Top Rated Hornbill Service Manager Alternatives
Empowering the users to use the Self Service Portal, meaning that any of the tickets that are logged are automatically assigned to the relevant team, thanks to the Flow-chart style configuration screens for setting up the Progressive Capture forms and Business Process. It is extremely easy to get a Service and a Catalog up and running with minimal testing required really quickly.
Being able to access the Hornbill API using PowerShell has been a godsend to being able to do more automation by interacting with Hornbill from a local server to be able to, for example, bulk updates all "disposed" assets recorded on a CSV file and mark them as Archived in Hornbill or to retrieve a list of users from an Oracle Application and use this list to put these users into the relevant group in Hornbill. The possibilities are endless with what can be done with this.
The Email Routing Rules functionality is another thing that has done wonders. It can be configured to detect emails from certain email addresses, detect certain text in the subject line or body of the email and route it to a different folder in the Mailbox, it can also be used to Log Service Requests or Incidents as well as updating an existing ticket (provided the Ticket reference number exists in the Subject or Body). The emails can also be linked to a Service and Catalog and have a proper Business Process behind it if configured accordingly. Review collected by and hosted on G2.com.
If you need complex reports, then reporting within the Hornbill Application can be a bit of a chore if you don't know you way around basic SQL. The product is cleverly designed to minimise the amount of SQL scripting that is used, however, it falls a bit short of giving those with SQL knowledge more control. However, writing basic reports is a breeze and the forums are a great place to get advice and guidance. Review collected by and hosted on G2.com.
136 out of 137 Total Reviews for Hornbill Service Manager
Overall Review Sentiment for Hornbill Service Manager
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The best part about Hornbill Service Manager is how easy it is to use It helps us track service requests and its customizable workflows are really helpful for making our work easier Review collected by and hosted on G2.com.
Hornbill Service Manager does not integrate well with some other tools we use so moving data around can be hard Also, setting it up was a bit tricky and needed more help than we thought Review collected by and hosted on G2.com.
Since the move to the cloud-based Hornbil a much cleaner interface and more responsive. Lots more functions and easier to access - fast and responsive Review collected by and hosted on G2.com.
Lack of integration to GSuite but this may just be the way our admin has set the system up. Disappointed to find that extra functionality that really should be in the base product is an extra monthly cost - for instance, we wanted to include maintenance contracts but this is an addon to an already pricy product Review collected by and hosted on G2.com.
Excellent workflow engine allowing you to configure both quick and simple solutions, with the ability to add in complex workflows as your own processes mature. Review collected by and hosted on G2.com.
Hornbill has a good active user group and the Hornbill support team are extremely helpful. The mechanism for feature requests however is not easy to use or track requests. Review collected by and hosted on G2.com.
My Company has been a Hornbill customer for 5 years now. It is a younger ITSM solution so not as advanced as some of its competitors. However, the speed at which they are churning out new solutions is amazing and they are quickly catching up. The reason we have remained with Hornbill for so many years though is because they have to be the best company I have worked with in regards to their customer service. Nothing is too much, they go above and beyond when it comes to helping out and are always at the end of the phone. No request is too much to ask. Review collected by and hosted on G2.com.
There is very little to dislike, however as mentioned above they are a younger solution so are not always as advanced as other competitors. However, they are working towards that and it's clear from the improvements they roll out quarterly. Review collected by and hosted on G2.com.
Hornbill is very easy to use, with a clean customer portal. It makes raising a request very easy for the customer, with all the useful info (active requests, bulletins, faq) on one page. Analysts also need very little training, I just send them a one-page help guide and have had no complaints.
It is very cost-effective and admin of the system is simple, especially for staff with no previous application/ programming background (link me).
The vendor is very responsive to us as customers, and there is a large community on their forum sharing tips and getting feature requests supported. Review collected by and hosted on G2.com.
Not much to dislike but pain of getting staff of Internet Explorer, as this is no longer supported with Hornbill has been a bit more painful than I expected...I mean who uses IE anymore :-) Review collected by and hosted on G2.com.
Offered balanced advice and support throughout the process which has enabled the organisation to implement a much improved call monitoring and call logging system and shared some great knowledge which has assisted with driving forward developments to meet the 21th sentry. Review collected by and hosted on G2.com.
Nothing so far we have found the system very rewarding (we have only been live for 1 day) Review collected by and hosted on G2.com.
Hornbill Service Manager enables you to have the autonomy to manage your services in the way that works best for the team in real time. Being able to be dynamic with the settings is a real benefit for us. Review collected by and hosted on G2.com.
I think it could look nicer in order to have a better user experience. The Search functions could work better as well; either when looking in request view or searching within Admin Review collected by and hosted on G2.com.
It's very flexible and works as the user required.
Very stable product - Once configured it works. Review collected by and hosted on G2.com.
I don't dislike anything about it. There is not anything to dislike about it. Review collected by and hosted on G2.com.
The Hornbill system has enabled us to reduce our Emails from staff by 30% over the last 12 months and provides greater visibility to customers of their requests from start to close and enables them to provide valuable feedback to improve our processes. Review collected by and hosted on G2.com.
all good with the system, although we are still deceloping our reporting capabilities Review collected by and hosted on G2.com.
Being able to automate with AD and other Databases Review collected by and hosted on G2.com.
Navigation can be kind of confusing and finding old tickets is difficult if you dont remember the users name Review collected by and hosted on G2.com.
