GudDesk vs HaloITSM

GudDesk is an open-source customer messaging platform combining live chat, a shared inbox, knowledge-base publishing, AI agents and workflow automation. Its embeddable widget handles real-time messages, custom colors and visitor tracking. The inbox unifies chat, email and bot conversations with assignment, tags, priorities, internal notes and collision detection. GudBot, TriageBot and OnboardBot are included, while custom agents can connect through webhooks and the REST API. Knowledge-base tools cover article editing, collections, a public searchable help center, suggestions, analytics and AI-agent integration. Rules can assign, tag, route, notify or escalate conversations based on lifecycle events. GudDesk is self-hostable under AGPL-3.0 using Docker Compose or bare metal with PostgreSQL and Node.js. Hosted data is stored in United States and European Union data centers; self-hosted data remains on the customer’s infrastructure. The Free plan allows two workspace members and 500 conversations monthly. Pro costs $29 a month, billed flat, with unlimited members and conversations, Claude-powered AI, Slack integration and priority email support.

HaloITSM is IT service management software for handling incidents, service requests, changes, problems, assets, and reporting. Teams can capture incidents through multiple channels, route them, track SLAs and OLAs, and manage major incidents in a dedicated console. The service catalogue supports forms, approvals, tasks, automation, and portal request tracking. Change management covers approvals, CAB reviews, risk checks, calendars, implementation plans, and rollback steps. Halo brings assets, configuration items, services, and users into a related view, with discovery and integrations for updating data. Reporting includes 1,000+ out-of-the-box reports and a no-code query builder. The platform is API-centric and offers web, iOS, Android, self-hosted, and API options. HaloITSM costs £66 a month per agent, billed annually, with all features included; end users and portal customers are free. An onboarding package is required at a bespoke cost. A 30-day trial includes all features and modules without requiring a credit card. Halo is a UK-based company founded and based in Suffolk.