HaloPSA Reviews & Product Details

HaloPSA Overview

What is HaloPSA?

HaloPSA is a single,all-inclusive solution,designed for MSPs.HaloPSA gives you the power to manage your comprehensive service desk with powerful ITIL aligned out-of-the-box functionality. With an integrated PSA platform you will experience features such as time-tracking and billing,advanced reporting, asset management, remote access, seamless integrations, automation tools and more.Tailored to your requirements with an intuitive UI,you can remedy your client issues with an unlimited PSA solution

HaloPSA Details
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Product Description

HaloPSA is a single,all-inclusive solution,designed for MSPs.HaloPSA gives you the power to manage your comprehensive service desk with powerful ITIL aligned out-of-the-box functionality. With an integrated PSA platform you will experience features such as time-tracking and billing,advanced reporting, asset management, remote access, seamless integrations, automation tools and more.Tailored to your requirements with an intuitive UI,you can remedy your client issues with an unlimited PSA solution


Seller Details
Seller
Halo Service Solutions
Year Founded
1994
HQ Location
Stowmarket, Suffolk
LinkedIn® Page
www.linkedin.com
32 employees on LinkedIn®

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HaloPSA Reviews

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AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We have gone through several different tickets solutions for our MSP business as they are extremely rigid and can't be customised. With Halo, it can be customised to do everything you need it to do. The possibilities are endless as the support team are fantastic and they will implement what ever you need.

We couldn't live without Dashboards and we now have 3 large screens in the office displaying data on tickets, deliveries and now projects. Stop wasting your time on other solutions. Review collected by and hosted on G2.com.

What do you dislike?

Some functionality still only available on the legacy Windows program but with every new update more and more is coming across. We are just waiting for Xero integration to be moved across and then we will not use the Windows app. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We had data in several different systems that didn't talk with each other. With Halo everything talks to each other with interactions and customisations. Everything is automated. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Fast, clear and easy to navigate. Works on any device. Review collected by and hosted on G2.com.

What do you dislike?

Still waiting for full integration with Sage acccounts. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Having been a long term user of the Windows client the help desk software has become a key part of our business for management of customer support requests and billing. The Windows software got the job done but it wasn’t the most modern piece of software - the new web client has transformed our experience. It is faster and far more intuitive. The support team are always on hand to resolve any queries, and despite this being a rapidly developing product we’ve found hardly any bugs at all - it just works!

Almost all of the suggestions we’ve put forward to improve the product have been adopted.

Our new team members take to it very quickly and the management team find it easy to keep an eye on open tickets to make sure we are delivering our usual high levels of service,

If you’re looking for help desk software I strongly recommend that you give Halo a test drive, you won’t be disappointed. Review collected by and hosted on G2.com.

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Response from Will Maciver of HaloPSA

Hi Mark, thanks for the fantastic review! Glad to hear you are enjoying the Halo web application . We expect to have the Sage suite integration ready by the end of 2020, please reach out to our team if you need further details on this.

Network Operations Centre Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The system is feature rich, and although it's not a turn-key solution, it doesn't take many tweaks for it to be a setup in a way which allows you a very quick ROI.

Configuration from within the Web App is relatively straight forward, and on-boarding new clients takes less than an hour for a full setup and asset CMDB import once you've got the knack of things.

Workflow management is also very good. We have multiple Change Management workflows depending on who the client is, what type of request it is, what CAB it should go to etc.

Their support is one of the most responsive teams I've come across from a SaaS provider, and no matter who you speak to they are all extremely knowledgeable about the platform and able to assist with even the 'out of the box' ideas.

In addition, there are constantly updates to the platform to improve and add features. The fact that their development team are willing to listen to ideas for future releases is also great - not many companies actually listen to client feedback even though they may market that they do! Review collected by and hosted on G2.com.

What do you dislike?

There are still a few legacy features in the Windows Application, but in the c.14 months we've been using the product around 60% of them have come across to the Web App.

