Hornbill Service Manager is flexible and intuitive, and feedback from our teams (after just one week since go-live) has been extremely positive. We are already planning what to do next! Review collected by and hosted on G2.com.

Lack of Knowledge Base capability is noticeable, we had hoped to be able to pool lots of individual sources of information together in to one place to aid ticket resolution, but understand this is not available at the moment Review collected by and hosted on G2.com.

workflows are reliable and consistent, ability to log calls via the portal, quick and easy to log calls via the portal Review collected by and hosted on G2.com.

sometimes the tool tips used to ask the same questions repeatedly every time i log in (I think this one has been fixed now, not seen it for a while) Review collected by and hosted on G2.com.

There are many things I like a lot about Hornbill but one of my favourite aspect of hornbill has to be the ability to view all my assigned work in one place. This has helped me to manage my workload much more effectively and also allows my manager to see the current jobs that I have outstanding. The self-service features are also incredibly helpful as we can tie them into our inhouse API's. With this I am hoping that it will reduce the amount of work our frontline team will have to do at the college. Review collected by and hosted on G2.com.

The main issues I have found is that the interface for managing work is not the most intuitive. It took me longer than I felt it should have to navigate my way around the software and I found the initial configuration of hornbill to be rather confusing. Review collected by and hosted on G2.com.

Copy call - This function is a God send when creating multiple calls. Also the ease of locating calls using the conditional statements and not forgetting the snippets. Makes life a lot easier! Review collected by and hosted on G2.com.

Time added doesn't always appear to be save when viewing Timesheet and when a call is changed teams the time is not recorded on the team that added the activity. Review collected by and hosted on G2.com.

Highly customizable workflows, easy to use, the system time-stamps actions which is useful, it is easy to see all of the ongoing updates sequentially on a timeline. Price for life (Future subscription price increases will never affect you for as long as you remain a subscribed customer) Review collected by and hosted on G2.com.

No Test environment, occassional downtime Review collected by and hosted on G2.com.

I most like that Hornbill SM is easy to use and more reliable than a lot of other SM's I have used before. Review collected by and hosted on G2.com.

I dislike that sometimes permissions and features change and that our internal admins have said that only one person can have full admin rights. Review collected by and hosted on G2.com.

I most like the feature for putting tickets on hold and sending us emails to remind of SLA Review collected by and hosted on G2.com.

the fact that the resolve part of the ticket never works correctly e.g. when we select a resolution the page refreshes randomly and if we have typed in the resolve box it is wiped Review collected by and hosted on G2.com.

The progressive capture is so useful for routing customers to the right questions, and thus providing analysts with the correct information to help fix issue/grant requests.

The self service portal is so clean, so easy to amend. It offers plenty in the way of customisation as well. It shows the customers their requests in a really user friendly way. You can also assign calls to "related" users e.g. a customers manager, so they can see the status of their direct reports requests via the portal too. All reduces customer contacts to the service desk.

Loading requests is immensely quick, and views to navigate the requests are super simple to create. Review collected by and hosted on G2.com.

No simple built in way for approvals.

Unable to access CMDB assets using business processes so unable to automate CMDB updates as of yet.

The Single Sign on page customers are now presented with to access the portal. Feels an unnecessary step

Inability to remove "Hornbill" logos and wording and replace with our own organisation text. Review collected by and hosted on G2.com.

I like the ease of use and how it works in our team. It only took me a few minutes to pickup how to use it. Review collected by and hosted on G2.com.

I dislike the loading speed of the product, seems to lag at times for example when changing the an email address i then go to start typing my email and the focus of the page goes back to the address box. Review collected by and hosted on G2.com.

Viewing all the notes of the incident within the ticket and showing every update within the ticket. Being able to see what the previous technicians has done by updating the tickets and can easily be assigned to other teams. Getting a email notification of new tickets and also when tickets are updated. We can search for previous closed and resolved tickets and the outcome of these tickets. Also can link kbs to the ticket and search for kbs within hornbill of known issues and fixes. Can send emails directly to the user within the hornbill ticket. Easy to see the information on the overview page and the priority of the ticket. Review collected by and hosted on G2.com.

Hornbill is limited to the upload files/documents which exceed a file size, this could be bigger limit. Does not assign tickets automatically and would be good to see how much time a technician spent on ticket each ticket. Hornbill could do with a training video on how to use and the features of hornbill, this would be useful for new users/technicians who have never used hornbill before. Review collected by and hosted on G2.com.