--- title: HaloITSM Reviews meta_title: 'HaloITSM Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 22 reviews by the users' company size, role or industry to find out how HaloITSM works for a business like yours. aggregate_rating: rating_value: 4.8 review_count: 22 scale: '5' date_modified: '2026-09-28' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # HaloITSM Reviews **Vendor:** Halo Service Solutions **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.8/5.0 **Total Reviews:** 22 **AI Enabled:** This product embeds AI to enhance or extend its core functionality. ## About HaloITSM Halo is a low-code enterprise service management platform designed to streamline and automate cross-functional processes across IT, HR, Finance, Facilities and other business functions. Built on ITIL-aligned service management foundations and extended across the whole business, halo is used by more than 5000 organisations in over 100 countries. The platform provides incident, problem and change management, asset and configuration management via a built-in CMDB, and service request handling within a single centralisied platform. Each department can run its own services, forms, workflows, portals and approval routes, while employees get one consistent place to raise and track requests, automatically guided to the right team without needing to understand how the organisation is structured. Federated administration lets departments or regions manage their own areas while central teams retain governance. Halo supports workflow automation, real-time reporting, self-service for end users and integration with other business applications, allowing you to streamline service delivery throughout your business. Through using Halo, you are able to standardise processes, have visibility into team activity and facilitate collaboration. Halo AI is built into the platform as standard, supporting request triage, categorisation, summarisation, sentiment analysis, suggested replies and knowledge suggestions, with a built-in LLM connection included at no extra cost, with organisations also able to connect to their own AI provider. With more than 250 native integrations, including Slack, Microsoft 365, Okta, Splunk, Halo connects into the tools organisations already rely on without heavy custom development. Extensive no-code configuration and customisation options let organisations adapt forms, fields, workflows, rules and reports to meet specific service management requirements, and over 1,000 out-of-the-box reports gives managers live visibility into the agent performance and workload. Halo is built for trust at enterprise scale, holding ISO 27001, SOC 2 Type II, FedRAMP, GDPR, Cyber Essentials Plus, IRAP and HIPAA certifications, with 99.99% average global uptime, SSO, ODIC, SAML, role-based access control and full audit logging. Deployment options include Halo Cloud, Private Cloud and On-Premise, and a dedicated migration team has delivered over 1,000 migrations from every major vendor and legacy platform. All-inclusive pricing means every capability is included from day one, allowing organisations to scale from a single service desk solution to a shared service management platform across the whole business without module-by-module licensing. ## HaloITSM Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users appreciate the **ease of use** of HaloITSM, benefiting from its simple setup and efficient ticket logging. (1 reviews) - Users find HaloITSM's **easy setup** enhances usability, effectively logging IT issues and boosting workflow efficiency. (1 reviews) - Users value the **enhanced workflow efficiency** of HaloITSM, benefiting from its simple setup and effective ticket logging. (1 reviews) - Users value the **simple setup** of HaloITSM, finding it easy to use for logging IT issues effectively. (1 reviews) - Users appreciate the **simple setup and ease of use** of HaloITSM, streamlining ticket logging and enhancing efficiency. (1 reviews) - Ticket Management (1 reviews) **What users dislike:** - Users find the **limited customization** in HaloITSM cumbersome, especially in the ticket resolution process. (1 reviews) - Users find that the **ticketing process requires extra steps** , limiting customization and complicating workflow management. (1 reviews) ## HaloITSM Reviews ### 1. HaloITSM: Easy to Use, Modern Interface, and Powerful Tools in One Affordable Package **Rating:** 4.5/5.0 stars **Reviewed by:** KAWSER A. | IT Security Support Analyst, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 30, 2026 **What do you like best about HaloITSM?** HaloITSM is extremely easy to use thanks to its clean, modern interface and simple drag-and-drop workflow builders. It gives you all the powerful tools you need in one affordable package, without the technical headaches or hidden costs of other platforms. **What do you dislike about HaloITSM?** The platform has a steep learning curve because its deep customization requires a lot of manual configuration and "trial and error." Additionally, creating advanced custom reports often requires SQL knowledge, which can be difficult for non-technical users to manage. **What problems is HaloITSM solving and how is that benefiting you?