Although there are lots of reports built in to the system, there is a requirement for SQL skills in order to create them yourselves. You can ask for the support team to create them, but it would be great if you were able to create your own reports & filter criteria from a GUI instead of having to code the report. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's definitely worth looking at no matter if you are looking for a basic Ticket management tool, or full ITSM capabilities Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our previous tool was very clunky, and it felt like you were continually clicking things but not actually getting anything done. Halo is very streamlined, and we've already seen a significant improvement in efficiency by being able to automate a lot of the tasks that previously took time.

The Change Management functionality allowed us to move away from an old, inefficient process to one that is managed from within the same platform where engineers resolve tickets. This coupled with a report to show how many changes have been processed each month gives greater Management Information than we previously had. Review collected by and hosted on G2.com.

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Response from Will Maciver of HaloPSA

Hi Tom, thanks for the excellent feedback, we really appreciate it. We are actively looking at making our reporting suite much more user friendly later this year, so please keep an eye on the release notes or feel free to reach out to our team if you have any questions.

Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Support has been great as was on-boarding compared to rivals with actually coming to our office for a day and working with my colleagues. The new cloud version's interface is really good and clear and in improvement on the older windows version. It feels fresher and easier to see what is going on, especially with tickets/incidents which is where we mainly work. They are also responsive to questions and suggestions and the software is continually being developed and updated so you feel new features are coming out at least quarterly and that you are not just working on a dead or neglected product as you can with other systems. Review collected by and hosted on G2.com.

What do you dislike?

As my title hints at, there are lots of things in HaloPSA that we don't know about. I've checked back on my emails and I don't see a monthly or weekly bulletin being sent to me that could inform me on sections of Halo (that I probably don't use but could possibly help me). You could theme each month to highlight a section, have a top 5 "most asked questions this month". Everyone in business that I know about still uses email and they don't necessarily use Facebook or Twitter or go to websites to get news on their company software. This isn't a massive negative but could be a great positive. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Speak to them! They are very helpful. Get a demo and push a bit as they are willing, flexible and accommodating. It is at least as good as anything else out there but their human side really makes a difference. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Easier ticket creation and monitoring. Great "Unassigned" area to see what's needs putting where. Visual indicators in most places to give quick view on situations without having to drill down in to tickets. More clarity in ticket conversations with customers. Review collected by and hosted on G2.com.

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Response from Will Maciver of HaloPSA

Hi Nick. Thank you very much for the in-depth review! We really appreciate it. We are actively looking at producing a regular product bulletin like you suggested as we think this will be a great addition to our service. Keep an eye out as this should be ready soon.

Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The latest release of Halo has taken away the need to have an application installed locally on your PC, making the application truly capable across multiple platforms.

The application is completely customizable allowing you to adapt it to suit your requirements.

Unlike many other HelpDesk applications, the team at Halo are keen to continue the development cycle, pushing to improve and evolve their application providing more integration with third party applications each time. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes the customization requires assistance.

Some of the screen layouts could be improved, but I guess this will happen as the application evolves.

I would like to see more integration with third party applications. I know the team are already working on this ! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Having used Halo and it's previous product for so long, I think we forget the issues we have resolved. For one, the clients can see how many tickets they have raised, as well as response times.

Another benefit is the ability for a technician to see what issues have been resolved recently by other technicians for the same customer or end user. Review collected by and hosted on G2.com.

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Response from Will Maciver of HaloPSA

Hi Joel, thanks for the great review! Thanks also for the product feedback, please do let the Halo support team know of any improvements to the interface or integrations you would like added in. As you mentioned we are more than happy to help improve the user experience!

Techneut/Eigenaar
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The flexibility and the support. In the 2 months we've been using it so far we've already offered a couple of improvements to the product which they greatfully accepted and added to the product, which is now benefitting other customers too! Review collected by and hosted on G2.com.

What do you dislike?

You do notice that they transitioned over from an old .NET application. But they are working on turning it all into SaaS. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My MSP business has the need to have everything in one place, so that everyone knows what is going on at any time. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Halo is fast - like really fast. Clicking between tickets/areas is very fast and smooth, which makes working in the system a breeze. You never feel as though you are just sat waiting for it to do something you've told it to do. Review collected by and hosted on G2.com.

