»Integrations:
»BMC Helix
»Integrations:
»BMC Helix
HappySignals x BMC Helix
Turn BMC Helix performance into measurable outcomes
HappySignals is the IT Experience Management platform that turns ticket-driven feedback into decision-grade experience signals. It shows how people feel, why they feel that way, and where productivity is being lost—connected directly to the operational reality in your ITSM tool.
Easy to install from the BMC Marketplace
Deploy HappySignals for BMC Helix quickly via the BMC Marketplace. The certified integration connects directly to Helix, so you can start measuring outcomes with minimal setup. BMC Marketplace
Experience indicators
Pinpoint what’s driving low experience in your Helix workflows—wait times, handovers, reassignments, unclear communication, recurring issues, and slow resolution—and where it happens most.
CSAT is not enough
Traditional CSAT gives you a number. HappySignals connects feedback to the operational reality behind it — ticket categories, services, channels, reassignments, vendors, and resolution paths — so the root causes become visible.
How does HappySignals work
with BMC Helix?
Go beyond “incident CSAT” and see what actually broke
Helix metrics can look healthy while employees still struggle. HappySignals adds the missing context—linking feedback and lost time to the exact Helix drivers (service, channel, assignment group, ticket type, reassignment patterns). So you can stop debating opinions and start fixing root causes.
Validated surveys + external benchmarks
No survey design project, no home-grown questions no one trusts. You get a standardized method that produces comparable insights across teams, regions, and time—so Helix improvement work can be prioritized with confidence and explained in plain language to stakeholders.
Get consistently high response rates—without survey fatigue
If only a small minority answers, you can’t steer a service organization with it. HappySignals is designed for participation—so your Helix decisions are based on a representative view, not the loudest edge cases.
AI summarizes open feedback into themes you can use daily
Instead of spending hours reading comments, HappySignals turns qualitative feedback into clear themes and emerging issues—so Helix owners and managers can act faster, every day, not once a quarter.
Measure where productivity is lost (business impact, not just IT activity)
HappySignals quantifies lost time tied to Helix tickets and services, so you can prioritize work by impact—not volume—and prove what changes recovered time for employees.
Segment incident experience to find the real pain pockets
Incidents don’t affect everyone the same way. Break down experience by hybrid work (remote/onsite), role, preferences with AI, technical capability, and whether they are in a customer-facing role to identify where impact is highest—and prioritize the fixes that matter most.
Use Cases for BMC Helix ITSM
BMC Helix gives you the operational foundation to run ITSM at scale. HappySignals adds the outcome signal—so you can turn Helix data into targeted improvements across channels, workflows, automation, and team performance. Here are the most common ways Helix teams use HappySignals to prioritize what to fix next and prove impact.
Compare your Experiences against the Global IT Experience Benchmark
Seeing your CSAT trend is useful — but how do you know if it’s actually good?
The Global IT Experience Benchmark gives you an automatically updated reference point, so you can compare your CSAT and experience results against a trusted global baseline. See where you’re truly leading (or lagging) by service, region, and support journey — and focus improvements where they’ll reduce frustration and lost time the most.
Features
Leading IT teams drive their ITSM with experience data
Built for ITSM teams
For Service Delivery Managers
Move from reporting to governance: track outcomes, justify investment, and prove improvement.
For IT Service Owners
Connect Incident/Request/Problem/Change performance to real experience—then improve where it matters.
For Service Desk Manager
Tune channels, knowledge, and routing using outcome data—and share positive feedback that motivates teams.
Ready to move
beyond CSAT?
You can begin linking experience feedback to tickets, services, channels, and assignment groups with minimal setup—without a long integration project.
ITSM operations people love
Learn how HappySignals helps ITSM teams uncover where frustration builds up, why it happens, and how to fix what truly matters —creating happier, more productive end-users.
How HappySignals Works with BMC Helix: FAQs
HappySignals is available from the BMC Marketplace as an application. HappySignals connects experience responses to Helix records so you can analyze outcomes by ticket type, service, channel, team, and vendor. This makes it possible to link experience changes to operational drivers like handovers, reassignments, wait times, and recurring issues—without manual reporting.
Most teams use HappySignals with Helix to: optimize support channels, reduce handoff friction and ticket reassignments, identify automation/self-service opportunities, improve communication and knowledge, and track outcome improvement over time across regions and services.