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What is Halo, and what makes it different from other customer service platforms? Halo is a unified customer service and IT service management platform. Where most tools charge separately for helpdesk, CRM and ITSM features, Halo combines them in a single configurable system, with omnichannel ticketing, SLA management, asset tracking and AI-assisted resolution included as standard. --- What types of teams use Halo? Halo is used by customer service, IT support and operations teams, typically in mid-market and enterprise organisations. It suits companies that have outgrown basic helpdesks and need configurable workflows, multi-department support or compliance-grade audit trails. --- How long does it take to go live? Most mid-market teams go live in 8–10 weeks. Complex enterprise environments typically take longer. Halo's team handles data mapping from your existing platform using pre-built migration tools, ensuring historical tickets, attachments, custom fields and audit trails are carried over intact. --- Does Halo replace our existing CRM, or does it sit alongside it? Either. Halo has native bi-directional synchronisation with major CRM platforms, allowing it to operate as your service layer without replacing your existing system. If you want to consolidate, it can also function as a full CRM. The Halo team will scope the right approach during your trial. --- How does Halo handle AI, and is our data safe? Halo AI operates within isolated tenant boundaries and your data is never used to train third-party models. Features include PII redaction, admin-level kill switches and full prompt and response audit logging, making it suitable for regulated industries. --- What does Halo cost, and how is it priced? Halo is priced per agent per month with no feature-tier paywalls, meaning everything is included. Pricing scales with team size rather than feature access. You can view pricing details at usehalo.com/pricing. --- How hard is it to configure and maintain? Most administrators are self-sufficient after implementation. Configuration uses visual builders rather than scripting, and every change is versioned, previewable and reversible, removing the need for professional services support for routine changes. --- Can Halo support multiple departments beyond customer service? Yes. Halo is used as an Enterprise Service Management platform across IT, HR, finance, facilities and legal teams, all within the same instance. Each department gets its own portal, workflows, SLAs and reporting while sharing underlying infrastructure and AI capabilities. --- Is there a free trial, and what does it include? Halo offers a structured trial with unlimited access to a pre-configured environment, including sample data, workflows and integrations. --- Does Halo have a mobile app? Yes. Halo has native iOS and Android apps for agents, supporting ticket management, notifications, time logging and approvals on the move. Field service and on-site support teams use it alongside the full browser-based interface. --- Does Halo include CSAT and customer feedback tools? Yes. Halo includes configurable CSAT surveys triggered automatically on ticket closure, with results tied to individual agents, teams and ticket categories. Scores feed directly into performance dashboards, enabling managers to identify trends, coach underperforming agents and report against service quality targets without third-party survey tools.