--- title: Hornbill Service Manager Reviews meta\_title: 'Hornbill Service Manager Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 137 reviews by the users' company size, role or industry to find out how Hornbill Service Manager works for a business like yours. aggregate\_rating: rating\_value: 4.5 review\_count: 137 scale: '5' date\_modified: '2026-08-07' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Hornbill Service Manager Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by Hornbill Service Manager but has limited features. Are you part of the Hornbill Service Manager team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger. * * * Seller [Hornbill](https://www.g2.com/sellers/hornbill) Discussions [Hornbill Service Manager Community](https://www.g2.com/products/hornbill-hornbill-service-manager/discuss) Solution Type All-in-One Overview by Trevor Killick (Head of Digital Marketing at Hornbill) Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 3 months ### Return on Investment 20 months [ View More Pricing Information ](https://www.g2.com/products/hornbill-hornbill-service-manager/pricing) ## Top-Rated Alternatives [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,347) ](https://www.g2.com/products/freshservice/reviews) [ ![ServiceNow IT Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ServiceNow IT Service Management") ServiceNow IT Service Management 4.5/5(1,948) ](https://www.g2.com/products/servicenow-it-service-management/reviews) [ ![SysAid](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SysAid") SysAid 4.5/5(753) ](https://www.g2.com/products/sysaid/reviews) [ View All Alternatives ](https://www.g2.com/products/hornbill-hornbill-service-manager/competitors/alternatives) ## User Insights Average based on 137 real user reviews. Implementation Time 3 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) ![Aaditya P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aaditya P.") AP Aaditya P. Associate Process Analyst Information Technology and Services Mid-Market (51-1000 emp.) 5/10/2024 "Efficient and User friendly: Hornbill Service Manager" 4/5 What do you like best about Hornbill Service Manager? The best part about Hornbill Service Manager is how easy it is to use It helps us track service requests and its customizable workflows are really helpful for making our work easier Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Hornbill Service Manager does not integrate well with some other tools we use so moving data around can be hard Also, setting it up was a bit tricky and needed more help than we thought Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? It helps us track and manage service requests more efficiently reducing response times and improving customer satisfaction. Its customizable workflows allow uss to automate repetitive tasks saving us time and ensuring consistency in our service delivery Review collected by and hosted on G2.com. Show More 5/13/2024 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Higher Education](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Higher Education") UH Verified User in Higher Education Mid-Market (51-1000 emp.) 2/25/2021 "Just a user" 2.5/5 What do you like best about Hornbill Service Manager? Since the move to the cloud-based Hornbil a much cleaner interface and more responsive. Lots more functions and easier to access - fast and responsive Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Lack of integration to GSuite but this may just be the way our admin has set the system up. Disappointed to find that extra functionality that really should be in the base product is an extra monthly cost - for instance, we wanted to include maintenance contracts but this is an addon to an already pricy product Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Great product and should be in the mix when evaluating a service desk product Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Originally on site version - needed much customisation and never really had a good data flow. The new system is much more intuitive and the workflow is more intuitive but still lacks some basic functions that are only available if we pay more! Review collected by and hosted on G2.com. Show More 8/30/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Simon A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Simon A.") SA Simon A. ICT Operations Manager Enterprise (\> 1000 emp.) 3/22/2022 "A feature rich service management solution and good value proposition" 4/5 What do you like best about Hornbill Service Manager? Excellent workflow engine allowing you to configure both quick and simple solutions, with the ability to add in complex workflows as your own processes mature. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Hornbill has a good active user group and the Hornbill support team are extremely helpful. The mechanism for feature requests however is not easy to use or track requests. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Compare features and cost against the markets global players Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? We have used Hornbill Service Manager to solve our problems in our Starter, Leaver and Mover requests and in particular using Hornbill to manage assets and their relationships to users and business services. This realizes benefits from both data security and the value of the assets. For example physical value such as mobile handsets and licenses for software products such as M365 subscriptions. We currently use Azure AD , InTune and MS Teams integrations and will be looking to explore API integrations with SolarWinds and our own back-office systems. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic HG Hayley G. Lead ITSM Analyst Enterprise (\> 1000 emp.) 3/22/2022 "Fantastic Customer Service and Progression over the years" 4.5/5 What do you like best about Hornbill Service Manager? My Company has been a Hornbill customer for 5 years now. It is a younger ITSM solution so not as advanced as some of its competitors. However, the speed at which they are churning out new solutions is amazing and they are quickly catching up. The reason we have remained with Hornbill for so many years though is because they have to be the best company I have worked with in regards to their customer service. Nothing is too much, they go above and beyond when it comes to helping out and are always at the end of the phone. No request is too much to ask. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? There is very little to dislike, however as mentioned above they are a younger solution so are not always as advanced as other competitors. However, they are working towards that and it's clear from the improvements they roll out quarterly. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Hornbill Service Manager has helped us to manage the tickets we receive from customers, we use KPI's and Metrics to keep ourselves as a department in check. Our customer service has improved with the implementation of Hornbill Service Manager. We are starting to use the Asset Management side of it a lot more to keep track of our assets and make sure they are being monitored correctly, The next step is to look into the automation side. We have managed to fully switch to a virtual cab setting and retrieve hours back monthly for our Heads of service by doing this. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic NG Nasim G. Change and Problem Manager Enterprise (\> 1000 emp.) 3/15/2022 "Hornbill Service Manager is easy to use for customers and analysts" 5/5 What do you like best about Hornbill Service Manager? Hornbill is very easy to use, with a clean customer portal. It makes raising a request very easy for the customer, with all the useful info (active requests, bulletins, faq) on one page. Analysts also need very little training, I just send them a one-page help guide and have had no complaints. It is very cost-effective and admin of the system is simple, especially for staff with no previous application/ programming background (link me). The vendor is very responsive to us as customers, and there is a large community on their forum sharing tips and getting feature requests supported. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Not much to dislike but pain of getting staff of Internet Explorer, as this is no longer supported with Hornbill has been a bit more painful than I expected...I mean who uses IE anymore :-) Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Beginning to look at integrations with Teams, encouraging self-service through predictive FAQs, and looking at Account automation through ITOM. Things on my wish list that are not far away are asset management through Hornbill. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") AH Verified User in Hospital & Health Care Enterprise (\> 1000 emp.) 9/1/2020 "Experience is very positive and beneficial" 5/5 What do you like best about Hornbill Service Manager? Offered balanced advice and support throughout the process which has enabled the organisation to implement a much improved call monitoring and call logging system and shared some great knowledge which has assisted with driving forward developments to meet the 21th sentry. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Nothing so far we have found the system very rewarding (we have only been live for 1 day) Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Switch On was amazing and very informative, we were all very impressed and decided to purchase the software. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Presenting users/members of the Team with Quick Reference Guides to ensure we can resolve user requests and incidents in a timely manner to meet trust SLA's. All information is presented within one place and ensure we get more information at the point of logging the call. Review collected by and hosted on G2.com. Show More 3/30/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Mid-Market (51-1000 emp.) 3/29/2022 "FatFace Hornbill Experience" 4/5 What do you like best about Hornbill Service Manager? Hornbill Service Manager enables you to have the autonomy to manage your services in the way that works best for the team in real time. Being able to be dynamic with the settings is a real benefit for us. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? I think it could look nicer in order to have a better user experience. The Search functions could work better as well; either when looking in request view or searching within Admin Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? We are better able to track issues and workload with Hornbill Service Manager. This is essential for the day to day running of the Live Service teams. We are also able to integrate with our 3rd parties, which is very helpful. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic KL Ketan L. Senior IT Support Specialist Mid-Market (51-1000 emp.) 3/15/2022 "Hornbill service manager" 5/5 What do you like best about Hornbill Service Manager? It's very flexible and works as the user required. Very stable product - Once configured it works. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? I don't dislike anything about it. There is not anything to dislike about it. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Its the best product available out there. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? As it's very flexible users find it very easy to use and adapt to the new ways of working. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic PL Paul L. Human Resources Operations Team Leader Mid-Market (51-1000 emp.) 2/16/2022 "Service Improvement" 4.5/5 What do you like best about Hornbill Service Manager? The Hornbill system has enabled us to reduce our Emails from staff by 30% over the last 12 months and provides greater visibility to customers of their requests from start to close and enables them to provide valuable feedback to improve our processes. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? all good with the system, although we are still deceloping our reporting capabilities Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? visibility for both customers and HR staff Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Small-Business (50 or fewer emp.) 11/18/2020 "Great" 4/5 What do you like best about Hornbill Service Manager? Being able to automate with AD and other Databases Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Navigation can be kind of confusing and finding old tickets is difficult if you dont remember the users name Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Automation Review collected by and hosted on G2.com. Show More 3/15/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ## Questions about Hornbill Service Manager? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Hornbill Service Manager ](https://www.g2.com/products/hornbill-hornbill-service-manager/discussions/new) ![Adam C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Adam C.") AC Adam Capps • Last activity over 5 years ago How can we automatically capture emails into tickets and respond with an auto-responder ticket? 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/40756-how-can-we-automatically-capture-emails-into-tickets-and-respond-with-an-auto-responder-ticket) SP Sarah Parker • Last activity over 5 years ago How do I stop the screen from flashing when updating 1 Upvote 2 [ Join the conversation ](https://www.g2.com/discussions/40997-how-do-i-stop-the-screen-from-flashing-when-updating) [ View all Discussions ](https://www.g2.com/products/hornbill-hornbill-service-manager/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 3 months ### Return on Investment 20 months ### Perceived Cost $$$$$ [ View More Pricing Information ](https://www.g2.com/products/hornbill-hornbill-service-manager/pricing) Hornbill Service Manager Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,347) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-hornbill-hornbill-service-manager) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image") ServiceNow IT Service... 4.5/5(1,948) [ Compare Now ](https://www.g2.com/compare/hornbill-hornbill-service-manager-vs-servicenow-it-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_72ef819c5dcd69d757242f411505cd39/ivanti-neurons-for-itsm.jpg "Product Avatar Image") Ivanti Neurons for ITSM 4/5(294) [ Compare Now ](https://www.g2.com/compare/hornbill-hornbill-service-manager-vs-ivanti-neurons-for-itsm) ##### ##### Hornbill Service Manager Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Access & Usability Self Service Active Directory Multi-Channel Access Service Desk Help Desk Incident Reports Process Workflow [ View More Features ](https://www.g2.com/products/hornbill-hornbill-service-manager/features) ##### Categories on G2 [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Service Desk](https://www.g2.com/categories/service-desk) ##### Explore More [What location intelligence system integrates with retail analytics platforms?](https://www.g2.com/discussions/what-location-intelligence-system-integrates-with-retail-analytics-platforms)[What are the best financial consulting services for privately held companies improving cash flow and operational efficiency?](https://www.g2.com/discussions/what-are-the-best-financial-consulting-services-for-privately-held-companies-improving-cash-flow-and-operational-efficiency)[Top-rated tools for combining ABM analytics with CRM data](https://www.g2.com/discussions/top-rated-tools-for-combining-abm-analytics-with-crm-data) [Which payment analytics solutions integrate with both Stripe and PayPal simultaneously for unified transaction reporting?](https://www.g2.com/discussions/which-payment-analytics-solutions-integrate-with-both-stripe-and-paypal-simultaneously-for-unified-transaction-reporting)[What are the best financial audit software for mid-market companies managing internal controls and compliance testing workflows?](https://www.g2.com/discussions/what-are-the-best-financial-audit-software-for-mid-market-companies-managing-internal-controls-and-compliance-testing-workflows%20)[Which NLP platforms are rated highest for the easiest setup and configuration for a team getting started?](https://www.g2.com/discussions/which-nlp-platforms-are-rated-highest-for-the-easiest-setup-and-configuration-for-a-team-getting-started) [Show MoreShow Less](javascript:void(0);)