HaloPSA Pros and Cons

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.