HaloITSM

Avantages

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

Inconvénients

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 envisagées 

Pourquoi passer à HaloITSM

Avantages

- 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.

Inconvénients

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

Avantages

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.

Inconvénients

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 envisagées 

Pourquoi choisir HaloITSM 

Logiciel antérieur 

Pourquoi passer à HaloITSM

Avantages

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.

Inconvénients

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 envisagées 

Pourquoi choisir HaloITSM 

Logiciel antérieur 

Pourquoi passer à HaloITSM

Avantages

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!

Inconvénients

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 envisagées 

Pourquoi choisir HaloITSM 

Pourquoi passer à HaloITSM

Avantages

The ease of implementation, and the telephone support

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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 envisagées 

Pourquoi choisir HaloITSM 

Pourquoi passer à HaloITSM

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

No tengo quejas, me gusta mucho esta aplicacion.

Avantages

Ease of useFlexibility and alterability of the whole toolEnd user portal

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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!

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

Can look to be a little bit overwhelming at first.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Avantages

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

Inconvénients

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

Avantages

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...

Inconvénients

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!

Avantages

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.

Inconvénients

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 envisagées 

Logiciel antérieur