--- title: "HaloITSM Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about HaloITSM Software - reviews, pricing plans, popular comparisons to other Service Desk products and more." source_url: "https://www.capterra.com/p/200140/HaloITSM/" page_type: "product" language: "en" publication_date: "2026-11-03" --- # HaloITSM Software Review 2026: Features, Integrations, Pros & Cons Last updated on November 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) HaloITSM ## What is HaloITSM? Halo is a low-code enterprise service management platform designed to streamline and automate cross-functional processes across IT, HR, Finance, Facilities and other business functions. Built on ITIL-aligned service management foundations and designed to support service delivery across the whole business. All-inclusive pricing means every capability is included from day one, including incident, problem and change management, asset and configuration management via a built-in CMDB, and service request handling within a single centralised platform. Each department can run its own services, forms, workflows, portals and approval routes, while employees get one consistent place to raise and track requests, automatically guided to the right team without needing to understand how the organisation is structured. Federated administration lets departments or regions manage their own areas while central teams retain governance. ## What is HaloITSM used for? [Service Desk](https://www.capterra.com/service-desk-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[Incident Management](https://www.capterra.com/incident-management-software/) Top alternative Featured Overall rating Based on 44 user reviews Reviews sentiment Positive 100% Neutral 0% Negative 0% Starting price £49 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for HaloITSM?[Manage this product listing](https://www.g2.com/products/haloitsm/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### HaloITSM 4.7 (44) VS. [4.4 (4,116)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price £49 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (44) Ease Of Use 4.3 (3,636) Value For Money 4.6 (41) Value For Money 4.2 (2,688) Customer Service 4.7 (42) Customer Service 4.3 (2,796) ## HaloITSM alternatives [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.7 (146)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 99% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/200140/HaloITSM/alternatives/) ## FAQs about HaloITSM Overview ### Which roles and teams benefit most from HaloITSM? HaloITSM is most used by IT managers, heads of IT, and technical directors overseeing service operations, asset records, and reporting. Service desk, support, and service delivery managers use it to manage incidents, requests, SLAs, and escalations. IT administrators, network teams, and security architects track infrastructure issues and coordinate operational work. Answer based on 42 reviews Overview ### What company size and industries is HaloITSM built for? HaloITSM is suited to organizations of all sizes and industries, with midsize businesses representing 55% of reviewers and Information Technology and Services accounting for 29%. Small businesses make up 31% and enterprises 14%, while Education Management (12%) and Non-Profit Organization Management (10%) are also common sectors. Answer based on 44 reviews Features and Usability ### What are the key features of HaloITSM? HaloITSM offers IT service management tools including incident, problem, change, and request management, plus a self service portal and service catalog. Core capabilities also cover workflow automation, ticket routing, SLA management, asset discovery, CMDB, reporting, and AI features such as AI Copilot and AI summarization. Pricing ### How much does it cost and what fees or limitations are included? HaloITSM starts at £49 per user per month for the all-in-one plan, billed annually for 20–500 agents, with all features included on-premise or hosted. Enterprise starts at £40 per user per year and adds volume discounts, a dedicated account manager, sandbox environment, and unlimited licenses. A free trial is available. Answer based on 5 reviews Integrations ### Which third-party tools and platforms does HaloITSM integrate with? HaloITSM integrates with over 40 integrations, including Microsoft Azure, Dynamics 365, Google Workspace, Google Calendar, Jira, Device42, Lansweeper, and AnyDesk. Its catalog also includes communication, remote-support, service-management, and cybersecurity connections such as Cisco Jabber, BeyondTrust Remote Support, and ConnectWise Cybersecurity Management. Answer based on 10 reviews Getting Started and Support ### What training and onboarding options does HaloITSM offer? HaloITSM provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online formats support guided instruction, webinars cover group learning sessions, documentation offers written reference material, and videos provide visual walkthroughs for self-paced review. Answer based on 5 reviews Getting Started and Support ### What customer support options does HaloITSM offer, and how do users rate the experience? HaloITSM offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live representative assistance, and chat. Users often describe phone support and staff as responsive, friendly, and helpful, particularly during onboarding. However, some report delayed email or portal ticket replies and find documentation and training videos outdated or too basic for complex configurations. Answer based on 20 reviews Features and Usability ### Is HaloITSM easy to use for service desk teams? HaloITSM provides an intuitive workspace for logging, routing, and managing service requests, while letting teams tailor workflows to their needs. IT staff and end users generally find daily ticket handling straightforward. Administrators may need product training and stronger