We use Hornbill for helpdesk tickets from external customers. It's very easy to keep track of your tickets based on priority level/SLA. Setting up Views dedicated to specific areas help be keep track of all our distinct service offerings and how my colleagues are doing. Service Manager is great! Review collected by and hosted on G2.com.

Building and automating reports could be easier. It lacks a document library, Review collected by and hosted on G2.com.

I like that we are able to manipulate and build the system ourselves without intervention from IT specialists. It is an easy to use, easy to build system. I also like that I can make the system work for me, using nodes and choices that enable me to fully customise the platform our organisation uses. Review collected by and hosted on G2.com.

I dislike the reporting functionality at presents - the widgets, dashboards, and related tools are confusing unless you understand the ITSM coding behind it. This is something that could be simplified, or perhaps reviewed completely to make this more non-IT user friendly. Review collected by and hosted on G2.com.

I like the fact its so easy to use and user friendly Review collected by and hosted on G2.com.

refresh rate not going back to where you were originally Review collected by and hosted on G2.com.

The ease of use for the UI, how easy it is to build, configure and integrate tools and other services Review collected by and hosted on G2.com.

Sometimes it can be difficult to search tickets Review collected by and hosted on G2.com.

The ability to see only tickets assigned to me! Review collected by and hosted on G2.com.

I think most things are relevant! and i use most features Review collected by and hosted on G2.com.

A lot more functionality compared to the previous ITSM Tool. User friendly and easy to navigate. Currently, still setting up the system. Review collected by and hosted on G2.com.

Creating the process flows could be easier as sometimes this proves difficult. Review collected by and hosted on G2.com.

it is web based and easy to set up and use Review collected by and hosted on G2.com.

there are a few odd things, the mailbox refresh Review collected by and hosted on G2.com.

Hornbill Service Manager is a very customisable cloud based product that has enabled us to implement cross-working servicedesk teams in all of our regions (APAC, Europe, Middle East and North America). The support we receive from Hornbill is excellent and includes quarterly reviews, annual conferences and a forum which makes it easy to request new functionality and enhancements which are often implemented quickly. Review collected by and hosted on G2.com.

There is some functionality we used to have within SupportWorks (Horbnill's previous servicedesk tool) which is only available in Hornbill's premium product, namely the ability to email scheduled reports to our external customers. I would also like to see more regular updates to our external customer portal (look and feel and new functionality) as we are very impressed with the updates we get to the staff facing product, but our customers do not see this and may have a different perception of Hornbill because of this. Review collected by and hosted on G2.com.

Hornbill covers all aspects of a ServiceDesk using ITIL as its foundation, Highly customisable with intuitive business process work flows. If you can think it it can probably be customised to suit your ServiceDesk needs. Hornbill has a great support mechanism with bi monthly business improvement calls with a consultant to maximise the functionality of the product. Review collected by and hosted on G2.com.

I find the mobile application poor but whilst I'm writing this they are delivering a new platform for it, The previews look much better. Some of the additional functionality bundled with the product such as asset management isn't that great and we use a product designed specifically for that purpose. Review collected by and hosted on G2.com.

I love how simple Hornbill is to navigate. I don't think we utilize it to its full potential but being a user of multiple parts of Hornbill I like how you can link things for auditability. Logging tickets is efficent via customer facing or IT analyst. Having everything in one place is ideal. Review collected by and hosted on G2.com.

sometimes BPMs 'break' which can be frustrating Review collected by and hosted on G2.com.