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://dudodiprj2sv7.cloudfront.net/product-logos/8A/2z/UZTBSMA7XMLU.jpegHornbill Supportworks ITSM: could be more user-friendlySupportworks 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-basedHornbill Supportworks - Works wellIt'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 AuditorProbably Does a Lot More Than I KnowWe 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.,6
Unspecified
Hornbill Supportworks ITSM
7 Ratings
Score 5.0 out of 101
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>TRScore

Hornbill Reviews

Hornbill
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 5.0 out of 101
Show Filters 
Hide Filters 
Filter 7 vetted Hornbill reviews and ratings
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Industry
Department
Experience
Job Type
Role
Reviews (1-3 of 3)
  Vendors can't alter or remove reviews. Here's why.
No photo available
April 17, 2018

Review: "Hornbill Supportworks ITSM: could be more user-friendly"

Score 4 out of 10
Vetted Review
Verified User
Review Source
Supportworks 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
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.
Read this authenticated review
No photo available
April 18, 2017

User Review: "Hornbill Supportworks - Works well"

Score 7 out of 10
Vetted Review
Verified User
Review Source
It'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.
  • Medium size IT support organisations.
  • Those without a need for complex knowledge systems or complex search engines. Ideal for support teams, limited usage for project or non-technical teams.
  • Better to use other systems to feed in information such as assets, customers etc.
Read this authenticated review
Matthew Kermode profile photo
July 15, 2016

Hornbill Review: "Probably Does a Lot More Than I Know"

Score 6 out of 10
Vetted Review
Verified User
Review Source
We 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.
It is very good as a repository for all related issues, concerns, errors etc., and it is easy to see all of the ongoing updates sequentially in one screen. It isn't any good for specific work allocation, project management or resourcing.
Read Matthew Kermode's full review

Hornbill Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (3)
6.5
Expert directory (3)
3.3
Service restoration (3)
4.1
Self-service tools (3)
4.8
Subscription-based notifications (3)
4.0
ITSM collaboration and documentation (3)
4.8
ITSM reports and dashboards (3)
3.6
Configuration mangement (3)
3.2
Asset management dashboard (2)
2.3
Policy and contract enforcement (1)
1
Change requests repository (3)
5.2
Change calendar (3)
3.8
Service-level management (3)
6.2

About Hornbill

Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.

Hornbill Competitors

Hornbill Technical Details

Operating Systems: Unspecified
Mobile Application:No