documentation when configuring advanced features, settings, or custom reports. Answer based on 14 reviews Features and Usability ### What is the HaloITSM user interface like? HaloITSM offers a modern, clean, and configurable user interface for service desk agents, technicians, and end users. Teams can find and transfer tickets easily, adapt screens and dashboards, and apply branding choices. Its web and mobile experiences support day-to-day request management without the dated interface issues common in older ticketing systems. Answer based on 13 reviews ## Features AI summary Based on 1,020 Service Desk reviews Capterra data shows that buyers of service desk software rank the following features as their top priorities: - **Support Ticket Management** (**53%** of reviewers rated this feature as critical) - **Incident Management** (**53%**) - **Service Level Agreement (SLA) Management** (**46%**) HaloITSM supports all three of the features reviewers rate most important: **Support Ticket Management**, **Incident Management**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help businesses organize incoming requests, respond to service issues faster, and track resolution commitments more consistently, allowing teams to maintain service quality and improve response performance. Support Ticket Management 4.7 (9) 111.11% of 9 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Incident Management 4.5 (8) 87.50% of 8 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Service Level Agreement (SLA) Management 5.0 (4) 100.00% of 4 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Real-Time Notifications 4.5 (4) 125.00% of 4 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Self Service Portal 3.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Incident Reporting 4.5 (6) 100.00% of 6 reviewers that rated this feature as important or highly important Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site HaloITSM 178 features Define levels of authorization for access to specific files or systems Provides a directory of all users within an organization. Integrates with Active Directory Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems Intuitive interface and user-friendly design which seamlessly integrate with existing workflows A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Uses AI to condense large amounts of text, audio, or video data into a coherent form Allows users to generate text based on a text prompt. Condenses long documents or text into a brief summary. System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Manage assets throughout their lifecycle to optimize profit Design and implement custom or pre-built policies for asset management, onboarding, and maintenance. Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Documents and files can be attached to the ticket to communicate with customer issues/resolutions Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws A record of all activities within the system, including user access, changes made, etc. Routes tickets automatically to the appropriate user. Provides tools such as auto-discovery to assist companies in automating their breach notification response. Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Completes tasks independently without constant human intervention Create and automatically send premade copy in response to customer messages Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Scan barcodes to ensure accurate pricing and label tracking Compare key metrics for the business against prominent players in the industry Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Monitor service demand and performance to plan for adequate resources that meet business needs Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Private online space that lets businesses securely share documents and provide information access to clients Create an inventory of a company's cloud assets. Configuration Management Database Provides a channel for team members to share AI models, media files, communicate, and work together Record and track all relevant internal and external communications Track and manage adherence to policies for any service, product, process, or supplier Track and report regulatory data to either internal management or external stakeholders Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Monitors systems constantly in real-time. Track, store, and access client contracts or licenses Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Investigate and take action at root cause or error in processes to prevent recurring issues Process to track, record, and analyze expenses that occurred over the entire duration of a given project Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Works across multiple software systems or databases A collection of customer information such as contact details, demographics, previous interactions, etc. Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Creation and customization of dashboards Import and export data to and from software applications Track the management and flow of data throughout the organization Protect sensitive data for digital privacy Graphical representation of data Makes informed choices based on available data and objectives Automatically scan the network for devices and take pre-defined actions upon discovery Plan and implement business continuity measures in case of unforeseen events Store, manage, and track all electronic documents in a centralized location Assemble applications and processes by dragging over and arranging pre-built components Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket A chronological record of actions or occurrences within a network, software, or process Store, manage and track all forms in a centralized location Use AI to generate content in the form of text, images, videos, etc. Create an inventory of a company's hardware