--- 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" --- # HaloITSM Software Review 2026: Features, Integrations, Pros & Cons Last updated on July 21, 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? HaloITSM is a single, all-inclusive Enterprise Service Management solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best service to customers and employees alike. HaloITSM will standardize your processes, deliver valuable analytics, and extend to the needs of any department within your organisation. Match your service delivery to the true needs of your business - present, and future. ## 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 £45 Per User, Per Month Free trial available 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://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://haloitsm.com/&name=HaloITSM) ## 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 (4,087)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price £45 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 (3,611) Value For Money 4.6 (41) Value For Money 4.2 (2,666) Customer Service 4.7 (42) Customer Service 4.3 (2,774) ## HaloITSM alternatives [4.5 (3,466)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (773)](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 (1,787)](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 (521)](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 [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 service desk managers, IT managers, and infrastructure or support teams that handle ticketing, incident resolution, asset visibility, and service delivery. IT leaders and operations executives use it to standardize workflows, track performance, improve cross-team coordination, and maintain oversight of support and shared service operations. Answer based on 42 reviews Overview ### What company size and industries is HaloITSM built for? HaloITSM is built for organizations of all sizes, with strongest adoption among midsize businesses at 55%, followed by small businesses at 31% and enterprises at 14%. It serves many sectors, led by Information Technology and Services at 29%, then Education Management at 12% and Non-Profit Organization Management at 10%. Answer based on 44 reviews Talk to an expert ### More questions? Ask our experts Features and Usability ### What are the key features of HaloITSM? HaloITSM offers incident management, problem management, change management, and service request management for IT service workflows. It also includes a client portal, knowledge base management, SLA management, asset tracking, CMDB, and reporting/analytics, plus access controls, workflow management, and third-party integrations for administration and automation. Pricing ### How much does it cost and what fees or limitations are included? HaloITSM starts at £45 per user per month for the ITSM System, billed annually. That plan covers 20 to 500 agents, is available on-premise or hosted, and includes all HaloITSM features. A free trial is available, and reviewers describe the licensing as fair, with no bolt-on modules or upgrades. Answer based on 5 reviews Integrations ### Which third-party tools and platforms does HaloITSM integrate with? HaloITSM integrates with over 40 third-party tools, including Jira and Dynamics 365 for business workflows, Google Calendar and Google Workspace for collaboration, and AnyDesk, BeyondTrust Remote Support, and LogMeIn Rescue for remote support. It also connects with Device42, Lansweeper, 3CX, and ChatGPT. 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 self-paced instruction. 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 rep, and chat. Users often describe support as responsive, friendly, and helpful during onboarding, setup, and issue resolution, especially by phone. Some report slower replies through tickets and say documentation and training materials can feel outdated or too basic. Answer based on 20 reviews Features and Usability ### Is HaloITSM easy to use? HaloITSM feels easy to use for daily ticketing and request handling, especially after initial setup. IT staff and end users often find the interface clear and adaptable, while admins value the flexibility. Some teams note the configuration, reporting, and training materials can feel complex for advanced or first-time administrators. Answer based on 14 reviews Features and Usability ### How good is the HaloITSM user interface? HaloITSM offers a modern, clean user interface that makes ticket management and service desk work easier. IT teams, technicians, and end users often find the web portal intuitive, fast, and easy to customize. The layout supports daily workflows well, especially for logging requests, moving tickets, and managing multiple teams. Answer based on 13 reviews ## Features AI summary Based on 999 Service Desk reviews Capterra data shows that buyers of Service Desk software rank the following features as their top priorities: - **Support Ticket Management** (**52%** of reviewers rated this feature as critical) - **Incident Management** (**52%**) - **Service Level Agreement (SLA) Management** (**44%**) 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 track and resolve requests efficiently, manage service disruptions more effectively, and meet response and resolution targets, allowing teams to deliver more consistent support. 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 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 Alerts/Notifications 4.8 (4) 100.00% of 4 reviewers that rated this feature as important or highly important Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges 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 121 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Active Directory Integration: Integrates with Active Directory - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Barcode/Ticket Scanning: Scan barcodes to ensure accurate pricing and label tracking - Benchmarking: Compare key metrics for the business against prominent players in the industry - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communications Management: Record and track all relevant internal and external communications - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - Corrective and Preventive Actions (CAPA): Investigate and take action at root cause or error in processes to prevent recurring issues - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Data Mapping: Track the management and flow of data throughout the organization - Data Visualization: Graphical representation of data - Device Auto Discovery: Automatically scan the network for devices and take pre-defined actions upon discovery - Disaster Recovery: Plan and implement business continuity measures in case of unforeseen events - Document Management: Store, manage, and track all electronic documents in a centralized location - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Event Logs: A chronological record of actions or occurrences within a network, software, or process - Forms Management: Store, manage and track all forms in a centralized location - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Impact Management: Analysis of impact/effect on IT services and other business processes - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Inventory Management: Track and manage inventory levels to maintain proper supply - Investigation Management: Oversee people and resources to carry out an investigation - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Incident Management: Manage incidents related to outages or breaches in functionality of IT systems - IT Risk Management: Manage risks related to IT systems - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - License Management: Track and organize the number of licenses available to the organization - Live Chat: Ability to chat online in real time - Localization Automation: Adapt content to display differently based on viewer location - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Maintenance Management: Manage, maintain and track the performance of assets and equipment - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Mobile