--- title: "HaloITSM Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of HaloITSM. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if HaloITSM is a good fit for you!" source_url: "https://www.softwareadvice.com/itsm/haloitsm-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Service Desk Software](https://www.softwareadvice.com/service-desk/) / [HaloITSM](https://www.softwareadvice.com/itsm/haloitsm-profile/) / HaloITSM Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/itsm/haloitsm-profile/) Reviews # HaloITSM User Reviews ## Reviews summary - Overall rating: 4.7/5 - Total reviews: 44 ### Secondary ratings - Ease of use: 4.6/5 - Customer support: 4.7/5 - Value for money: 4.6/5 - Functionality: 4.7/5 ### Rating distribution - 5 stars: 30 reviews (68%) - 4 stars: 14 reviews (32%) - 3 stars: 0 reviews (0%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned pros - The interface is modern and intuitive, making it easy for both IT staff and end users to log and manage requests. - It works great for what we need it for and it makes getting back to employees/ internal customer service so effective and efficient. - efficient incident management- nice custom integrations - asset management is easy to use - automation and reporting were proving to be very helpful for our team ### Most mentioned cons - My biggest frustration with HaloITSM is the support documentation and training videos. While the platform itself is incredibly powerful and customisable, the official resources don’t always keep up. - The documentation often lacks depth or real-world examples, and in some cases, it's either outdated or too vague to be useful for more complex setups. - The video tutorials are quite basic and don’t cover the advanced functionality that a lot of admins are likely to use. ## HaloITSM customer reviews Showing reviews 1-25 of 44 (page 1). ### Customer Support By nethelpdesk - Overall rating: 4/5 - Reviewer: Stella K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2019 - Review source details: This review was submitted organically. No incentive was offered It is good for a small medium enterprise #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The ability to easily pullout reports even when they is alot data to export #### Cons Nethelpdesk software one cannot be able to randomly search a ticket using key words that were used by the client when logging in the site #### Reasons for choosing HaloITSM The cost was more friendly #### Reasons for switching to HaloITSM More applications and uses -Would be used for both Customer support and Finance support --- ### Slick web application with excellent support - Overall rating: 5/5 - Reviewer: Jacob W. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: October 2019 - Review source details: This review was submitted organically. No incentive was offered We replaced our previous outdated ticket management system, like for like, as well as getting some much needed added features. Such as automated SLA tracking and assignment, as well as automated report generation and distribution. It's saved us countless hours of administration work in the reporting process. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros NetHelpDesk (specifically the web app variant) is a slick, modern and powerful ticket management system, unlike the vast majority of its competitors it has a very clean interface, which in turn is customization. It's the fastest ticketing software I've ever used, at least in the cloud based environment. Customisation was a breeze thanks to the very knowledgeable and helpful consultants who were sent to our offices for the initial configuration of the system, they gave great advice and made understanding how the configuration sat together a breeze. #### Cons For the most part the system is excellent, a few small cons: Configuration can be quite repetitive, as the solution is primarily rule based, so you find yourself entering lots of rules which are slightly different from each other, if at any point you decide to overhaul something like your priority matrix, but with a little thought during implementation, you should only need to do this once. #### Reasons for switching to HaloITSM vFire could not provide the functionality we needed. --- ### Multi Function - Overall rating: 4/5 - Reviewer: Paul M. - Industry: Mechanical or Industrial Engineering - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2017 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 --- ### Would Recommend - Overall rating: 5/5 - Reviewer: Ashley B. - Verified reviewer: Yes - Industry: Government Administration - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It works great for what we need it for and it makes getting back to employees/ internal customer service so effective and efficient. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros User friendly, easy to navigate, straight forward #### Cons You kind of have to know where to click to see the newest tickets. --- ### BA Review - HaloITSM - Overall rating: 4/5 - Reviewer: Smit P. - Verified reviewer: Yes - Industry: Capital Markets - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### Pros Easy to use and manage IT tickets. UI is okay, not too fancy and not too dull. #### Cons Sometimes the software takes time to load and function properly. --- ### Great Solution with intuitive UX making onboarding and customisation a breeze - Overall rating: 5/5 - Reviewer: DAryl U. - Verified reviewer: Yes - Industry: Education Management - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. A great company to partner with from initial scoping to onboarding to continuous improvement, not overly pushy sales team...unlike some other companies I approached. