HaloITSM

Feature Rich and a Great User experience

Comments: Excellent Service with an Excellent Product. Their customer service is very good with someone always happy to help as soon as you call in.

Pros:

It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.

Cons:

With it having such a WIDE selection of features, the issue I found is that the configuration is very complex, sometimes takes a moment to figure how to change a setting.

Alternatives Considered: Atera, Freshdesk, Zoho Desk and Zendesk Suite

Reasons for Switching to HaloITSM: Their Value for money and Premium product was worth investing in.

The best user experience

Comments: So far the experience has been excellent. Our account manager is regularly in touch, and the support available id excellent.

Pros:

At the heart of the halo service is the user experience. I think it’s customisation, ease of use and continual addition of new and improved feature sets are what makes Halo stand out from the rest. Many alternatives that we have tried resulted in us trying to work around the product, but with halo it truest does get tailored to your business needs. Best of all there’s always something new to implement to improve your service.

Cons:

As with all software there are features missing we would like, however I don’t consider this a con as Halo are always open to suggestions and implement requested features on a regular basis.

Alternatives Considered: ManageEngine ServiceDesk Plus, Spiceworks Cloud Help Desk, Freshdesk, Zoho Desk and Zendesk Suite

Reasons for Choosing HaloITSM: We used a legacy on premise version of spiceworks, because we liked the ability it gave to have multiple forms and areas; something the hosted version doesn’t offer. However it had few integrations and accessibility issues. As we moved to working from home in the pandemic it was essential we transition to a service that was accessible from anywhere on any device. Halo met this, but also offered the deepest levels of control and customisation of any of the products we considered.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to HaloITSM: Halo offered the deepest levels of control and customisation of any of the products we considered. It was also the most user friendly and expandable, with the ability to add features when business need demanded it.

Multi Function

Comments: We've been using NHD for the last 4 years, and it has been suited to our needs to cover our IT, Systems and Facilities teams. It has sufficient customisation and security to allow us to use the system for logging our tickets across the departments, and security to allow segregation of information, for example IT cannot see Facilities tickets and vice versa. We also like the automated ticket function for regular tasks in IT and Facilities. Reporting functionality is suitable for our needs too, allowing us to report on the team's activities, monthly, quarterly and annually.

Best Service Desk Software

Comments: We are using Halo for ticketing across multiple teams, not just IT. We have HR, Payroll, Workforce Management, Product Support, and Employee Experience teams all fielding requests from Halo.

Pros:

Halo is the first service desk/ticketing software that I've used in my almost 20 year IT career that I can honestly say I LOVE. Implementation was the smoothest I've ever seen. Our rep is fantastic and responsive to any of our needs. I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy. I use it everyday and I've recommended it to other IT contacts who I know are struggling with other IT ticketing solutions. Hands down the best!

Cons:

It's hard to say anything bad about it. I'd love if the knowledge base was a bit more robust, like having a life-cycle for articles, being able to truly have an internal KB for agents that could also have FAQ lists, and maybe some extra security options for who can see some of the KB articles on the end user side (restricting something to say, managers only or an AD group or something like that).

Alternatives Considered: Salesforce Sales Cloud

Reasons for Choosing HaloITSM: SolarWinds Web Help Desk was feeling very dated and did not have the customization ability and features that were important to us. It was very clunky to add categories and ticket types and the end user experience was sub par. The end-user portal in Halo is a million times better.

Switched From: SolarWinds Service Desk

Reasons for Switching to HaloITSM: The price was a huge factor in the initial choice between the other options, but once we started working with the team and our account rep we knew we'd made the right choice. The Service Now rep was super unresponsive to our request for a demo and it took forever to get an initial quote. Our Halo rep contacted us the same day that we reached out and was more than happy to set up a demo right away. He's amazing!

Great ITSM Tool

Comments: In general it has been very good, deployment was great (although a paid for extra of course).

Pros:

The software is much more modern looking then some of the competitors (Topdesk, Sysaid etc), meaning its easier to work within for long periods. The use of workflows means most things are possible. Support are generally good in replying quickly.

Cons:

Reporting could be easier with drop down selection of fields, instead of having to use SQL from scratch. Automation of asset creation from a client installed on PCs would be good.

Alternatives Considered: TOPdesk, Freshdesk and Zendesk Suite

Reasons for Choosing HaloITSM: Sysaid has a poor GUI, and even worse support, reporting is terrible.

Switched From: SysAid

Reasons for Switching to HaloITSM: Better support, better features.