HaloITSM

Vorteile

It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.

Nachteile

With it having such a WIDE selection of features, the issue I found is that the configuration is very complex, sometimes takes a moment to figure how to change a setting.

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Gründe für den Wechsel zu HaloITSM

Vorteile

- Ease of use.
- Check users and agent details in the same page
- Real time notifications
- Asset management
- Integrated KB
- Launch chat or email with the user.

Nachteile

Reporting / Analytics could be better for the agent. At the moment, we have to ask our Halo administrator.

Vorteile

User friendly, easy to navigate, straight forward

Nachteile

You kind of have to know where to click to see the newest tickets.

Vorteile

At the heart of the halo service is the user experience. I think it’s customisation, ease of use and continual addition of new and improved feature sets are what makes Halo stand out from the rest. Many alternatives that we have tried resulted in us trying to work around the product, but with halo it truest does get tailored to your business needs. Best of all there’s always something new to implement to improve your service.

Nachteile

As with all software there are features missing we would like, however I don’t consider this a con as Halo are always open to suggestions and implement requested features on a regular basis.

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Warum HaloITSM gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu HaloITSM

Vorteile

The software is much more modern looking then some of the competitors (Topdesk, Sysaid etc), meaning its easier to work within for long periods.

The use of workflows means most things are possible.

Support are generally good in replying quickly.

Nachteile

Reporting could be easier with drop down selection of fields, instead of having to use SQL from scratch.

Automation of asset creation from a client installed on PCs would be good.

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Warum HaloITSM gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu HaloITSM

Vorteile

Halo is the first service desk/ticketing software that I've used in my almost 20 year IT career that I can honestly say I LOVE. Implementation was the smoothest I've ever seen. Our rep is fantastic and responsive to any of our needs. I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy. I use it everyday and I've recommended it to other IT contacts who I know are struggling with other IT ticketing solutions. Hands down the best!

Nachteile

It's hard to say anything bad about it. I'd love if the knowledge base was a bit more robust, like having a life-cycle for articles, being able to truly have an internal KB for agents that could also have FAQ lists, and maybe some extra security options for who can see some of the KB articles on the end user side (restricting something to say, managers only or an AD group or something like that).

In Betracht gezogene Alternativen

Warum HaloITSM gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu HaloITSM

Vorteile

The ease of implementation, and the telephone support

Nachteile

Nothing particular. We don't use all of the features we could, which can be frustrating

Vorteile

NetHelpDesk (specifically the web app variant) is a slick, modern and powerful ticket management system, unlike the vast majority of its competitors it has a very clean interface, which in turn is customization. It's the fastest ticketing software I've ever used, at least in the cloud based environment. Customisation was a breeze thanks to the very knowledgeable and helpful consultants who were sent to our offices for the initial configuration of the system, they gave great advice and made understanding how the configuration sat together a breeze.

Nachteile

For the most part the system is excellent, a few small cons:
Configuration can be quite repetitive, as the solution is primarily rule based, so you find yourself entering lots of rules which are slightly different from each other, if at any point you decide to overhaul something like your priority matrix, but with a little thought during implementation, you should only need to do this once.

Vorteile

Easy to use and manage IT tickets. UI is okay, not too fancy and not too dull.

Nachteile

Sometimes the software takes time to load and function properly.

Vorteile

es una herramienta que te va a permitir gestionar solicitudes de soporte en todo su rango de operacion generando una facilidad y agilidad excepcional

Nachteile

Si so se ha trabajado antes con plataformas de ITSM puede llegar a ser complejo entenderla y requerira capacitacion del producto para pdoer aprovechar al maximo los beneficios o funcionaldiades que esta posee

Vorteile

- efficient incident management- nice custom integrations - asset management is easy to use - automation and reporting were proving to be very helpful for our team

Nachteile

We do not have any cons but would like to see what future updates they make to the system going forward.

Vorteile

Su gran catalogo de caracteristicas y funciones brindan una experiencia sin igual.

Nachteile

Teniendo en cuenta la gran cantidad de herramientas no he encontrado defecto alguno.

Vorteile

Su personalizacion, facilidad de uso y demas dan una experiencia inolvidable.

Nachteile

No tengo quejas, me gusta mucho esta aplicacion.

Vorteile

Ease of useFlexibility and alterability of the whole toolEnd user portal

Nachteile

There is a LOT! of items you can configure, which can be a bit daunting at first. But it makes sense eventually.

Vorteile

Excellent onboarding process, and access to an excellent support that really ensure we where able to launch the service desk with ease and continue to add new features to our users as adoption increases. there are new features regularly added to the system too. The Licensing model is plan simple and fair, you get access to everything per agent account ... no bolt on or upgrades need so active more modules as you mature

Nachteile

Asset Management is a relatively basic however integrates well with other modules, I would say I am comparing to dedicated Asset Management products

Vorteile

I can not rate this product highly enough; the software has come on leaps and bounds since I first started using it and arguably the most noticeable improvement is the optional to use swish web interface which is easy on the eye, performs quickly and is fully customisable to your brand, colour schemes etc. The simplicity of the application is also incredible and actually improves the user and admin experience tenfold.

Nachteile

The only negative I have at present is that not all functionality in the NHD client is available in the Web Portal - however this is on the development roadmap and will be imminently factored in. There is also a seemingly over complicated way of managing incidents that require different ticket templates to follow a incident > major incident > problem format rather than a more simple work flow trigger that could start this process for you. However this is more a lazy comment than anything else.

I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee! However that being said, I have such confidence in the capabilities of the NHD team; I would bet it will make me a coffee in a future release!

