What do you like best about HaloPSA?
We are an MSP of 5 agents supporting around 40 customers ranging in size from 10 - to 150 users. We initially looked to switch ticketing systems to address clients' compliance needs but didn't realize how impactful the change would be for us as agents and our business's day-to-day management and growth potential.
We moved to Halo from N-Able's MSP-Manager solution. We tested what felt like every available ITIL-aligned solution on the market. Most were targeted at SMBs and enterprises and not MSPs supporting multi-tenant environments or with complex billing requirements. While many larger platforms support the ITIL foundations around self-service, change management, incident management, escalation, etc., few systems I've seen have an ethos of continuous improvement, like Halo. They release updates at a weekly clip, and these are not just minor tweaks but full-fledged feature add-ons, integrations, etc. This has spilled over into our team, and we feel empowered to approach our work with this same mindset.
Halo is a very customizable ITSM sandbox. Almost everything within the system can be tweaked, changed, or modified to match your needs. Don't like what something is named? Change it. Want to automate a process? Create it.
The action and information-oriented workflows make it easy for agents to work any ticket for any customer. Halo also meets us where our customers are. Many of the ITIL functions of other systems are not friendly to small SMBs who may want to track Change Requests or Major Incidents but don't require a massive series of documentation or approval sequences. Halo allows us to tweak these workflows and outcomes at a customer level and ensures a "just right" experience.
The day-to-day ticketing experience pulls all of these customizations into a central hub of information, creating actionable insights for your agents as they solve customer issues. I'm not sure enjoyable or fun would ever be the right word to describe work, but using Halo is never frustrating, and it feels like everyone on our team's quality of work has improved simply because of how the system functions. We've also seen our active queue decrease by about 30% because we can easily assign, track, and close tickets.
Halo's support and professional services team understands the product and your needs as a business and will work with you to guarantee the configuration meets your expectations.
Our customer's comments from day one have all been highly positive. We see that the system enables a level of collaborative support that we previously didn't have nor realized we needed to improve. This is especially important as we follow the industry trend and have more and more co-managed customers, where our coordination with their in-house IT is key to the relationship's success.
My original review called out issues with the ticket timer. Halo worked with us to address the issue.
We are very happy with this product and its impact on our business. Review collected by and hosted on G2.com.
