Lots to configure, easy to implement.

Integrates with everything.

Streamlines our entire workflow, as a daily driver this works.

Strong documentation for initial configuration and best use case scenarios.

Everything is unlocked out of the box no need to buy addons to integrate fully with Quickbooks/Xero

Our account manager and onboarding contacts are always quick to reply and push along a request.

Shout out to Tim Lippa for going the extra mile for making the whole experience a great one. Review collected by and hosted on G2.com.

Lots to configure.

Integrates with everything.

I find myself scouring for obscure integrations just to see how it integrates.

The ability to boil a smart kettle depending on agent calendar is a dangerous beast. Review collected by and hosted on G2.com.

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.

The high level of customization also means you should expect a longer onboarding process than with competing products.

While they've improved their documentation, no master user manual breaks down every small check box or option and its outcome. A full-time person dedicated to documentation would be a significant win for Halo and customers! Expect to work with the onboarding team to gain this understanding and tweak the system where you need it to be. Review collected by and hosted on G2.com.

The amount of customisation that can be had with HaloPSA is unreal, however the deeper the rabbithole and longer it takes. Review collected by and hosted on G2.com.

Documentation hasnt kept pace with their develiopment and us such alot fo the docs are outdated. Review collected by and hosted on G2.com.

before you even click on a ticket you've got everything you need right there. Review collected by and hosted on G2.com.

the tabs in each ticket are a little out of order. Review collected by and hosted on G2.com.

Great support from the Halo team, meaning queries are generally replied to ver quickly. In some instances, the software hasn't quite done what we required, however the Halo support team have been able to make suggestions or modifications to make this work to suit our needs.

Software is quite customisable Review collected by and hosted on G2.com.

The Halo knowledge base is quite limited, with only the basics from within Halo itself covered. However, the support team are happy to fill in the gaps via email or telephone. There was some confusion during initial sales, and some features we required were unavailable once we went live, however the developers were able to make modifications so our required functionality was available after a few emails. Review collected by and hosted on G2.com.

You can make the platform whatever fits your organization best! We plan to completely roll it out in Oct! Review collected by and hosted on G2.com.

There are so many options that sometimes it is hard to create things to be what you want within your organization. Review collected by and hosted on G2.com.

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.

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.

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

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

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.

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.

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.

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.