Compare Bold360, Jira Service Desk, BMC Remedy, and Micro Focus Service Management Automation (SMAX)

Pricing

 
Starter
Request a Quote
Annual concurrent licenses
GET STARTED
$10
/month
 
Plus
Request a Quote
Annual concurrent licenses
FOR GROWING TEAMS
$20
/agent/month
 
Free Trial
Free Trial
Free Trial Unavailable
Free Trial Unavailable
Bold360
Starter
Request a QuoteAnnual concurrent licenses
Plus
Request a QuoteAnnual concurrent licenses
Free Trial
Jira Service Desk
GET STARTED
$10/month
FOR GROWING TEAMS
$20/agent/month
Free Trial
BMC Remedy
Free Trial Unavailable
Micro Focus Service Management Automation (SMAX)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
6.9
8.5
7.9
8.2
Ease of Use
Ease of Use
6.0
7.9
7.1
7.4
Ease of Setup
Ease of Setup
6.7
7.3
6.9
7.1
Ease of Admin
Ease of Admin
5.8
7.4
7.2
7.5
Quality of Support
Quality of Support
6.5
8.0
7.3
7.6
Ease of Doing Business With
Ease of Doing Business With
6.7
8.2
7.9
8.1
Product Direction (% positive)
Product Direction (% positive)
4.2
7.8
5.8
6.8
Meets Requirements
Bold360
6.9
Jira Service Desk
8.5
BMC Remedy
7.9
Micro Focus Service Management Automation (SMAX)
8.2
Ease of Use
Bold360
6.0
Jira Service Desk
7.9
BMC Remedy
7.1
Micro Focus Service Management Automation (SMAX)
7.4
Ease of Setup
Bold360
6.7
Jira Service Desk
7.3
BMC Remedy
6.9
Micro Focus Service Management Automation (SMAX)
7.1
Ease of Admin
Bold360
5.8
Jira Service Desk
7.4
BMC Remedy
7.2
Micro Focus Service Management Automation (SMAX)
7.5
Quality of Support
Bold360
6.5
Jira Service Desk
8.0
BMC Remedy
7.3
Micro Focus Service Management Automation (SMAX)
7.6
Ease of Doing Business With
Bold360
6.7
Jira Service Desk
8.2
BMC Remedy
7.9
Micro Focus Service Management Automation (SMAX)
8.1
Product Direction (% positive)
Bold360
4.2
Jira Service Desk
7.8
BMC Remedy
5.8
Micro Focus Service Management Automation (SMAX)
6.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
40.0%
16.4%
4.1%
9.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
46.7%
40.8%
21.9%
21.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
13.3%
42.8%
74.0%
69.2%
Bold360
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Jira Service Desk
Small-Business
16.4%
Mid-Market
40.8%
Enterprise
42.8%
BMC Remedy
Small-Business
4.1%
Mid-Market
21.9%
Enterprise
74.0%
Micro Focus Service Management Automation (SMAX)
Small-Business
9.6%
Mid-Market
21.2%
Enterprise
69.2%

Reviewers' Industry

 
Telecommunications
33.3%
Information Technology and Services
28.7%
Information Technology and Services
32.6%
Information Technology and Services
25.4%
 
Sporting Goods
11.1%
Computer Software
15.3%
Telecommunications
9.1%
Hospital & Health Care
10.2%
 
Insurance
11.1%
Internet
6.0%
Hospital & Health Care
6.2%
Insurance
8.5%
 
Accounting
11.1%
Telecommunications
4.2%
Higher Education
4.3%
Airlines/Aviation
8.5%
 
Retail
5.6%
Financial Services
4.2%
Computer Software
4.3%
Utilities
3.4%
 
Other
27.8%
Other
41.5%
Other
43.5%
Other
44.1%
Bold360
Telecommunications
33.3%
Sporting Goods
11.1%
Insurance
11.1%
Accounting
11.1%
Retail
5.6%
Other
27.8%
Jira Service Desk
Information Technology and Services
28.7%
Computer Software
15.3%
Internet
6.0%
Telecommunications
4.2%
Financial Services
4.2%
Other
41.5%
BMC Remedy
Information Technology and Services
32.6%
Telecommunications
9.1%
Hospital & Health Care
6.2%
Higher Education
4.3%
Computer Software
4.3%
Other
43.5%
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%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 Crowd User in Education Management

BoldChat, when compared to other chat services, is fantastic. BoldChat allows the user to see various bits of important information about the customer they are chatting with (region, name, personal info like phone # and email, and their initial question). ...

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...

Suzanne B.
User in Hospital & Health Care

This software can be configured to do just about anything and is used in many very successful companies.

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
Most Helpful Critical Review
Candace U.
Administrator in Insurance

Keeping you logged on when you've clicked out of it as well as hearing other chats

Michael E. G.
Administrator in Computer Software

... incredibly crippled. Tools like Zendesk are easier and more useable with JIRA than Service Desk is with JIRA. Other issues: * Limited agents—very costly above 3 * No team-wide visibility into tickets, so multiple ones get filed * Rules never...

G2 Crowd 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...

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...

 
Bold360
Most Helpful Favorable Review
G2 Crowd User in Education Management

BoldChat, when compared to other chat services, is fantastic. BoldChat allows the user to see various bits of important information about the customer they are chatting with (region, name, personal info like phone # and email, and their initial question). ...

Most Helpful Critical Review
Candace U.
Administrator in Insurance

Keeping you logged on when you've clicked out of it as well as hearing other chats

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
Michael E. G.
Administrator in Computer Software

... incredibly crippled. Tools like Zendesk are easier and more useable with JIRA than Service Desk is with JIRA. Other issues: * Limited agents—very costly above 3 * No team-wide visibility into tickets, so multiple ones get filed * Rules never...

BMC Remedy
Most Helpful Favorable Review
Suzanne B.
User in Hospital & Health Care

This software can be configured to do just about anything and is used in many very successful companies.

Most Helpful Critical Review
G2 Crowd 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...

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...

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Micro Focus Service Management Automation (SMAX)
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