Compare BMC Helix ITSM and OTRS 
Featured Products
At a Glance
Market Segments
Enterprise (74.7% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
BMC Helix ITSM
Star Rating
(291)3.7 out of 5
Market Segments
Enterprise (74.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMOTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSBMC Helix ITSM vs OTRS
When assessing the two solutions, reviewers found OTRS easier to use and set up. However, BMC Helix ITSM is easier to administer. Reviewers also preferred doing business with BMC Helix ITSM overall.
- Reviewers felt that OTRS meets the needs of their business better than BMC Helix ITSM.
- When comparing quality of ongoing product support, reviewers felt that OTRS is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of OTRS over BMC Helix ITSM.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableOTRS
No pricing availableFree Trial
BMC Helix ITSM
No trial information availableOTRS
No trial information availableRatings
Meets Requirements
8.0
245
9.2
33
Ease of Use
7.2
248
9.1
33
Ease of Setup
7.0
87
7.9
8
Ease of Admin
7.2
83
6.9
7
Quality of Support
7.5
213
9.0
28
Has the product been a good partner in doing business?
7.9
77
6.7
6
Product Direction (% positive)
6.1
244
7.1
32
Features by Category
Ticket and Case Management
Not enough data
9.1
27
|
Verified
Not enough data
8.8
27
|
Verified
Not enough data
8.9
25
|
Verified
Not enough data
Feature Not Available
Not enough data
8.8
23
|
Verified
Not enough data
8.7
25
Not enough data
8.8
27
|
Verified
Not enough data
8.5
18
|
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
8.4
19
|
Verified
Not enough data
8.4
22
|
Verified
Not enough data
7.5
16
|
Verified
Not enough data
Feature Not Available
Not enough data
7.8
15
|
Verified
Platform
Not enough data
Feature Not Available
Not enough data
6.7
8
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.7
5
|
Verified
Not enough data
8.3
21
|
Verified
Not enough data
8.6
23
|
Verified
Administration
8.8
16
|
Verified
9.3
21
|
Verified
8.6
17
|
Verified
9.1
19
|
Verified
9.3
16
|
Verified
9.3
20
|
Verified
Service Desk
9.1
20
|
Verified
9.3
20
|
Verified
9.2
19
|
Verified
9.0
21
|
Verified
9.1
18
|
Verified
9.1
20
|
Verified
Management
9.4
9
|
Verified
8.5
13
|
Verified
7.7
8
|
Verified
8.7
13
|
Verified
8.3
9
|
Verified
9.0
12
|
Verified
8.7
9
|
Verified
8.8
12
|
Verified
7.6
9
|
Verified
9.3
10
Functionality
9.5
10
|
Verified
9.2
14
|
Verified
8.3
9
|
Verified
8.1
14
9.1
9
|
Verified
8.8
14
|
Verified
8.8
10
|
Verified
9.4
11
|
Verified
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
Not enough data
8.6
104
Not enough data
8.3
105
Not enough data
7.9
86
Not enough data
7.9
88
Not enough data
Reporting
7.9
91
Not enough data
7.9
87
Not enough data
Feature Not Available
Not enough data
Access & Usability
6.6
55
Not enough data
7.8
85
Not enough data
7.9
77
Not enough data
7.7
62
Not enough data
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 OTRS are categorized as IT Service Management (ITSM) Tools
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
OTRS
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
33.7%
Telecommunications
8.8%
Computer Software
6.6%
Hospital & Health Care
6.6%
Higher Education
3.7%
Other
40.7%
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Computer Software
5.4%
Other
40.5%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
OTRS has no discussions with answers
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