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Excellent onboarding process, and access to an excellent support that really ensure we where able to launch the service desk with ease and continue to add new features to our users as adoption increases. there are new features regularly added to the system too. The Licensing model is plan simple and fair, you get access to everything per agent account ... no bolt on or upgrades need so active more modules as you mature #### Cons Asset Management is a relatively basic however integrates well with other modules, I would say I am comparing to dedicated Asset Management products #### Reasons for choosing HaloITSM We opted for Halo due to the licensing method and consultancy as part of the onboarding process #### Reasons for switching to HaloITSM We wanted a more feature rich solution that supported the trusts growing central services department --- ### A great helpdesk ticketing and tracking system - Overall rating: 5/5 - Reviewer: John S. - Verified reviewer: Yes - Industry: Computer Networking - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2019 - Review source details: This review was submitted organically. No incentive was offered On the few occasions we have had to request technical support at NetHelpDesk, they have always been very responsive and helpful. Keeping track of hours used on contracts is simple and allows us to easily and accurately bill our customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We have been using NetHelpDesk for two years now and have been extremely pleased with its performance and reliability over this time. It is very easy to use with a very user friendly interface that is adaptable to suit our needs. The reporting function is also simple to use and you can create your own bespoke reports. #### Cons Can look to be a little bit overwhelming at first. --- ### Servicedesk management - Overall rating: 5/5 - Reviewer: Anthony C. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2019 - Review source details: This review was submitted organically. No incentive was offered The NetHelpDesk team are always on hand to support and consistently go the extra mile to ensure we are getting the most from the product. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use, Constantly evolving ITIL compliant service desk. Stable platform. Recently moved to the web interface and all the team are finding it extremely intuitive to work with. #### Cons Very little, other than limited native integration with other products that we utilise. --- ### Best Help desk software to-date! - Overall rating: 5/5 - Reviewer: Max M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: June 2019 - Review source details: This review was submitted organically. No incentive was offered Fantastic!!! #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Web-based. 3CX phone integration, SCCM integration for Asset tracking. Very customisable and new features being added regularly. A nice dashboard that shows help desk stats. A LOT cheaper than competitors for a far superior product. #### Cons Can be a little tricky to configure. We opted to get NHD to setup and configure it for us, well worth the extra money. --- ### Innovative Helpdesk Software. - Overall rating: 5/5 - Reviewer: Oluwafemi M. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: October 2019 - Review source details: This review was submitted organically. No incentive was offered resolving, reducing and solving problems encountered daily. and finding long lasting solutions to some of the company's frequent IT & Maintenance issues. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The software is easy to use , and accessible to you anywhere at any giving time of the day. The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team. #### Cons haven't find any at the moment. --- ### Use o HaloITSM e se surpreenda. - Overall rating: 5/5 - Reviewer: Fernando L. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2026 - Review source details: This review was submitted organically. No incentive was offered Nossa experiência com o HaloITSM é excelente, é uma plataforma extremamente moderna e fácil de implementar, utilizar e evoluir. Pode ser utilizada em diversas áreas da empresa além da TI e Customer Services, como RH, Facilities, Jurídico, Financeiro, Projetos e muitas outras. Além disso, possui um custo extremamente competitivo perante os demais concorrentes Gartner do mercado. Além disso, suas certificações PinkVerify e PeopleCert, trazem ainda mais agilidade na sua implementação. O HaloITSM é sem dúvida, a melhor e mais poderosa plataforma unificada para gerenciamento de serviços de IT com IA (AITSM) do mercado. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Modernidade, flexibilidade e facilidade de implementação tanto SaaS como on premise. Não é modularizada, ou seja, todos os serviços ITSM e ESM estão inclusos e sem custo adicional. Serviço de IA Nativo e com diversos recursos de automação, classificação, analise de sentimento, dentre outros inúmeros recursos. Serviço de Chatbot Nativo e totalmente integrado a IA para atendimento e automação de processos e serviços. Interface moderna, +200 plugins de integração gratuitos, além de recursos próprios de integração. #### Cons Os recursos de gerenciamento de ativos podem ser aprimorados através de um motor próprio de descoberta e gerenciamento. Atualmente ele utiliza soluções parceiras como o Lansweeper e o NinjaOne para o gerenciamento de ativos e endpoints. #### Reasons for switching to HaloITSM A tecnologia moderna do HaloITSM perando o Ivanti Service Management, bem como, o custo muito mais competivo foram os principais diferenciais para a troca. --- ### Excelente experiencia de usuario. - Overall rating: 5/5 - Reviewer: Angie L. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: August 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Su gran catalogo de caracteristicas y funciones brindan una experiencia sin igual. #### Cons Teniendo en cuenta la gran cantidad de herramientas no he encontrado defecto alguno. --- ### Great ITSM platform - Overall rating: 5/5 - Reviewer: Tahir O. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Really happy with the service and would highly recommend HaloITSM #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Easy to use, slick and professional. Offers a lot of other built in services #### Cons Not mobile friendly, good to see demo on future releases. --- ### Recent purchase - Overall rating: 4/5 - Reviewer: James M. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: April 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Limited so far as a tool as have not started to use it yet within the wider team, but good interaction with Halo reps. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros Easy to use and clear interface. Lots of features to enable full use of ITSM services. #### Cons There are some development issues taken away by the consultant to address during the implementation #### Reasons for choosing HaloITSM Functionality and perceived ease of use #### Reasons for switching to HaloITSM Very old and outdated --- ### really good, made things so much easier - Overall rating: 5/5 - Reviewer: Ross K. - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: November 2016 - Review source details: This review was submitted organically. No incentive was offered Been using NetHelpDesk for a while now and it is amazing. we use it across all our departments so its easy to communicate between departments rather than using different systems and not being able to cross over. The integration with Microsoft SCCM was another one of the main reasons we chose NetHelpDesk and it seamlessly fits together. The after sales support is fantastic, any time we have got in contact there has been a resolution over the phone then and there or pretty soon after if it needs to be worked on by developers. Would highly recommend the software to anyone, with so many features it could work in any type of business regardless of size and industry. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros After sales support, Cross department use, integration with other programs #### Cons haven't found any yet --- ### A Flexible and Powerful ITSM Tool Well Suited for Complex, large-Site Organisations - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Entertainment - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, our experience with HaloITSM has been very positive. It has significantly improved how we manage IT support, assets, and change control across a large and diverse organisation. The platform scales well as demand grows and has helped us move towards more structured processes without becoming overly bureaucratic. Once configured, HaloITSM proves reliable, efficient, and well suited to a fast-paced operational environment, where downtime and poor visibility can have real-world impact. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros HaloITSM is highly flexible and adapts well to a complex environment like a large zoo, where IT supports a wide mix of users, systems, and locations. The customisation options allow us to shape workflows for incident management, asset tracking, and change control without feeling constrained by rigid processes. The interface is modern and intuitive, making it easy for both IT staff and end users to log and manage requests. Asset management is particularly strong, giving us clear visibility of devices across multiple sites and departments. Reporting and dashboards are also a major plus, helping us quickly understand trends, workloads, and service performance. #### Cons Because HaloITSM is so configurable, it can take time and effort to set up and fine-tune initially, especially if you want to get the most value from automation and advanced workflows. Some areas of the UI can feel slightly overwhelming at first for new administrators due to the number of available options. While documentation is generally good, certain advanced features benefit from hands-on experimentation to fully understand how they work in real-world scenarios. #### Reasons for switching to HaloITSM lack of modern functionality, discontinued --- ### A Great ITSM - Overall rating: 5/5 - Reviewer: Ash C. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered Overall, I’m really happy with HaloITSM. It’s become a core part of how our IT team operates and has allowed us to build workflows and processes that actually reflect how we want to work. From managing tickets and automating approvals to handling changes and projects, it’s given us the flexibility to centralise everything in one place. The UI is intuitive, and once you've got the hang of it, the admin tools are powerful enough to manage everything without needing external dev support. We’ve already expanded it to other departments and will continue to roll it out further across the business. It’s also forming part of our wider IT strategy moving forward, with plans to use it for asset and procurement tracking. Despite a few niggles with documentation, it’s a platform I’d absolutely recommend to other IT teams looking for something modern, capable, and scalable. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The best thing about HaloITSM is how flexible and customisable it is. It doesn't feel like you're being forced to work a certain way. Instead, you can build it around your team’s needs. The workflow automation is particularly strong. You can create really detailed processes that handle everything from ticket escalations and change approvals to custom email notifications. This has saved us loads of time and reduced manual errors. The interface is clean and easy to use, and almost every part of it can be adapted. Whether it’s custom fields, ticket types, dashboards, or email templates, you’ve got full control. We’ve used it to build out processes for things like new starter onboarding, change management, and even hardware stock tracking. Integrations have also been straightforward. We’ve hooked it into Power Automate and Teams with no major issues. It feels like a modern, well-thought-out platform designed for real-world IT teams. #### Cons My biggest frustration with HaloITSM is the support documentation and training videos. While the platform itself is incredibly powerful and customisable, the official resources don’t always keep up. The documentation often lacks depth or real-world examples, and in some cases, it's either outdated or too vague to be useful for more complex setups. The video tutorials are quite basic and don’t cover the advanced functionality that a lot of admins are likely to use. I’ve found myself relying more on trial and error, community posts, or reaching out to support for clarification. For a platform with so much capability, better learning materials would really help new admins and speed up adoption across teams. #### Reasons for choosing HaloITSM We considered ServiceNow during the selection process due to its reputation and widespread use in enterprise environments. However, we ultimately chose HaloITSM because it offered a much more cost-effective solution without sacrificing functionality. For a growing business, ServiceNow felt overly complex and came with a significant price tag, which wasn’t justifiable for the size and structure of our team. HaloITSM struck the right balance between capability and usability. It provided the key features we needed—ticketing, change management, workflow automation, reporting—without overwhelming us with unnecessary modules or technical setup. The interface was more user-friendly, and our team felt comfortable using it from day one. Admin configuration is straightforward, and the ability to customise almost every part of the system gave us confidence we could scale it to suit future needs. In short, Halo gave us the flexibility of a high-end tool at a far more reasonable cost, with less complexity and faster deployment. --- ### An incredibly versatile platform to manage most workflows - Overall rating: 5/5 - Reviewer: Patrick S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: August 2025 - Review source details: This review was submitted organically. No incentive was offered This platform is much more versatile than we imagined. Their platform has so many options, settings, and possibilities that I wish we had gone through more training before the implementation. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The customer support team is incredible and extremely helpful. The platform is very versatile and has provided lots of customizations we are needing. Tickets are easy to find and hand between teams. The platform is very stable without any strange interface issues found in our old ticketing system. #### Cons The implementation is very complicated and since we hit a few snags things were delayed causing some features to not be implemented in time. #### Reasons for choosing HaloITSM Halo had more options and integrations than NinjaOne. #### Reasons for switching to HaloITSM Mojo was too basic and we needed more functionality, reporting, and customization for our team. --- ### Halo ITSM review - Overall rating: 4/5 - Reviewer: Dom B. - Verified reviewer: Yes - Industry: Information Services - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with HaloITSM is a positive one. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Stable, robust and intuitive. Has a full range of features and a manageable learning curve to operate it. #### Cons Billing feature doesn't do everything we need it to for things like pro-rata billing. #### Reasons for choosing HaloITSM Price was the deciding factor for this but also the ability to host locally, though I'm not sure that's still possible. #### Reasons for switching to HaloITSM Features and price were the primary factors. --- ### La mejor herramienta para gestion de solicitudes de IT - Overall rating: 5/5 - Reviewer: wilson l. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered Genail, nos ha permitido mejorar nuestros procesos de soporte dando agildiad a las gestiones internas y respuestas finales a los clientes completamente recomendada si tu empresa o tu requieren una herramienta compacta y robusta para gestion de solicitudes requerimientos incidentes y demas temas de IT #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros es una herramienta que te va a permitir gestionar solicitudes de soporte en todo su rango de operacion generando una facilidad y agilidad excepcional #### Cons Si so se ha trabajado antes con plataformas de ITSM puede llegar a ser complejo entenderla y requerira capacitacion del producto para pdoer aprovechar al maximo los beneficios o funcionaldiades que esta posee --- ### The best user experience - Overall rating: 5/5 - Reviewer: Kai M. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. So far the experience has been excellent. Our account manager is regularly in touch, and the support available id excellent. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. #### Reasons for choosing 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. #### Reasons for switching to 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. --- ### Great ITSM Tool - Overall rating: 5/5 - Reviewer: Adam F. - Verified reviewer: Yes - Industry: Education Management - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. In general it has been very good, deployment was great (although a paid for extra of course). #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. #### Reasons for choosing HaloITSM Better support, better features. #### Reasons for switching to HaloITSM Sysaid has a poor GUI, and even worse support, reporting is terrible. --- ### Best Service Desk Software - Overall rating: 5/5 - Reviewer: Wendy D. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2020 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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). #### Reasons for choosing 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! #### Reasons for switching to 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. --- ### A simple tool to mange tickets and changes - Overall rating: 5/5 - Reviewer: Sandeep R. - Verified reviewer: Yes - Industry: Retail - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2024 - Review source details: This review was submitted organically. No incentive was offered Very well pleased with using Halo day in and day out. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros - Ease of use. - Check users and agent details in the same page - Real time notifications - Asset management - Integrated KB - Launch chat or email with the user. #### Cons Reporting / Analytics could be better for the agent. At the moment, we have to ask our Halo administrator. #### Reasons for switching to HaloITSM Moving away from on-premise to SaaS for simplicity and efficiency. --- ### NetHelpDesk where have you been all my life? - Overall rating: 5/5 - Reviewer: Mark R. - Industry: Health, Wellness and Fitness - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2019 - Review source details: This review was submitted organically. No incentive was offered The staff of NHD listen to you and tailor their approach to your business on an individual and customised method appropriate to your needs and expectations. The NHD team are incredibly versed in their product and any support assistance if needed is delivered incredibly efficiently and with minimal disruption to service if any. I can not recommend this product highly enough - so much so that I have now implemented this in two different organisations. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I can not rate this product highly enough; the software has come on leaps and bounds since I first started using it and arguably the most noticeable improvement is the optional to use swish web interface which is easy on the eye, performs quickly and is fully customisable to your brand, colour schemes etc. The simplicity of the application is also incredible and actually improves the user and admin experience tenfold. #### Cons The only negative I have at present is that not all functionality in the NHD client is available in the Web Portal - however this is on the development roadmap and will be imminently factored in. There is also a seemingly over complicated way of managing incidents that require different ticket templates to follow a incident > major incident > problem format rather than a more simple work flow trigger that could start this process for you. However this is more a lazy comment than anything else. I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee! However that being said, I have such confidence in the capabilities of the NHD team; I would bet it will make me a coffee in a future release! ## More reviews [Next reviews](https://www.softwareadvice.com/itsm/haloitsm-profile/reviews/?page=2) --- HaloITSM Reviews, Pros and Cons - 2026 Software Advice