assets. Managing service requests, incidents, IT issues & support with a ticketing system Analysis of impact/effect on IT services and other business processes Organize, prioritize, and manage incoming communications Manage and track all disruptions and incidents Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Track interaction history by documenting conversations for contacts Track and manage inventory levels to maintain proper supply Oversee people and resources to carry out an investigation Identify and respond to unexpected problems or failures (ie. "negative events") Managing inventories and tracking changes to hardware and software configurations Monitor the movement of one or more IT assets throughout the organization Manage incidents related to outages or breaches in functionality of IT systems Manage risks related to IT systems Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Integrates knowledge base articles into a ticket. Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Identify different languages Track and organize the number of licenses available to the organization Ability to chat online in real time Adapt content to display differently based on viewer location Templated responses for responding quickly to recurring support requests Manage, maintain and track the performance of assets and equipment Schedule predetermined or ad hoc maintenance services and labor requests Allows employees to view pay stub and W-2 information via a smartphone app or mobile optimized website. Access software remotely via mobile devices Notifications via mobile devices Access the system via a mobile application Create an inventory of a company's mobile assets. System supports users that want to access system data and fuctionalyt from a mobile devide (phone and/or tablet) Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and support multiple languages Ability to break down and plan multi-step processes Allows users to manage data from a number of sources Allows users to give natural-language instructions for browser-based tasks. Track and organize on-call shifts Enforces guidelines set by the Occupational Safety and Health Administration to remain legally compliant A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Monitoring and measurement of relevant metrics to assess the performance of IT resources Adjust communications based on previous interactions or personal preferences Predict future data based on historical data sets Arrange tasks based on the level of priority or urgency Uses webpage, tab, browsing session, or selected text context to generate responses and suggestions Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Plan and coordinate all the resources, costs and time needed to execute assignments Monitor wait time and abandonment for incoming requests that have not been routed Engage in direct, instant messaging with customers, users, etc. Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Creating relationships between different IT assets to define their status and dependencies in a network Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Timed notification for any upcoming task, deadline, appointment, or activity Access work applications remotely, for when working away from the office and/or traveling Empower brands with an intelligent reporting tool and dashborads to provide visibility into number of viewers, likes, number of asked questions, and chat entries, total number of clicks, CTR, and entire stream health Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Review, approve and cancel requests for goods/services to be purchased Assign available resources (human and/or non-human) to various projects and tasks Notifying as a warning or reminder of a potential or imminent hazard Analyze potential risks across the organization Initiate collection and analysis of known risks Track, report on and implement actions pertaining to physical safety at the workplace Set a time to generate routine reports automatically Securely stores data to prevent data loss or breaches Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Track work performed and resources used for past customers, sites, or assets Set and monitor service level agreements to ensure timely response and resolution Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Allow users to access multiple services after entering their login credentials once Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Create an inventory of a company's software assets. Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Provide features to standardize specification data across the entire supply chain. Track the status over time for a request, process, asset, or transaction Manage all supplier data and operations Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. Gauge satisfaction and receive information for improvement and success Automatically handle routine, repetitive tasks and processes without the need for manual intervention Create, manage and track all task activities and progression Set up connections to third-party platforms to improve business processes Generates accurate incident reports. Allows the AI agent to route tickets to the appropriate team or individual for resolution. Share and collaborate on tickets with multiple customer service representatives User Experience of creating and submitting a ticket Track, manage, or resolve user requests and IT incidents/issues User Experience of responding and receiving a response Measure and track time including hours worked and paid time off (PTO) Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. to both internal and external users. Chat with your counterparts over the video in real time Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking An extended application or connector that enables users to perform additional services with their current set of tools Offers workflows to process Data