Hornbill Service Manager is a great product to be used within an organisation. It is user friendly and as a technician everything is right where it needs to be when using Hornbill Review collected by and hosted on G2.com.

The only one thing is that sometimes it takes it's time. Review collected by and hosted on G2.com.

For me as a Developer and a Customer facing member of IT, the ability to link multiple tickets to a single Master Ticket is invaluable. Being able to resolve all these at once, with just a few clicks saves me sending a lot of emails. Review collected by and hosted on G2.com.

Pages don't automatically refresh in Google Chrome, which can sometimes be a pain if you're looking to get the latest information from a Service Request or Incident. Review collected by and hosted on G2.com.

Hornbill Service Manager has allowed us to take our years of ITSM experience and apply it across the business. We now have our facilities team using service management best practice to run their day to day business and shortly Finance and HR services will also go live. The ease of personalising the business processes and progressive captures to fit with the business area means implementation is straight forward. Review collected by and hosted on G2.com.

The only limitations we have experienced are around available fields for specific business requirements, but Hornbill work with us to find a solution or add what is needed. Review collected by and hosted on G2.com.

Easy for the customer to submit requests via the employee/ service portal. Easy for the analyst to manage their work and finally easy for the admin to create/modify the business processes. When I say easy I mean very little training is needed - the application interface is so intuitive.

There is a friendly and helpful user forum to share ideas (and get promotion of enhancements).

Its constantly evolving with new features and improvements - plus its very competitively priced. Review collected by and hosted on G2.com.

Very little to dislike - you have to be ready to push your enhancement request if you want it to get into their 90 day window. Review collected by and hosted on G2.com.

The time tracking part is my favorite thing. It is very easy to enter time for work activities. It is also easy to go back and edit time entries. It is great to see all time entries for the day and for the week in one place. One issue we had with our previous PSA was entering time worked. Review collected by and hosted on G2.com.

The search functionality is really painful. It seems like there are two different search engines. Searching in one area yields different results than searching in another area. It is very difficult to find what you are looking for. If the search functionality were unified and improved to work much like Google, Hornbill would have a much better user experience. My colleagues are always complaining about not being able to find things, and have mostly given up trying to use search. Review collected by and hosted on G2.com.

The ease of administration and configuration Review collected by and hosted on G2.com.

As it is contantly changing we find that we have an increasing number of reports/ BPM/progressive captures. As it is continuously changing when we introduce a new process if very quickly becomes out of date Review collected by and hosted on G2.com.

The ability to reply back to customers through channels from Hornbill and the visual representation within the tool (simple drag and drop ability included).

The ability to easily track work trails; by whom and when was it worked on. Review collected by and hosted on G2.com.

Personally as a user, Hornbill works very well for me and I have seen my colleagues loving it as well. Review collected by and hosted on G2.com.

Customisable views in request list make it easy to view calls. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like that Its VERY user friendly. Very intuitive so easy for new starters / contractors etc to pick up and just run with it Review collected by and hosted on G2.com.

There are just some features that should be easily customisabe but arent. Like when a call starts out as an Incident but you realise its actually a Service Request, the switch makes you re-enter EVERYTHING. Not just the one change Review collected by and hosted on G2.com.

Hornbill is easy to use, once the basics are down, the fundamentals cover a lot of the possibilities and make it easy to recognize how things can benefit processes when changed, updated or requested. There is an extensive support community and wiki also that ensures you are never without an avenue to explore. There are a multitude of features such as the integrations that come out the box, but also that can be added on to further embed the platform with other softwares. These intergrations also do very handy things such as converting date and time, uploading on social media etc.. Review collected by and hosted on G2.com.

The functionality seems to dwindle when not using it on chrome, there is also a lot of tools that are out the box but not straight forward to understand its use until delving deeper into the build. This is likely by nature however a wizard of some sort may prove helpful. Review collected by and hosted on G2.com.