# Page 2 | HaloITSM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of HaloITSM ## Showing most helpful reviews Showing 26-44 of 44 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AC Ali C. COO Financial Services Used the software for: 1-2 years ### "A great piece of kit out of the box, and easily customisable" April 21, 2022 5.0 We use it for service / issue management between 1st line, 2nd line support and suppliers. It's been a game changer for us and has helped efficiency, transparency and communications. Pros Lots of options to configure the tool easily by non-technical people. Easy for us to maintain without recourse to developers. Cons Doesn't do everything that we want, but that list is very small and we have the option for dev if we wish Reason for choosing HaloITSM It was clear that it had way more functionality out of the box, and had been fully tested, and was very configurable. Review Source John S. Service Desk Manager Computer Networking Used the software for: 1-2 years ### "A great helpdesk ticketing and tracking system" January 29, 2019 5.0 On the few occasions we have had to request technical support at NetHelpDesk, they have always been very responsive and helpful. Keeping track of hours used on contracts is simple and allows us to easily and accurately bill our customers. Pros We have been using NetHelpDesk for two years now and have been extremely pleased with its performance and reliability over this time. It is very easy to use with a very user friendly interface that is adaptable to suit our needs. The reporting function is also simple to use and you can create your own bespoke reports. Cons Can look to be a little bit overwhelming at first. Review Source JW Jacob W. Operations Technical Lead Information Technology and Services Used the software for: Less than 6 months ### "Slick web application with excellent support" October 15, 2019 5.0 We replaced our previous outdated ticket management system, like for like, as well as getting some much needed added features. Such as automated SLA tracking and assignment, as well as automated report generation and distribution. It's saved us countless hours of administration work in the reporting process. Pros NetHelpDesk (specifically the web app variant) is a slick, modern and powerful ticket management system, unlike the vast majority of its competitors it has a very clean interface, which in turn is customization. It's the fastest ticketing software I've ever used, at least in the cloud based environment. Customisation was a breeze thanks to the very knowledgeable and helpful consultants who were sent to our offices for the initial configuration of the system, they gave great advice and made understanding how the configuration sat together a breeze. Cons For the most part the system is excellent, a few small cons: Configuration can be quite repetitive, as the solution is primarily rule based, so you find yourself entering lots of rules which are slightly different from each other, if at any point you decide to overhaul something like your priority matrix, but with a little thought during implementation, you should only need to do this once. Switched from [Alemba Service Manager](https://www.capterra.com/p/133304/vFire/) vFire could not provide the functionality we needed. Review Source MS Mantas S. IT Network Engineer Retail Used the software for: 1-2 years ### "Halo review" April 18, 2022 5.0 I worked mostly with logging tickets and providing reports. Halo was easy to use for that. Support engineers were also great assisting with creating reports when they were needed urgently Pros Easy to navigate through menus. Quick and responsive. Excellent customer support. Cons Occasionally some reporting and features would break after scheduled updates to the platform. Reason for choosing HaloITSM It wasn't myself who brought Halo into the business, but from what I remember, Halo was the best option for providing the features that we needed for the acceptable price Review Source CP Chris P. Service Delivery Manager Non-Profit Organization Management Used the software for: Less than 6 months ### "HaloITSM - A great solution!" April 1, 2022 5.0 Halo are really easy to work with. Everyone we have spoken to is really helpful. From sales to business as usual support, we have had a great experience. Halo has all the features you need for running an IT Service Management solution. There are no hidden charges for extra modules, you get everything you need out of the box. Pros The software is really easy to use. Agents and users love the software. The customisation is really easy once you receive training on the system. We have managed to port over and improve our processes since we migrated to HaloITSM. They are really easy to work with and open to hearing any ideas you have for improving the system. Cons I think the reporting could be improved. The system can provide great reports but you need a working knowledge of SQL to write reports. Halo do provide a report writing service as part of the contract which is really good. This does help a lot, but if you need to get some info from