Halo Service Desk Reviews & Product Details

The thing that stands out when you first open Halo is how neat the user interface is, very intuitive and easy to navigate which allows our agents to quickly familiarise themselves with the software. Halo is highly configurable with a large range of customisable features and options which allow us to tailor the software to our specific needs for both internal and external customers. The Halo Support team are friendly, very helpful and responsive to any queries. The numerous integrations to work with related products are readily configured through the UI, or for more advanced integration there's an API which is perfect for delivering more detailed functionality to our end users.

In addition to the ticket management, we also use Halo for resource/asset booking for various rotas, desk, room, and vehicle bookings and coupled with the Halo API it's easy to embed an iframe to display absolutely any information direct through a service in the portal. This is a very powerful mechanism which allows highly customisable formats to be displayed such as image maps, calendars, graphic and tabular information which is highly effective and simplifies interaction for our more complex processes.

We make extensive use of the asset catalogue and when integrated with the imported user list we can easily track our assets across the organisation. Integrated with the ticket rules, workflows and routing available, this makes processes such as leaver and new start management straightforward, with automation in the workflows being used to notify the necessary staff at appropriate times.

Most of our functionality is based around the service catalogue within Halo and we use this to deliver our services to the end user through a hierarchical tree, making service selection a simple and straightforward process. This can be further customised through the interface using user access permissions on a per service basis alongside the readily accessible "Custom CSS" option from within the configuration section of the software. Review collected by and hosted on G2.com.

There's not much to dislike to be honest as there always appears to be a solution within Halo that can accommodate our needs. Perhaps the one thing is that finding the necessary configuration item can at times be quite challenging but support from the Halo team is always very responsive if you're stuck. Review collected by and hosted on G2.com.

The Halo Service Desk offering is both simple and effective, which is very rare for Service Desk software. As a new company, we looked for software that would meet our needs and reflect our growth in its capability; Halo Service Desk does this.

It's simple and easy to use for agents and complements our offering to our customers.

The configuration is critical and enables us to adjust and customize to suit demands placed on a new company. Review collected by and hosted on G2.com.

There a lot of features that Halo Service Desk covers and the guys at Halo are constantly making enhancements and improvements but the documentation is sometimes unclear or unavailable straight away which can be frustrating Review collected by and hosted on G2.com.

Halo Service Desk is a great system to have due to it is very flexible and easy to use. The system can be personalise in every way such as creating unique tickets, setting up schedule tickets. There is many features you can integrate with the system such as SCCM, TeamViewer, AD and many more useful thing you might need. It also ITIL ready when it is installed. Review collected by and hosted on G2.com.

There isn’t really thing I dislike about the software. The one thing I might mention is that in assets there doesn’t seem to be a function for Dynamitic fields but this is a very small thing. I also would like to say I haven’t contacted support about this yet so this could be possible but I have just missed the option. Review collected by and hosted on G2.com.

Simple interface for agents to use. Easy to configure and reconfigure on the fly. We can implement new workflows, add departments, queues and processes as and when required. Integrated dashboards provide a window to current department and ticket status easily. Multiple features within one product simplifies multiple departments working together with knowledge base, software release notes, etc. Support has always been good during office hours. Review collected by and hosted on G2.com.

Reporting is SQL only. Very heavy reports or running many reports at the same time can also slow down the system significantly or fail to generate. Settings are currently not searchable so finding the exact toggle required can be cumbersome, some additional settings are missing from the web app requiring support assistance to change on the back end server. Permission levels are quite basic. Review collected by and hosted on G2.com.

Halo allows for transparency and is a manager or supervisors friend! I am able to hold agents accountable for their actions as I can see everything that is being done throughout the day per team, per agent, etc. Review collected by and hosted on G2.com.

I thought the reporting would be more specific to what we need and ready to go. I have found out by working with our representative that they can be customized to show anything you would ever want to see, you just need to know what you are looking to get out of the report. Review collected by and hosted on G2.com.

Ease of use, many different modules, management of content Review collected by and hosted on G2.com.

Development process/lead times/release notes, upgrade process, and as we use the web app the fact we have to accept changes within upgrades that are not suitable for ourselves. Also, the inbuilt reporting is a little basic. Review collected by and hosted on G2.com.

Since implementing Halo Service Desk we have been able to achieve many business goals and embed services such as change control very easily. The software itself is very easy to use, especially with the automation rules this has saved us vast amounts of time on administration. Honestly is fantastic software. Review collected by and hosted on G2.com.

Wish the projects feature was a bit more bulked out, for instance having a project tracker or GANTT chart feature to plan projects and programmes would be very helpful. Documentation not always up to date.

Also an overall budget tracker would be a huge benefit Review collected by and hosted on G2.com.

How configurable the system is so it can be configured to our business needs. Review collected by and hosted on G2.com.

The reporting on the system has to be setup via SQl Review collected by and hosted on G2.com.

Intuitive Service Desk tool for all engineers of all levels and non technical Service Desk Ticket Administrators. Streamlining many Service Desk processes and providing immediate service desk status for management via Dashboards. The customisation to fit out business rather than just an 'off the shelf' product is fantastic. Would highly recommend. Review collected by and hosted on G2.com.

Some functions still to come across from Windows Application to Web Application but this is already being worked on so expect this to be a non issue in the very near future. Stock system is not available yet which would make assigning items from stock to a ticket great, again a system that is being developed so hope this to be a non issue again soon. Review collected by and hosted on G2.com.

NetHelpDesk is cloud based, so the website is completely fresh and with a very smooth synchronization. The user interface is easy to use and configuring it is very simple, so you can customize it to your liking. Another feature that I really like is that it is possible to integrate other applications using its API and automate certain tasks in our organization. Review collected by and hosted on G2.com.

The documentation found on the website is from previous versions and differs from the latest version. Recently I wanted to carry out a configuration with the help of the user manual, but I could not find the options because the document is outdated. Similarly, his support team helped me solve the setback. Review collected by and hosted on G2.com.