TrustRadius
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.https://media.trustradius.com/product-logos/8A/2z/UZTBSMA7XMLU.jpegHornbillHornbill Supportworks ITSM: could be more user-friendly2018-04-17T15:23:30.100ZSupportworks ITSM is used by our IT Helpdesk team to capture, track, escalate and resolve IT-related issues. The issues are logged in by our internal IT users as well as external business users that out Helpdesk team supports.,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,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,4,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-basedVerified UserProbably Does a Lot More Than I Know2016-07-15T18:07:09.997ZWe use Hornbill Supportworks ITSM company wide. For the most part it is used as an IT support tool for logging and requesting errors, issues, fixes etc. I personally use it in a support role for the creative services team, picking up issues and allocating them to the appropriate team members for working on.,Allocate requests to individuals
All issues, errors and fixes in one location
Shared process between multiple functions and locales,The interface is quite hard work, not very visually friendly
It all just feels a bit old fashioned and needs a reboot
This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.,6Matthew KermodeHornbill Supportworks - Works well2017-04-18T15:37:02.710ZIt's used by our IT department as our incident and problem management system. We have been using Supportworks for over ten years now, from a fledgling product to the more mature version that it is today. The system provides our help desk, desktop, and infrastructure teams with the tool needed to manage some 5000-6000 incidents per month.,Manages a large amount of data without slowdown or issues.
Reliable platform for incident and problem management.
API usage for linking to other systems is basic but useable.,User interface is somewhat old fashioned.
Cost of having Hornbill install updates is annoying as updates that we try and instal ourselves often fail.
Cost of support is too high.,7,Higher cost of support that we think the product is worth.
Ease of use and low training needs for new starters.
Simple to set up and use.
Able to cope with large amounts of data.
Stable and reliable.
Hornbill not always good at listening to their users.,ManageEngine Password Manager Pro, SolarWinds Server & Application Monitor, SolarWinds IPAM, SolarWinds Log & Event Manager, SolarWinds Network Device Monitor, QuickBase, Exinda, Netwrix AuditorVerified User
Unspecified
Hornbill Supportworks ITSM
7 Ratings
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