BOSSDesk vs Hornbill
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.5 / 5
4.6 / 5
Value for Money
4.7 / 5
4.4 / 5
Customer Support
4.8 / 5
4.7 / 5
Functionality
4.4 / 5
4.2 / 5
Last Review Written
May 10, 2024
September 15, 2020
Pros/Cons
Pros
- Probably most helpful is the ability to create and track service tickets all from emails. For those users who are a bit more saavy the web interface is great and provides a more robust experience.
- Flexible and very user friendly. We have utilized this module of the system now for over 2 years and we find it one of the best Asset Tracking systems attached to our helpdesk application.
- The portability and mobility of the platform are outstanding. The tools are integrated seamlessly.
Cons
- Only recently have they added time sheets, routing rules, and triggers. The reporting is poor as well with little options for custom reports.
- I asked specifically if we need to back up any configurations before we do that and was told no that it should carry over. After the upgrade, none of the syncing configurations carried over.
- You're limited to just the options they give you. Since it's web based they can't really customize anything directly for you because it will impact all of their customers.
Pros
- If we had any reservations about the software then we wouldn't be using it, and I think that this is the best recommendation I can give that we are VERY happy with it.
- The Hornbill Community Forums is a great resource, the people are nice, Hornbill themselves have been exceptionally good with our queries or if we need any assistance.
- All in all, we are very happy to be using the software and dealing with them on a business level. We would (and do!) recommend Hornbill to other people and businesses.
Cons
- We had to integrate the Service Desks for 3 Hospitals into one using aggressive timescales with limited resources.
- Migration from Zendesk for all our historic tickets was very painful - we had over 100,000 and this has taken months to complete.
- There are some standard functionalities you would expect an ITSM platform to have which are missing on Hornbill.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2024
FrontRunners
2022
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