** HaloITSM eliminates operational silos by consolidating fragmented tools into one unified, ITIL-aligned platform. This benefits you by automating repetitive tasks, which cuts ticket volume and significantly speeds up resolution times. ### 2. Highly Collaborative Halo Developers and Flexible Core Customization **Rating:** 5.0/5.0 stars **Reviewed by:** Amber H. | IT Service Management, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** April 21, 2026 **What do you like best about HaloITSM?** We’re able to work directly with the Halo developers to adjust how their core code works. They’re also very easy to collaborate with when we need additional global options. **What do you dislike about HaloITSM?** They’re still a relatively young company, so we don’t have many customers who have used them long enough to work through all the kinks or fully identify the opportunities. **What problems is HaloITSM solving and how is that benefiting you?** The cost is relatively low for the capabilities you get, such as CMDB, project management, and time tracking. ### 3. All-in-One, Easy-to-Use Platform—Though Ticket Writing Can Feel Long-Winded **Rating:** 3.5/5.0 stars **Reviewed by:** James W. | Service desk analyst, Higher Education, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account added to their profile **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** April 21, 2026 **What do you like best about HaloITSM?** It can be great at combining everything you may need such as a knowledge guide, the reporting, the ease of use and very quick to get to know the system **What do you dislike about HaloITSM?** It can sometimes feel very long winded when writing a ticket up and then keeps opening new tabs **What problems is HaloITSM solving and how is that benefiting you?** It's helping the ticket management and very easy to integrate use of teams chat to be able to contact the user in need of support ### 4. Efficient Ticketing System with Great AI Features **Rating:** 4.5/5.0 stars **Reviewed by:** Riccardo F. | IT Manager, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 27, 2026 **What do you like best about HaloITSM?** I like that HaloITSM was simple to set up and easy to use. It effectively logs all tickets from our employees regarding IT break/fix issues. Its AI capabilities are also a plus, helping us create documentation for common problems and figure out trending data, which enhances our workflow efficiency. **What do you dislike about HaloITSM?** I don't like that the resolution state going from pending to resolution requires some extra steps. I wish some items were more customizable in the program, especially how the ticket goes from cradle to grave. **What problems is HaloITSM solving and how is that benefiting you?** I use HaloITSM for our ticketing system to log all IT break/fix tickets from employees. It is simple to set up, easy to use, and helps create documentation for common problems. The AI helps us figure out trending data. ### 5. Easy Setup and Seamless Platform Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** sotiris s. | IT Manager, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 12, 2026 **What do you like best about HaloITSM?** integration with other platforms, eazy to config **What do you dislike about HaloITSM?** i would like more integrations, better knowledge base, easiest report generation **What problems is HaloITSM solving and how is that benefiting you?** incident management , project management ### 6. A User-Friendly Powerhouse **Rating:** 5.0/5.0 stars **Reviewed by:** Sayad H. | Head of IT Infrastructure, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 11, 2024 **What do you like best about HaloITSM?** HaloITSM manages to be both powerful and incredibly easy to use. It's a fantastic combination, especially compared to clunky ITSM tools of the past. Both technicians and end-users can navigate it with ease, saving everyone time and frustration. The extensive customization options are what truly make HaloITSM shine. We were able to tailor it perfectly to our existing workflows, eliminating the need to adapt to a rigid system. This flexibility is a game-changer for efficiency. The clean, modern interface is a breath of fresh air. It's a stark contrast to outdated ITSM platforms that felt like relics from a bygone era. This modern design not only looks great but also contributes significantly to the overall user experience. **What do you dislike about HaloITSM?** HaloITSM shines in so many areas, but one minor limitation to consider is the level of UI customization. While it offers a good degree of flexibility to adapt workflows, some users might crave more granular control over the interface itself. **What problems is HaloITSM solving and how is that benefiting you?** Our old ITSM platform was clunky and confusing, leading to frustration for both technicians and end-users. HaloITSM's intuitive interface makes it easy for everyone to navigate, saving us time and reducing errors. Technicians can now focus on resolving issues instead of wrestling with the system itself. ### 7. Beat them all! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 15, 2022 **What do you like best about HaloITSM?