Hornbill Supportworks ITSM: could be more user-friendly
Supportworks ITSM is used by our IT Helpdesk team to capture, track, escalate and resolve IT-related issues. The issues are logged in by …
Hornbill
Hornbill Supportworks ITSM
Overview
Recent Reviews
Video Reviews
Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Hornbill, and make your voice heard!
Pricing
View all pricingN/A
Unavailable
What is 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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Would you like us to let the vendor know that you want pricing?
2 people want pricing too
Alternatives Pricing
What is ServiceNow IT Service Management?
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…
What is Jira Service Management (Jira Service Desk)?
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of…
Features Scorecard
No scorecards have been submitted for this product yet.Start a Scorecard.
Product Details
What is 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 |
Comparisons
View all alternatives
Frequently Asked Questions
What is 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.
What are Hornbill's top competitors?
IFS Assyst (formerly Axios Assyst), BMC Helix ITSM (Remedy), and CA Service Management, with CA Service Desk Manager are common alternatives for Hornbill.
What is Hornbill's best feature?
Reviewers rate Service-level management highest, with a score of 6.9.
Who uses Hornbill?
The most common users of Hornbill are from Enterprises (1,001+ employees) and the Computer Software industry.
Reviews and Ratings
 (8)
Reviews
(1-3 of 3)- Popular Filters
Companies can't remove reviews or game the system. Here's why
April 17, 2018
Hornbill Supportworks ITSM: could be more user-friendly
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
April 18, 2017
Hornbill Supportworks - Works well
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.
July 15, 2016
Probably Does a Lot More Than I Know
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.