The priority queue and the color coordination. I also like that it highlights tickets when they have not been open by the assigned owner. I like the new feature on timing, where once a ticket is picked up we usually have a set time to respond to the client. I also like that when someone does not responded on time, our team gets a notification saying this ticket needs to be looked at. Review collected by and hosted on G2.com.

The search feature can be better. I cant seem to search to tickets in a easy way. When searching for closed tickets, it seems that it doesn't pick up on all tickets. Just in general if I want to search for a topic that doesn't exist on the title on the ticket, it does not pick it up on the search. The login procedure has changed a bit and you will be presented with a screen where you can choose between standard log in and SSO. I have been getting this screen at every login even if I click on both the options. Review collected by and hosted on G2.com.

We use service manager in the field of business relations to log and track requests for advice about our existing IT solutions as well as requests for new solutions. We have built our business processes into the progressive capture and created tasks to guide us through the stages, which allows us to ensure that we have been diligent at every step while also providing the best advice to our customers. We carry out regular reviews of progress and use the service manager boards at every decision point as a reference to keep us organised. Review collected by and hosted on G2.com.

We occasionally have difficulties searching for and locating a request once it has left our queue and been passed to another team. This has been improving over time. Review collected by and hosted on G2.com.

I like the look and style of Hornbill as well as how easy it is to log and resolve calls in our queue. Review collected by and hosted on G2.com.

It can be a bit slow at times, but that could be due to updates or behind the senses issues. Review collected by and hosted on G2.com.

The platform has evolved and continues to evolve. The development team and community are active in content and development. Being a high usage customer, we find the support to be highly responsive and efficient. I am comfortable that service manager will continue to develop as technology develops meaning as a customer we remain current. Review collected by and hosted on G2.com.

No real comments in terms of dislikes at present. We can pretty much do what we like and receive the required assistance. There are slight issues where we cannot currently have a process the way we want it but the team at hornbill are effective in suggesting alternatives which ultimately ensures our end result or desired outcome remains the same Review collected by and hosted on G2.com.

I find that the automation is a good feature and allows us to streamline some of our working practices that were in the past quite manual. Review collected by and hosted on G2.com.

I am part of the team from our organisation who are configuring the tool. I think if you want to get the most out of the tool you do need to invest the time in configuring it properly. Review collected by and hosted on G2.com.

Hornbill Service Manager provides the best support tool I encountered from my 7 years of work experience.

They are able to provide functionalities that you can customise to cater businesses with multiple clients in an organised matter.

GUI is also user-friendly which enabled me to use the tool properly on my first few weeks of using Hornbill Service Manager. Review collected by and hosted on G2.com.

I just noticed that some of the images uploaded to our documentation are a bit blurry and hard to read. But not entirely sure if this is due to Hornbill Service Manager or the quality of the photo provided by a colleague. Review collected by and hosted on G2.com.

I like the flexibility of the product which is great for supporting business processes.

The business process flow engine is very powerful and with the support of the Progressive Capture you are able to guide the user through the right steps and often this gives the user the capability for a self fix question.

I would like to spend some good words for the the Customer care and support which is great! They are very responsive and prepared and most important Hornbill folks always listen to my needs and each time an improvement can be developed to achieve my business need they add a milestone into their development roadmap; when needed you can ask for a support specialist (if you have bought this on your support contract) which can help you out solving the day by day issue or provide training.

From the economics point of view no one else is offering the "prized for life" service which is great in terms of budget review for us, because we are always sure what we are going to spend. Review collected by and hosted on G2.com.

it's really hard to find something I don't like, but it would be nice to be able to open a generic request from the employee portal; currently when you open a request the type of request is mandatory selected with the item selection, well I believe it would be good to have the possibility to log a request without a direct type selection (incident, service request etc.) and on later stage the analyst may "classify" the request correctly. This is particulary useful in ERP support which i a complex environment and linked to different services. Review collected by and hosted on G2.com.

Simple for users and technicians to use, but very powerful under the hood.

The automation and ticket flow rules are incredibly powerful and useful.

I've used a fair few different help desk platforms and this is one of the best looking ones . A lot are ugly to look at, and if your staring at queue's all day, its appreciated that Hornbill took time to make their interface look great.

Hornbill is great for is the ability for end users to login to the end user portal and they can see the tickets that they have logged and see what progress they are up to. Most helpdesk system require the end user to call IT and ask about their ticket. So the self service aspect is a very good benefit. Review collected by and hosted on G2.com.

It can be quite complicated to setup and create work flows, but you'd expect some difficulty as the service is very powerful.

There really isn't much I dislike about Hornbill. It's far superior to all other help desk platforms I have used during my IT career Review collected by and hosted on G2.com.

We have been long terms users of Hornbill Service Manager from it early versions and prior to that its previous generation tool Support Works. Service Manager as well as the other applications available on the platform, i.e. collaboration, time sheet manager etc, has allow use to migrate multiple Service Desks from around the Group into a single common platform and work towards using common processes.

This is not just a Service Desk system, it is a Service Management system, with the capability deal with providing services in all elements of your business. Though initially aimed at our customer facing Service Desk functions, we are now using this to process other types of requests in other area of the organisation interaction with both external and internal customers.

The other added benefit is the very active and helpful user community, along with the rapid response to enhancements requests. Review collected by and hosted on G2.com.

There are some areas such as searching where it does take some getting used to, but this is gradually improving.

There are some current restrictions around the external Customer Portal facilities but we are working with Hornbill to deliver improvements in this area. Review collected by and hosted on G2.com.

It stands out from a crowd of cumbersome ITSM tools. The platform is well designed making call management efficient. Everything is at your fingertips, within a mouse click! The Heads-Up Display is a massive hit with the analysts as they can easily follow our call management process. Interactions with users are made easy through the service catalog. Slideshows displaying performance metrics is also a good feature to manage a support department which is spread across Europe and used by our outsourcing partner.

On the admin side, the application is easy to administer and maintain. Really user friendly. Review collected by and hosted on G2.com.

Dislike? Not much. There is space for improvement on call lists which could be dynamically filtered and on the analytics side. Review collected by and hosted on G2.com.