Overall Satisfaction with HaloITSM
In our organisation, we use Halo as a ticketsystem, Knowledge Base, CMDB, Asset Management and Resource booking software. The ticketing and knowledgebase are the core functions. We provide a lot of knowledgebase articles for our teachers and students, but if the KB doesn't give them the answer to their problem, they open up a ticket and we support them. Most of our businessporoblems probably are user related problems and are often asked like "how to..." We get around 20 tickets per week.
We also provide a booking service for our users where they can set up reservations for our hardware.
We also provide a booking service for our users where they can set up reservations for our hardware.
- Ticketsystem
- Resource booking
- Support times (they get back to you for your questions within reasonable time)
- Support quality
- New feature releases
- software licensing
- create custom views within the CMDB
- reduces unnecessary questions
- provides a better overview for assets
Halo just matched all our criterias like: provide knowledgebase articles with or without beeing logged in, assessing knowledgebase articles to user groups, sync users with Azure login via SSO customizable selfservice portal, disable modules which are not in use, provide knowledgebase article suggestions while creating a ticket, assign assets to usergroups, and beeing able to assign assets to tickets without the asset beeing assigned to a user. During the trial, I realised, that all of my criterias were met and there were even more possibilies. And the support during trial and during the setup process was great. They were there if you need them but they don't force themselves onto you.
Do you think HaloITSM delivers good value for the price?
Yes
Are you happy with HaloITSM's feature set?
Yes
Did HaloITSM live up to sales and marketing promises?
Yes
Did implementation of HaloITSM go as expected?
Yes
Would you buy HaloITSM again?
Yes
HaloITSM Feature Ratings
HaloITSM Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No, because the normal support is more than enough for what I need it for. Most of the time, I contact the support because I don't know something and they are always happy to help and explain it to me. If I don't get it during the email contact, they immediately schedule a call and we can go through the settings together.
Yes - The bug was resolved to my satisfaction but it took quite some time. As of now, this was the only time, it took more than two weeks to solve a problem. But the support never let us hang and always provided some things to test. Then they were finally able to solve the problem.