** I've tried many ITSM solutions before. Most were expensive, clunky, ugly and annoying to use. HaloITSM is the exact opposite. Looks sleek, it's fast, and it's constantly evolving. The technical support is excellent, and the developers listen to suggestions and implement them. **What do you dislike about HaloITSM?** Some settings are a bit hard to find, but I think that comes down to how much can be customised, so I would say that sometime HaloITSM is too good for...its own good! **What problems is HaloITSM solving and how is that benefiting you?** We use it to track incidents, change requests, knowledge base articles and assets. It allows us to communicate with customers effectively. As it's responsive and fast, the users don't waste time or get frustrated. ### 8. Outstanding service desk software that gets better with every iteration **Rating:** 5.0/5.0 stars **Reviewed by:** Mark D. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 20, 2020 **What do you like best about HaloITSM?** The product is simple to use, highly customisable and suits the needs of the business, rather than having to adapt our business to the way the product works. Support team are quick, responsive and very helpful and changes to the system happen on a very regular basis with new features being added and older ones being optimised. **What do you dislike about HaloITSM?** Sometimes it can be hard to work out where a feature sits and you end up having to contact support (who are always happy to help), new video tutorials are nice but there are not enough of them **Recommendations to others considering HaloITSM:** Give it a try and talk your requirements through with one of the account managers, if the features you need are missing, don't discount it - talk to them and you'll be pleasantly surprised at just what they can get added for you. **What problems is HaloITSM solving and how is that benefiting you?** Halo replaced our existing solutions and has quickly been positively adopted by the teams. It now acts as our central service desk for all teams, helped to introduce formal change management for our SOX adoption and manages all of our IT procurement. In total replaced six separate systems with one ### 9. Great product and seamless migration to the cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** December 14, 2020 **What do you like best about HaloITSM?** The best decision our business made was to migrate to the cloud version from on-prem. This was a seamless process with no pain at all. HaloITSM took care of the migration. We were forced to move because of the COVID-19 situation and remote workers. Halo ITSM are simply easy to work with and gives you results in a timely fashion. This product really helps our business monitor and achieve our SLAs. **What do you dislike about HaloITSM?** The old NetHelpDesk client. Every time an upgrade took place admin credentials were required to run the app. Also didn't perform well for remote workers over a VPN connection. **Recommendations to others considering HaloITSM:** If you are looking ticketing system, seriously talk with HaloITSM. Their customer service is exceptional and easy to work with. I believe the costing are value for money. This has a modern look and feel and will be customisable to any business. **What problems is HaloITSM solving and how is that benefiting you?** All of our emails throughout the business now come through HaloITSM. We are able to keep track, audit, report and use to make business decisions. We are a Manage Print supplier and use this as a ticketing system for our customers and engineers. Customers email, a ticket is raised and assigned to an engineer, issue resolved and ticket closed with SLAs so reporting each month. ### 10. Great service desk application **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** December 02, 2020 **What do you like best about HaloITSM?** Flexibility of the application, great support from the Halo team, Halo can also be used for other parts of our business. No limit to end users, Halo is smaller than some of its competitors so the service is much more personal **What do you dislike about HaloITSM?** I haven't come across anything I don't like about Halo, it all works like it should so have no complaints **Recommendations to others considering HaloITSM:** I would definitely recommend Halo, we did a bunch of demos for these kind of services and found Halos larger competitors to be lacking in flexibility and some of them wouldn't even do a 1 on 1 demo as they obviously dont value their customers enough to give a personal touch. We are always able to get hold of Halo support when we need it and have been able to do everything we have wanted to do within the confines of Halo **What problems is HaloITSM solving and how is that benefiting you?** The main problem we have solved is the managing of multiple shared mailboxes, we are also able to create forms on our portal for our customers to access **Official Response from Will Maciver:** > Hi there, thanks for the great review, we really appreciate it! ### 11. One of the best IT Support systems I have used **Rating:** 4.5/5.0 stars **Reviewed by:** Michael F. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 12, 2020 **What do you like best about HaloITSM?