What users are saying about
7 Ratings
7 Ratings
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Score 4.8 out of 101

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Likelihood to Recommend

Hornbill

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
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Feature Rating Comparison

Incident and problem management

Hornbill
4.4
Organize and prioritize service tickets
Hornbill
6.4
Expert directory
Hornbill
3.3
Service restoration
Hornbill
4.1
Self-service tools
Hornbill
4.8
Subscription-based notifications
Hornbill
4.2
ITSM collaboration and documentation
Hornbill
4.8
ITSM reports and dashboards
Hornbill
3.5

ITSM asset management

Hornbill
2.2
Configuration mangement
Hornbill
3.4
Asset management dashboard
Hornbill
2.2
Policy and contract enforcement
Hornbill
1.0

Change management

Hornbill
5.2
Change requests repository
Hornbill
5.4
Change calendar
Hornbill
3.8
Service-level management
Hornbill
6.4

Pros

  • The system time-stamps actions (such as issue logged in/escalated/put on hold/resolved) which is useful
  • Email notifications are sent when the ticket (inquiry) is about to expire/breach SLA to the ticket owner or to notify the user that the inquiry has been placed on hold or resolved
  • There is a knowledge base search capability
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Cons

  • The UI is very, very basic and is not designed with the user in mind
  • The system itself is pretty basic yet required a rather complex set up
  • Random and inconvenient glitches: when Supportworks is opened, it offers useful pop-up notifications when a ticket has been submitted/edited/closed. However, if the notification pop up appears whilst I am typing (an email, document - anything), it overrides any kind of typing. This means that unless you touch-type with your eyes constantly glued to the screen, it is possible to miss the override moment
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Return on Investment

  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
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Pricing Details

Hornbill

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details