# Hornbill Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Hornbill Software - reviews, pricing plans, popular comparisons to other ITSM products and more. Source: https://www.capterra.com/p/143649/Hornbill --- # Hornbill Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Hornbill ## What is Hornbill? Hornbill Service Manager's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is simple. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version. ## What is Hornbill used for? [IT Service](https://www.capterra.com/it-service-software/)[Service Desk](https://www.capterra.com/service-desk-software/)[ITSM](https://www.capterra.com/itsm-software/) Top alternative Featured Overall rating Based on 30 user reviews Reviews sentiment Positive 97% Neutral 3% Negative 0% Contact vendor for pricing Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Hornbill?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.hornbill.com&name=Hornbill) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Hornbill 4.7 (30) VS. [4.6 (1,462)](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/reviews/) Starting Price Contact vendor Starting Price $795 Per User, Per Year Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (30) Ease Of Use 4.5 (52) Value For Money 4.4 (28) Value For Money 4.5 (51) Customer Service 4.7 (30) Customer Service 4.4 (52) ## Hornbill alternatives [4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $29.00 Per User, Per Month [4.5 (511)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price Contact vendor for pricing [4.5 (446)](https://www.capterra.com/p/144309/Atera/reviews/) Starting price $129.00 Per User, Per Month [4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting price $20.00 Per User, Per Month [View all alternatives](https://www.capterra.com/p/143649/Hornbill/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Email Management 4.3 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Self Service Portal 3.7 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Service Level Agreement (SLA) Management 4.3 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Ticket Management 5.0 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Mobile Access 2.0 (2) 0.00% of 2 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Access Controls/Permissions Define levels of authorization for access to specific files or systems Hornbill 50 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Monitor service demand and performance to plan for adequate resources that meet business needs Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system Private online space that lets businesses securely share documents and provide information access to clients Configuration Management Database Identify component attributes like servers, hardware, software, and manage relationships across all services Track, store, and access client contracts or licenses Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Creation and customization of dashboards Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Managing service requests, incidents, IT issues & support with a ticketing system Manage and track all disruptions and incidents Track and manage inventory levels to maintain proper supply Managing inventories and tracking changes to hardware and software configurations Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Access software remotely via mobile devices Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Plan and coordinate all the resources, costs and time needed to execute assignments Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Access work applications remotely, for when working away from the office and/or traveling Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Set a time to generate routine reports automatically Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Set and monitor service level agreements to ensure timely response and resolution Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Create, manage and track all task activities and progression Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.2 (30) 4.2 Based on 30 reviews ## Pricing Value for money 4.4 (28) ### Starting price Contact vendor for pricing Free trial available Value for money 4.4 (28) 4.4 Based on 28 reviews ## Integrations [ Google Docs](https://www.capterra.com/p/160756/Google-Docs/)[ Google Drive](https://www.capterra.com/p/161425/Drive/)[ Slack](https://www.capterra.com/p/135003/Slack/)[ Trello](https://www.capterra.com/p/211559/Trello/)[ Dropbox Business](https://www.capterra.com/p/143068/Dropbox-Business/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Basecamp](https://www.capterra.com/p/56808/Basecamp/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.7 (30) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.7 (30) 4.7 Based on 30 reviews ## User reviews Overall rating 4.7 Based on 30 reviews Filter by rating 5(22) 4(7) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent SW Samuel W. Applications Officer Government Administration ### "A modern solution that is easy to configure and use" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 15, 2020 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 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 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DR Darren R. IT Service Director Construction ### "Hornbill Service Review" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 19, 2020 Very positive with good customer focus 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 Alternatives considered [EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) Reasons for choosing Hornbill Price, Customer Support and Ease of development Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. HH Hans H. Senior Systems Administrator Information Services ### "Highly recommendable" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 August 17, 2020 When at first we came into contact with Hornbill we were were intrigued by their 30-day Switch-On trial where they set up your system, train you, and if you are not content you can walk out, free of charge after the 30 day trial period is over. But they really put their money where their mouth is and deliver an easily administered and stable product. Hornbill Service Manager is frequently updated and Hornbill themselves are very responsive to customer input. All in all I can highly recommend this product. Pros \-Total control over you support processes through an easily administered interface. -Cloud based, runs in any browser. -Support for multiple languages and service desks through built in translation tools. -Ease of administration. -Ease of segmenting ticket flow betwen multiple service desks. -Scaleability Cons \-Still a bit immature when it comes to supporting external organisations. -Since processes are pre-defined, some ad-hoc measures may be difficult to implement. Reasons for choosing Hornbill Hornbill Service Manager was the product that most closely fulfiled our requirements Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Voice Services Support Lead Telecommunications ### "A Smart End-User Experience" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 2.0 2.0 Likelihood to Recommend 7/10 August 14, 2020 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. TG Tom G. PMO Manager Financial Services ### "Hornbill Review - 13.08.2020" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 13, 2020 Hornbill are a very easy company to work with, particular shout-out to \[SENSITIVE CONTENT HIDDEN\] who's done a great job with the Hornbill Project Manager app over the past year or so. Pros There are a whole host of great things about Hornbill but some of the best features are: - Collaborative approach to development and enhancement of the software - Support from the Hornbill userbase and support team - Ease of use and navigation - Linkage between different elements of Hornbill (Project Manager and Service Manager for example) - The amount of time and effort it's saved our business with simplification and automation of processes Cons Very few things but there are some elements which could be improved: - The document library/manager tool is basic and we still use SharePoint as a storage mechanism - Reporting should be more accessible for the general Hornbill user and shouldn't require an Admin to develop a report. Some basic, frequent out-of-the-box reports are needed - A visible roadmap of future developments with some rough timelines would really be welcomed Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DV Dave v. IT Manager Legal Services ### "Hornbill Service Manager" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 5, 2020 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. 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. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We needed a firmwide solution, there were different products in place in the firm and we wanted a single firmwide solution. Alternatives considered [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BP Ben P. IT Director Construction ### "Hornbill" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 4, 2020 Really good. The Hornbill team have worked hard to ensure our onboarding was smooth. They also keep us up to date and involved with product development. This means we are always getting more from the platform. We now use it for dgitialising the entire central services department.... Not just IT :) Pros It is simple to use as an IT pro and end user. It has a comprehensive feature set given its price. It is from an organisation who really do care about their product and customers. Cons The older service portal was not too well organised and did not search text too well. But this has been fixed and the new version is brilliant! Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JA Joyce A. IT Service Analyst Construction ### "Easy to customise to your requirement" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 4, 2020 Good overall experience in designing the back end, and implementing most of our ITIL Process within IT department and the business as a whole. 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 Reasons for choosing Hornbill Price difference Easy customisation Customer service provided by Hornbill Potential of expanding the use of Hornbill beyond IT Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JK Jason K. IT Services Manager Construction ### "Hornbill ServiceDesk" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 31, 2020 Hornbill has allowed us to improve on our Service Delivery and now is a core application within the team Pros Highly customisable business work flow, with easy to use tools, resulting it an a very configurable ServiceDesk solution, Seamless integration due to SSO, meaning a good up take by end users Cons Mobile app is a little on the clunky side, a new version is currently being written and early viewing looks much better. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. GN Gareth N. Customer Service Manager Computer Software ### "Great product and support" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 30, 2020 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/143649/Hornbill/reviews/) Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. 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