Zendesk and HaloITSM are products in the customer service and IT service management domains. Zendesk has stronger customer support attributes, whereas HaloITSM offers comprehensive functionality advantageous for users seeking a full ITSM suite.
Features: Zendesk includes robust customer engagement features, powerful ticketing systems, and comprehensive communication tools. HaloITSM provides service management features, incident management, problem management, and change and asset management, catering to IT departments requiring a full ITSM solution.
Ease of Deployment and Customer Service: Zendesk offers cloud-based deployment with efficient onboarding and support, ensuring rapid implementation. HaloITSM also deploys via a cloud-based model; however, its installation can present challenges due to its full ITSM suite. Zendesk's model allows faster adaptability, while HaloITSM's service offerings require longer onboarding but with thorough support.
Pricing and ROI: Zendesk presents higher setup costs but provides significant ROI by improving customer interactions and satisfaction. HaloITSM offers lower initial costs with a scalable pricing model, appealing to businesses desiring full ITSM capabilities with minimal upfront investment.
| Product | Market Share (%) |
|---|---|
| Zendesk | 4.6% |
| HaloITSM | 2.3% |
| Other | 93.1% |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
HaloITSM is an IT service management solution that helps businesses streamline the entire incident lifecycle, from ticket creation to issue resolution. It enables professionals to update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.
HaloITSM allows organizations to link new incidents with existing requests and share potential solutions with team members or end-users through the knowledge base. Managers can specify default values such as categories, priority, service-level agreements, or mailboxes before creating requests. Customer service agents can view upcoming tasks on a calendar and streamline approval processes by requesting validation on ticket creation or modifications.
HaloITSM facilitates integration with various third-party applications such as Slack, Microsoft Office 365, Okta, Splunk, Facebook, Twitter, and more. Other features of HaloITSM include reporting, compliance management, status tracking, a self-service portal, collaboration, and auditing. It also helps businesses generate maintenance requests, store asset details, and set validation rules across configuration fields using IP addresses or numeric passwords.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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