# Hornbill Software Reviews, Demo & Pricing - 2026 > Review of Hornbill Software: system overview, features, price and cost information. Get free demos and compare to similar programs. Source: https://www.softwareadvice.com/it-service/hornbill-profile --- [Home](https://www.softwareadvice.com/) / [ITSM Software](https://www.softwareadvice.com/itsm/) / Hornbill Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview [Reviews](https://www.softwareadvice.com/it-service/hornbill-profile/reviews/)[Alternatives](https://www.softwareadvice.com/it-service/hornbill-profile/alternatives/) # Hornbill 2026: Benefits, Features & Pricing Wondering if Hornbill is right for your organization? Our ITSM Software selection experts can help you in 15 minutes or less. On this page - Overview - User Interface - Popular Alternatives - Pricing and Plans - Features - Integrations - User Reviews - Popular Comparisons ## Overview Hornbill 4.7 [(30)](https://www.softwareadvice.com/it-service/hornbill-profile/reviews/) Pricing Pricing available upon request ### About Hornbill Hornbill is a cloud-based solution that helps organizations automate workflows for managing customers, employee experience, information technology (IT) and human resource (HR) teams. It enables employees to collaborate on projects, generate custom reports, manage tasks and capture and store business data in a centralized repository. Professionals can use the application to create, manage and control shared inboxes to communicate with internal and external stakeholders. It offers a host of features such as an activity dashboard, auditing, knowledge management and more. Additionally, it allows customer experience (CX) teams to create interactive content, share ideas and feedback with team members, maintain service catalogs and resolve customer queries and issues. Hornbill comes with an application programming interface (API), which supports integration with various third-party platforms such as Box, Buffer, Slack, Salesforce, Microsoft Azure, Jira, Trello, Workday and more. Pricing is available on request and support is extended via phone, email and documentation. Wondering if Hornbill is right for your organization? Our ITSM Software selection experts can help you in 15 minutes or less. ## Hornbill User Interface ## Popular Hornbill Alternatives Main Product Hornbill 4.7 [(30)](https://www.softwareadvice.com/it-service/hornbill-profile/reviews/) Ratings Breakdown - 4.60Ease of use - 4.36Value for money - 4.70Customer support - 4.23Functionality Pricing Available upon request Get Price Alternative Product [ManageEngine Endpoint Central](https://www.softwareadvice.com/product/117339-ManageEngine-Desktop-Central/) 4.6 [(1715)](https://www.softwareadvice.com/product/117339-ManageEngine-Desktop-Central/reviews/) Ratings Breakdown - 4.49Ease of use - 4.54Value for money - 4.46Customer support - 4.60Functionality Pricing Starting at $795.00 per year Get Price Alternative Product [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.5 [(733)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.58Ease of use - 4.43Value for money - 4.56Customer support - 4.33Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [ServiceNow](https://www.softwareadvice.com/product/27432-ServiceNow/) 4.5 [(350)](https://www.softwareadvice.com/product/27432-ServiceNow/reviews/) Ratings Breakdown - 4.24Ease of use - 4.14Value for money - 4.33Customer support - 4.46Functionality Pricing Starting at $100.00 per month Get Price Alternative Product [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) 4.5 [(520)](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/) Ratings Breakdown - 4.47Ease of use - 4.54Value for money - 4.51Customer support - 4.47Functionality Pricing Available upon request Get Price Alternative Product [Desk Manager](https://www.softwareadvice.com/itsm/desk-manager-profile/) 4.8 [(106)](https://www.softwareadvice.com/itsm/desk-manager-profile/reviews/) Ratings Breakdown - 4.66Ease of use - 4.55Value for money - 4.90Customer support - 4.70Functionality Pricing Available upon request Get Price ## Hornbill Pricing and Plans Starting price: Connect with an advisor for pricing Free Trial Free Version Basic Pricing available upon request No plan information available Confused about pricing? 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Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ## Hornbill Features - Popular features found in ITSM Access Controls/Permissions Activity Tracking Alerts/Escalation Alerts/Notifications Configuration Management Contract/License Management Knowledge Base Management Release Management Service Catalog Service Level Agreement (SLA) Management Support Ticket Management - More features of Hornbill Activity Dashboard API Approval Process Control Asset Lifecycle Management Asset Tracking Capacity Management Change Management Chat/Messaging Client Portal CMDB Customizable Branding Customizable Fields Customizable Forms Customizable Reports Customizable Templates Dashboard Creation Email Management Email Templates Help Desk Management Incident Management Inventory Management IT Asset Management Knowledge Management Mobile Access Multi-Channel Communication Problem Management Procurement Management Project Management Real-Time Notifications Real-Time Reporting Remote Access/Control Reporting & Statistics Scheduled/Automated Reports Self Service Portal SSL Security Support Ticket Tracking Surveys & Feedback Task Management Third-Party Integrations Ticket Management Workflow Management ## Hornbill