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137 Hornbill Service Manager Reviews
Overall Review Sentiment for Hornbill Service Manager
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Hornbill Service Manager is a great tool, and so far we've been able to develop its usage as we bring new services on-line.
The service, support and communications from Hornbill have been excellent throughout. Review collected by and hosted on G2.com.
Nothing so far! Hornbill Service Manager is a great tool to use and easy to configure as required. Review collected by and hosted on G2.com.
The level of customisation overall, allowing for custom views which allow me to accurately manage my personal workflow, and switching between views is seamless as well. The Flow diagram system behind the processes can be as intricate or as simple as required and allows for every possibility to be available in our ticket logging system Review collected by and hosted on G2.com.
Allowing for more distinct colour filters to make things more obvious when looking at ticket queues just to make things more obvious at a glance. Review collected by and hosted on G2.com.
The ease of how to mange all your jobs that are assigned to you if done in the correct way, and the overall look of the website. Review collected by and hosted on G2.com.
There are too many ways to make a request and people tend to use different ways to request equipment, some ways are easy to update for the end user but other ways mean you have to navigate through different activities to get to the same result as the easy way of making a request. Review collected by and hosted on G2.com.
Hornbill is a very visual tool. From the Business Process being clearly displayed in the HUD to the Progressive Capture helping gather key information when logging a new ticket, the platform offers a lot of out of the box components but also allow for great customisation. The "drag and drop" admin screens for setting up business processes and progressive capture makes it very easy to setup and maintain.
The interface, very focused on collaboration, takes a lot of good things from social media platforms, making it very easy to use. The self service portal is also an incredible asset for any service desk team wishing to get customers more involved in the problem resolution. It is easy to use and provide a single portal for customers to track all their tickets, see the progress and interact with the support team. Review collected by and hosted on G2.com.
The reporting can be a bit tricky to setup. Hornbill uses "measures" that can then be used in widgets and displayed in dashboards. Setting up these measures requires a good knowledge of the database model and can be hard to maintain if too many measures are created. There are no "self-service / exploratory" data browsing feature either. Review collected by and hosted on G2.com.
Hornbill allows you to set your work the way you want or a way that will assist you in resolving, making it easy to navigate through the whole application. 0 Review collected by and hosted on G2.com.
It has a lot of features in it which are unexplained what they are for. Review collected by and hosted on G2.com.
The amount of customisation options within the application - if you can think it, you can do it Review collected by and hosted on G2.com.
I don't really have any negatives - I would appreciate a dark screen mode, perhaps Review collected by and hosted on G2.com.
The ease of use from customer, technician & administrator perspectives. This is an all round great platform produced by a company that is forward thinking in it's approach to deliver high quality service management not just to the IT space Review collected by and hosted on G2.com.
Some of the configuration elements are slightly buried within the menu structure and not always where you would expect them to be, this is a result of a fast growing product though and nearly always gets resolved in future releases Review collected by and hosted on G2.com.
Ability to direct customers requests to the right team by giving the customer very simple questions Review collected by and hosted on G2.com.
Sometimes back-end configuration is overly complicated for a very simple goal Review collected by and hosted on G2.com.
The collaborative approach to enhancing the application between both Hornbill and our own dev teams. Review collected by and hosted on G2.com.
Nothing I particularly dislike but I'd really like to see some roadmaps of functionality coming down the tracks. There are some great ideas on the forum for future developments but there seems to be little science behind which enhancements are launched and when they drop. Review collected by and hosted on G2.com.
