BMC Helix vs Deskpro
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
BMC Helix offers fewer features (46 vs 110) and more integrations (30 vs 10). Starting price: BMC Helix at $45/mo vs Deskpro at $39/mo. BMC Helix has 46 unique features while Deskpro has 110 unique features, with 0 features in common.
| BMC Helix | Deskpro | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 46 | 110 |
| AI-Powered Features | 18 | 16 |
| Starting Price | $45/mo | $39/mo |
| Pricing Tiers | 3 | 3 |
| Integrations | 30 | 10 |
| Shared Features | 0 | |
| Shared Integrations | 3 | |
| Data Quality | 73% | 95% |
Feature Comparison by Category
AI (0 vs 16)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| AI Agent Assist (Co-pilot) | ||
| AI Chatbot | ||
| AI Data Sources | ||
| AI Draft Responses | ||
| AI Guardrails | ||
| AI Intent Detection | ||
| AI Sentiment Analysis | ||
| AI Spelling & Grammar Check | ||
| AI Ticket Summaries | ||
| AI Ticket Translation | ||
| AI Tone Enhancement | ||
| AI-Powered Workflow Automations | ||
| AWS PrivateLink Integration | ||
| Custom AI Model Integration | ||
| Deskpro AI |
AI & Automation (4 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| AI-Powered Virtual Agent | ||
| Intelligent Automation | ||
| Predictive Incident Prevention | ||
| Smart Assignment |
Administration (0 vs 3)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Multiple Brand Support | ||
| Shared Agents/Multi-Account | ||
| Workspaces |
Analytics (3 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Performance Analytics | ||
| Reporting and Dashboards | ||
| Survey and Feedback |
Automation (3 vs 11)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Auto Responses | ||
| Bot Flows | ||
| Escalations | ||
| Follow Ups | ||
| Macros | ||
| Mass Actions | ||
| Round Robin | ||
| Self-Healing IT | ||
| Snippets | ||
| Template Management | ||
| Triggers & Categorization | ||
| Work Shifts | ||
| Workflow Automation | ||
| Workflows and Automation |
Channels (0 vs 9)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Dynamic Forms | ||
| Email Ticketing | ||
| Live Chat | ||
| Microsoft Teams Integration | ||
| SMS Support | ||
| Slack Integration | ||
| Social Media Support (Facebook & Instagram) | ||
| Voice (Call Center) | ||
| WhatsApp Support |
Communication (2 vs 2)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Collaboration Tools | ||
| Notification Engine | ||
| Shared Inbox | ||
| Unified Inbox |
Compliance (0 vs 7)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| CSA Star Certification | ||
| Cyber Essentials Plus | ||
| DPA (Data Processing Agreement) | ||
| GDPR Compliance | ||
| HIPAA-Compliant Hosting | ||
| ISO 27001 Compliance | ||
| SOC 2 Compliance |
Customization (0 vs 4)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Brand and Customization | ||
| Custom Templates | ||
| Theme Customization | ||
| White Labeling |
Deployment (0 vs 4)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Deskpro Private | ||
| On-Premise Deployment | ||
| Private Cloud Deployment | ||
| Sovereign Cloud Deployment |
Finance (2 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Cloud Cost Management | ||
| Financial Management |
Implementation (1 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Data Migration Tools |
Infrastructure (0 vs 3)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Data Center Choice | ||
| Multi-regional Access | ||
| Uptime SLA |
Integration (2 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| API Management | ||
| Custom Integrations |
Integrations (0 vs 6)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Apps & Integrations | ||
| Apps Marketplace | ||
| Build Custom Apps | ||
| CRM Sync | ||
| Full REST API | ||
| Zapier Integration |
Mobile (0 vs 1)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Mobile Apps |
Monitoring (4 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Anomaly Detection | ||
| Digital Experience Monitoring | ||
| Event Management | ||
| Intelligent Alert Management |
Operations (6 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Asset Management | ||
| Availability Management | ||
| Capacity Management | ||
| Configuration Management Database | ||
| Discovery and Mapping | ||
| Release Management |
Platform (5 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Advanced Search | ||
| Bulk Operations | ||
| Customization Framework | ||
| Mobile Application | ||
| Multi-Tenancy |
Procurement (2 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Contract Management | ||
| Supplier Management |
Reporting (0 vs 8)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| 150+ Built In Reports | ||
| Analytics | ||
| Custom Dashboards | ||
| Custom Reports | ||
| Customer Satisfaction Surveys | ||
| Data Export | ||
| Report Sharing | ||
| Reporting Permissions |
Security (4 vs 6)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Agent Two Factor Authentication | ||
| Audit Trails | ||
| Built-in Security and Compliance | ||
| Compliance Management | ||
| Full Data Encryption | ||
| Role-Based Access Control | ||
| SSO (Single Sign-On) | ||
| Security Reviews | ||
| Single Sign-On | ||
| User Two Factor Authentication |
Self-Service (0 vs 11)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Community | ||
| Content Permissions | ||
| Content Publishing & Review Scheduling | ||
| Dynamic Forms | ||
| Feedback & Ratings | ||
| Files | ||
| Guides | ||
| Help Center | ||
| Knowledge Base | ||
| Multi-Brand Help Centers | ||
| News |
Service Management (8 vs 0)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Change Management | ||
| Demand Management | ||
| Incident Management | ||
| Knowledge Management | ||
| Problem Management | ||
| Request Management | ||
| Service Catalog | ||
| Service Level Management |
Support (0 vs 6)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Custom Contracts | ||
| Custom Feature Development | ||
| Dedicated Customer Success Manager | ||
| Implementation Services | ||
| Quarterly Health Checks | ||
| Sandbox Environment |
Team Management (0 vs 1)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| Lite Agents |
Ticketing (0 vs 12)
| Feature | BMC Helix | Deskpro |
|---|---|---|
| @mentions | ||
| Agent Notes | ||
| Custom Fields | ||
| Labels | ||
| Omnichannel Ticketing | ||
| Stars | ||
| Ticket Followers | ||
| Ticket Permissions | ||
| Ticket Queues | ||
| Ticket SLAs | ||
| Ticket Translation | ||
| Ticket Urgency |
Unique Features
Only in BMC Helix (46)
AI-Powered Virtual Agent
Intelligent Automation
Predictive Incident Prevention
Smart Assignment
Performance Analytics
Reporting and Dashboards
Survey and Feedback
Self-Healing IT
Template Management
Workflow Automation
Collaboration Tools
Notification Engine
Cloud Cost Management
Financial Management
Data Migration Tools
API Management
Custom Integrations
Anomaly Detection
Digital Experience Monitoring
Event Management
+ 26 more unique features
Only in Deskpro (110)
Multiple Brand Support
Shared Agents/Multi-Account
Workspaces
AI Agent Assist (Co-pilot)
AI Chatbot
AI Data Sources
AI Draft Responses
AI Guardrails
AI Intent Detection
AI Sentiment Analysis
AI Spelling & Grammar Check
AI Ticket Summaries
AI Ticket Translation
AI Tone Enhancement
AI-Powered Workflow Automations
AWS PrivateLink Integration
Custom AI Model Integration
Deskpro AI
Private AI
Auto Responses
+ 90 more unique features
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