Integrations Cloudflare Integration rated undefined from -1 review Jira Integration rated undefined from -1 review Microsoft Visual Studio Integration rated undefined from -1 review Pivotal Tracker Integration rated undefined from -1 review Freshdesk Integration rated undefined from -1 review Scoro Integration rated undefined from -1 review See all 47 integrations ## Hornbill User Reviews Overall Rating 4.7 Ratings Breakdown 5 73% 4 23% 3 3% 2 0% 1 0% Secondary Ratings Ease of Use 4.6 Value for money 4.4 Customer support 4.7 Functionality 4.2 Greg F. Verified reviewer Hospital & Health Care 5001-10000 employees Used daily for more than 2 years Review source Reviewed July 2020 If only all ITSM Platforms were this good! 5 The team at Hornbill were excellent from the outset, we had a great working relationship with the team, they were always quick to respond to our needs, responded to support calls promptly, the community forum is a wealth of knowledge this worked for us really well too. I really would recommend that you review Hornbill if you are thinking of migrating your ITSM toolset, I've never worked with a more customer centric supplier than Hornbill, friendly helpful, just brilliant overall. Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 5 Functionality Pros: The switch to Hornbill Service Manager was a no brainer, the implementation process was simple and delivered the main ITIL process out of the box, our consultant was brilliant and the knowledge transfer and community forum and support from Hornbill allowed us to expand the use of toolset with ease. Hornbill make it so easy to adapt the workflows to meet the business requirements. GOSH had a specific requirement for our EPR deployment, Hornbill worked with us to adapt the system to meet our needs. There really isn't much Hornbill cannot do! Cons: The CMDB could be a bit better, dynamic discovery would really help, although I think this is in the pipeline. Reasons for choosing Hornbill Cost efficiency, adaptability, ease of administration, I could support Hornbill with one on site analyst backed up by Hornbill support if needed. Reasons for switching to Hornbill We needed to switch for cost efficiency reasons, and to deliver a better service to the Trust. Read More Dv Dave v. Verified reviewer Legal Services 1001-5000 employees Used daily for more than 2 years Reviewed August 2020 Hornbill Service Manager 4 Excellent, good support and help with setup Business Processes and Progressive Captures. We use it on a daily basis for all IT support tickets firmwide. Ratings Breakdown 5 Ease of use 4 Value for money 5 Customer support 4 Functionality Pros: Relative ease of setup with good support from Hornbill during the setup. A lot can be customized. Cons: Just minor things but that is due to our many offices with different languages. Reasons for choosing Hornbill The features it offered for the price, as we really use the product for a specific task and Hornbill has modules so you'll only pay for what you use. Reasons for switching to Hornbill We needed a firmwide solution, there were different products in place in the firm and we wanted a single firmwide solution. Read More VR Verified Reviewer Telecommunications 201-500 employees Used daily for less than 2 years Reviewed August 2020 A Smart End-User Experience 4 It has been extremely positive with a helpful support network to help us implement it and we've enjoyed a good relationship with Hornbill staff ever since implementation. Ratings Breakdown 4 Ease of use 4 Value for money 2 Customer support 4 Functionality Pros: We really enjoy how it looks to our end-users and the ability to be able to customise the self-service portal and flows of how Incidents and Service Requests work and look dependent on the service item helps us ensure we get the important information that is relevant to the service affected for our customer. Cons: The Mobile application is poor, and borderline unusable meaning that this is a Desktop only service for us which doesn't help when we have travelling workers. Read More DR Darren R. Verified reviewer Construction 1001-5000 employees Used daily for more than 2 years Reviewed August 2020 Hornbill Service Review 5 Very positive with good customer focus Ratings Breakdown 4 Ease of use 4 Value for money 5 Customer support 4 Functionality Pros: The ease at which it can be deployed and the no-code environment for building workflows Cons: Reporting is still a gap in the features Reasons for choosing Hornbill Price, Customer Support and Ease of development Reasons for switching to Hornbill Performance improvement and ease of building workflows Read More VH Victoria H. Verified reviewer Non-Profit Organization Management 201-500 employees Used daily for less than 6 months Reviewed July 2020 Great Experience sp far 5 Really great so far, looking forward to building on the relationship. Ratings Breakdown 5 Ease of use 5 Value for money 4 Customer support 4 Functionality Pros: The RFP met almost all our requirements and at a price point that also worked. The support from the pre-sales and onboarding consultant was brilliant and enabled us to go from live instance (and the free 30 days) to go live within 28 days. the logic for setting up PCFs and BPs is fairly easy to grasp. Cons: We are still getting used to it, but nothing is a show-stopper (yet...?) some SQL knowledge is useful for some functions - this might hold some people up. Reasons for choosing Hornbill The scores on the RFPs - Hornbill pipped one of the others for success Read More SW