About Hornbill

Hornbill is a workflow automation software that helps IT, human resources, customer services, and security teams collaborate on projects, manage tasks, store data, and more. It allows team members to create, organize, and manage shared inboxes to facilitate internal and external communication.

Hornbill enables supervisors to use boards, lists, and cards to visualize, plan, prioritize, organize, and track project-specific tasks, such as customer requests, emails, documents, or posts. The timesheet manager enables employees to track time and progress across specific activities and applications. The document manager lets staff members create files, generate labels and share documents with stakeholders including co-workers, suppliers, and customers. Administrators can create a searchable supplier catalog, which lets users manage supplier details such as contact numbers, postal and billing addresses, emails, contracts, and supplier communication history.

Hornbill comes with an API, which allows businesses to integrate the platform with several third-party solutions, including Salesforce, Microsoft Azure, Jive, Jira, Slack, Trello, and Workday. The LiveChat module enables customers to initiate two-way communication with service desk employees to resolve queries and issues.

Devices

Business size

S M L

Images

Hornbill change boards
Hornbill graphical process design
Hornbill personal dashboards
Hornbill process tracker
Hornbill self-service
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Hornbill video
Hornbill screenshot: Hornbill change boards Hornbill screenshot: Hornbill graphical process design Hornbill screenshot: Hornbill personal dashboards Hornbill screenshot: Hornbill process tracker Hornbill screenshot: Hornbill self-service

Features

Total features of Hornbill: 53

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Asset Tracking
  • Audit Management
  • CMDB
  • Call Center Management
  • Capacity Management
  • Change Management
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Credential Management
  • Customer Database
  • Customizable Branding
  • Document Management
  • Document Storage
  • Email Management
  • Employee Portal
  • IT Asset Management
  • Incident Management
  • Knowledge Base Management
  • Knowledge Management
  • Mobile Access
  • Multi-Channel Communication
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning
  • Project Workflow
  • Projections
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Rules-Based Workflow
  • Scheduling
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Supplier Management
  • Task Management
  • Third Party Integrations
  • Ticket Management
  • Timesheet Management
  • Workflow Management

Alternatives

Zendesk

4,3
#1 Alternative to Hornbill
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

Alloy Navigator

4,5
#2 Alternative to Hornbill
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your...

HarmonyPSA

4,5
#3 Alternative to Hornbill
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed...

SeamlessDesk

4,6
#4 Alternative to Hornbill
SeamlessDesk is a cloud-based service desk software suite designed to help organizations of all sizes streamline their...

Reviews

Overall rating

4,7 /5
(30)
Value for Money
4,4/5
Features
4,2/5
Ease of Use
4,6/5
Customer Support
4,7/5

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Showing 5 reviews of 30
Keith B.
Overall rating
  • Industry: Medical Devices
  • Company size: 1 001-5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent Application from a Great Vendor

Reviewed on 2020/07/09

I have been very happy with the selection of Hornbill, both from a product and a company...

I have been very happy with the selection of Hornbill, both from a product and a company perspective. The product is developed at a healthy pace with new features implemented regularly. The product has been easy to use and configure.

Pros

I liked how intuitive the product is to use. There is no steep learning curve allowing you to get off the ground quickly with a very sophisticated implementation. Key for me is the ability to configure everything myself and be completely self-sufficient while knowing that help is close at hand whether through the excellent user forum or via the customer success team.

The pace of development is good and I really appreciate the ability to give input to feature requests via the user forum.

Cons

Dynamic reporting capabilities - While there are several layers of reporting within Hornbill including several types of dashboarding, list reports, measures etc I would still like to see this area of the tool improved upon. The My Dashboards functionality is excellent for day to day individual reporting but I felt it necessary to use Power BI when I wanted to really dig deep with the flexibility to dynamically pivot based on any criteria I defined.

Dave V.
Overall rating
  • Industry: Legal Services
  • Company size: 1 001-5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Hornbill Service Manager

Reviewed on 2020/08/05

Excellent, good support and help with setup Business Processes and Progressive Captures. We use it...

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.

