HaloITSM Reviews

Pros

Working in a large zoo means supporting many different users, systems and locations and I find it highly flexible for that kind of environment. The customization options let us shape workflows for incident management, asset tracking and change control without forcing us into limited processes. The interface is modern and easy for me to use making it simple for both IT staff and end users to log and manage requests. Asset management is especially useful, giving us clear visibility of devices across multiple sites and departments. Reporting and dashboards are also a major plus for us because they help us quickly understand trends, workloads and service performance.

Cons

Because it is so configurable, getting everything set up and fine-tuned can take time and effort especially when I want to get the most out of automation and advanced workflows. Some parts of the UI can feel a little overwhelming to me at first as a new administrator because there are so many options. The documentation is generally good but I still need hands-on testing with some advanced features to fully understand how they work in real situations.

Pros

For me, modernity, flexibility and ease of implementation, both SaaS and on-premise, are major advantages. The tool is not modularized, meaning all ITSM and ESM services are included at no additional cost. The native AI service offers several automation, classification and sentiment analysis features, among many others. The native chatbot is also fully integrated with AI for customer service and process and service automation. The interface is modern, with more than 200 free integration plugins, along with its own integration features.

Cons

The asset management features could be improved with a built-in discovery and management engine. Right now, we use partner solutions such as Lansweeper and NinjaOne for asset and endpoint management.

Pros

The customer support team has been incredible and extremely helpful for us. I find the platform very versatile and it has provided many of the customizations we need. Tickets are easy for me to find and hand over between teams. The platform is also very stable and we haven't seen the strange interface issues that we had with our old ticketing system.

Cons

Getting the implementation completed was very complicated for us and after running into a few issues some delays caused certain features to not be implemented on time.

Pros

What I like most is how flexible and customizable it is. I never feel like we are being forced to work in a certain way. Instead, we can build it around our team's needs. The workflow automation is particularly strong for us. We can create detailed processes that handle everything from ticket escalations and change approvals to custom email notifications. This has saved us a lot of time and reduced manual errors. The interface is clean and easy for me to use and almost every part of it can be adapted. Whether it's custom fields, ticket types, dashboards or email templates, we have full control. We've used it to build processes for new starter onboarding, change management and even hardware stock tracking. Integrations have also been easy for us. We connected it with Power Automate and Teams without any major issues. It feels like a modern platform that was designed with real-world IT teams in mind.

Cons

My biggest frustration is with the support documentation and training videos. The platform itself is very powerful and customizable but the official resources do not always keep up. The documentation can lack depth or real-world examples and some information is either outdated or too vague for more complex setups. The video tutorials are also quite basic and do not cover some of the advanced features I would expect admins to use. I often have to rely on trial and error, community posts or support for clarification. With so many capabilities available, better learning materials would make it easier for me and other new admins to get started and speed up adoption across teams.

Pros

For me, it is stable, powerful and easy to use. It has a full range of features and a manageable learning curve for operating it.

Cons

The billing feature does not cover everything we need especially for things such as pro-rata billing.

Pros

I find it user friendly and easy to navigate and the process is simple for me.

Cons

You sometimes need to know exactly where to click to find the newest tickets which can be confusing for me.

Pros

Managing IT tickets is easy for me and the UI is okay, not too fancy and not too dull.

Cons

At times, the software takes a while to load and start working properly.

Pros

For me, it is a tool that allows us to manage support requests across the full range of our operations making the process exceptionally easy and fast.

Cons

If I have not worked with ITSM platforms before, it can be somewhat complex to understand. I would need product training to take full advantage of all the benefits and features it offers.

Pros

Ease of use is what I appreciate most, along with being able to check user and agent details on the same page. I also like the real-time notifications, asset management, integrated knowledge base and the option to start a chat or email with the user.

Cons

The reporting and analytics could be better for agents. Right now, I have to ask our Halo administrator when I need certain information.

Pros

Our team has found incident management efficient, while the custom integrations work well for us. Asset management is easy to use and automation and reporting have proven very helpful for our team.

Cons

We don't really have any cons but I would like to see what improvements and updates they make to the system in the future.

Pros

Its wide range of features and functions gives us an excellent overall experience.

Cons

Considering the large number of tools and features available, I haven't found any real defects.

Pros

The customization and ease of use, along with its other features, give me a great overall experience.

Cons

I don't have any complaints and I really like using this application.

Pros

I like the ease of use, flexibility and ability to change the whole tool, along with the end-user portal.

Cons

There are a lot of configuration options which can feel a bit overwhelming to me at first. Once I get familiar with everything though, it starts to make sense.

Pros

We had to make a quick switch from our old help desk software to Halo and I found that nothing we needed from Halo's functionality was an issue. It was quick and easy for us to set up and the transition was trouble-free.

Cons

When I set up multiple parent and child actions, there is no easy way for me to see how they are connected or whether one depends on another. This has already been submitted as a feature request and I believe it will be improved in the future.

Pros

The onboarding process was excellent for us and we had access to great support that made sure we could launch the service desk easily and continue adding new features as user adoption increased. New features are also added to the system regularly. The licensing model is simple and fair to us because we get access to everything with each agent account, with no add-ons or upgrades needed as we activate more modules over time.

Cons

The Asset Management functionality is relatively basic for me although it integrates well with the other modules. I am comparing it with dedicated Asset Management products so there is room for improvement.

Pros

I like that there are lots of options to configure the tool easily even for non-technical people. We can maintain it ourselves without needing developers.

Cons

It doesn't do everything we want but the list of missing features is very small and we have the option to involve development if we need to.

Pros

It is a great tool and there are lots of features that let us make full use of ITSM services.

Cons

I don't have any cons.

Pros

I find it easy to use and the interface is clear. It also has lots of features that allow us to make full use of ITSM services.

Cons

There were some development issues during implementation that the consultant took away to address.

Pros

At the heart of the Halo service is the user experience. I think its customization, ease of use and continual addition of new and improved features are what make Halo stand out from the rest. Many alternatives we have tried left us trying to work around the product but with Halo, it truly adapts to our business needs. Best of all, there is always something new for us to implement to improve our service.

Cons

While there are some features I would still like to see, I don't consider that a con because Halo is always open to suggestions and regularly adds requested features.

Pros

perfect tool for my team, really easy to use.

Cons

Haven't found any cons with it.