--- description: Get information about Hornbill price, usability & features from verified user experiences. Read reviews from Indian business users & discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Hornbill Price, Features, Reviews & Ratings - Capterra India --- Breadcrumb: [Home](/) > [IT Service Software](/directory/30672/it-service/software) > [Hornbill](/software/143649/hornbill) # Hornbill Canonical: https://www.capterra.in/software/143649/hornbill Page: 1 / 2\ Next: [Next page](https://www.capterra.in/software/143649/hornbill?page=2) > Make life at work better. A faster, easier way to automate, integrate, and streamline your ITSM workflows without technical gurus. > > Verdict: Rated **4.7/5** by 30 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Hornbill? Organisations who want to move away from restrictive 1st gen ITSM tools. Collaboration, Workflow Automation, Enterprise Service Management all easily accessed via The Hornbill Platform. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.7/5** | 30 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support Software | 4.7/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.2/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Hornbill - **Location**: Ruislip, UK - **Founded**: 1995 ## Commercial Context - **Pricing model**: Per User (Free Trial) - **Pricing Details**: Please contact Hornbill Corporate directly for pricing details. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Dutch, English, French, German, Italian, Spanish - **Available Countries**: Canada, France, Germany, Guernsey, Ireland, Isle of Man, Jersey, United Kingdom, United States ## Features - Activity Dashboard - Alerts/Escalation - Alerts/Notifications - Asset Tracking Software - CMDB Software - Change Management Software - Configuration Management - Contract/License Management - IT Asset Management Software - Incident Management Software - Inventory Management Software - Knowledge Management Software - Multi-Channel Communication - Problem Management - Release Management - Reporting & Statistics - Self Service Portal - Service Catalog - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Management Software - Third-Party Integrations - Ticket Management - Workflow Management Software ## Integrations (48 total) - Aha\! - BambooHR - Basecamp - BeyondTrust Remote Support - Box - Buffer - Cloudflare - Docusign - Dropbox Business - Dynatrace - FreshBooks - Freshdesk - Freshservice - GitHub - Google Docs ... and 33 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [IT Service Software](https://www.capterra.in/directory/30672/it-service/software) ## Related Categories - [IT Service Software](https://www.capterra.in/directory/30672/it-service/software) - [IT Service Management (ITSM) Tools ](https://www.capterra.in/directory/30676/itsm/software) - [Service Desk Software](https://www.capterra.in/directory/31027/service-desk/software) ## Alternatives 1. [Atera](https://www.capterra.in/software/144309/atera) — 4.5/5 (446 reviews) 2. [Milvus](https://www.capterra.in/software/202528/milvus) — 4.8/5 (298 reviews) 3. [TOPdesk](https://www.capterra.in/software/127562/topdesk) — 4.4/5 (110 reviews) 4. [SysAid](https://www.capterra.in/software/107225/sysaid) — 4.5/5 (511 reviews) 5. [Syncro](https://www.capterra.in/software/207618/syncro) — 4.6/5 (147 reviews) ## Reviews ### "Excellent Application from a Great Vendor" — 5.0/5 > **Keith** | *9 July 2020* | Medical Devices | Recommendation rating: 10.0/10 > > **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. > > 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. ----- ### "Hornbill Service Manager" — 5.0/5 > **Frank** | *21 July 2020* | Financial Services Software | Recommendation rating: 10.0/10 > > **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. > > 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. ----- ### "Easy to customise to your requirement" — 3.0/5 > **Joyce** | *4 August 2020* | Construction software | Recommendation rating: 9.0/10 > > **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 > > Good overall experience in designing the back end, and implementing most of our ITIL Process within IT department and the business as a whole. ----- ### "Hornbill - A modern platform for a modern industry" — 5.0/5 > **Lyonel** | *13 July 2020* | Mechanical or Industrial Engineering | Recommendation rating: 10.0/10 > > **Pros**: The modern interface makes it extremely intuitive and easy for staff of all ages and experiences to get familiar with the tool. Creating business processes is extremely easy thanks to a great and powerful WYSIWYG engine. The decoupling of business processes and information gathering (aka Progressive Capture) was key for a swift implementation and great customer adoption. The H.U.D on tickets was also extremely useful to all users. The self-service portal where customers can log their own tickets, search