Hornbill Service Manager Reviews & Product Details

The built in email function that allows us to email customers who are linked to the ticket, quickly, and with the snippet function this is even quicker if sending a template email response. Review collected by and hosted on G2.com.

With the built in email function, if the customer responds to an email we have sent, there is no way to reply to this from the ticket, we can go to the email to respond, or just send a brand new email, which isn't the end of the world Review collected by and hosted on G2.com.

We use Hornbill Service Manager company wide. For the most part it is used as an IT support tool for logging errors, issues, fixes or requesting changes, services, etc - from both an administrator and user side. I personally use it in a support role as an admin in our organisation. I like most the fact that you can customise it to have a personal feel - although you might have to "dig" a bit for most of the cool features Quick response in terms of latency. Review collected by and hosted on G2.com.

Its best features seem hidden at times. Could benefit from having a more friendly user interface. The dynamic reporting capabilities could use improvement- While there are several layers of reporting within Hornbill including several types of dashboarding, list reports, measures etc I would still like to see this area of the tool improved upon. The search function based on key words is really, really bad. You can't also sort the searches by most relevant or most recent. Review collected by and hosted on G2.com.

I like how user friendly it is, from a user point of view I'm able to do most things quickly. The ability to update multiple calls and close multiple calls is great when we have P2 and P1 tickets. This saves a lot of time and means we can focus more on the customers rather than the admin. Another good thing is how it works with the assets. The ability to add assets to calls helps us track and look at the history of a machine. This in turn can help us make a decision on how we proceed with a device. Not only can you look at the history but trend analysis is also very good with Hornbill. Review collected by and hosted on G2.com.

I don't like the fact you can't put multiple calls on hold, this would be great as it would save going into each individual call. This would save a lot of time and means we can focus more on the customers rather than the admin of having to go into each ticket. Review collected by and hosted on G2.com.

Everything, its easier to navigate around and easier to get to any part of the system in a number of clicks. Its a very good product, user friendly and very appealing for the first time users but the switch on process need to be abit more focused on outcomes in terms of how its going to operate after switch-on because once the HB specialist leave , you are left with needing to do all the things by yourself and depending on chargeable expert services each time you want something changed. Other than the the wiki there are no other documentation to refer to. The switch on videos don't cover the the practical things like tweaking certain aspects of the product. The Community while helpful takes time to get something working from there. In my opinion HB need to come up with two extensive manuals, a User guide and a Systems Administrators Guide both with practical examples of what is expected when the product goes live. Its good to say the product is highly configurable and you can do that yourself but without understanding the way the system is setup it becomes very difficult to support. Review collected by and hosted on G2.com.

Absence of proper documentation rather than ploughing through wiki which does not give targeted instructions on how to achieve/do certain tasks and videos which are mostly outdated. Would rather have short HOWTO documents to refer to than watching the countless old videos. Review collected by and hosted on G2.com.

Modern and easy to use. The time line of events are easy to read. Being alerted visually and via email when there has been an update to a call. Easy to up the SLA Access to different teams call queues is easy to request. The sorting and customisation of the call queue has lots of different options. Review collected by and hosted on G2.com.

When resolving calls the time does not always save to the call, you then have to do an update to add time. When updating or resolving calls sending emails etc., the screen flashes several times before the update happens. As we have three different hospitals when logging a call for a user from another hospital, although I have selected which site they work from it automatically logs the call for the site which I am based. Review collected by and hosted on G2.com.

Clean functional interface, easy to find most things. Adding visual charts is useful. Being able to browse, manage and share documents is fantastic. I like the ability to paste screenshots into the text field and upload other document types. Emailing customers from within the environment is essential allowing all data to be stored and managed centrally. Review collected by and hosted on G2.com.

Far too many clicks to achieve some actions, especially with regard to actions that are required to complete a ticket. Have to type the name of the customer, would be so much easier if the system could integrate more with the phone system and recognize customers. Interface shifts around when loading pages, this is very annoying for someone who does not touch type. Review collected by and hosted on G2.com.

Working with Hornbill to design and implement our new ITSM system has been a great experience. The combination of having experts on hand, and a system that's capable of incredibly powerful features yet straightforward to design and configure results in the implementation of a truly valuable tool. Review collected by and hosted on G2.com.

There's almost too much that you can configure! Review collected by and hosted on G2.com.

The capture and processes are extremely simple to configure and edit (with version control) yet extremely powerful. Whilst taking a little while to get used to, once you do it is very quick and easy to build multiple captures and processes. The customer portal has allowed us to ask targeted questions to the people we are supporting based on their previous answers. This has enabled us to build in a lot of self help articles and provide relevant possible fixes to issues that our users were experiencing resulting in less issues being logged, happier customers and freeing up time for our IT Services team. The interface is clean and easy to navigate and customisable on a per user basis Review collected by and hosted on G2.com.

Steep learning curve initially if you do not take the bespoke installation and have to configure the system yourself. There was a lot of upfront work to get the product to a usable state although this is to be expected with a product of this nature and during the initial 30 day trial we were assigned a deployment specialist who provided a lot of help and regular meetings which helped us get to a releasable state Review collected by and hosted on G2.com.

Application is very easy to navigate. It's feature packed and includes really great modules like the FAQ, knowledge database, document uploader and the helpdesk component itself.

The customization is great as well, specifically the helpdesk module. I like how you can breakdown into areas the different issues you can log (e.g. account issues, hardware issues, software issues, etc.) and then break it down even further than that under each different section. Review collected by and hosted on G2.com.

Lack of ability to right click and change spelling mistakes from emails within tickets. Seems like a small thing but when typing and trying to get a response out quickly, would definitely help to be able to right click and fix the mistake.

Lack of ability to simply view attached images in ticket timelines. While I'm aware you can expand an entry timeline, select the three dots and click view email, it would be handy to see the image in the timeline entry. Review collected by and hosted on G2.com.

Very user friendly front end, this makes it easy for our customers to submit their own ticket requests to the engineers and also allows them to keep track of where an engineer may be within resolving their request. It also gives the ability where the engineers are able to view all their assigned calls within one place which can also be reported from which helps with identifying workloads of the engineers as well as spot any frequent requests that may be coming into the Service Portal and address these quickly. Review collected by and hosted on G2.com.

Nothing negative to say about Hornbill, with it being configurable its become the perfect tool within our organisation that Service Now wasn't able to provide. Review collected by and hosted on G2.com.