** Halo ITSM is very easy to use, configure and captures just about everything. We use it across all business functions not just IT so it covers a range of business functions. best of all you can move "tickets" across business functions, so no information is ever lost. **What do you dislike about HaloITSM?** would love to see a "loan" feature for IT assets that are handed out on loan. But this is not a critical function **What problems is HaloITSM solving and how is that benefiting you?** everything from general IT support to change management for IT as well as logging Quality Management issues, complaints & compliments and WHS activities. we have come to realise, if it needs to be logged even if it is not an IT issue, we can use Halo ITSM ### 12. Reliable, fast and a well rounded ITSM system, with excellent support team. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 20, 2020 **What do you like best about HaloITSM?** Very reliable and fast. HaloITSM is easily accessible from any internet based device. Easy to navigate and use. Easy to set up workflows. Most configurations are pretty straight forward and easy to get on with, even with a little training. It is very useful to be able to convert ticket types and to different workflows with a click of a button. Integration with O365 is such a useful add on. The Live chat function has proven to be such a useful too especially during the pandemic with staff needing to work from remote locations. User interface is awesome ie: the ability to The support team is readily available and quick to help with any issues or request. HaloITSM is a well rounded and modern ITSM system competing with the best in the best in the industry at an unbeatable price. **What do you dislike about HaloITSM?** Presently we are still on the old end user portal due to the chat function not available on the new portal. Being on the old portal limits the amount of features accessible including very old and dates user interface. I hope the new chat feature being developed for the new portal goes live as soon as possible so we can move off the old portal in order to utilise all the new functionalities on the new interface and for a better user experience. **Recommendations to others considering HaloITSM:** I will highly recommend HaloITSM. It’s is a reliable, modern and fully developed ITSM system. **What problems is HaloITSM solving and how is that benefiting you?** Inability for external customers to access the user portal. This has been solved since migrating to HaloITSM Inability for IT staff to access the ITSM system outside of the company network. ### 13. Transitioning to a modern ITSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Gregory C. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 20, 2020 **What do you like best about HaloITSM?** Easy to learn, build and setup. Friendly to use from an agent/analyst perspective. Lots of good options available on the system out of the box while also room for a lot of additional customization. Halo Support/Development team always willing to help and open to feedback/enhancements suggestion and with a relatively quick turn around when implementing new requested feature(s). **What do you dislike about HaloITSM?** A lot of options available but they are not always well explained / labelled within the tool. Since there is very little detailed documentation available for the tool you will need to engage your account manager or the Support team when you have questions as there is no reference source material available to find answers on your own. While always helpful it sometimes feels like there is a lack of framework, or maybe it's just experience, around key processes and interaction with their customer (i.e. release management). Current reporting / dashboard capabilities are a lacking compared to the competition. **What problems is HaloITSM solving and how is that benefiting you?** Provide a standard and easy to use (and deploy) solution to our IT Support teams in order to improve team work and efficiency on a global scale. Thanks to its strong points the tool was easily adopted by our teams and so we now have a much greater visibility on what is going on within our IT estate. From an IT service perspective it allows us to have a better understanding at what we are doing well and what needs to be improved. Finally from a Management perspective the tool gives an easy and instant view on teams activity and so help identify where further attention might be needed. ### 14. Excellent ITSM software that ticks all the boxes **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 17, 2020 **What do you like best about HaloITSM?** The scale of features will mean you never need to look elsewhere. Every thing we have asked for could be accomplished with the integration consultant. Anything that we suggested that wasn't yet a feature was added to the development cycle and introduced in a new release. We love the ability to be able to track conversations and also the alerting that we have setup ensure that tickets are resolved well within SLA. **What do you dislike about HaloITSM?** Some things can be a little complex to get working, but the support team are very helpful and always get issue resolved quickly. The fact the support team were using the system certainly helped. **Recommendations to others considering HaloITSM:** It is a great piece of software with excellent support. Make sure you consider it, you won't be disappointed. **What problems is HaloITSM solving and how is that benefiting you?