the system on the fly, it is difficult to do. Review Source Anthony C. Technical Director Information Technology and Services Used the software for: 2+ years ### "Servicedesk management" January 7, 2019 5.0 The NetHelpDesk team are always on hand to support and consistently go the extra mile to ensure we are getting the most from the product. Pros Ease of use, Constantly evolving ITIL compliant service desk. Stable platform. Recently moved to the web interface and all the team are finding it extremely intuitive to work with. Cons Very little, other than limited native integration with other products that we utilise. Review Source JK Jayne K. IT Services Team Leader Education Management Used the software for: 2+ years ### "Cost effective IT Service Management Software" June 11, 2019 5.0 Great experience overall, from initial configuration of our specific requirements, ease of use, through to fast and friendly support. Pros Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries. Automatically logs tickets direct from email. All contact with the customer can be done direct from the ticket meaning there's a full audit trail throughout the life cycle of the ticket. Easy to allocate and re-allocate tickets to different teams and staff. Great reporting functionality. Cons The technicians stats don't update immediately when you access the stats function - you have to wait a few minutes. It would be good if these refreshed on access. Review Source DH Dan H. IT Support Manager Retail Used the software for: 6-12 months ### "Second to None" October 4, 2018 5.0 The NetHelpDesk team have been extremely friendly and willing to help with anything we have asked for to make sure the software was tailored to our exact specifications. Pros As part of trying to bring our IT service desk forward we decided the first step should be to find a new ticketing system that suited our needs. After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies. There were certain integrations which we required that NetHelpDesk did not support out of the box, but they quickly developed a package that was perfect for our needs and now is a crucial part of the working system. NetHelpDesk has increased our efficiency as a Service Desk exponentially and allowed us to streamline our process with regards to incident management creating a better relationship with our users. Thanks to NetHelpDesk the time to log a single phone call has gone from around 5 minutes down to roughly 30 seconds! We now log roughly 11,000 tickets a month with ease! Our agents find the NetHelpDesk system easier, faster and more intuitive than the solution we previously used. Review Source SM Steve M. Head of IT Human Resources Used the software for: 1-2 years ### "Great product and service" August 9, 2022 5.0 Great software easy to learn and rollout. The developer that helped us configure the system was very knowledgeable and took the time to ensure we had everything we needed Pros We had to make a quick switch from our old help desk software to Halo. When we looked at the functionality that we needed in Halo nothing was an issue. It was quick and easy to set up and the transition was trouble free Cons When setting up multiple parent and child actions there is no easy way to see how the actions are linked or may be dependent on each other. This has been submitted as a feature request and I believe will be changed in the future Review Source Max M. IT Officer Information Technology and Services Used the software for: Less than 6 months ### "Best Help desk software to-date!" June 12, 2019 5.0 Fantastic!!! Pros Web-based. 3CX phone integration, SCCM integration for Asset tracking. Very customisable and new features being added regularly. A nice dashboard that shows help desk stats. A LOT cheaper than competitors for a far superior product. Cons Can be a little tricky to configure. We opted to get NHD to setup and configure it for us, well worth the extra money. Alternatives considered [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source TW Tim W. IT Support Aviation & Aerospace Used the software for: Less than 6 months ### "Good...but" April 14, 2022 4.0 We were unfortunate in that Halo was experiencing growing pains when we started. We have been waiting 6-8 weeks on Halo to provide us with enough help to go live with it. The UK support team is great if you call in but if you submit a ticket to them either email or portal you will probably wait for days to get a response. Pros Looks easiest to use especially for end users Cons Some settings are not so obvious with out the help of Halo support and documentation is lacking. While there's a good overall knowledgebase it only really covers the basics anything else is a call into support. Also as of now (April 2022) they require at least 10-20 licenses due to their extreme growth. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/) Review Source TO Tahir O. Head of IT Non-Profit Organization Management Used the software for: 2+ years ### "Great ITSM platform" April 13, 2022 5.0 Really happy with the service and would highly recommend HaloITSM Pros Easy to use, slick and professional. Offers a lot of other built in services Cons Not mobile friendly, good to see demo on future releases. Review Source PM Paul M. IT Manager Mechanical or Industrial Engineering Used the software for: 2+ years ### "Multi Function" January 6, 2017 4.0 We've been using NHD for the last 4 years, and it has been suited to our needs to cover our IT, Systems and Facilities teams. It has sufficient customisation and security to allow us to use the system for logging our tickets across the departments, and security to allow segregation of information, for example IT cannot see Facilities tickets and vice versa. We also like the automated ticket function for regular tasks in IT and Facilities. Reporting functionality is suitable for our needs too, allowing us to report on the team's activities, monthly, quarterly and annually. Review Source HJ Harvey J. Application Analyst Utilities Used the software for: 1-2 years ### "Halo IT use" April 20, 2022 5.0 very happy with the product Pros Is easy to use, very customizable. It is used daily for incidents, requests etc, and you need speed and fields in the right places. all of this is catered for in the product. Cons Searching could be better. Especially finding old tickets. Review Source Oluwafemi M. IT & Faclities Helpdes Non-Profit Organization Management Used the software for: Less than 6 months ### "Innovative Helpdesk Software. " October 15, 2019 5.0 resolving, reducing and solving problems encountered daily. and finding long lasting solutions to some of the company's frequent IT & Maintenance issues. Pros The software is easy to use , and accessible to you anywhere at any giving time of the day. The IT & Facility Team are happy with the method at which ticket are been resolved, assigned, reassigned and triage to each and every member of each team. Cons haven't find any at the moment. Review Source JM James M. IT Service Transition Manager Non-Profit Organization Management Used the software for: Less than 6 months ### "Recent purchase" April 21, 2022 4.0 Limited so far as a tool as have not started to use it yet within the wider team, but good interaction with Halo reps. Pros Easy to use and clear interface. Lots of features to enable full use of ITSM services. Cons There are some development issues taken away by the consultant to address during the implementation Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/)[IFS assyst](https://www.capterra.com/p/6742/assyst/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Hornbill](https://www.capterra.com/p/143649/Hornbill/) Reason for choosing HaloITSM Functionality and perceived ease of use Review Source GD Grant D. IT Manager Oil & Energy Used the software for: 2+ years ### "NetHelpDesk review" January 17, 2019 4.0 NetHelpdesk is a one stop shop for all our service desk needs and allows us to manage and meet our clients' expectations. Pros Easy of use and in line with ITIL Cons No major issues Review Source RK Ross K. Service Desk Manager Computer Software Used the software for: Less than 6 months ### "really good, made things so much easier" November 29, 2016 5.0 Been using NetHelpDesk for a while now and it is amazing. we use it across all our departments so its easy to communicate between departments rather than using different systems and not being able to cross over. The integration with Microsoft SCCM was another one of the main reasons we chose NetHelpDesk and it seamlessly fits together. The after sales support is fantastic, any time we have got in contact there has been a resolution over the phone then and there or pretty soon after if it needs to be worked on by developers. Would highly recommend the software to anyone, with so many features it could work in any type of business regardless of size and industry. Pros After sales support, Cross department use, integration with other programs Cons haven't found any yet Review Source MH Martin H. Used the software for: ### "Helpdesk Software" February 21, 2017 4.0 I trialed about 12 different products before I stopped on NetHelpDesk. The first (and best) thing to make me want to have this software was the staff. The pre-sales assistance was excellent and not pushy at all. The post sales support has also been wonderful. As for the actual software, it'll pretty much do anything you want and IF it doesn't quite do what you want the staff are very open to changes being suggested. The only downside I find is that because there are so many features and possibilities within this software it can sometimes be hard to find the right way to work for me. Again I must say the staff are extremely nice AND helpful all of the time. Pros Feature rich Easy to use interface Cons Can be complicated setup Can be a lot of ways to achieve the same outcome so finding the right working practice can be tricky Review Source Similar Products Featured ## Related categories [ITSM](https://www.capterra.com/itsm-software/)[IT Service](https://www.capterra.com/it-service-software/)[Service Desk](https://www.capterra.com/service-desk-software/) ## 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.