for information or keep track of the progress made on their tickets was a massive step forward for us, and critical to the adoption and success of Hornbill's implementation. Building dynamic dashboards to display KPIs, trends or messages across big screens was easy to setup and incredibly useful for communication within the company and stakeholders. Finally, Hornbill has a great community where you can find help and knownledge. Hornbill staff is also very knowledgeable and accessible. They listen to their customers and keep improving the platform providing fixes and new features on a very regular basis. > > **Cons**: Simple reporting is available out of the box and is working great. But most organisations require more than simple charts or tables of data. The advanced analytics side of things exists (at small extra cost) but could be lacking for organisations particularly data driven. The support staff at Hornbill are excellent\! Free support is available via their community forums (a great community I must add). For more direct support, you will need to pay a premium at a reasonable extra cost. > > In the space of 5 years, we changed ITSM solution twice... Both implementations took a long time (at least 6 months) and was never a success among IT support staff, let alone customers: "too many emails, don't know who we are talking too, taking too long, no visibility of progress". Our backlog was out of hand and we were firefighting 95% of the time. After our go-live with Hornbill, IT Staff was immediately a lot more efficient in managing tickets. Backlog and lead-times reduced by 35% in the first year\! Staff was happy with the business processes, the clarity of the interface, the interaction with the customers directly via the portal, etc. Within 6 months we stopped firefighting. We were back in control. We could finally focus on solving key issues and spending more time helping customers. Hornbill is a fabulous ITSM tool, but it is also a platform that has so much more to offer. Excellent value for money. ----- ### "Review of Hornbill Service Manager and Project Manager" — 5.0/5 > **Will** | *9 July 2020* | Hospitality | Recommendation rating: 10.0/10 > > **Pros**: The clean user interface, structured business process and progressive capture engine. The general ease of use, ease of deployment and low time investment to learn the product. The support from product specialists and developers is excellent even on the community / forum supported model. The openness to feature requests and evolution of the product are excellent, even in the short 12-13 months we've been using the product. > > **Cons**: I think Project Manager has some room for improvement. It works well for smaller fenced projects but when you start adding larger more complex projects there are some limitations, particularly the way projects tasks and milestones are linked. Not many of my projects flow smoothly from milestone A to milestone B so I have to get more creative (e.g define multiple smaller projects and use the programme functionality). I have confidence that the team will evolve the product in coming months however. The Hornbill reporting engine is limited and without the advanced analytics the dashboards are also limited. Whilst Power BI integration supported there doesn't seem to be support for shared data gateways at this time (only personal data gateways). With a lot of companies adopting Microsoft Teams for collaboration I can see the Hornbill Collaboration engine falling by the wayside, and whilst it underpins the rest of the Hornbill experience. Within a small team who cover support, design and implementation and projects across all team members, I find I spent 90% of my time in Service Manager itself. It would be useful to display things like tasks (currently in the Collaboration component) moved into the Service Manager component (or at least have the option to). > > Overall I was very impressed with my experience with Hornbill. The on-boarding was well structured and product specialists extremely knowledgeable and supportive during the whole process. For anyone well versed in ITSM tools, the product is very intuitive and easy to learn. I was developing complex business processes with little to no support within a month or two or immersing myself in the product. Although we only use the community / forum support model rather than dedicated tech support, the product specialists and develops are active daily in the forums and respond quickly to queries. The platform has been rock solid and only impacted briefly (a few minutes) in the last year we have been using the product. Software updates have been frequent, well documented ----- Page: 1 / 2\ Next: [Next page](https://www.capterra.in/software/143649/hornbill?page=2) ## Links - [View on Capterra](https://www.capterra.in/software/143649/hornbill) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data