Pros

Relative ease of setup with good support from Hornbill during the setup. A lot can be customized.

Cons

Just minor things but that is due to our many offices with different languages.

Joyce A.
Overall rating
  • Industry: Construction
  • Company size: 5 001-10 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Easy to customise to your requirement

Reviewed on 2020/08/04

Good overall experience in designing the back end, and implementing most of our ITIL Process within...

Good overall experience in designing the back end, and implementing most of our ITIL Process within IT department and the business as a whole.

Pros

Easy to customise to follow our processes, and be able to use it beyond IT Service (provide Enterprise service to other department in the organisation).

Cons

Limitation in some features. Not be able to correct a wrong BPM once the ticket is resolved.
Not being able to localise changes

Lauren M.
Overall rating
  • Industry: Law Enforcement
  • Company size: 5 001-10 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Easily built, easily used

Reviewed on 2020/07/24

Very positive, a helpful company who actively listen to their customers in relation to build...

Very positive, a helpful company who actively listen to their customers in relation to build improvements and new features. An easy to use system which feels intuitive and can be used in a myriad of ways.

Pros

I like that we can build, edit, and move the system ourselves without having to rely on a company/IT team to do any necessary changes for us. I like the system can grow with us, and we can continue to add services and categories as necessary.

Cons

I dislike the report, widgets, and dashboard functionality immensely. I find it very clunky and cumbersome to pull meaningful graphics out of the system due to not being confident or comfortable with the coding requirements to link tables and such.

Frank R.
Overall rating
  • Industry: Financial Services
  • Company size: 501-1 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Hornbill Service Manager

Reviewed on 2020/07/21

Hornbill has broadened our horizons of the possibilities. This is particularly the case with...

Hornbill has broadened our horizons of the possibilities. This is particularly the case with automation of processes eg starters/movers/leavers, Sev1's, MI's and other business area processes
There are other paid-for and free modules which enable further integration such as Document Manager, Asset Management, Supplier Manager, Project Manager etc.

Pros

Easy to use and configure. Workflow interface is extremely good.
There feels to be a real energy with Hornbill to develop and move the product forwards.
They are building ITOM (IT Operations Management) for further automation within customer's infrastructure (on-prem) as well as Cloud.
The Customers' Forum is very active and responses from Hornbill are generally quick and very knowledgeable.

Cons

A number of updates are currently causing issues the next day. Hopefully that will improve soon.
Trying to get enhancements accepted can be tricky but to be fair that is the same with any provider - generally we have found it easier to have our voice heard than with the very large providers.
Reporting can take a while to sort but in a complex system that is not unusual - you don't need coding skills but knowledge of SQL expressions/structure is useful.
Migration from Zendesk for all our historic tickets was very painful - we had over 100,000 and this has taken months to complete.

Showing 5 reviews of 30 Read all reviews

Hornbill FAQs

Below are some frequently asked questions for Hornbill.

Hornbill offers the following pricing plans:

  • Starting from:
  • Free Trial: Available

Please contact Hornbill Corporate directly for pricing details.

We do not have any information about Hornbill features

Hornbill has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

We do not have any information about what languages Hornbill supports

Hornbill supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Hornbill integrates with the following applications:

Aha!, BambooHR, Basecamp, Box, Buffer, Cloudflare, DocuSign, Dropbox Business, Dynatrace, FreshBooks, Freshdesk, Freshservice, GitHub, Google Docs, Google Drive, Google Sheets, HubSpot CMS Hub, IFTTT, Jira, Jive, LinkedIn for Business, Microsoft 365, Microsoft Azure, Microsoft Power BI, Microsoft Teams, Microsoft Visual Studio, Nagios XI, OneDrive, OpsGenie, PRTG Network Monitor, PagerDuty, Pipedrive, Pivotal Tracker, Prezi, Remote Support, Salesforce Platform, Scoro, ServiceNow, Slack, SolarWinds Service Desk, TeamViewer, Trello, Twilio Voice, Twitter, VMWare Practice Lab, Vimeo Pro, Workday HCM, Yammer, Zendesk

Hornbill offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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