.5 (11 reviews) ✓ Verified | 9.2 (14 reviews) ✓ Verified | | **Performance Logging** | 8.3 (9 reviews) ✓ Verified | 8.1 (14 reviews) | | **Alerting** | 9.0 (10 reviews) ✓ Verified | 8.8 (14 reviews) ✓ Verified | | **Automation** | 8.5 (10 reviews) ✓ Verified | 9.4 (11 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | 7.8/10 | 115 | | **OTRS** | N/A | N/A | #### Incident Management | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Automate Ticket Routing** | Feature Not Available | Not enough data | | **Ticket Prioritization** | 8.6 (105 reviews) | Not enough data | | **Ticket Notifications** | 8.3 (106 reviews) | Not enough data | | **Knowledge Base** | 7.8 (86 reviews) | Not enough data | | **Knowledge Base/Ticket Integration** | 7.8 (88 reviews) | Not enough data | #### Reporting | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Dashboards** | 7.8 (93 reviews) | Not enough data | | **Time Tracking** | 7.9 (89 reviews) | Not enough data | | **Surveys** | Feature Not Available | Not enough data | #### Access & Usability | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Mobile** | 6.6 (55 reviews) | Not enough data | | **Self Service** | 7.8 (85 reviews) | Not enough data | | **Active Directory** | 7.9 (77 reviews) | Not enough data | | **Multi-Channel Access** | 7.7 (62 reviews) | Not enough data | #### Agentic AI - Service Desk | Feature | BMC Helix ITSM | OTRS | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Unique to BMC Helix ITSM (1):** [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to OTRS (1):** [Help Desk Software](https://www.g2.com/categories/help-desk) --- ## Reviewer Demographics ### By Company Size | Segment | BMC Helix ITSM | OTRS | |---|---|---| | **Small-Business** | 4.4% | 8.1% | | **Mid-Market** | 20.4% | 32.4% | | **Enterprise** | 75.2% | 59.5% | ### By Industry #### BMC Helix ITSM - **Information Technology and Services:** 33.9% - **Telecommunications:** 8.8% - **Hospital & Health Care:** 6.9% - **Computer Software:** 6.2% - **Higher Education:** 3.6% - **Government Administration:** 2.9% - **Education Management:** 2.2% - **Banking:** 2.2% - **Retail:** 2.2% - **Insurance:** 2.2% - **Other:** 28.8% #### OTRS - **Pharmaceuticals:** 29.7% - **Information Technology and Services:** 10.8% - **Higher Education:** 8.1% - **Outsourcing/Offshoring:** 5.4% - **Computer Software:** 5.4% - **Internet:** 5.4% - **Government Administration:** 5.4% - **Automotive:** 2.7% - **Computer & Network Security:** 2.7% - **Computer Hardware:** 2.7% - **Other:** 21.6% --- ## Alternatives ### Alternatives to BMC Helix ITSM - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1334 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (746 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (248 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 3.9/5 stars (213 reviews) - [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) — 3.9/5 stars (98 reviews) - [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews) - [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) — 4.2/5 stars (20 reviews) ### Alternatives to OTRS - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6880 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3741 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (248 reviews) - [osTicket](https://www.g2.com/products/osticket/reviews) — 4.4/5 stars (44 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1334 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7579 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (746 reviews) - [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews) --- ## Top Discussions ### BMC Helix ITSM No discussions available for this product. ### OTRS No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-otrs)