** As a company we had a gap in our old system, in terms of engagement with our end users or customers. The biggest criticism we had was that staff didn't know the status of their ticket, or it was forgotten about entirely slowly ageing. With HALO, that all changed, staff were suddenly working with us to get issue resolved, with the service desk team able to keep staff informed of progress and delays with very little effort. Conversations were tracked where they weren't before. Technicians were using personal email to track email conversations and often would not know the current status of a ticket without trawling through weeks of emails. HALO stopped all that and instantly alerted the technicians to user response and extra information. As a manager i was also suddenly able to track response times and SLA effectively to report back to the management team. Our stats went from very poor due to lack of engagement from staff and technicians to excellent. ### 15. Excellent and easy to use helpdesk software that is very customisable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 10, 2020 **What do you like best about HaloITSM?** Came from solarwinds webhelpdesk and this blows it out of the water. Has a slick and modern interface and is very customizable. Their support team knows the product well and there are regular updates and new features. We now use it across 3 different teams and they love it. Reporting is good and the dashboards provide good insights **What do you dislike about HaloITSM?** Requires the use of SLA's if you want good reporting on timeframes etc. Not a big deal but can catch you out a bit if you're not used to using them Not really a bad thing, but the customization of the product can be a bit daunting at times. The support team always provide quick answers to where things are however and I wouldn't want it less customizable **Recommendations to others considering HaloITSM:** If you're looking to replace your helpdesk software, definitely look at the HaloITSM product. It's easy to use and very customizable and the support team are great **What problems is HaloITSM solving and how is that benefiting you?** Our existing helpdesk solution (solarwinds web helpdesk) had a very outdated interface that didn't allow for simple composing of emails with pictures inline etc. Halo does this very well and has transformed our perception of how easy a helpdesk solution can be to use. We've also added 2 other teams to the system and they have found it so much easier to manage requests. The feedback system has also provided us with good insights as to what our users are thinking of our service ### 16. Best solution with extremely quick time to value and outstanding ROI due to automatization. **Rating:** 5.0/5.0 stars **Reviewed by:** Saby (he/him) R. | Business Development Manager, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 10, 2021 **What do you like best about HaloITSM?** Ease of implementation and completeness of features, extreme value compared to what is out there. **What do you dislike about HaloITSM?** Not much, looking forward to more recognition as this solution is gaining traction. **What problems is HaloITSM solving and how is that benefiting you?** The possibility to have an affordable helpdesk and ticketing solution without the need for programmers. Time to value is very fast, and the learning curve is quite easy to master. ### 17. Excellent ITSM Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 23, 2021 **What do you like best about HaloITSM?** Ticket logging processes can be customised to make it more efficient without sacrificing ticket quality **What do you dislike about HaloITSM?** Unable to easily create customized dashboards **What problems is HaloITSM solving and how is that benefiting you?** Reduced ticket volume ### 18. Halo ITSM (and NetHelpdesk) **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 22, 2020 **What do you like best about HaloITSM?** We have had the cloud based portal, and the interface is very clean and intuitive. There have been numerous regular updates to improve the software.

We don't use many of the integrations as its still fairly new, but there are so many that could potentially improve our helpdesk as it grows.

Customer support is always very helpful, they usually respond the same day. We needed some customised reports for our Board, and Halo support had these ready for us the next day. **What do you dislike about HaloITSM?** There's nothing I don't like as such. Some of the options are tucked away and can be hard to find without looking through the knowledgebase or emailing Halo's support team. And the cloud solution doesn't have all the options that an on-prem would have but there are workarounds and updates to a lot of this. **What problems is HaloITSM solving and how is that benefiting you?