HaloITSM vs SmartSuite Enterprise Service Desk
HaloITSM
haloitsm.comSmartSuite Enterprise Service Desk
smartsuite.comSide by side
| Figure | HaloITSM | SmartSuite Enterprise Service Desk |
|---|---|---|
| Price from | £33/mo | $15/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 5 | 7 |
| Spec score · IT SLA Management Software | 9.1 (#5) | 8.6 (#15) |
| API | Halo describes its platform as API-centric, and its guides explain how to connect applications through the Halo API. | The REST API can retrieve, read, update, and delete solution data, while webhooks can deliver events to external systems. |
| Company | Halo describes itself as a UK-based software company founded and based in Suffolk. | SmartSuite says it was founded by Jon Darbyshire, Tara Darbyshire, and Peter Novosel; its about page does not state a founding year or headquarters. |
| Company legal name | The legal entity is Halo Service Solutions Ltd, company number SC216980; previous legal names include Net Help Desk Limited and CNet Information Systems Limited. | Crunchbase identifies the company as SmartSuite Holdings, Inc. |
| Documentation | The official guide library includes administrator guides for actions, agents, custom fields, tickets, stock, self-service, services, SLAs, statuses and views, plus reporting and AI guides. | The public developer portal includes endpoint references, authentication, errors, rate limits and webhook documentation, while the Help Center has an API collection with 11 articles. |
| Integrations | Halo advertises more than 200 native integrations, including Microsoft 365, Azure AD, Entra ID, Teams, Slack, Jira, Salesforce, monitoring and discovery tools. | SmartSuite lists native connections for Salesforce, Gmail, Intercom, Google Drive, Google Sheets, Slack, Jira Cloud, Box, HubSpot, Google Maps, Twilio, Dropbox, Microsoft Teams, OneDrive, Outlook and Google Calendar. |
| Licence | Halo's terms grant a limited internal-use subscription and prohibit copying, reverse engineering, derivative works, sublicensing and source-code discovery, indicating proprietary software. | The terms grant a non-exclusive, non-transferable right to use the hosted service during the subscription term and identify SmartSuite technology as proprietary. |
| Purpose | HaloITSM provides IT service management software for handling incidents, service requests, changes, problems, assets, and reporting. | SmartSuite ESM brings HR, Facilities, Finance, Legal/Compliance, and other internal services into one connected service experience. |
| Rating on Capterra | 4.7 out of 5 from 44 reviews. | 5.0 out of 5 from 26 reviews |
| Rating on G2 | 4.8 out of 5 from 22 reviews. | 4.6 out of 5 from 90 reviews |
| Rating on GetApp | 4.7 out of 5 from 43 reviews. | 5.0 out of 5 from 26 reviews |
| Rating on Google Play | 2.7 out of 5 from 43 reviews. | 3.5 out of 5 from 86 reviews |
| Rating on TrustRadius | 9.5 out of 10 from 15 reviews and ratings. | 10 out of 10 from 20 reviews |
| Reporting | Included reporting capabilities cover custom reports, dashboards, scheduled reports, SLA and KPI reporting, real-time widgets and data export. | Live dashboards report backlog, SLA performance, category trends and service-team workload. |
| REST API | The public REST API uses OAuth2, JSON payloads and bearer access tokens; the web application itself is driven by the API, and applications require a client ID and secret or redirect URI. | The public REST API uses JSON over HTTPS, covers solutions, tables, records, fields, webhooks, members and teams, and is available on all plans with usage limits. |
Plans
HaloITSM
- HaloITSM public-sector listing£33 a month
- All-inclusive ITSM software (G2 listing)£40 a month
- HaloITSM£66 a month
- Halo all-in-one platform£69 a month
- Halo Enterprise PackagePrice not published
SmartSuite Enterprise Service Desk
- Team$15 a month
- Team$15 a month
- Professional$32 a month
- Professional$32 a month
- EnterprisePriced on request
- EnterprisePriced on request
- SignaturePriced on request
In their own words
HaloITSM
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.
SmartSuite Enterprise Service Desk
SmartSuite Enterprise Service Desk brings HR, Facilities, Finance, Legal/Compliance and other internal services into one employee service experience. Employees can submit structured requests through a portal, see status and receive notifications. Teams can route requests by category, automate triage, apply conditional rules and manage multi-step approvals with decision logs and comments. SLA and OLA timers, escalation workflows, backlog dashboards and service trend reporting support service oversight. Forms, workflows, routing rules, dashboards and SLA models can be configured without engineering; optional AI Assist classifies and summarizes requests. Governance features include role-based access, audit trails, decision history and version history. Integrations include Slack, Microsoft Teams, Twilio, Outlook Email, Google Meet, Jira Cloud and HubSpot, plus Zapier, Make, Ply and Relay connectors. The REST API retrieves, reads, updates and deletes solution data, while webhooks deliver events to external systems. SmartSuite says SOC 2 Type II compliance and ISO 27001 certification apply to every plan. The service is cloud-deployed, with paid plans from $15/user/mo billed annually and a 14-day trial.