Halo
vs
SugarCRM
Company size
Number of employees
Microbusinesses (1-10)
Small businesses (11-100)
Medium-sized businesses (101-500)
Large companies (500+)
Microbusinesses (1-10)
Small businesses (11-100)
Medium-sized businesses (101-500)
Large companies (500+)
Platform
Cloud service
On-premises
Mobile app
Cloud service
On-premises
Mobile app
Price information
Free trial
Module pricing
Subscription pricing
Licence pricing
Free trial
Module pricing
Subscription pricing
Licence pricing
Product features in Case Management Software
Automation and triggers
Case & response templates
Chat for customer and internal support
Customer service management & support
Customisable reports
Deviation management
Digital forms & self-service
Help desk functionality
Integration with ERP/CRM
Inventory and asset management
Knowledge base
Mobile-friendly interface
Real-time 360-degree overview
Self-service portal
Service management
SLA & escalation
Statistics & monitoring module
Sub-cases and delegation
Webhooks & API
Automation and triggers
Case & response templates
Chat for customer and internal support
Customer service management & support
Customisable reports
Deviation management
Digital forms & self-service
Help desk functionality
Integration with ERP/CRM
Inventory and asset management
Knowledge base
Mobile-friendly interface
Real-time 360-degree overview
Self-service portal
Service management
SLA & escalation
Statistics & monitoring module
Sub-cases and delegation
Webhooks & API
Product features in Customer Service Software
Case status
Handling time
Live chat
Phone
Prioritisation
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Case status
Handling time
Live chat
Phone
Prioritisation
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
5.0Highest
Collaboration with the supplier
5.0Highest
Support and service
5.0Highest
Range of features
5.0Highest
Customisation and flexibility
5.0Highest
Integration
5.0Highest
Value for money
5.0Highest
How satisfied are you overall?
5.0Highest
Ease of use
4.6
Collaboration with the supplier
4.8
Support and service
4.1
Range of features
4.5
Customisation and flexibility
4.2
Integration
3.8
Value for money
4.6
How satisfied are you overall?
4.7
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.
