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
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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