HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. Boasting over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. The vendor describes the following five differentiators: 1.…
$49
per month per user
TOPdesk
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
N/A
Pricing
HaloITSM
TOPdesk
Editions & Modules
On Premise
$49
per month per user
Cloud
$49
per month per user
No answers on this topic
Offerings
Pricing Offerings
HaloITSM
TOPdesk
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
Optional
Additional Details
There is 15% discount for all charities, educational institutions and non-profit organisations.
The TOPdesk license model:
- Modular: Organizations purchase only the modules needed
- Saas or On premise
- Supports unlimited number of assets.
- End users OR service agents based. For flexibility in the number of agents for e.g. extra busy times of the year, the end user license allows adding agents without any restrictions, no day passes needed.
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 …
[HalolTSM is] easier to configure, [more flexible] with workflows, [has] APIs and customizable fields, [and] additional licenses [do] not require system file updates and service restarts.
If you want a value for money full system, which you could use out of the box then this is the one for you. If you want a system that can take care of tasks then this is the one for you. [HaloITSM] is easily scalable with very competitive pricing. New features are added regularly based on best practices and customer requirements.
I think TOPdesk is best fitted in small to medium businesses, if there is someone capable of programming the rule sets. Those can be hard to create properly or maintain over time. The knowledge base and Self Service Portal can provide users with some insights and help, even if the SysAdmin is unavailable at that time. I don't think it is suitable for larger companies, because I personally think it will get quite messy then.
The Self Service Portal is very easy to configure and the end-users have commented on how easy it is to log and manage their own calls.
Asset and User Management works very well and it is simple to link them to tickets. Looking up ticket history for particular Users or Assets is also very useful.
The ability [to] use different ticket types and templates is fantastic. The added ability to merge and clone tickets is also a great benefit.
TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
The requirement to fill out certain fields before a ticket can be closed can be cumbersome. This could be a requirement for some organizations though.
The field mappings from Azure AD to user data could be a little more precise. Some of the fields just don't translate.
When setting up the system to intake emails as trouble tickets, it can be tricky when people reply after a ticket is closed. It will create multiple tickets from this.
As the project manager for the system, I find it to be intuitive and helpful to keeping our technicians in the field and working rather than running back all the time for paper copies of work orders. I think once we have a solid year under our belt there are things that we can work to expand on. The technicians like it because they can look back at old work orders to see what we did in certain locations to make repairs. All the notes are contained on the system rather than relying on someone else to put them in and dig them back out. The system benefits the technicians when they use it to their advantage. We are also finding reduced calls to the office asking about work order statuses. The customers are getting real-time updates on their requests.
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly. We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
I've made overall positive experiences with the Halo support. The only thing to increase would be some follow ups on feature requests. If someone would reach out to me, telling me wheter or not my feature request will be considered in future updates or not.
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to
HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered all of these.
TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
It enabled us to allow our Service Desk Staff to work from home during COVID and this has continued ever since.
We have halved our average resolution time.
Some of the automation processes, when implemented alongside the MS Power Platform, have saved approximately 30 hours a month. This includes times when customers were unable to access the system until they had been trained. This is now automated via Halo and they get sent to on-demand training, instead of waiting up to 3 weeks for the next scheduled session.
The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
It has allowed easier collaborative working between teams.
We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
