TrustRadius: an HG Insights company

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Freshservice

    Score8.8 out of 10
    N/AFreshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

    $29

    per month per agent

    HaloITSM

    Score9 out of 10
    Enterprise companies (1,001+ employees)
    HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. Boasting over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. The vendor describes the following five differentiators: 1.…

    $49

    per month per user

    Pricing
    FreshserviceHaloITSM
    Editions & Modules
    Starter
    $29.00
    per month per agent
    Growth
    $59.00
    per month per agent
    Pro
    $119.00
    per month per agent
    Enterprise
    Custom
    On Premise
    $49
    per month per user
    Cloud
    $49
    per month per user
    Offerings
    Pricing Offerings
    FreshserviceHaloITSM
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    YesYes
    Entry-level Setup FeeNo setup feeOptional
    Additional DetailsDiscount available for annual billing.There is 15% discount for all charities, educational institutions and non-profit organisations.
    More Pricing Information
    Community Pulse
    FreshserviceHaloITSM
    Considered Both Products
    Freshworks Inc
    Chose Freshservice
    We found Freshservice to have the best balance between pricing and features. While you don't get nearly as many possibilities as with ServiceNow (e.g., the ability to build nearly any type of workflows from end-to-end), the solution is quite user-friendly with not much of a …
    Incentivized
    Halo Service Solutions
    Chose HaloITSM
    Based on our requirements, this is how we scored them. Halo - 78, ServiceNow - 77, Ivanti - 67, Jira - 57, Freshservice - 41. This was based purely on our requirements and whether additional modules required additional licences.
    Incentivized
    Chose HaloITSM
    HaloITSM offered the highest level of functionality, available as standard, at our price level. Halo support during our trial period was second to none and unrestricted. We had a list of deciding factors covering the most important areas of functionality and HaloITSM covered …
    Incentivized
    Chose HaloITSM
    Halo just matched all our criterias like: provide knowledgebase articles with or without beeing logged in, assessing knowledgebase articles to user groups, sync users with Azure login via SSO customizable selfservice portal, disable modules which are not in use, provide …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    FreshserviceHaloITSM
    Incident and problem management
    Comparison of Incident and problem management features of Freshservice and HaloITSM
    Feature
    Freshservice
    8.2
    142 Ratings
    HaloITSM
    8.4
    12 Ratings
    Organize and prioritize service tickets9.1142 Ratings8.612 Ratings
    Expert directory8.3100 Ratings8.58 Ratings
    Service restoration8.485 Ratings8.77 Ratings
    Self-service tools8.1126 Ratings8.611 Ratings
    Subscription-based notifications7.9103 Ratings8.612 Ratings
    ITSM collaboration and documentation7.6117 Ratings8.39 Ratings
    ITSM reports and dashboards8.1122 Ratings7.712 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Freshservice and HaloITSM
    Feature
    Freshservice
    7.7
    114 Ratings
    HaloITSM
    7.9
    10 Ratings
    Configuration mangement7.4106 Ratings8.07 Ratings
    Asset management dashboard7.5111 Ratings7.77 Ratings
    Policy and contract enforcement8.278 Ratings8.05 Ratings
    Change management
    Comparison of Change management features of Freshservice and HaloITSM
    Feature
    Freshservice
    8.0
    109 Ratings
    HaloITSM
    8.8
    9 Ratings
    Change requests repository7.7103 Ratings8.79 Ratings
    Change calendar7.887 Ratings8.77 Ratings
    Service-level management8.4102 Ratings9.08 Ratings
    User Ratings
    FreshserviceHaloITSM
    Likelihood to Recommend
    8.5
    (143 ratings)
    9.0
    (12 ratings)
    Likelihood to Renew
    8.7
    (7 ratings)
    -
    (0 ratings)
    Usability
    9.5
    (13 ratings)
    9.1
    (1 ratings)
    Availability
    9.0
    (5 ratings)
    -
    (0 ratings)
    Performance
    7.8
    (6 ratings)
    -
    (0 ratings)
    Support Rating
    8.3
    (107 ratings)
    8.2
    (1 ratings)
    In-Person Training
    7.3
    (1 ratings)
    -
    (0 ratings)
    Online Training
    7.2
    (3 ratings)
    -
    (0 ratings)
    Implementation Rating
    9.1
    (8 ratings)
    -
    (0 ratings)
    Configurability
    7.9
    (5 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.8
    (3 ratings)
    -
    (0 ratings)
    Ease of integration
    6.4
    (7 ratings)
    -
    (0 ratings)
    Product Scalability
    8.1
    (6 ratings)
    -
    (0 ratings)
    Professional Services
    8.6
    (4 ratings)
    -
    (0 ratings)
    Vendor post-sale
    8.3
    (4 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.0
    (5 ratings)
    -
    (0 ratings)