Hornbill Supportworks ESP

(2)
3.0 out of 5 stars

IT Service Management, Customer Support & Helpdesk Software.

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Hornbill Supportworks ESP review by Administrator in Internet
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Great if you want a helpdesk application that works out of the box

What do you like best?

The user interface for support works is easy to use and takes many of its layout features from outlook. Accepting , assigning and creating calls is straight forward and works well

What do you dislike?

It was very difficult to get support works working the way we wanted, there were many thing needed to be setup and configured before it would work, this was time consuming and frustrating, any customization to the product ( which hornbill allow) needed to be done by the hornbill team at extra cost, this then restricted updates to having to be done by the hornbill team as well

Recommendations to others considering the product

fogbugz

What business problems are you solving with the product? What benefits have you realized?

We had an old helpdesk software which was in need of replacing, hornbill eventually provided it as a good solution

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Hornbill Supportworks ESP review by <span>Michael S.</span>
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Basic ITIL Workflow Capabilities

What do you like best?

Easy to implement; basic features out of the box match our internal workflows. Good support.

What do you dislike?

Difficult to upgrade and modify existing workflows. Minimal reporting and dashboard monitoring of realtime escalation.

Recommendations to others considering the product

While product claims full ITIL workflow integration, ensure you test against its escalation and communication functionality to match your needs.

What business problems are you solving with the product? What benefits have you realized?

ITIL based ITSM function.

What Service Desk solution do you use?

Thanks for letting us know!

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