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HaloITSM Reviews & Product Details

HaloITSM Product Details

HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. With over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. Five Key Differentiators: 1. Software tailored to the user's business (Customizable) 2. Value (All-Inclusive Service Desk Solution) 3. Suitable for organisations of all sizes and from any industry 4. Customer centric 5. Seamless migration process

Seller

Halo Service Solutions

Discussions

HaloITSM Community

Product Description

HaloITSM is an ITSM service desk software solution, designed specifically for IT service management. HaloITSM gives you the power to manage all IT support with powerful ITIL aligned out-of-the-box functionality. You can streamline and report on specific processes such as change and problem management. Tailored to your exact requirements, you can align IT to the business needs in an all-inclusive, unlimited IT Service Desk solution.

Overview by

Finlay Brown

Pricing

Pricing provided by HaloITSM.

All-inclusive ITSM software

Starting at $49.00

Per Month

View More Pricing Information

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HaloITSM Media

Build your knowledge base by turning solutions into articles, or create dedicated content with detailed keyword indexing, rich formatting and file attachments. Increase productivity and make information easily accessible with the ability to share knowledge and canned responses.

Gain freedom with a fully customisable, white label portal to create an extension of your brand. End users can access their requests, raise tickets and find solutions from knowledge base articles. Control the information they see and actions they can do depending on the user.

Track your assets and visualise dependencies between configuration items. Identify and log incidents and problems against assets and identify systemic failings prior to causing major incidents.

Track, plan, and execute organisational changes of any scale with HaloITSM’s outstanding change management capability. Ensure deadlines are met and practices remain standardised throughout your entire company.

Let your employees identify and acquire the exact services they need from the portal. Automate and simplify the request fulfilment process, and eliminate errors.

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SH

Sayad H.

Head of IT Infrastructure

Mid-Market (51-1000 emp.)

6/11/2024

"A User-Friendly Powerhouse"

5/5

What do you like best about HaloITSM?

HaloITSM manages to be both powerful and incredibly easy to use. It's a fantastic combination, especially compared to clunky ITSM tools of the past. Both technicians and end-users can navigate it with ease, saving everyone time and frustration.

The extensive customization options are what truly make HaloITSM shine. We were able to tailor it perfectly to our existing workflows, eliminating the need to adapt to a rigid system. This flexibility is a game-changer for efficiency.

The clean, modern interface is a breath of fresh air. It's a stark contrast to outdated ITSM platforms that felt like relics from a bygone era. This modern design not only looks great but also contributes significantly to the overall user experience. Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

HaloITSM shines in so many areas, but one minor limitation to consider is the level of UI customization. While it offers a good degree of flexibility to adapt workflows, some users might crave more granular control over the interface itself. Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

Our old ITSM platform was clunky and confusing, leading to frustration for both technicians and end-users. HaloITSM's intuitive interface makes it easy for everyone to navigate, saving us time and reducing errors. Technicians can now focus on resolving issues instead of wrestling with the system itself. Review collected by and hosted on G2.com.

AE

Verified User in Electrical/Electronic Manufacturing

Mid-Market (51-1000 emp.)

12/15/2022

"Beat them all!"

5/5

What do you like best about HaloITSM?

I've tried many ITSM solutions before. Most were expensive, clunky, ugly and annoying to use. HaloITSM is the exact opposite. Looks sleek, it's fast, and it's constantly evolving.

The technical support is excellent, and the developers listen to suggestions and implement them. Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

Some settings are a bit hard to find, but I think that comes down to how much can be customised, so I would say that sometime HaloITSM is too good for...its own good! Review collected by and hosted on G2.com.

MD

Mark D.

Enterprise (> 1000 emp.)

10/20/2020

"Outstanding service desk software that gets better with every iteration"

5/5

What do you like best about HaloITSM?

The product is simple to use, highly customisable and suits the needs of the business, rather than having to adapt our business to the way the product works. Support team are quick, responsive and very helpful and changes to the system happen on a very regular basis with new features being added and older ones being optimised. Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

Sometimes it can be hard to work out where a feature sits and you end up having to contact support (who are always happy to help), new video tutorials are nice but there are not enough of them Review collected by and hosted on G2.com.

