HaloITSM Reviews

Pros

Using it daily for incidents, requests and other tasks is easy for me. It is very customizable and the speed and placement of fields work well for what we need.

Cons

Searching could be better especially when I am trying to find older tickets.

Pros

I have using it for a long time and it is great. The customer support is also excellent.

Cons

So far, there are no cons that stand out to me.

Pros

Moving through the menus is easy for me and the system is quick and responsive. The customer support is excellent.

Cons

Occasionally some reports and features would stop working after scheduled platform updates.

Pros

For me, it looks like the easiest option to use especially for end users.

Cons

Some settings are not very obvious to me without help from Halo support and the documentation can be lacking. The overall knowledge base is good but it mainly covers the basics so anything more advanced usually means contacting support. Also, as of April 2022, they required at least 10–20 licenses because of their rapid growth.

Pros

It offers us a lot of other great features for my team.

Cons

Nothing comes to mind that I dislike.

Pros

What I like most is the ease of implementation and the telephone support I can get when needed.

Cons

There is nothing particular that bothers me. We simply don't use all of the features available to us which can sometimes be frustrating.

Pros

I find it easy to use, slick and professional and it offers us a lot of other built-in services.

Cons

The lack of mobile support is a limitation for me although it would be good to see demonstrations of what they have planned for future releases.

Pros

The software is really easy for us to use and both agents and users love it. Customization is also very easy once you receive training on the system. We have managed to move over and improve our processes since migrating to it. They are really easy for us to work with and are open to hearing any ideas we have for improving the system.

Cons

Rreporting could be improved for me. The system can produce great reports but I need working SQL knowledge to create them. Halo does provide a report-writing service as part of the contract which is really helpful but getting information quickly on my own can still be difficult.

Pros

The software is easy for me to use and accessible anywhere at any time of the day. Our IT and Facilities teams are happy with how tickets are resolved, assigned, reassigned and triaged to each member of the teams.

Cons

Nothing I dislike at the moment.

Pros

Having worked in IT for many years, I find NetHelpdesk to be the best Service Management tool I have worked with and the support team is always happy to help and quick to respond to my questions. It automatically logs tickets directly from email. All contact with the customer can be handled directly from the ticket, giving us a full audit trail throughout the ticket lifecycle. I can easily allocate and reallocate tickets to different teams and staff. The reporting functionality is also great.

Cons

The technician statistics do not update immediately when I open the stats function. I have to wait a few minutes and it would be better if the information refreshed as soon as I accessed it.

Pros

Ease of use and alignment with ITIL are what I like most about it.

Cons

Haven't experienced any major issues with it.

Pros

For me, the ease of use, constantly evolving ITIL-compliant service desk and stable platform are the biggest benefits. We recently moved to the web interface and everyone on our team finds it extremely easy to work with.

Cons

There is very little I dislike, other than the limited native integrations with some of the other products we use.

Pros

As part of our effort to move our IT service desk forward, we decided our first step should be finding a new ticketing system that suited our needs. After a lot of research, we chose NetHelpDesk. The package they provided for our on-premise installation was comprehensive and integrated well with our existing technologies. There were some integrations we needed that NetHelpDesk did not support out of the box but they quickly developed a package that worked perfectly for us and is now a crucial part of our system. NetHelpDesk has increased our Service Desk efficiency significantly and helped us align incident management, creating a better relationship with our users. Thanks to NetHelpDesk, the time it takes us to log a single phone call has gone from around 5 minutes to roughly 30 seconds. We now log around 11,000 tickets a month with ease. Our agents find the NetHelpDesk system easier, faster and more simple than the solution we used before.

Cons

I haven't found anything to complain about.

Pros

It has a lot of features and I find the interface easy to use.

Cons

Setup can be complicated for me. There are often several ways to achieve the same result so finding the right workflow for our team can take some trial and error.

Pros

For us, the after-sales support, cross-department use and integration with other programs are the main benefits.

Cons

So far, I haven't found any cons.