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Hornbill Service Manager description
Hornbill Service Manager is a cloud-based platform designed to help automate work across your entire company. Its simple, code-free design makes it easy for any team to build automated workflows for tasks and requests, even without IT experience. This helps your company respond to needs faster and frees up employees to focus on more important projects.
Who is Hornbill Service Manager best for
Hornbill Service Manager is a cloud-based service management and workflow automation platform. Ideal for enterprise businesses, it empowers teams to automate tasks, manage service requests, and improve efficiency. Users praise its ease of use, customizable workflows, and real-time service management capabilities. However, some find the initial setup complex and integration with certain tools challenging.
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Best fit for enterprise companies.
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Suitable for various industries.
Hornbill Service Manager features
| Supported Hornbill Service Manager offers robust ticketing functionality to manage customer issues and requests. |
| Supported Hornbill Service Manager supports access from computers, mobile phones, and tablets. |
| Supported Hornbill Service Manager offers centralized knowledge management designed for customer service. |
| Supported Hornbill Service Manager offers robust reporting and analytics tools, including customizable dashboards and a trending engine. |
| Supported Hornbill Service Manager offers a self-service portal for simplified service management. |
| Supported Hornbill Service Manager supports workflow automation with a visual workflow designer. |
Hornbill Service Manager reviews
We've summarised 137 Hornbill Service Manager reviews (Hornbill Service Manager G2 reviews) and summarised the main points below.
- Easy to use and user-friendly interface.
- Cloud-based platform with improved responsiveness and speed.
- Customizable workflows automate repetitive tasks.
- Efficient service request tracking and management, improving customer satisfaction.
- Real-time service management and dynamic settings.
- Excellent customer service and responsive support team.
- Regular updates and improvements.
- Good value proposition and cost-effective for its features.
- Comprehensive timeline of updates and actions.
- Useful visual charts and document management features.
- Flexible and adaptable to user needs.
- Stable product with reliable workflows.
- Clean and functional customer portal.
- Effective email integration within the platform.
- Integration with various platforms like Azure AD, InTune, and MS Teams.
- Robust workflow engine for simple and complex solutions.
- Strong focus on collaboration and internal communication.
- Ability to link tickets and track assets.
- Good search functionality for previous tickets and knowledge base articles.
- Clear visibility of service demands and performance.
- Difficult to integrate with some existing tools.
- Initial setup can be complex and require more assistance than expected.
- Additional functionalities, like maintenance contracts, come at an extra cost.
- Limited GSuite integration.
- UI could be more visually appealing.
- Search functionality needs improvement, both in request view and within Admin.
- Reporting functionality is complex and not user-friendly.
- Lack of a knowledge base.
- Occasional downtime.
- No test environment.
- Limited customization in Asset Tracking.
- Painful transition from Internet Explorer.
- Too many clicks to perform certain actions.
- Phone system integration for customer recognition is lacking.
- Interface shifts and loses focus while typing.
- Pre-defined resolution dates cannot be changed.
- Resolving tickets sometimes loses entered time or fails to record time spent on a ticket.
- Hornbill sometimes gets stuck loading.
- Cannot put multiple calls on hold.
- Time spent on calls is not always recorded accurately or consistently across teams.
- Limited documentation beyond the Wiki, especially for practical examples and system administration.
- File upload size limits are restrictive.
- Tickets are not assigned automatically.
- Difficulty reopening or voiding calls raised in error.
- Approvals require licenses.
- External customer portal needs improvement.
- Project management module feels underdeveloped.
Hornbill Service Manager pricing
Users sentiment
Hornbill Service Manager alternatives
RunMyProcessBetter for cross-device solutions and mobile approvals. Has more momentum in terms of website traffic growth. A Hornbill Service Manager competitor and alternative.Read more
ManageEngine ServiceDesk PlusBetter suited for larger organizations. Offers a free edition. Integrates with other ManageEngine products. Known for easier setup, though some find customization and reporting complex. Has broader industry applicability. Is growing faster.Read more
Jira Service ManagementBetter suited for larger organizations and IT teams needing strong integration with other Atlassian products. More customizable workflows for internal teams, but the customer portal has limited customization. Robust reporting, but the "free" version can be misleading. Steeper learning curve and more complex than Hornbill Service Manager.Read more
ChameleonBetter for user onboarding and in-app guidance. Focuses on improving user experience with interactive guides and surveys. Caters to a wider range of industries, including finance, ecommerce, and real estate. A Hornbill Service Manager competitor and alternative.Read more
ConfluenceBetter for project documentation and knowledge sharing. More suitable for general collaboration across different teams and projects. A Hornbill Service Manager alternative geared towards broader team needs, not solely IT service management.Read more
ShipyardBetter for data transfer and automation between applications. Geared towards data teams needing pre-built templates and custom code workflows. Has significantly more momentum than Hornbill Service Manager.Read more
Hornbill Service Manager FAQ
What is Hornbill Service Manager and what does Hornbill Service Manager do?
Hornbill Service Manager is a cloud-based platform that automates workflows across your business. Its code-free design enables easy creation of automated workflows for various tasks and requests, improving response times and freeing up employees. It features a ticketing system, multi-device access, knowledge management, and a self-service portal.
How does Hornbill Service Manager integrate with other tools?
Hornbill Service Manager integrates with various platforms, including Azure AD, InTune, and MS Teams. However, some users find integrating with other existing tools challenging, and GSuite integration is limited.
What the main competitors of Hornbill Service Manager?
Top alternatives to Hornbill Service Manager include ManageEngine ServiceDesk Plus, Jira Service Management, and Zendesk Support Suite. These competitors offer similar IT service management and automation features, catering to various business sizes and needs. Other options include RunMyProcess, Tines, and Helpdesk 365.
Is Hornbill Service Manager legit?
Yes, Hornbill Service Manager is a legitimate cloud-based service management platform. It's known for its user-friendly interface and workflow automation capabilities. However, some users find the initial setup complex and integration with certain tools challenging. It is generally considered safe and reliable.
How much does Hornbill Service Manager cost?
I couldn't find pricing information for Hornbill Service Manager. Contact Hornbill directly to get product pricing details and determine if the product is worth the investment for your needs.
Is Hornbill Service Manager customer service good?
Hornbill Service Manager's customer service is highly praised. Users highlight the helpful and responsive support team, along with the collaborative approach and valuable support provided by product specialists throughout the implementation process. While the software itself offers robust features, ongoing support seems to be a key strength.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.