Recommendations to others considering HaloITSM:

Give it a try and talk your requirements through with one of the account managers, if the features you need are missing, don't discount it - talk to them and you'll be pleasantly surprised at just what they can get added for you. Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

Halo replaced our existing solutions and has quickly been positively adopted by the teams. It now acts as our central service desk for all teams, helped to introduce formal change management for our SOX adoption and manages all of our IT procurement. In total replaced six separate systems with one Review collected by and hosted on G2.com.

AR

Verified User in Retail

Small-Business (50 or fewer emp.)

12/14/2020

"Great product and seamless migration to the cloud"

5/5

What do you like best about HaloITSM?

The best decision our business made was to migrate to the cloud version from on-prem. This was a seamless process with no pain at all. HaloITSM took care of the migration. We were forced to move because of the COVID-19 situation and remote workers. Halo ITSM are simply easy to work with and gives you results in a timely fashion. This product really helps our business monitor and achieve our SLAs. Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

The old NetHelpDesk client. Every time an upgrade took place admin credentials were required to run the app. Also didn't perform well for remote workers over a VPN connection. Review collected by and hosted on G2.com.

Recommendations to others considering HaloITSM:

If you are looking ticketing system, seriously talk with HaloITSM. Their customer service is exceptional and easy to work with. I believe the costing are value for money. This has a modern look and feel and will be customisable to any business. Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

All of our emails throughout the business now come through HaloITSM. We are able to keep track, audit, report and use to make business decisions. We are a Manage Print supplier and use this as a ticketing system for our customers and engineers. Customers email, a ticket is raised and assigned to an engineer, issue resolved and ticket closed with SLAs so reporting each month. Review collected by and hosted on G2.com.

AU

Verified User in Utilities

Mid-Market (51-1000 emp.)

12/2/2020

"Great service desk application"

5/5

What do you like best about HaloITSM?

Flexibility of the application, great support from the Halo team, Halo can also be used for other parts of our business. No limit to end users, Halo is smaller than some of its competitors so the service is much more personal Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

I haven't come across anything I don't like about Halo, it all works like it should so have no complaints Review collected by and hosted on G2.com.

Recommendations to others considering HaloITSM:

I would definitely recommend Halo, we did a bunch of demos for these kind of services and found Halos larger competitors to be lacking in flexibility and some of them wouldn't even do a 1 on 1 demo as they obviously dont value their customers enough to give a personal touch.

We are always able to get hold of Halo support when we need it and have been able to do everything we have wanted to do within the confines of Halo Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

The main problem we have solved is the managing of multiple shared mailboxes, we are also able to create forms on our portal for our customers to access Review collected by and hosted on G2.com.

Response from Will Maciver of HaloITSM

edit

Hi there, thanks for the great review, we really appreciate it!

MF

Michael F.

Mid-Market (51-1000 emp.)

11/12/2020

"One of the best IT Support systems I have used"

4.5/5

What do you like best about HaloITSM?

Halo ITSM is very easy to use, configure and captures just about everything. We use it across all business functions not just IT so it covers a range of business functions. best of all you can move "tickets" across business functions, so no information is ever lost. Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

would love to see a "loan" feature for IT assets that are handed out on loan. But this is not a critical function Review collected by and hosted on G2.com.

AH

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

11/20/2020

"Reliable, fast and a well rounded ITSM system, with excellent support team."

5/5

What do you like best about HaloITSM?

Very reliable and fast. HaloITSM is easily accessible from any internet based device. Easy to navigate and use. Easy to set up workflows. Most configurations are pretty straight forward and easy to get on with, even with a little training.

It is very useful to be able to convert ticket types and to different workflows with a click of a button.

Integration with O365 is such a useful add on. The Live chat function has proven to be such a useful too especially during the pandemic with staff needing to work from remote locations. User interface is awesome ie: the ability to

The support team is readily available and quick to help with any issues or request. HaloITSM is a well rounded and modern ITSM system competing with the best in the best in the industry at an unbeatable price. Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

Presently we are still on the old end user portal due to the chat function not available on the new portal. Being on the old portal limits the amount of features accessible including very old and dates user interface.

I hope the new chat feature being developed for the new portal goes live as soon as possible so we can move off the old portal in order to utilise all the new functionalities on the new interface and for a better user experience. Review collected by and hosted on G2.com.

Recommendations to others considering HaloITSM:

I will highly recommend HaloITSM. It’s is a reliable, modern and fully developed ITSM system. Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

Inability for external customers to access the user portal. This has been solved since migrating to HaloITSM

Inability for IT staff to access the ITSM system outside of the company network. Review collected by and hosted on G2.com.