Access: Access software remotely via mobile devices - Mobile Alerts: Notifications via mobile devices - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - On Call Scheduling: Track and organize on-call shifts - OSHA Compliance: Enforces guidelines set by the Occupational Safety and Health Administration to remain legally compliant - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Performance Monitoring: Monitoring and measurement of relevant metrics to assess the performance of IT resources - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Relationship Mapping: Creating relationships between different IT assets to define their status and dependencies in a network - Release & Deployment: Planning, coordinating, and executing the deployment of software or system changes into a live or production environment - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reminders: Timed notification for any upcoming task, deadline, appointment, or activity - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Resource Allocation & Planning: Assign available resources (human and/or non-human) to various projects and tasks - Risk Alerts: Notifying as a warning or reminder of a potential or imminent hazard - Risk Analysis: Analyze potential risks across the organization - Risk Assessment: Initiate collection and analysis of known risks - Safety Incident Management: Track, report on and implement actions pertaining to physical safety at the workplace - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service History: Track work performed and resources used for past customers, sites, or assets - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Single Sign On: Allow users to access multiple services after entering their login credentials once - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Status Tracking: Track the status over time for a request, process, asset, or transaction - Supplier Management: Manage all supplier data and operations - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Management: Create, manage and track all task activities and progression - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - User Management: Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Workflow Management: 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 ITSM System £45.00 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 Contact Vendor for Pricing 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 [ Slack](https://www.capterra.com/p/135003/Slack/)[ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ 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 5(30) 4(14) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent AN Anonymous User IT Infrastructure Engineer Entertainment ### "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 22, 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. Switched from [Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/) lack of modern functionality, discontinued 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. Fernando L. CEO Information Technology and Services ### "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 20, 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. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) [Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/) A tecnologia moderna do HaloITSM perando o Ivanti Service Management, bem como, o custo muito mais competivo foram os principais diferenciais para a troca. 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 Hospital & Health Care ### "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 23, 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. Switched from [Mojo Helpdesk](https://www.capterra.com/p/128650/Mojo-Helpdesk/) Mojo was too basic and we needed more functionality, reporting, and customization for our team. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reasons for choosing HaloITSM Halo had more options and integrations than NinjaOne. 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. AC Ash C. IT Operations Manager Health, Wellness and Fitness ### "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 June 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. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reasons for choosing HaloITSM We considered ServiceNow during the selection process due to its reputation and widespread use in enterprise environments. However, we ultimately chose HaloITSM because it offered a much more cost-effective solution without sacrificing functionality. For a growing business, ServiceNow felt overly complex and came with a significant price tag, which wasn’t justifiable for the size and structure of our team. HaloITSM struck the right balance between capability and usability. It provided the key features we needed—ticketing, change management, workflow automation, reporting—without overwhelming us with unnecessary modules or technical setup. The interface was more user-friendly, and our team felt comfortable using it from day one. Admin configuration is straightforward, and the ability to customise almost every part of the system gave us confidence we could scale it to suit future needs. In short, Halo gave us the flexibility of a high-end tool at a far more reasonable cost, with less complexity and faster deployment. 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. DB Dom B. Support Manager Information Services ### "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 13, 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. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Features and price were the primary factors. Alternatives considered [SuperOps](https://www.capterra.com/p/235300/SuperOpsai/) Reasons for choosing HaloITSM Price was the deciding factor for this but also the ability to host locally, though I'm not sure that's still possible. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AB Ashley B. HR Director Government Administration ### "Would Recommend" 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 30, 2025 It works great for what we need it for and it makes getting back to employees/ internal customer service so effective and efficient. Pros User friendly, easy to navigate, straight forward Cons You kind of have to know where to click to see the newest tickets. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SP Smit P. BA Capital Markets ### "BA Review - HaloITSM" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 January 6, 2025 Pros Easy to use and manage IT tickets. UI is okay, not too fancy and not too dull. Cons Sometimes the software takes time to load and function properly. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. wilson L. Tecnico en Sistemas Information Technology and Services ### "La mejor herramienta para gestion de solicitudes de IT " 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 January 2, 2025 Genail, nos ha permitido mejorar nuestros procesos de soporte dando agildiad a las gestiones internas y respuestas finales a los clientes completamente recomendada si tu empresa o tu requieren una herramienta compacta y robusta para gestion de solicitudes requerimientos incidentes y demas temas de IT Pros es una herramienta que te va a permitir gestionar solicitudes de soporte en todo su rango de operacion generando una facilidad y agilidad excepcional Cons 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 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. SR Sandeep R. Security architect Retail ### "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 26, 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. AM Anthonese M. Junior IT Administrator Renewables & Environment ### "A well-rounded ITSM system you cannot go wrong with! " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 25, 2023 Pros \- efficient incident management- nice custom integrations - asset management is easy to use - automation and reporting were proving to be very helpful for our team Cons We do not have any cons but would like to see what future updates they make to the system going forward. 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. 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