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Excellent ITSM software that ticks all the boxes
What do you like best about the product?
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.
What do you dislike about the product?
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.
What problems is the product 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.
Recommendations to others considering the product:
It is a great piece of software with excellent support. Make sure you consider it, you won't be disappointed.
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One of the best IT Support systems I have used
What do you like best about the product?
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.
What do you dislike about the product?
would love to see a "loan" feature for IT assets that are handed out on loan. But this is not a critical function
What problems is the product solving and how is that benefiting you?
everything from general IT support to change management for for IT as well as logging Quality Management issues, complaints & compliments and WHS activities. we have come to realise, if it needs to be logged even if it is not an IT issue, we can use Halo ITSM
Excellent and easy to use helpdesk software that is very customisable
What do you like best about the product?
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
What do you dislike about the product?
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
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
What problems is the product 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
Recommendations to others considering the product:
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
Halo ITSM (and NetHelpdesk)
What do you like best about the product?
We have had the cloud based portal, and the interface is very clean and intuitive. There have been numerous regular updates to improve the software.
We don't use many of the integrations as its still fairly new, but there are so many that could potentially improve our helpdesk as it grows.
Customer support is always very helpful, they usually respond the same day. We needed some customised reports for our Board, and Halo support had these ready for us the next day.
We don't use many of the integrations as its still fairly new, but there are so many that could potentially improve our helpdesk as it grows.
Customer support is always very helpful, they usually respond the same day. We needed some customised reports for our Board, and Halo support had these ready for us the next day.
What do you dislike about the product?
Theres nothing I dont like as such. Some of the options are tucked away and can be hard to find without looking through the knowledgebase or emailing Halos support team. And the cloud solution doesn't have all the options that an on-prem would have but there are work arounds and updates to a lot of this.
What problems is the product solving and how is that benefiting you?
We have no real helpdesk solution, and we had Nethelpdesk set up by our IT provider. Just over a year later, we have had thousands of tickets from our end-users, can demonstrate our IT department performance through numerous reports, and keep adding functionality as we build our service portfolio. We have been able to separate our services out into different ticket types, enabling us to get more relevant information from the users first time, reducing our ticket resolution times significantly.
Outstanding service desk software that gets better with every iteration
What do you like best about the product?
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.
What do you dislike about the product?
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
What problems is the product 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
Recommendations to others considering the product:
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.
Good quality and highly customisable ServiceDesk software
What do you like best about the product?
Web interface is modern, efficient, and allows analysts and managers alike to accomplish what they need to quickly and in a visually appealing format.
What do you dislike about the product?
This is only a minor dislike - but whilst the web version is fairly new product and is regularly receiving feature updates, it seems that there is a new web release candidate every few weeks. Fortunately application in house of these is quick, and they could always be skipped if needed.
What problems is the product solving and how is that benefiting you?
In over 25 years experience in professional IT, I've utilised many service desk systems. HaloITSM does the job efficiently and allows agents one view and managers another; thus maximising efficiency of the ITIL processes, and allowing appropriate ticket monitoring.
Recommendations to others considering the product:
Consider first your business requirements.
Obtain the trial version, and put it through its paces with specific reference to your business requirements.
Ask questions of the Support Teams at HaloITSM based on your specific requirements as likely there will be a solution.
Obtain the trial version, and put it through its paces with specific reference to your business requirements.
Ask questions of the Support Teams at HaloITSM based on your specific requirements as likely there will be a solution.
I've worked with Halo for 4 years I have always been impressed by their Customer Service
What do you like best about the product?
Halo have always been available at short notice to assist with issues or provide valuable advise. I see them as a business partner who help us achieve our business goals. Halo are constantly upgrading their product to include extra features and functionality. They are always willing to develop bespoke features and assist us to get the most out of the product.
What do you dislike about the product?
The older NetHelpDesk client application was a little cumbersome and slow to load over VPN. But the new Halo Web version is an impressive and versatile product
What problems is the product solving and how is that benefiting you?
With the Halo Web version changes and work flows are easy to implement. We are constantly tweaking and improving our ticket system to improve productivity and increase customer satifaction. We have regular meetings to review progress with a roadmap of service improvements.
Recommendations to others considering the product:
If you are looking for a modern, sleek ticketing system that is easy to implement and administer then I would definately recomend Halo ITSM. There UK Customer Service is simply excellent and counts for a lot.
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