GC

Gregory C.

Enterprise (> 1000 emp.)

11/20/2020

"Transitioning to a modern ITSM tool"

4.5/5

What do you like best about HaloITSM?

Easy to learn, build and setup. Friendly to use from an agent/analyst perspective. Lots of good options available on the system out of the box while also room for a lot of additional customization.

Halo Support/Development team always willing to help and open to feedback/enhancements suggestion and with a relatively quick turn around when implementing new requested feature(s). Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

A lot of options available but they are not always well explained / labelled within the tool.

Since there is very little detailed documentation available for the tool you will need to engage your account manager or the Support team when you have questions as there is no reference source material available to find answers on your own.

While always helpful it sometimes feels like there is a lack of framework, or maybe it's just experience, around key processes and interaction with their customer (i.e. release management).

Current reporting / dashboard capabilities are a lacking compared to the competition. Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

Provide a standard and easy to use (and deploy) solution to our IT Support teams in order to improve team work and efficiency on a global scale.

Thanks to its strong points the tool was easily adopted by our teams and so we now have a much greater visibility on what is going on within our IT estate. From an IT service perspective it allows us to have a better understanding at what we are doing well and what needs to be improved. Finally from a Management perspective the tool gives an easy and instant view on teams activity and so help identify where further attention might be needed. Review collected by and hosted on G2.com.

AW

Verified User in Wholesale

Mid-Market (51-1000 emp.)

11/17/2020

"Excellent ITSM software that ticks all the boxes"

4.5/5

What do you like best about HaloITSM?

The scale of features will mean you never need to look elsewhere. Every thing we have asked for could be accomplished with the integration consultant. Anything that we suggested that wasn't yet a feature was added to the development cycle and introduced in a new release. We love the ability to be able to track conversations and also the alerting that we have setup ensure that tickets are resolved well within SLA. Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

Some things can be a little complex to get working, but the support team are very helpful and always get issue resolved quickly. The fact the support team were using the system certainly helped. Review collected by and hosted on G2.com.

Recommendations to others considering HaloITSM:

It is a great piece of software with excellent support. Make sure you consider it, you won't be disappointed. Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

As a company we had a gap in our old system, in terms of engagement with our end users or customers. The biggest criticism we had was that staff didn't know the status of their ticket, or it was forgotten about entirely slowly ageing. With HALO, that all changed, staff were suddenly working with us to get issue resolved, with the service desk team able to keep staff informed of progress and delays with very little effort. Conversations were tracked where they weren't before. Technicians were using personal email to track email conversations and often would not know the current status of a ticket without trawling through weeks of emails. HALO stopped all that and instantly alerted the technicians to user response and extra information. As a manager i was also suddenly able to track response times and SLA effectively to report back to the management team. Our stats went from very poor due to lack of engagement from staff and technicians to excellent. Review collected by and hosted on G2.com.

AP

Verified User in Primary/Secondary Education

Mid-Market (51-1000 emp.)

11/10/2020

"Excellent and easy to use helpdesk software that is very customisable"

5/5

What do you like best about HaloITSM?

Came from solarwinds webhelpdesk and this blows it out of the water. Has a slick and modern interface and is very customizable. Their support team knows the product well and there are regular updates and new features. We now use it across 3 different teams and they love it. Reporting is good and the dashboards provide good insights Review collected by and hosted on G2.com.

What do you dislike about HaloITSM?

Requires the use of SLA's if you want good reporting on timeframes etc. Not a big deal but can catch you out a bit if you're not used to using them

Not really a bad thing, but the customization of the product can be a bit daunting at times. The support team always provide quick answers to where things are however and I wouldn't want it less customizable Review collected by and hosted on G2.com.

Recommendations to others considering HaloITSM:

If you're looking to replace your helpdesk software, definately look at the HaloITSM product. It's easy to use and very customizable and the support team are great Review collected by and hosted on G2.com.

What problems is HaloITSM solving and how is that benefiting you?

Our existing helpdesk solution (solarwinds web helpdesk) had a very outdated interface that didnt allow for simple composing of emails with pictures inline etc. Halo does this very well and has transformed our perception of how easy a helpdesk solution can be to use. We've also added 2 other teams to the system and they have found it so much easier to manage requests. The feedback system has also provided us with good insights as to what our users are thinking of our service Review collected by and hosted on G2.com.