Samuel W. Verified reviewer Government Administration 501-1000 employees Used daily for more than 2 years Review source Reviewed September 2020 A modern solution that is easy to configure and use 5 Hornbill is my first foray into ITSM, starting over 5 years ago, so I cannot really compare it to anything else apart from what I hear from others, but I can honestly say I've never come across a system that is modern, easy to use and very intuitive, especially when it comes to designing you own Forms and Business Processes. We use it for logging Incidents, Service Requests and Change Management process. There are various teams configured in Hornbill and depending on which Service and Catalog they customer/user logs a ticket under, will be assigned directly to the correct team via the Business Process. We utilize Asset Management and have regular imports from SCCM into Hornbill of any new Assets, and the information is managed with Hornbill manually. We have a PowerShell script that picks up information from the logon info file and updates the asset accordingly with the user who logged in last and what time they logged in. We also have a Team from another Department entirely using Hornbill for managing incidents and requests for their Services. Overall, I can say that my experience with Hornbill is a positive one. - 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. - We've made requests for enhancements/features and with the right amount of interest, some have been added to the Hornbill roadmap and delivered. - The solution is extremely easy to use Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 4 Functionality Pros: \> Once you get into it, the configuration is a breeze. It's easy to configure a new service and catalogs extremely quickly. > Progressive Capture Forms and Business Processes can be built with no-coding involved at all. These screens are presented in the style of Flow Diagrams which are extremely easy to configure and visualise, and can also be converted to a PDF for printing. > Hornbill can integrate with many different Services within the Business Processes. You could have a request for a New Starter create an Active Directory Account in Azure automatically for example. > Regular updates and new features (that you can choose not to turn on immediately) keeps the solution in tip-top shape > The social media look and feel > API's - it is extremely easy connect to the Hornbill API using PowerShell or any other languages that has the capability Cons: \> Complex reporting can be difficult within Hornbill without having full control of the SQL query, but as an alternative API's can be used but will require knowledge Read More PA Paul A. Verified reviewer Construction 5001-10000 employees Used daily for more than 2 years Reviewed July 2020 Hornbill and VINCI 5 Hornbill as a software platform is now an essential part of our day to day operations. 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. Hornbill as a company has been very helpful to us, and we feel that we have a very good relationship with them on a company and an individual level. We like to think that we have been listened to when we have a problem or an improvement suggestion, and we also know that they will often offer us alternative ideas about how to manage our processes etc in a better way. 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. Ratings Breakdown 5 Ease of use 4 Value for money 5 Customer support 5 Functionality Pros: Hornbill Service Manager is used on a daily basis by our IT, HR, Health and Safety, Digital Engineering and Supply Chain teams to help track and monitor their workload. It is safe to say that, without Hornbill, these services would find it very difficult to know what their current tasks consisted of. We have found that the software platform is very easy to use and very innovative. It has taken a minimum amount of training for all of our users to be able to pick up how to use it, and it is great to know that, if someone has an improvement request, we can talk directly to the developers who will either let us know of an alternative way of doing things, or they will take the idea and get it added as a feature. We like the easy way that we can create and change processes for each team, and that the users can set out their screen to make it work the way the individual wants it to. Overall we enjoy using the software and it is easy to recommend that other teams in our company should use it. Cons: Any questions or improvement requests that we think would be desirable are always communicated through the online forum. Whether these requests get added or not is decided by an online discussion between developers and other users of the software, so I honestly can't think of anything that I dislike about the platform enough that I would complain about it! Read More ST Stuart T. Verified reviewer Government Administration 1001-5000 employees Used daily for more than 2 years Reviewed July 2020 Automation! Automation! Automation! 