--- 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 **Vendor:** Hornbill **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 137 ## About Hornbill Service Manager 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. ## Hornbill Service Manager Reviews ### 1. Just a user **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2021 **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 **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 **Recommendations to others considering Hornbill Service Manager:** Great product and should be in the mix when evaluating a service desk product **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! ### 2. Struggling with response speed when updating calls **Rating:** 2.5/5.0 stars **Reviewed by:** Ian T. | 2nd line IT service engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about Hornbill Service Manager?** Customisable views in request list make it easy to view calls. **What do you dislike about Hornbill Service Manager?** No permanent call preview in request list view, and the popup messages appear on the wrong call and then difficult to get them to close. **What problems is Hornbill Service Manager solving and how is that benefiting you?** It is helping keep track of jobs, ### 3. Some good some bad **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2021 **What do you like best about Hornbill Service Manager?** The self service portal is nicely laid out and usable. **What do you dislike about Hornbill Service Manager?** Reporting is not granular or configurable enough **What problems is Hornbill Service Manager solving and how is that benefiting you?** Self service for a number of fulfilment use cases across multiple departments and functions. ### 4. All working fine, however it's difficult to get answer from Hornbill Community **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Hornbill Service Manager?** graphics are very nice, optimistic. User friendly and easy to navigate **What do you dislike about Hornbill Service Manager?** all documents (attachments) are visible only when downloaded. Viewing would be very helpful **Recommendations to others considering Hornbill Service Manager:** easy to navigate, user friendly, some features can be amended by the user itself **What problems is Hornbill Service Manager solving and how is that benefiting you?** I'm not solving any problems, I use Hornbill as a database **Official Response from Alex Stavrou:** > We greatly appreciate your feedback and hope we can assist you further. Our free Hornbill forum is very active with all members of the Hornbill family responding. The forum however does not have a SLA in place in regard to response times so there may be some delay. Our Premier Success customers and listed support contacts will also have priority over Essential Success customers. If you could kindly please forward us your specific post to marketing@hornbill.com, we will be able to assist further. There is also a Harry Hornbill feedback option in the tool that can be utilised. Please do let us know how we can help. Thank you. ## Hornbill Service Manager Discussions - [How do I stop the screen from flashing when updating](https://www.g2.com/discussions/40997-how-do-i-stop-the-screen-from-flashing-when-updating) - 2 comments, 1 upvote - [How can we automatically capture emails into tickets and respond with an auto-responder ticket?](https://www.g2.com/discussions/40756-how-can-we-automatically-capture-emails-into-tickets-and-respond-with-an-auto-responder-ticket) - 1 comment, 1 upvote - [What modules has your organization adopted?](https://www.g2.com/discussions/32056-what-modules-has-your-organization-adopted) - 2 comments, 1 upvote - [Why does search not find what I'm looking for?](https://www.g2.com/discussions/30423-why-does-search-not-find-what-i-m-looking-for) - 2 comments, 1 upvote - [View Hornbill Service Manager pricing details and edition comparison](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+16%3A29%3A28+-0500&secure%5Bsession_id%5D=276cc260-3c0e-4614-b0ff-d455ec283b00&secure%5Btoken%5D=53e89bbccb31e03a8a9e06fb36a08453fbcac872f2a1467169647fd6a78ae806&format=llm_user) ## Hornbill Service Manager Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Generative AI** - AI Text Summarization **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top Hornbill Service Manager Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,305 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,829 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) - 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