Vorteile

The ability to easily pullout reports even when they is alot data to export

Nachteile

Nethelpdesk software one cannot be able to randomly search a ticket using key words that were used by the client when logging in the site

In Betracht gezogene Alternativen

Warum HaloITSM gewählt wurde

Gründe für den Wechsel zu HaloITSM

Vorteile

Lots of options to configure the tool easily by non-technical people. Easy for us to maintain without recourse to developers.

Nachteile

Doesn't do everything that we want, but that list is very small and we have the option for dev if we wish

Vorteile

We have been using NetHelpDesk for two years now and have been extremely pleased with its performance
and reliability over this time. It is very easy to use with a very user friendly interface that is adaptable to suit our needs.

The reporting function is also simple to use and you can create your own bespoke reports.

Nachteile

Can look to be a little bit overwhelming at first.

Vorteile

Easy to navigate through menus. Quick and responsive. Excellent customer support.

Nachteile

Occasionally some reporting and features would break after scheduled updates to the platform.

Vorteile

The software is really easy to use. Agents and users love the software. The customisation is really easy once you receive training on the system. We have managed to port over and improve our processes since we migrated to HaloITSM. They are really easy to work with and open to hearing any ideas you have for improving the system.

Nachteile

I think the reporting could be improved. The system can provide great reports but you need a working knowledge of SQL to write reports. Halo do provide a report writing service as part of the contract which is really good. This does help a lot, but if you need to get some info from the system on the fly, it is difficult to do.

Vorteile

Ease of use, Constantly evolving ITIL compliant service desk. Stable platform. Recently moved to the web interface and all the team are finding it extremely intuitive to work with.

Nachteile

Very little, other than limited native integration with other products that we utilise.

Vorteile

Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries.
Automatically logs tickets direct from email.
All contact with the customer can be done direct from the ticket meaning there's a full audit trail throughout the life cycle of the ticket.
Easy to allocate and re-allocate tickets to different teams and staff.
Great reporting functionality.

Nachteile

The technicians stats don't update immediately when you access the stats function - you have to wait a few minutes. It would be good if these refreshed on access.

Vorteile

As part of trying to bring our IT service desk forward we decided the first step should be to find a new ticketing system that suited our needs.

After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies. There were certain integrations which we required that NetHelpDesk did not support out of the box, but they quickly developed a package that was perfect for our needs and now is a crucial part of the working system.

NetHelpDesk has increased our efficiency as a Service Desk exponentially and allowed us to streamline our process with regards to incident management creating a better relationship with our users. Thanks to NetHelpDesk the time to log a single phone call has gone from around 5 minutes down to roughly 30 seconds! We now log roughly 11,000 tickets a month with ease!

Our agents find the NetHelpDesk system easier, faster and more intuitive than the solution we previously used.

Vorteile

We had to make a quick switch from our old help desk software to Halo. When we looked at the functionality that we needed in Halo nothing was an issue. It was quick and easy to set up and the transition was trouble free

Nachteile

When setting up multiple parent and child actions there is no easy way to see how the actions are linked or may be dependent on each other. This has been submitted as a feature request and I believe will be changed in the future

Vorteile

Where do I start? We used to have several systems handling the different parts of the business, with NetHelpDesk we were able to bring that all under one system and save money in the process. The system is powerful, easy and incredibly customisable! We went through a evaluation process with a good number of servicedesks, and we simply stopped when we reached NetHelpDesk as it was by far and away the best available. It's totally changed the way we work, NetHelpDesk is probably the best-kept secret in the ITSM world. I literally couldn't reccomend it more...

Nachteile

Because you get so much functionality with the software, it can take a while to integrate. But we just used the consultancy services they offer to do the set up for us!

Vorteile

Web-based. 3CX phone integration, SCCM integration for Asset tracking. Very customisable and new features being added regularly. A nice dashboard that shows help desk stats. A LOT cheaper than competitors for a far superior product.

Nachteile

Can be a little tricky to configure. We opted to get NHD to setup and configure it for us, well worth the extra money.

In Betracht gezogene Alternativen

Vorteile

Looks easiest to use especially for end users

Nachteile

Some settings are not so obvious with out the help of Halo support and documentation is lacking. While there's a good overall knowledgebase it only really covers the basics anything else is a call into support.
Also as of now (April 2022) they require at least 10-20 licenses due to their extreme growth.

In Betracht gezogene Alternativen

Warum HaloITSM gewählt wurde

Vorteile

Easy to use, slick and professional. Offers a lot of other built in services

Nachteile

Not mobile friendly, good to see demo on future releases.

Vorteile

Is easy to use, very customizable. It is used daily for incidents, requests etc, and you need speed and fields in the right places. all of this is catered for in the product.

Nachteile

Searching could be better. Especially finding old tickets.

Vorteile

The software is easy to use , and accessible to you anywhere at any giving time of the day. The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team.

Nachteile

haven't find any at the moment.

Vorteile

Mobile, web client. SQL based, powerful reporting.

Nachteile

Contract types are fiddly to setup.

Vorteile

Easy to use and clear interface.
Lots of features to enable full use of ITSM services.

Nachteile

There are some development issues taken away by the consultant to address during the implementation

In Betracht gezogene Alternativen

Warum HaloITSM gewählt wurde

Gründe für den Wechsel zu HaloITSM

Vorteile

Easy of use and in line with ITIL

Nachteile

No major issues

Vorteile

The simplicity of the tickets and ease of reporting

Nachteile

The complexity of adding new customer details after they have logged a ticket

Vorteile

After sales support, Cross department use, integration with other programs

Nachteile

haven't found any yet

Vorteile

Feature rich
Easy to use interface

Nachteile

Can be complicated setup
Can be a lot of ways to achieve the same outcome so finding the right working practice can be tricky