HALO…Great Product With Great Features and Functionality!!
January 17, 2022

HALO…Great Product With Great Features and Functionality!!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with HaloITSM

We use HALO for our IT Support Desk within the Trust. It works incredibly well and gives us a simple-to-use system that allows us to log and manage IT Support Calls efficiently and effectively. The functionality is very good and is always being developed which allows us to keep updating and improving our internal workflows and processes and to utilise the new functionality. We chose HALO over many different systems that were available on the market due to it being cloud-based and very simple to use. Also with the other modules available such as Change and Asset Management and also the Self Service Portal it was very appealing to us. HALO is going from strength to strength and we look forward to using it in the future.
  • 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.
  • The reporting needs a lot more development. We have had issues with report formatting and also unless you are a SQL expert, it is quite difficult to create your own reports easily. A graphical wizard would be perfect.
  • The feedback system was not great. However, new Survey functionality has been added that works a lot better. Still room for improvement, but it's definitely on the right track. Being able to add a custom button instead of a long URL would be better for the emails going to the end-users.
  • I can't comment on the business. But as an engineer on the IT Service Desk, I feel that it's helped enormously with organising and prioritising tickets and also is providing the end-users with a much better customer experience.
LANDesk was quite a large, non-cloud system that was basically too big for our trust. It offered lots of functionality, but we would have just never used it all. It also required an on-site server which does not fit into our future plans and portfolio. Therefore HALO was the best cloud alternative.

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HALO is very much suited to the IT Support Desk environment and works very well. It offers all the functionality that is required to run a service plus much more. I can't really comment on the other modules yet as we haven't really fully utilised them, but hopefully will in the future.

HaloITSM Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository