# HaloITSM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is HaloITSM the right Service Desk solution for you? Explore 44 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/200140/HaloITSM/reviews --- HaloITSM 4.7 (44) [View alternatives](https://www.capterra.com/p/200140/HaloITSM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of HaloITSM Ease of use 4.6 Customer Service 4.7 ## Pros and Cons in Reviews AC Ash C IT Operations ManagerHealth, Wellness and Fitness, 501 - 1,000 employeesUsed the software for: More than 2 years. “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.“ June 25, 2025 AC Ash C IT Operations ManagerHealth, Wellness and Fitness, 501 - 1,000 employeesUsed the software for: More than 2 years. “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.“ June 25, 2025 PS Patrick S IT ManagerHospital & Health Care, 201 - 500 employeesUsed the software for: Less than 6 months. “The platform is very stable without any strange interface issues found in our old ticketing system.“ August 23, 2025 DU DAryl U Head of Shared Service Education Management, 501 - 1,000 employeesUsed the software for: 1-2 years. “The Licensing model is plan simple and fair, you get access to everything per agent account ...“ April 21, 2022 ## Showing most helpful reviews Showing 1-25 of 44 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Owen W. Director Information Technology and Services Used the software for: 6-12 months ### "Feature Rich and a Great User experience" December 12, 2019 5.0 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. Alternatives considered [Atera](https://www.capterra.com/p/144309/Atera/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HaloITSM Their Value for money and Premium product was worth investing in. Review Source AC Ash C. IT Operations Manager Health, Wellness and Fitness Used the software for: 2+ years ### "A Great ITSM" June 25, 2025 5.0 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/) Reason 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 VR Verified Reviewer IT Infrastructure Engineer Entertainment Used the software for: 6-12 months ### "A Flexible and Powerful ITSM Tool Well Suited for Complex, large-Site Organisations" April 22, 2026 5.0 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 DB Dom B. Support Manager Information Services Used the software for: 1-2 years ### "Halo ITSM review" May 13, 2025 4.0 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. Alternatives considered [SuperOps](https://www.capterra.com/p/235300/SuperOpsai/) Reason 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. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Features and price were the primary factors. Review Source PS Patrick S. IT Manager Hospital & Health Care Used the software for: Less than 6 months ### "An incredibly versatile platform to manage most workflows" August 23, 2025 5.0 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. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing HaloITSM Halo had more options and integrations than NinjaOne. 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. Review Source KM Kai M. Network Manager Education Management Used the software for: 1-2 years ### "The best user experience" April 20, 2022 5.0 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. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HaloITSM Halo offered the deepest levels of control and customisation of any of the products we considered. It was also the most user friendly and expandable, with the ability to add features when business need demanded it. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We used a legacy on premise version of spiceworks, because we liked the ability it gave to have multiple forms and areas; something the hosted version doesn’t offer. However it had few integrations and accessibility issues. As we moved to working from home in the pandemic it was essential we transition to a service that was accessible from anywhere on any device. Halo met this, but also offered the deepest levels of control and customisation of any of the products we considered. Review Source AF Adam F. Trust IT Services Manager Education Management Used the software for: 1-2 years ### "Great ITSM Tool" April 13, 2022 5.0 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. Alternatives considered [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HaloITSM Better support, better features. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) Sysaid has a poor GUI, and even worse support, reporting is terrible. Review Source WD Wendy D. Desktop Support Lead Information Technology and Services Used the software for: 6-12 months ### "Best Service Desk Software" June 17, 2020 5.0 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). Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing HaloITSM The price was a huge factor in the initial choice between the other options, but once we started working with the team and our account rep we knew we'd made the right choice. The Service Now rep was super unresponsive to our request for a demo and it took forever to get an initial quote. Our Halo rep contacted us the same day that we reached out and was more than happy to set up a demo right away. He's amazing! Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) SolarWinds Web Help Desk was feeling very dated and did not have the customization ability and features that were important to us. It was very clunky to add categories and ticket types and the end user experience was sub par. The end-user portal in Halo is a million times better. Review Source SR Sandeep R. Security architect Retail Used the software for: 1-2 years ### "A simple tool to mange tickets and changes" April 26, 2024 5.0 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. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) Moving away from on-premise to SaaS for simplicity and efficiency. Review Source MD Mike D. Head of IT & Digital Strategy Education Management Used the software for: 2+ years ### "Excellent support and useful features" April 13, 2022 4.0 Very good experience, but we're still needing to take up the additional features Pros The ease of implementation, and the telephone support Cons Nothing particular. We don't use all of the features we could, which can be frustrating Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) Much easier to use, better value and much better telephone support. Review Source JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 1-2 years ### "La mejor experiencia." July 22, 2023 4.0 Pros Su personalizacion, facilidad de uso y demas dan una experiencia inolvidable. Cons No tengo quejas, me gusta mucho esta aplicacion. Review Source SC Shane C. Service Desk Manager Telecommunications Used the software for: 6-12 months ### "The single best service desk on the market. Period." March 29, 2019 5.0 Great service desk, great price and a super team! What more could you want? Pros 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... Cons 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! Review Source NM Nathan M. Director Telecommunications Used the software for: 2+ years ### "Alchemy Helpdesk Software Usage" January 6, 2017 4.0 Needed an integrated Helpdesk solution that was desktop and mobile supported. NHD after 6 years has provided great support, valuable functionality and a vision for integrated helpdesk and workflows. Pros Mobile, web client. SQL based, powerful reporting. Cons Contract types are fiddly to setup. Review Source PO Pamela O. Operations Manager Information Technology and Services Used the software for: Less than 6 months ### "What I think of Net Helpdesk" March 4, 2019 4.0 We moved away from another ticket management system which had too many features for our needs, and was more designed for CRM. For the cost we find NHD to be very productive for our business. The best thing is the ease of reporting, getting the data back out in easy to read formats. The previous system we using for this was extremely complex. Their support engineers are extremely efficient and professional, nothing is ever too much hassle. Pros The simplicity of the tickets and ease of reporting Cons The complexity of adding new customer details after they have logged a ticket Review Source DH Dan H. Used the software for: ### "NHD - Simply Great!" January 5, 2017 4.0 We've used NHD for a number of years now and they continually evolve and add features to this great tool, support is great, friendly and very helpful. You can ask for features to be added and they'll do their best to incorporate them into the product as soon as possible to make it as easy for you to use and to fill any requirement you have. It's so customizable it's unreal, with options for just about everything you can think of. Ticket management is so easy, as are the web interface for end users, and mobile interface for technicians. Review Source Fernando L. CEO Information Technology and Services Used the software for: 2+ years ### "Use o HaloITSM e se surpreenda." January 20, 2026 5.0 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 wilson L. Tecnico en Sistemas Information Technology and Services Used the software for: 2+ years ### "La mejor herramienta para gestion de solicitudes de IT " January 2, 2025 5.0 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 AB Ashley B. HR Director Government Administration Used the software for: Less than 6 months ### "Would Recommend" January 30, 2025 5.0 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 SP Smit P. BA Capital Markets Used the software for: 6-12 months ### "BA Review - HaloITSM" January 6, 2025 4.0 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 DU DAryl U. Head of Shared Service Education Management Used the software for: 1-2 years ### "Great Solution with intuitive UX making onboarding and customisation a breeze " April 21, 2022 5.0 A great company to partner with from initial scoping to onboarding to continuous improvement, not overly pushy sales team...unlike some other companies I approached. Pros 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 Cons Asset Management is a relatively basic however integrates well with other modules, I would say I am comparing to dedicated Asset Management products Reason for choosing HaloITSM We opted for Halo due to the licensing method and consultancy as part of the onboarding process Review Source MR Mark R. Head of Operations Health, Wellness and Fitness Used the software for: 2+ years ### "NetHelpDesk where have you been all my life?" January 25, 2019 5.0 The staff of NHD listen to you and tailor their approach to your business on an individual and customised method appropriate to your needs and expectations. The NHD team are incredibly versed in their product and any support assistance if needed is delivered incredibly efficiently and with minimal disruption to service if any. I can not recommend this product highly enough - so much so that I have now implemented this in two different organisations. Pros 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. Cons 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! Review Source AM Anthonese M. Junior IT Administrator Renewables & Environment Used the software for: 1-2 years ### "A well-rounded ITSM system you cannot go wrong with! " August 25, 2023 4.0 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 AL Angie L. Ing Software Information Technology and Services Used the software for: 1-2 years ### "Excelente experiencia de usuario." August 5, 2023 5.0 Pros Su gran catalogo de caracteristicas y funciones brindan una experiencia sin igual. Cons Teniendo en cuenta la gran cantidad de herramientas no he encontrado defecto alguno. Review Source Stella K. Data Analysis and service Coordinator Information Technology and Services Used the software for: 2+ years ### "Customer Support By nethelpdesk" September 18, 2019 4.0 It is good for a small medium enterprise Pros The ability to easily pullout reports even when they is alot data to export Cons 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 Alternatives considered [SAP BusinessObjects Business Intelligence](https://www.capterra.com/p/92075/SAP-BusinessObjects/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HaloITSM The cost was more friendly Review Source AD Auke D. Owner-Manager Information Technology and Services Used the software for: Less than 6 months ### "Happy with Halo!" July 21, 2023 5.0 Very professional and friendly people at Halo, both in the UK and the US offices. Fast responses. They seem to understand what our business needs. Pros Ease of useFlexibility and alterability of the whole toolEnd user portal Cons There is a LOT! of items you can configure, which can be a bit daunting at first. But it makes sense eventually. Reason for choosing HaloITSM ServiceNow and TopDesk are excellent products as well. In the end, Halo is a better fit with our business needs. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.