Subject Access Requests to enable multiple departments to assist when complying with user access and deletion requests. Streamlining repetitive tasks and activities through automated and predefined workflows Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.7 (44) 4.7 Based on 44 reviews ## Pricing Value for money 4.6 (41) Free Trial [View pricing plan details](https://www.capterra.com/p/200140/HaloITSM/pricing/) The all-in-one for everyone £49.00 Per User,Per Month It includes: - Artificial Intelligence - Auto-Asset Discovery - Change Control - Configuration Management - Contract Management - Dashboard - Incident Management - Inventory Management - Knowledge Base - Mobile App - Problem Management - Release Management - Self-Service Portal - Service Catalog - Service Desk - SLA Management - Tasks Management - Third-Party Integrations Enterprise £40.00 Per User,Per Year It includes: - Artificial Intelligence - Auto-Asset Discovery - Change Control - Configuration Management - Contract Management - Dashboard - Incident Management - Inventory Management - Knowledge Base - Mobile App - Problem Management - Release Management - Self-Service Portal - Service Catalog - Service Desk - SLA Management - Tasks Management - Third-Party Integrations Value for money 4.6 (41) 4.6 Based on 41 reviews ## Integrations [ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ Slack](https://www.capterra.com/p/135003/Slack/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ QuickBooks Online](https://www.capterra.com/p/190778/QuickBooks-Online/)[ Webex Suite](https://www.capterra.com/p/237272/Webex/)[ Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.7 (42) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.7 (42) 4.7 Based on 42 reviews ## User reviews Overall rating 4.7 Based on 44 reviews Filter by rating Counts reflect reviews available in this feed. 5(30) 4(14) 3(0) 2(0) 1(0) Mentioned topic Recent reviews first, then most helpful Verified Reviewer IT Infrastructure Engineer Used the software for: Less than 1 year ### "A Flexible and Powerful ITSM Tool Well Suited for Complex, large-Site Organisations" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 24, 2026 Overall, our experience with HaloITSM has been very positive. It has significantly improved how we manage IT support, assets, and change control across a large and diverse organisation. The platform scales well as demand grows and has helped us move towards more structured processes without becoming overly bureaucratic. Once configured, HaloITSM proves reliable, efficient, and well suited to a fast-paced operational environment, where downtime and poor visibility can have real-world impact. Pros HaloITSM is highly flexible and adapts well to a complex environment like a large zoo, where IT supports a wide mix of users, systems, and locations. The customisation options allow us to shape workflows for incident management, asset tracking, and change control without feeling constrained by rigid processes. The interface is modern and intuitive, making it easy for both IT staff and end users to log and manage requests. Asset management is particularly strong, giving us clear visibility of devices across multiple sites and departments. Reporting and dashboards are also a major plus, helping us quickly understand trends, workloads, and service performance. Cons Because HaloITSM is so configurable, it can take time and effort to set up and fine-tune initially, especially if you want to get the most value from automation and advanced workflows. Some areas of the UI can feel slightly overwhelming at first for new administrators due to the number of available options. While documentation is generally good, certain advanced features benefit from hands-on experimentation to fully understand how they work in real-world scenarios. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer CEO Used the software for: 3-5 years ### "Use o HaloITSM e se surpreenda." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 29, 2026 Nossa experiência com o HaloITSM é excelente, é uma plataforma extremamente moderna e fácil de implementar, utilizar e evoluir. Pode ser utilizada em diversas áreas da empresa além da TI e Customer Services, como RH, Facilities, Jurídico, Financeiro, Projetos e muitas outras. Além disso, possui um custo extremamente competitivo perante os demais concorrentes Gartner do mercado. Além disso, suas certificações PinkVerify e PeopleCert, trazem ainda mais agilidade na sua implementação. O HaloITSM é sem dúvida, a melhor e mais poderosa plataforma unificada para gerenciamento de serviços de IT com IA (AITSM) do mercado. Pros Modernidade, flexibilidade e facilidade de implementação tanto SaaS como on premise. Não é modularizada, ou seja, todos os serviços ITSM e ESM estão inclusos e sem custo adicional. Serviço de IA Nativo e com diversos recursos de automação, classificação, analise de sentimento, dentre outros inúmeros recursos. Serviço de Chatbot Nativo e totalmente integrado a IA para atendimento e automação de processos e serviços. Interface moderna, +200 plugins de integração gratuitos, além de recursos próprios de integração. Cons Os recursos de gerenciamento de ativos podem ser aprimorados através de um motor próprio de descoberta e gerenciamento. Atualmente ele utiliza soluções parceiras como o Lansweeper e o NinjaOne para o gerenciamento de ativos e endpoints. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Owen W. Director Used the software for: Less than 1 year ### "Feature Rich and a Great User experience" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 December 16, 2019 Excellent Service with an Excellent Product. Their customer service is very good with someone always happy to help as soon as you call in. Pros It has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent. Cons 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer IT Operations Manager Used the software for: 3-5 years ### "A Great ITSM" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 July 25, 2025 Overall, I’m really happy with HaloITSM. It’s become a core part of how our IT team operates and has allowed us to build workflows and processes that actually reflect how we want to work. From managing tickets and automating approvals to handling changes and projects, it’s given us the flexibility to centralise everything in one place. The UI is intuitive, and once you've got the hang of it, the admin tools are powerful enough to manage everything without needing external dev support. We’ve already expanded it to other departments and will continue to roll it out further across the business. It’s also forming part of our wider IT strategy moving forward, with plans to use it for asset and procurement tracking. Despite a few niggles with documentation, it’s a platform I’d absolutely recommend to other IT teams looking for something modern, capable, and scalable. Pros The best thing about HaloITSM is how flexible and customisable it is. It doesn't feel like you're being forced to work a certain way. Instead, you can build it around your team’s needs. The workflow automation is particularly strong. You can create really detailed processes that handle everything from ticket escalations and change approvals to custom email notifications. This has saved us loads of time and reduced manual errors. The interface is clean and easy to use, and almost every part of it can be adapted. Whether it’s custom fields, ticket types, dashboards, or email templates, you’ve got full control. We’ve used it to build out processes for things like new starter onboarding, change management, and even hardware stock tracking. Integrations have also been straightforward. We’ve hooked it into Power Automate and Teams with no major issues. It feels like a modern, well-thought-out platform designed for real-world IT teams. Cons My biggest frustration with HaloITSM is the support documentation and training videos. While the platform itself is incredibly powerful and customisable, the official resources don’t always keep up. The documentation often lacks depth or real-world examples, and in some cases, it's either outdated or too vague to be useful for more complex setups. The video tutorials are quite basic and don’t cover the advanced functionality that a lot of admins are likely to use. I’ve found myself relying more on trial and error, community posts, or reaching out to support for clarification. For a platform with so much capability, better learning materials would really help new admins and speed up adoption across teams. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Support Manager Used the software for: 1-3 years ### "Halo ITSM review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 May 14, 2025 Overall, my experience with HaloITSM is a positive one. Pros Stable, robust and intuitive. Has a full range of features and a manageable learning curve to operate it. Cons Billing feature doesn't do everything we need it to for things like pro-rata billing. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. PS Patrick S. IT Manager Used the software for: Less than 1 year ### "An incredibly versatile platform to manage most workflows" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 25, 2025 This platform is much more versatile than we imagined. Their platform has so many options, settings, and possibilities that I wish we had gone through more training before the implementation. Pros The customer support team is incredible and extremely helpful. The platform is very versatile and has provided lots of customizations we are needing. Tickets are easy to find and hand between teams. The platform is very stable without any strange interface issues found in our old ticketing system. Cons The implementation is very complicated and since we hit a few snags things were delayed causing some features to not be implemented in time. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KM Kai M. Network Manager Used the software for: 1-3 years ### "The best user experience" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 27, 2022 So far the experience has been excellent. Our account manager is regularly in touch, and the support available id excellent. Pros 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. Cons 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Trust IT Services Manager Used the software for: 1-3 years ### "Great ITSM Tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 April 19, 2022 In general it has been very good, deployment was great (although a paid for extra of course). Pros 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. Cons 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Desktop Support Lead Used the software for: Less than 1 year ### "Best Service Desk Software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 29, 2020 We are using Halo for ticketing across multiple teams, not just IT. We have HR, Payroll, Workforce Management, Product Support, and Employee Experience teams all fielding requests from Halo. Pros 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! Cons 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). Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE Reviewer Security architect Used the software for: 1-3 years ### "A simple tool to mange tickets and changes" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 29, 2024 Very well pleased with using Halo day in and day out. Pros \- 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. Cons Reporting / Analytics could be better for the agent. At the moment, we have to ask our Halo administrator. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/200140/HaloITSM/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [Zendesk Suite vs HaloITSM](https://www.capterra.com/compare/164283-200140/Zendesk-vs-HaloITSM)