What do you dislike?

The lack of a mobile app - I am aware it's in the development roadmap, but it would be great to have their modern UI brought over to a new mobile app, which would allow engineers to sign site visits off etc, as well as just closing off tickets when they're on site. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Get a trial, and then speak to their implementation team. The product can be a little confusing/overwhelming if you don't have someone to talk through the basics with you. But this is a good thing, as it means it's very powerful. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We integrated our phone system with Halo, which meant we are now capturing far more of our engineers work. We are looking to integrate our RMM as well to get all of our alerts centralised.

The reporting in Halo is also fantastic and we've used this to predict demand over the year, allowing us to understand our busy times much better. Review collected by and hosted on G2.com.

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Response from Will Maciver of HaloPSA

Thanks Robbie. We are currently optimising the HaloPSA web app for mobile browsers and will be rolling out some great improvements shortly. Long term we are going to focus on building a native mobile app so stay tuned to our Roadmap for further updates.

Technical Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

A very feature-rich PSA that's highly customisable. The modular design of the product is great, as it allows you to disable features at the start, and build into them at a later date as/when you require them. Perfect for a growing MSP's that wants to start out small, but also know the product will equate for their needs in the future. The UK based support team is excellent and very helpful when assistance is required. Fantastic roadmap for future features that will be beneficial to MSP's. Review collected by and hosted on G2.com.

What do you dislike?

Whiles the product out the box does contain some pre-made workflows/templates, I wouldn't say the product is a turn-key solution for most and does take time to learn and configure the product, however you will reap the rewards if you do so. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

None currently Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Because this software is continually evolving it is extremely flexible in getting it to do exactly what we want

Any support required is extremely responsive and of a high level and escalated quickly when an issue cannot be fixed immediately

Issues are easy to see in a compact dashboard and sla's are visible all in one place Review collected by and hosted on G2.com.

What do you dislike?

Whilst we have been using this there have been no real issues Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Seeing all technical tickets easily in a single dashboard and managing workflow much more efficiency Review collected by and hosted on G2.com.

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AT
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Key for us has been the ability to work closely with the HaloPSA team to influence the development of the product. Equally important has been the opportunity to work directly with developers to tailor the product to our specific requirements with the assurance that costs will not spiral out of control. Implementation of the product has enabled us to work in a more structured way and ultimately to provide a better service to our customers. Review collected by and hosted on G2.com.

What do you dislike?

It would be useful if the product could be configured so that it integrates more fully with our phone system so that we could produce call stats reports directly from HaloPSA rather than having to use third party software to do this. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

HaloPSA has enabled us to on-board additional customers without having to proportionally increase our staffing levels because we are able to work in a more effective way, taking advantage of features such as canned text. As our customers needs have changed we have been able to harness the flexibility of HaloPSA to capture additional information and to amend reports as required. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

A very flexible system which can meet with bespoke contract requirements whilst being user friendly. Halo support is very good and we have not had any issues getting help when we require it. Review collected by and hosted on G2.com.

What do you dislike?

I dont dislike anything about the latest web based version of halo Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are achieving better contract management & better visibility across our portfolio of clients and how we are performing for our clients. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

We've been using Halo (formally NetHelpDesk) for almost a year and in that time it has made excellent progress in terms of functionality & features.

Firstly, the main drawcard for us was that Halo looks fresh. While a lot of other PSA's on the market are old & clunky looking, Halo is what the future looks like. Well laid out, easy to follow the flow of information and extremely responsive. So much so, that there's no real need for a mobile app since the browser version works fine on mobile resolutions.

Support has been excellent and extremely responsive, something that can't be said for other competitors on the market. The development cycle is also very aggressive, meaning new features are being rolled out nearly every week and bugs actually get fixed. There's also no pressure to upgrade to new versions either, you have complete control over the upgrade cycle.

All in all, very happy with the product and looking forward to seeing it get better with time. Review collected by and hosted on G2.com.

What do you dislike?

