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Halo - Efficiently support and manage your business
March 05, 2022

Halo - Efficiently support and manage your business

Isabelle Hufschmid | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

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.
  • 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

Halo is well suited for institutions like schools or bigger companies with multiple locations, where all customers are known and we as technicians are able to import all our customers. In this envirnoment, it's easy to keep your DB clean and organised. Plus, we can create a well suited KB and make sure, there0s something for everyone.

I think it might get a bit tricky if you're trying to use Halo within a smaller business with a lot of external customers, like people who have like tree problems a year. For me personally, it would be tricky to set up a KB and structure who suits everyone.

HaloITSM Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
6
ITSM asset management
8.0
Configuration mangement
Not Rated
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

HaloITSM Support

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.
ProsCons
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.
Always