Avaliações do HaloITSM

Feature Rich and a Great User experience

Comentários: Excellent Service with an Excellent Product. Their customer service is very good with someone always happy to help as soon as you call in.

Vantagens:

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

Desvantagens:

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.

A simple tool to mange tickets and changes

Comentários: Very well pleased with using Halo day in and day out.

Vantagens:

- 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.

Desvantagens:

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

Would Recommend

Comentários: It works great for what we need it for and it makes getting back to employees/ internal customer service so effective and efficient.

Vantagens:

User friendly, easy to navigate, straight forward

Desvantagens:

You kind of have to know where to click to see the newest tickets.

Multi Function

Comentários: 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.

BA Review - HaloITSM

Vantagens:

Easy to use and manage IT tickets. UI is okay, not too fancy and not too dull.

Desvantagens:

Sometimes the software takes time to load and function properly.

The best user experience

Comentários: So far the experience has been excellent. Our account manager is regularly in touch, and the support available id excellent.

Vantagens:

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.

Desvantagens:

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.

Great ITSM Tool

Comentários: In general it has been very good, deployment was great (although a paid for extra of course).

Vantagens:

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.

Desvantagens:

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.

Best Service Desk Software

Comentários: 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.

Vantagens:

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!

Desvantagens:

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).

Excellent support and useful features

Comentários: Very good experience, but we're still needing to take up the additional features

Vantagens:

The ease of implementation, and the telephone support

Desvantagens:

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

Slick web application with excellent support

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

La mejor herramienta para gestion de solicitudes de IT

Comentários: 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

Vantagens:

es una herramienta que te va a permitir gestionar solicitudes de soporte en todo su rango de operacion generando una facilidad y agilidad excepcional

Desvantagens:

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

A well-rounded ITSM system you cannot go wrong with!

Vantagens:

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

Desvantagens:

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

Excelente experiencia de usuario.

Vantagens:

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

Desvantagens:

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

La mejor experiencia.

Vantagens:

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

Desvantagens:

No tengo quejas, me gusta mucho esta aplicacion.

Happy with Halo!

Comentários: 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.

Vantagens:

Ease of useFlexibility and alterability of the whole toolEnd user portal

Desvantagens:

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

Great Solution with intuitive UX making onboarding and customisation a breeze

Comentários: 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.

Vantagens:

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

Desvantagens:

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

NetHelpDesk where have you been all my life?

Comentários: 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.

Vantagens:

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.

Desvantagens:

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!

Customer Support By nethelpdesk

Comentários: It is good for a small medium enterprise

Vantagens:

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

Desvantagens:

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

A great piece of kit out of the box, and easily customisable

Comentários: 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.

Vantagens:

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

Desvantagens:

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

A great helpdesk ticketing and tracking system

Comentários: 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.

Vantagens:

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.

Desvantagens:

Can look to be a little bit overwhelming at first.

Halo review

Comentários: 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

Vantagens:

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

Desvantagens:

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

HaloITSM - A great solution!

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Servicedesk management

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

Cost effective IT Service Management Software

Comentários: Great experience overall, from initial configuration of our specific requirements, ease of use, through to fast and friendly support.

Vantagens:

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.

Desvantagens:

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.

Second to None

Comentários: 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.

Vantagens:

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.