There is a bit of a learning curve and while there is some documentation, some aspects could be covered in more detail, such as "this setting does this" rather than general setup guides.

Some features are still being migrated into the new version and are only accessible via a windows app. Not a huge inconvenience, however something to keep in mind if you use more than one machine. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The main choice for us choosing it are the integrations between our RMM tool (Solarwinds) and accounting package (Xero). Being able to generate tickets based on RMM alerts, log time against them, and then turn those tickets into invoices was ultimately what we wanted and Halo ticks all those boxes.

Having all these integrations available for free is an added bonus, since some competitor products charge more for integrations into accounting software. Review collected by and hosted on G2.com.

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Response from Will Maciver of HaloPSA

Many thanks for the great feedback Clive. We are always looking to improve our online documentation and will expanding this in the near future.

Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The functionality of this product is amazing. We service multiple companies from our helpdesk and have used ConnectWise for many years at stupid money. We have lost NO functionality and have a solution that is far easier to use than the old Connectwise dinosaur. The support has been fantastic and cannot be faulted.

On face value, HaloPSA looks very basic (this is by design to keep usability easy) - when you scratch below the surface it seems that there is nothing it cannot do!

In these troubled times, we are all looking for more cost-efficient ways to operate. HaloPSA has provided that for us and cannot believe how simple it is to use compared to what we have had in the past.

Highly Recommended!! Review collected by and hosted on G2.com.

What do you dislike?

Needs more work on documentation of features but the excellent support more than makes up for this. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it!! you will never look back!!! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Complex helpdesk workflows, team management and problem management. At the same time about 1/4 of the price of ConnectWise. Review collected by and hosted on G2.com.

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Response from Will Maciver of HaloPSA

Thanks for the great feedback Alan. We are always looking to improve our online documentation and will expanding this in the near future.

Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Flexibility and the depth of choice . Review collected by and hosted on G2.com.

What do you dislike?

No Real Issues . Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Very comprehensive support system to control and manage service requests and customer assets - excellent technical support - we only use a fraction of the capabilities of a system which has much more to offer.

Would definitely recommend Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer communication and service control Review collected by and hosted on G2.com.

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AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The speed of the system is fantastic and is very simple to use. Review collected by and hosted on G2.com.

What do you dislike?

The reporting functionality appears to be very powerful but i do not yet know how to edit existing and create custom reports. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Would recommend to anyone coming from a bespoke ticket system or even something like connectwise as i find it easier to use and faster to work with. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Reduced time to resolution for our customers and better collaboration accross teams. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

How responsive the software is and the fact that it is always moving forward in terms of improvements. The team also take on requests for new functionality and many have been included in the standard product Review collected by and hosted on G2.com.

What do you dislike?

The fact that certain functionality in the Windows App has not been reflected in the Web App Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We run an IT Service Company ERP help desk using HaloPSA to support 90 customers. We now have a database of knowledge and a sources of call numbers /KPIs which enable the management of support more effective Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Ease of use, all modules included. Cost. Ticketing system is excellent, billing module likewise. Review collected by and hosted on G2.com.

What do you dislike?

Not all modules in new UI yet, but will be. SQL skills required to write custom reports. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We looked for one product to amalgamate all of our separate existing systems, HaloPSA gave us this feature set from the start. We reviewed many, but most were cost prohibitive. HaloPSA has simplified and standardised our working practices. Review collected by and hosted on G2.com.

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Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Intuitive UX with impressive logic allows for a great overall experience. Integrations are fantastic, as is support. Highly recommend. Review collected by and hosted on G2.com.

What do you dislike?

Some business modules require manual workflows, however there are regular releases that are improving this. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ticket management and integrations into AAD/AD, Teamviewer allow us to manage everything from a single pane. Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The dashboards give a great snapshot of how the team are doing. They're highly configurable so we can easy tailor them to meet our needs. Review collected by and hosted on G2.com.

What do you dislike?

Reports/ widgets can take a little time to set up/ configure. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Wanted real time reporting on how we were tracking against contractual SLAs and overall team performance. Review collected by and hosted on G2.com.

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