5 Our overall experience of Hornbill is of an excellent product with excellent service from them as a supplier. Our HR recruitment process used to take an average of around 3 months Automation of this process using Hornbill has reduced that to around 6 weeks. We have absorbed the (rather chaotic) support functions of around 20 generic mailboxes into Hornbill so that service requests are now monitored and processed in an organised fashion, dramatically improving quality of service and reducing resources required to support. Ratings Breakdown 5 Ease of use 5 Customer support 5 Functionality Pros: Hornbill offers a highly flexible product that very much puts design in our hands, the hands of the customer. We have set it up to automate services, business processes, incident management, service management, resource analysis in a way that suits our organisation. It integrates easily with numerous well known software systems (e.g. MS O365) Setting up workflows and request types is relatively easy and code-free. For example, the majority of staff developing services on this platform are business support administrators rather than IT technicians. It is a very reliable product. We have had minimal downtime and any incidents with the system have been dealt with swiftly and effectively by Hornbill, with proper RCA given in each case. We are very pleased with their service as a software supplier. Customer engagement is excellent, with regular reviews, free webinars and video tutorials complimenting a comprehensive WIKI site. Their customer forum is also a great way to get support and gain knowledge . Cons: Very difficult to say what I don't like. The product is ideal for supporting internal organisational processes and services. It can deal with external customer affairs, but is not the ideal product for this. It does not have any financial processing capability. This is simply a limitation of the product. Read More GN Gareth N. Verified reviewer Computer Software 201-500 employees Used daily for more than 2 years Reviewed July 2020 Great product and support 5 Hornbill Service Manager has allowed us to implement one support system in all of our regions (we have offices in 27 countries). This has allowed us to take advantage of shared resources as well as cross-timezone support for our customers. Overall, myself and my colleagues have a very positive relationship with Hornbill. Ratings Breakdown 4 Ease of use 4 Value for money 5 Customer support 4 Functionality Pros: Hornbill Service Manager is easy to use and customise. Customer engagement from Hornbill themselves is excellent, with quarterly reviews and an annual conference that provides the opportunity to meet with other users of the product. The Hornbill Forum is also a great place to disucuss any issues and request new functionality. Cons: Without the enterpirse edition we are unable to deliver reports to external customers via email as we did using SupportWorks. I'd also like to see more regular updates to the Customer Portal as this is our external customers only view of the system and so they do not get to see the regular updates we see within Service Manager and therefore their perception of Hornbill may not be as positive as ours is internally. Reasons for switching to Hornbill We made the switch so that we could use a Cloud based product across all of our regions. Read More DB David B. Verified reviewer Higher Education 1001-5000 employees Used daily for more than 2 years Reviewed July 2020 Good Service, a few bumps 4 Our previous solution was exclusively an ITSM service for the IT department, since moving to Service Manager we've organically grown adoption, increasing users by +80% and grown into 4 other departments across the university. This has not required top down dictate, or 'selling', the new users have come to us. Ratings Breakdown 4 Ease of use 3 Value for money 4 Customer support 4 Functionality Pros: On the whole the service is reliable and fairly intuitive. Training new users takes 15-30 minutes, and much of that is around how we want the product used, rather than how it works. Cons: There was a period of 6 months with more than a few outages, and some periods of slow down since, but they are thankfully fairly rare, and certainly don't negatively impact the overall service. The main Con for us, is as a largish University, we support 100+ services, and Hornbill Service Manager appears intended to have a dozen. For example there is no Search functionality in the service picker (when logging a job), the self service portal requires you to list ALL services if you want customers to see their raised tickets. The self service portal is much improved since the recent update, as there is a great deal more flexibility. Read More Showing 1 - 10 of 30 Reviews [See All Reviews](https://www.softwareadvice.com/it-service/hornbill-profile/reviews/) ## Hornbill Popular Comparisons [ManageEngine Endpoint Central vs Hornbill](https://www.softwareadvice.com/compare/117339-ManageEngine-Desktop-Central/vs/136309-hornbill/)[Freshservice vs Hornbill](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/hornbill/)[ServiceNow vs Hornbill](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/136309-hornbill/)[SysAid vs Hornbill](https://www.softwareadvice.com/it-service/hornbill-profile/vs/sysaid-it-crm/)[JIRA Service Management vs Hornbill](https://www.softwareadvice.com/it-service/hornbill-profile/vs/jira-service-management/) [Compare All Alternatives](https://www.softwareadvice.com/it-service/hornbill-profile/alternatives/) ## Other Top Recommended ITSM Software [NinjaOne](https://www.softwareadvice.com/remote-support/ninjarmm-profile/) **4.7** (293) Recently recommended **10** times [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** (4080) Recently recommended **8** times [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) **4.5** (733) Recently recommended **7** times [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) **4.5** (520) Recently recommended **4** times Stuck Between Options? 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