Halo
vs
SugarCRM
Company size
Number of employees
Microenterprises (1-10)
Small business (11-100)
Medium-sized enterprises (101-500)
Large companies (500+)
Microenterprises (1-10)
Small business (11-100)
Medium-sized enterprises (101-500)
Large companies (500+)
Platform
Cloud service
On-premises
Mobile app
Cloud service
On-premises
Mobile app
Price information
Free trial
Price model module
Subscription price model
Price model license
Free trial
Price model module
Subscription price model
Price model license
Product features in Case Management Systems
360 view (oneview in real time)
Case & response templates
Chat support
Customer service management & support
Customize & model reports
Delegation & feedback of sub-cases
Deviation management
Digital forms & self-service
Helpdesk case management
Integration with ERP/ CRM
Inventory
Knowledge database
Mobile-friendly interface
Self-service portal
Service management
SLA & Escalation
Statistics & follow-up module
Triggers
Webhooks & API
360 view (oneview in real time)
Case & response templates
Chat support
Customer service management & support
Customize & model reports
Delegation & feedback of sub-cases
Deviation management
Digital forms & self-service
Helpdesk case management
Integration with ERP/ CRM
Inventory
Knowledge database
Mobile-friendly interface
Self-service portal
Service management
SLA & Escalation
Statistics & follow-up module
Triggers
Webhooks & API
Product features in Customer Service System
Case status
Handling time
Livechat
Phone
Priority function
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Case status
Handling time
Livechat
Phone
Priority function
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Reviews
Based on 7 reviews
Based on 13 reviews
Ease of use
Cooperation with the supplier
Support and service
Range of functions
Customisation and flexibility
Integration
Value for money
How satisfied are you overall?
Ease of use
Cooperation with the supplier
Support and service
Range of functions
Customisation and flexibility
Integration
Value for money
How satisfied are you overall?
Reviews
Pros
The best thing about Halo is that it brings everything together in one place - case management, customers and change management. This means that we do not have to use several different systems. MSP Nordics gave us very good tips and ideas on how to set up the system.
As a Service Desk Manager, Halo is a tool that has really simplified and improved our daily work. What I like most is how user-friendly and structured the system is. We can easily manage tickets, prioritise workflows and follow SLAs in real time, ensuring that we deliver high quality service to our users.
The automation is one of my absolute favourites - with features like automated escalations, reminders and customisable workflows, we can work faster and more efficiently. In addition, the reporting tools have been invaluable. They give us a clear overview of key metrics such as case volumes, resolution times and team performance, making it easier to identify areas for improvement and make data-driven decisions.
Another great benefit is the self-service portal. Our end-users can easily create, track and resolve simple tickets themselves, which has relieved our team and improved the user experience.
In summary, HaloITSM has made our service desk more organised, efficient and proactive. It is a tool I highly recommend to anyone who wants to take their ITSM to the next level!
The switch to Sugar Sell and even more so Sugar Serve has allowed us to completely change how we use our CRM. Now we have a database that we can pull reports from and allocate processes to. Serve with CJP and BPM allows a strategic process with automated steps that need to be followed in order to reach the next step. This means that important steps are not missed. For the user, it's streamlined and user-friendly too. Well done!
Easy to use. Navigating is super easy. The user interface is nice. The support is great. I like their Dashboard.
Reviews
Cons
Halo offers many integrations, but some of them require a little extra configuration to work smoothly. Once they are in place, everything works seamlessly.
As a Service Desk Manager, I really appreciate most things about Halo, but if I have to mention something I like the least, it's that some advanced customisations and integrations can be a bit time-consuming to set up on my own. The system has an incredible amount of features, but sometimes it takes a little extra time to configure them exactly the way we want them.
Having said that, this is something that is really solvable with the right support we received from our local Swedish partner - and once we have customised the system, it works exceptionally well. The inbuilt automation and workflow features are powerful, and when we've taken the time to set them up, we've seen huge improvements in both efficiency and quality.
The dynamic reports need more options for graphs. I also miss detailed year-to-year reports.
Some plugins don't work very well. Especially third-party plugins. The cost to get started is quite high. It's not very customisable, but on the other hand, there are a lot of features. Sometimes it can lag a bit and take time to load. The support is slow sometimes, but they still try to solve the problems.
