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Compare LiveHelpNow, Jira Service Desk, Micro Focus Service Management Automation (SMAX), and BMC Remedy

Pricing

 
Live chat and SMS
$18.90
per month
GET STARTED
$10
/month
 
Call management
$9
per month
FOR GROWING TEAMS
$20
/agent/month
 
Knowledge base management
$18.90
per month
 
Support Ticket Sofware
$18.90
per month
 
Free Trial
Free Trial
Free Trial Unavailable
Free Trial Unavailable
LiveHelpNow
Live chat and SMS
$18.90per month
Call management
$9per month
Knowledge base management
$18.90per month
Support Ticket Sofware
$18.90per month
Free Trial
Jira Service Desk
GET STARTED
$10/month
FOR GROWING TEAMS
$20/agent/month
Free Trial
Micro Focus Service Management Automation (SMAX)
Free Trial Unavailable
BMC Remedy
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.7
8.5
8.2
8.0
Ease of Use
Ease of Use
8.7
7.8
7.4
7.1
Ease of Setup
Ease of Setup
8.4
7.3
7.1
6.9
Ease of Admin
Ease of Admin
8.4
7.4
7.5
7.2
Quality of Support
Quality of Support
8.6
8.0
7.6
7.4
Ease of Doing Business With
Ease of Doing Business With
8.9
8.2
8.1
7.9
Product Direction (% positive)
Product Direction (% positive)
7.8
7.9
6.8
5.9
Meets Requirements
LiveHelpNow
8.7
Jira Service Desk
8.5
Micro Focus Service Management Automation (SMAX)
8.2
BMC Remedy
8.0
Ease of Use
LiveHelpNow
8.7
Jira Service Desk
7.8
Micro Focus Service Management Automation (SMAX)
7.4
BMC Remedy
7.1
Ease of Setup
LiveHelpNow
8.4
Jira Service Desk
7.3
Micro Focus Service Management Automation (SMAX)
7.1
BMC Remedy
6.9
Ease of Admin
LiveHelpNow
8.4
Jira Service Desk
7.4
Micro Focus Service Management Automation (SMAX)
7.5
BMC Remedy
7.2
Quality of Support
LiveHelpNow
8.6
Jira Service Desk
8.0
Micro Focus Service Management Automation (SMAX)
7.6
BMC Remedy
7.4
Ease of Doing Business With
LiveHelpNow
8.9
Jira Service Desk
8.2
Micro Focus Service Management Automation (SMAX)
8.1
BMC Remedy
7.9
Product Direction (% positive)
LiveHelpNow
7.8
Jira Service Desk
7.9
Micro Focus Service Management Automation (SMAX)
6.8
BMC Remedy
5.9

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
48.7%
16.1%
9.6%
4.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.0%
40.3%
21.2%
21.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
18.3%
43.6%
69.2%
74.2%
LiveHelpNow
Small-Business
48.7%
Mid-Market
33.0%
Enterprise
18.3%
Jira Service Desk
Small-Business
16.1%
Mid-Market
40.3%
Enterprise
43.6%
Micro Focus Service Management Automation (SMAX)
Small-Business
9.6%
Mid-Market
21.2%
Enterprise
69.2%
BMC Remedy
Small-Business
4.1%
Mid-Market
21.7%
Enterprise
74.2%

Reviewers' Industry

 
Information Technology and Services
7.6%
Information Technology and Services
28.5%
Information Technology and Services
25.4%
Information Technology and Services
32.4%
 
Retail
5.6%
Computer Software
15.1%
Hospital & Health Care
10.2%
Telecommunications
9.0%
 
Consumer Goods
4.9%
Internet
6.1%
Insurance
8.5%
Hospital & Health Care
6.1%
 
Insurance
4.2%
Telecommunications
4.3%
Airlines/Aviation
8.5%
Higher Education
4.3%
 
Business Supplies and Equipment
4.2%
Financial Services
4.3%
Utilities
3.4%
Computer Software
4.3%
 
Other
73.6%
Other
41.7%
Other
44.1%
Other
43.9%
LiveHelpNow
Information Technology and Services
7.6%
Retail
5.6%
Consumer Goods
4.9%
Insurance
4.2%
Business Supplies and Equipment
4.2%
Other
73.6%
Jira Service Desk
Information Technology and Services
28.5%
Computer Software
15.1%
Internet
6.1%
Telecommunications
4.3%
Financial Services
4.3%
Other
41.7%
Micro Focus Service Management Automation (SMAX)
Information Technology and Services
25.4%
Hospital & Health Care
10.2%
Insurance
8.5%
Airlines/Aviation
8.5%
Utilities
3.4%
Other
44.1%
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%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User

How quick and effective the whole service is, I really like it

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...

Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Michael D.
User in Industrial Automation

We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to"...

Most Helpful Critical Review
Most Helpful Critical Review
Aimee H.
Administrator

sometimes notifications don't sound, the ratings seem weird.

G2 User in Internet

Where do I start that the thing is super complicated to use that everything is a locked down setting. It's not intuitive at all. I understand this tool is for software developers but other people in the org need to use it as well. Also some things you...

Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

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...

 
LiveHelpNow
Most Helpful Favorable Review
G2 User

How quick and effective the whole service is, I really like it

Most Helpful Critical Review
Aimee H.
Administrator

sometimes notifications don't sound, the ratings seem weird.

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
G2 User in Internet

Where do I start that the thing is super complicated to use that everything is a locked down setting. It's not intuitive at all. I understand this tool is for software developers but other people in the org need to use it as well. Also some things you...

Micro Focus Service Management Automation (SMAX)
Most Helpful Favorable Review
Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

BMC Remedy
Most Helpful Favorable Review
Michael D.
User in Industrial Automation

We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to"...

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...

Screenshots

 
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Micro Focus Service Management Automation (SMAX)
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