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Organisations who want to move away from restrictive 1st gen ITSM tools. Collaboration, Workflow Automation, Enterprise Service Management all easily accessed via The Hornbill Platform.
Suited to organizations of all sizes and from any industry, looking for an intuitive ITIL-aligned solution designed to drive automation with extensive AI capabilities and a customer-driven roadmap.
It is a very reliable product. We have had minimal downtime and any incidents with the system have been dealt with swiftly and effectively by Hornbill, with proper RCA given in each case.
Migration from Zendesk for all our historic tickets was very painful - we had over 100,000 and this has taken months to complete.
It has been extremely positive with a helpful support network to help us implement it and we've enjoyed a good relationship with Hornbill staff ever since implementation.
There are some standard functionalities you would expect an ITSM platform to have which are missing on Hornbill.
We are very pleased with their service as a software supplier. Customer engagement is excellent, with regular reviews, free webinars and video tutorials complimenting a comprehensive WIKI site.
Reports can't be delivered by email which is extremely disappointing given all the other features available - it's becoming a more frequent annoyance to be honest.
Excellent, good support and help with setup Business Processes and Progressive Captures. We use it on a daily basis for all IT support tickets firmwide.
It can be fiddly, and some aspects may no longer be applicable by the point of a new update such as deprecated functions.
Efficient incident management- nice custom integrations - asset management is easy to use - automation and reporting were proving to be very helpful for our team.
There are no hidden charges for extra modules, you get everything you need out of the box.
I love how easy things are to customize. Things like adding an action button, a new ticket type, or a workflow are super easy.
However this is more a lazy comment than anything else. I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee.
Having worked in IT for many years NetHelpdesk is by far the best Service Management tool I have worked with and the support team are always happy to help and quick to respond to any queries.
We don't use all of the features we could, which can be frustrating.
Excellent Service with an Excellent Product. Their customer service is very good with someone always happy to help as soon as you call in.
Very little, other than limited native integration with other products that we utilise.
Hornbill
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