Hornbill Service Manager Reviews & Product Details

The user interface is modern and appealing. The experience when using is one of intuitiveness and it is clear that a lot of thought and care goes into each component. There is a lot of functionality but the interface isn't crowded. The ease of use is the most important thing to us as a small team with a large workload, keeping track of everything with the smallest amount of effort is critical. The user interface is modern and intuitive. The level of customization is fantastic, I really feel like they could accommodate everything I wanted. The onboarding process was extremely easy and I have had a level of proactive customer support during the process that I have not seen in any other supplier of software. Review collected by and hosted on G2.com.

The project management module has some cool features but it feels very young in its lifecycle, compared to other project management software. I think it needs a lot of work to make it easy to use practically. However as our main goal to improve our service desk, the project part is a nice to have. Review collected by and hosted on G2.com.

The codeless environment to adapt the tool to better suit our needs as an organisation. As a service manager I love the KPI reporting functionality and dashboards to better share either a moment in time or current state of specific elements of the service. Review collected by and hosted on G2.com.

Nothing to dislike really, changes to the platform are made based on other customer needs which on the whole works very well so a slight niggle would be if there is a seemingly niche requirement for your organisation that is not needed by the wider community, this will not be developed in good time. Review collected by and hosted on G2.com.

We are able to centralize and capture all reported issues. The solution provides easy and user friendly interface and both IT resources and our stakeholders are able to quickly adapt and utilise the system. Review collected by and hosted on G2.com.

Would prefer more templates readily usable for standard ITIL processes. Review collected by and hosted on G2.com.

Hornbill Service Manager gives our teams (which include IT, HR, H&S amongst others) one place to view and deal with their day to day activities and workload while giving their customers a single place to log a request, report a fault or monitor the progress of their ongoing requests. The platform is easy and intuitive to use and, as an admin, it is easy to make changes and update or create new processes in very little time at all. The reporting functions are very useful and, with the help of PowerBI we have some very informative reports which help to show the workload of each team. The Hornbill staff are very open to hearing and discussing requests for improvements or changes to their platform, which in turn, means that WE as their customers, get the benefit of having a software solution which we are happy and comfortable to use. Review collected by and hosted on G2.com.

The reporting function in the software - although useful - is a little limited at the moment. We are having to use PowerBI software to make the reports look more useful. Getting the data out is very easy, but presenting it within the Hornbill platform in an eye-grabbing way doesn't really work for us. This is purely an aesthetic thing - the data is always 'there' and correct, but for presenting purposes we like to use a more powerful tool outside of the Hornbill platform. Review collected by and hosted on G2.com.

I like the option to customize certain filters for search criteria. Hornbill is good in that can show you separate queues. Review collected by and hosted on G2.com.

If there is an issue with hornbill it has an automated error message which doesnt diagnose the issue at hand. Review collected by and hosted on G2.com.

Calls open automatically when customers have responded. Features to be able to customise the layout is one of my favourite. Review collected by and hosted on G2.com.

Adding total worked time to get to the resolution depends upon various task outside of hornbill like investigations and meetings. These needs to be added manually and the total time doesn’t always tally when call is resolved. Review collected by and hosted on G2.com.

Very user friendly, easy to navigate around, looks modern. Loads of functionality to make our lives easy Review collected by and hosted on G2.com.

When using the main search at the top, the results displayed are not in any order. This should be in Descending date order i.e. newest ticket at the top, so we can find the ticket we are looking for quicker. This is very frustrating. I have heard this from a number of people. As a manager I bulk transfer tickets to a user once they have been assigned to my team. Once you have selected the tickets to transfer and you click on the Actions --> Assign Request, you have to re-select the Team - the system should know which team the tickets are in and auto populate the Team box and if we need to change the team we can. If it is a new ticket then obviously this team box should be empty. Review collected by and hosted on G2.com.

We have used Hornbill for a few years now and have no issues, the platform is stable, easy to use and is constantly being updated and improved with new features and enhancements. The support staff are all very helpful and the hornbill community pages are a great way to share knowledge and get help from other Hornbill users. The ability to design and create your own business processes and apply it to any area of the business is great and the workflows used to do this are fairly simple and easy to create using drag and drop. One of the biggest benefits initially for us was the 30 day free trial to be able to use the product and set it up as we wanted with the help of a Hornbill Specialist. There is potentially a lot of work to do this (depending on what you want to setup initially) but it does enable you to have a real hands on experience using your own workflows and processes. Review collected by and hosted on G2.com.

Nothing really bad or negative about the product, initially I found the reporting element weak, but this has improved over time and now reports can be scheduled to run and emailed to any recipient so that has helped a lot. Review collected by and hosted on G2.com.

Simple design

UI is clean

Not complicated

Ease of use Review collected by and hosted on G2.com.

It sometimes gets stuck on loading and I lose tickets and content. Review collected by and hosted on G2.com.

What can I say but the most user friendly Service Desk portal I have used. It's so easy to follow tickets and also raise them. We previously had a version of ServiceNow which, while it's a leading competitor, I see Hornbill has a lot of advantages over it. Customers who use the portal actually raise tickets themselves, and also know at what stage they are at, whereas with ServiceNow you can't. The administration of Hornbill is easy, including Business Capture and Process. Even the accessibility of it has advantages over competitors. The process from start to finish for the Service Desk is good, being able to email staff from Tickets and receive a response is a lot better as we don't get emails in our Outlook boxes. I love the feature that you can link tickets when a problem comes in. For me, the Asset feature is the best as we currently don't have an ASSET or CMDB and Hornbill has helped bridge that gap as we can now see where our assets are and who has them, etc. Review collected by and hosted on G2.com.

One issue is allowing the FAQs to show up on the Portal itself rather than being attached to a Service, thus our customers don't use the FAQs. I don't like this issue. Another issue is the authorization as we don't realize when a staff member replies saying they authorize, but we can't improve that process until we upgrade our account. Review collected by and hosted on G2.com.