** We have no real helpdesk solution, and we had Nethelpdesk set up by our IT provider. Just over a year later, we have had thousands of tickets from our end-users, can demonstrate our IT department performance through numerous reports, and keep adding functionality as we build our service portfolio. We have been able to separate our services out into different ticket types, enabling us to get more relevant information from the users first time, reducing our ticket resolution times significantly. ### 19. Excellent Service Desk Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 18, 2020 **What do you like best about HaloITSM?** The webapp is modern and easy to use, very customisable. Excellent and speedy support always on hand, updates are released often and bring new features all the time. **What do you dislike about HaloITSM?** We use Halo around the world and the translation on self-service is limited although not a deal barker for us. **Recommendations to others considering HaloITSM:** The product we used before Halo was very static and any customisation was difficult and very costly to implement. Halo is the complete opposite I would highly recommend for its easy to use and quick setup. **What problems is HaloITSM solving and how is that benefiting you?** Easy communication across a large IT team based around the world. Easy to use alongside an ITSM framework ensuring standards are maintained across our whole company. ### 20. Good quality and highly customisable ServiceDesk software **Rating:** 5.0/5.0 stars **Reviewed by:** Alistair T. | IT Support Manager, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 09, 2020 **What do you like best about HaloITSM?** Web interface is modern, efficient, and allows analysts and managers alike to accomplish what they need to quickly and in a visually appealing format. **What do you dislike about HaloITSM?** This is only a minor dislike - but whilst the web version is fairly new product and is regularly receiving feature updates, it seems that there is a new web release candidate every few weeks. Fortunately application in house of these is quick, and they could always be skipped if needed. **Recommendations to others considering HaloITSM:** Consider first your business requirements. Obtain the trial version, and put it through its paces with specific reference to your business requirements. Ask questions of the Support Teams at HaloITSM based on your specific requirements as likely there will be a solution. **What problems is HaloITSM solving and how is that benefiting you?** In over 25 years experience in professional IT, I've utilised many service desk systems. HaloITSM does the job efficiently and allows agents one view and managers another; thus maximising efficiency of the ITIL processes, and allowing appropriate ticket monitoring. ### 21. I've worked with Halo for 4 years I have always been impressed by their Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Philip W. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 08, 2020 **What do you like best about HaloITSM?** Halo have always been available at short notice to assist with issues or provide valuable advise. I see them as a business partner who help us achieve our business goals. Halo are constantly upgrading their product to include extra features and functionality. They are always willing to develop bespoke features and assist us to get the most out of the product. **What do you dislike about HaloITSM?** The older NetHelpDesk client application was a little cumbersome and slow to load over VPN. But the new Halo Web version is an impressive and versatile product **Recommendations to others considering HaloITSM:** If you are looking for a modern, sleek ticketing system that is easy to implement and administer then I would definitely recommend Halo ITSM. Their UK Customer Service is simply excellent and counts for a lot. **What problems is HaloITSM solving and how is that benefiting you?** With the Halo Web version changes and work flows are easy to implement. We are constantly tweaking and improving our ticket system to improve productivity and increase customer satisfaction. We have regular meetings to review progress with a roadmap of service improvements. ### 22. Easiest helpdesk to pick up and use, with very helpful staff **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 23, 2020 **What do you like best about HaloITSM?** Ease of use, I have non-IT people using the system and they have found it very friendly to use. **What do you dislike about HaloITSM?** System adds all the addresses in the To field of an incoming email to the ticket. Takes 2 seconds to remove the extra email addresses. **What problems is HaloITSM solving and how is that benefiting you?** IT support issues and General business support issues ## HaloITSM Discussions - [What is HaloITSM used for?](https://www.g2.com/discussions/what-is-haloitsm-used-for) - [View HaloITSM pricing details and edition comparison](https://www.g2.com/products/haloitsm/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-29+16%3A54%3A35+-0500&secure%5Bsession_id%5D=07eb66d9-5579-497a-a01c-92382082d819&secure%5Btoken%5D=ce7efe2554a26df94e1b5d4039ec247a316c657245637c5da52b432dd397087c&format=llm_user) ## HaloITSM Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top HaloITSM Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,311 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (245 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (961 reviews)