--- title: "Hornbill Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Hornbill Software - reviews, pricing plans, popular comparisons to other ITSM products and more." source_url: "https://www.capterra.com/p/143649/Hornbill/" page_type: "product" language: "en" publication_date: "2026-11-03" --- # Hornbill Software Review 2026: Features, Integrations, Pros & Cons Last updated on November 3, 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)[FAQs](#faqs)[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% ### Starting price 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://www.g2.com/products/hornbill-hornbill-service-manager/claim_requests/new?auto=true) ## 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. [4.7 (300)](https://www.capterra.com/p/184229/NinjaOne/reviews/) Starting Price Contact vendor Starting Price Contact vendor Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (30) Ease Of Use 4.7 (300) Value For Money 4.4 (28) Value For Money 4.6 (284) Customer Service 4.7 (30) Customer Service 4.7 (290) ## Hornbill alternatives [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.5 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.7 (146)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 99% of reviewers rated it above 4 stars [4.6 (108)](https://www.capterra.com/p/133392/Service-Desk/reviews/) Starting price $17.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars ## FAQs about Hornbill Overview ### Which roles and teams benefit most from Hornbill? Hornbill is most used by service desk leaders, IT service managers, and support teams that manage incidents, service requests, and customer communications. Systems analysts and administrators use it to track technical work and maintain service operations, while service improvement, transformation, and PMO managers oversee workflows, delivery performance, and process changes. Answer based on 30 reviews Overview ### What company size and specific industries is Hornbill built for? Hornbill is designed for organizations of any size that need to replace older ITSM tools with a more flexible service management platform. It is aimed at teams using collaboration and workflow automation for IT service management and broader enterprise service management, rather than at a specific industry. Features and Usability ### What are the key features of Hornbill? Hornbill offers IT service management features including incident management, problem management, change management, release management, and service request management. It also includes help desk management, support ticket tracking, knowledge base management, self service portal, workflow management, SLA management, asset tracking, CMDB, analytics, and role-based permissions. Integrations ### Which third-party tools and platforms does Hornbill integrate with? Hornbill integrates with over 40 third-party tools and platforms, including Jira, GitHub, Google Drive, Google Docs, Google Sheets, Dropbox, Box, Docusign, HubSpot Content Hub, Freshdesk, and Freshservice. It also connects with Aha!, BambooHR, Basecamp, BeyondTrust Remote Support, Cloudflare, Dynatrace, FreshBooks, Buffer, and IFTTT. Answer based on 7 reviews Getting Started and Support ### What training and onboarding options does Hornbill offer? Hornbill provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online formats support guided instruction, webinars offer scheduled group learning, documentation serves as written reference, and videos support self-paced review. Answer based on 6 reviews Getting Started and Support ### What customer support options does Hornbill offer, and how do users rate the experience? Hornbill offers email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live representative, and chat support. Users frequently describe product specialists and community resources as helpful and knowledgeable, with prompt responses to queries and support calls. Some reviewers note that more direct support may require an additional paid tier. Answer based on 10 reviews Features and Usability ### How easy is Hornbill to use? Hornbill makes daily service management and workflow design approachable for teams familiar with ITSM tools. IT, HR, and operations users value its intuitive interface, drag-and-drop process builder, and short training curve. However, complex reporting, plugin integrations, and detailed role setup can require technical knowledge and take longer to master. Answer based on 16 reviews Features and Usability ### What is Hornbill's user interface like? Hornbill provides a clean, modern interface that helps staff navigate tickets, self-service requests, and departmental support processes with minimal friction. IT service teams and business departments value configurable screens, visual forms, and browser-based access. The mobile experience and report-dashboard design may feel less polished for users who need advanced analytics. Answer based on 11 reviews ## Features AI summary Based on 834 ITSM reviews Capterra data shows that buyers of ITSM software rank the following features as their top priorities: - **Asset Tracking** (**53%** of reviewers rated this feature as critical) - **Support Ticket Management** (**58%**) - **Incident Management** (**60%**) Hornbill supports all three features that reviewers rate most highly: **Asset Tracking**, **Support Ticket Management**, and **Incident Management**. Together, these capabilities help businesses keep visibility into IT assets, manage service requests efficiently, and respond to incidents faster, allowing teams to maintain service quality and reduce operational delays. 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 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 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 Knowledge Base Management 3.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support 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 Hornbill 63 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 Track and document all activities across devices, networks, and other systems 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 Tools for the systematic analysis of various types of data or statistics 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 A record of all activities within the system, including user access, changes made, etc. Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients 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 Provide online support for your customers through live chat or help desk functionality 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 Assemble applications and processes by dragging over and arranging pre-built components Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Use AI to generate content in the form of text, images, videos, etc. 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 Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Ability to chat online in real time Access software remotely via mobile devices Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Arrange tasks based on the level of priority or urgency 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 Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Planning, coordinating, and executing the deployment of software or system changes into a live or production environment 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 Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more 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 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/)[ Slack](https://www.capterra.com/p/135003/Slack/)[ Trello](https://www.capterra.com/p/211559/Trello/)[ Dropbox](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/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/) 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 Counts reflect reviews available in this feed. 5(22) 4(7) 3(1) 2(0) 1(0) Mentioned topic Recent reviews first, then most helpful Keith B. Global Application Support Manager Used the software for: 3-5 years ### "Excellent Application from a Great Vendor" 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 10, 2020 I have been very happy with the selection of Hornbill, both from a product and a company perspective. The product is developed at a healthy pace with new features implemented regularly. The product has been easy to use and configure. Pros I liked how intuitive the product is to use. There is no steep learning curve allowing you to get off the ground quickly with a very sophisticated implementation. Key for me is the ability to configure everything myself and be completely self-sufficient while knowing that help is close at hand whether through the excellent user forum or via the customer success team. The pace of development is good and I really appreciate the ability to give input to feature requests via the user forum. Cons Dynamic reporting capabilities - While there are several layers of reporting within Hornbill including several types of dashboarding, list reports, measures etc I would still like to see this area of the tool improved upon. The My Dashboards functionality is excellent for day to day individual reporting but I felt it necessary to use Power BI when I wanted to really dig deep with the flexibility to dynamically pivot based on any criteria I defined. 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. FR Frank R. Service Transformation Manager Used the software for: 1-3 years ### "Hornbill Service Manager" 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 22, 2020 Hornbill has broadened our horizons of the possibilities. This is particularly the case with automation of processes eg starters/movers/leavers, Sev1's, MI's and other business area processes There are other paid-for and free modules which enable further integration such as Document Manager, Asset Management, Supplier Manager, Project Manager etc. Pros Easy to use and configure. Workflow interface is extremely good. There feels to be a real energy with Hornbill to develop and move the product forwards. They are building ITOM (IT Operations Management) for further automation within customer's infrastructure (on-prem) as well as Cloud. The Customers' Forum is very active and responses from Hornbill are generally quick and very knowledgeable. Cons A number of updates are currently causing issues the next day. Hopefully that will improve soon. Trying to get enhancements accepted can be tricky but to be fair that is the same with any provider - generally we have found it easier to have our voice heard than with the very large providers. Reporting can take a while to sort but in a complex system that is not unusual - you don't need coding skills but knowledge of SQL expressions/structure is useful. Migration from Zendesk for all our historic tickets was very painful - we had over 100,000 and this has taken months to complete. 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. RE Reviewer IT Service Analyst Used the software for: 3-5 years ### "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 5, 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 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. Lyonel R. Support Team Leader Used the software for: 3-5 years ### "Hornbill - A modern platform for a modern industry" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 July 22, 2020 In the space of 5 years, we changed ITSM solution twice... Both implementations took a long time (at least 6 months) and was never a success among IT support staff, let alone customers: "too many emails, don't know who we are talking too, taking too long, no visibility of progress". Our backlog was out of hand and we were firefighting 95% of the time. After our go-live with Hornbill, IT Staff was immediately a lot more efficient in managing tickets. Backlog and lead-times reduced by 35% in the first year! Staff was happy with the business processes, the clarity of the interface, the interaction with the customers directly via the portal, etc. Within 6 months we stopped firefighting. We were back in control. We could finally focus on solving key issues and spending more time helping customers. Hornbill is a fabulous ITSM tool, but it is also a platform that has so much more to offer. Excellent value for money. Pros The modern interface makes it extremely intuitive and easy for staff of all ages and experiences to get familiar with the tool. Creating business processes is extremely easy thanks to a great and powerful WYSIWYG engine. The decoupling of business processes and information gathering (aka Progressive Capture) was key for a swift implementation and great customer adoption. The H.U.D on tickets was also extremely useful to all users. The self-service portal where customers can log their own tickets, search for information or keep track of the progress made on their tickets was a massive step forward for us, and critical to the adoption and success of Hornbill's implementation. Building dynamic dashboards to display KPIs, trends or messages across big screens was easy to setup and incredibly useful for communication within the company and stakeholders. Finally, Hornbill has a great community where you can find help and knownledge. Hornbill staff is also very knowledgeable and accessible. They listen to their customers and keep improving the platform providing fixes and new features on a very regular basis. Cons Simple reporting is available out of the box and is working great. But most organisations require more than simple charts or tables of data. The advanced analytics side of things exists (at small extra cost) but could be lacking for organisations particularly data driven. The support staff at Hornbill are excellent! Free support is available via their community forums (a great community I must add). For more direct support, you will need to pay a premium at a reasonable extra cost. 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. RE Reviewer Information Systems Director Used the software for: 1-3 years ### "Review of Hornbill Service Manager and Project Manager" 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 10, 2020 Overall I was very impressed with my experience with Hornbill. The on-boarding was well structured and product specialists extremely knowledgeable and supportive during the whole process. For anyone well versed in ITSM tools, the product is very intuitive and easy to learn. I was developing complex business processes with little to no support within a month or two or immersing myself in the product. Although we only use the community / forum support model rather than dedicated tech support, the product specialists and develops are active daily in the forums and respond quickly to queries. The platform has been rock solid and only impacted briefly (a few minutes) in the last year we have been using the product. Software updates have been frequent, well documented Pros The clean user interface, structured business process and progressive capture engine. The general ease of use, ease of deployment and low time investment to learn the product. The support from product specialists and developers is excellent even on the community / forum supported model. The openness to feature requests and evolution of the product are excellent, even in the short 12-13 months we've been using the product. Cons I think Project Manager has some room for improvement. It works well for smaller fenced projects but when you start adding larger more complex projects there are some limitations, particularly the way projects tasks and milestones are linked. Not many of my projects flow smoothly from milestone A to milestone B so I have to get more creative (e.g define multiple smaller projects and use the programme functionality). I have confidence that the team will evolve the product in coming months however. The Hornbill reporting engine is limited and without the advanced analytics the dashboards are also limited. Whilst Power BI integration supported there doesn't seem to be support for shared data gateways at this time (only personal data gateways). With a lot of companies adopting Microsoft Teams for collaboration I can see the Hornbill Collaboration engine falling by the wayside, and whilst it underpins the rest of the Hornbill experience. Within a small team who cover support, design and implementation and projects across all team members, I find I spent 90% of my time in Service Manager itself. It would be useful to display things like tasks (currently in the Collaboration component) moved into the Service Manager component (or at least have the option to). 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. RE Reviewer Applications Support Analyst II Used the software for: 3-5 years ### "Amazing ITSM for multiple industry usage!" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 10, 2020 One of our major accomplishments is getting all administrative teams on the platform. This has provided insight to workloads and request volume to our leadership team which has supported us to hire more administrative positions. Previously, using only outlook, this volume was hard to capture. We've also succeeded in making our disorganized org chart visible to leadership, showing how more structure is needed with our Operations team. The piece we've been most happy with is the support. On the forums, with \[SENSITIVE CONTENT HIDDEN\] at Hornbill, with the support from Bittercreek, and even from \[SENSITIVE CONTENT HIDDEN\] himself. This has, by far, set Hornbill above any other vendor (ITSM or not) that we've ever worked with. Pros The product is easily configurable and supports our many departments including IT, HR, Finance, Payroll, Risk Management, Compliance, BI, Clinical Operations and many more. It offers an ideal "one stop shop" for our employees. As our practice has grown by over 18% per year our staff have relied on reviewing our org chart to navigate for support with the different administrative teams. With Hornbill they now have ONE location to request any support needed! Cons The only major barrier is the timezone difference. We've seen multiple issues between PST and GMT time. Luckily the developers are responsive and work very hard to correct this. Though, the issues seem to be complex and take more time to resolve than most other bugs or issues we've come across. 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. RE Reviewer Systems Engineering Supervisor Used the software for: 3-5 years ### "Implementing Hornbill" 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 15, 2020 The product was initially rolled out to just IT, but we've expanded it to all of our administrative and support departments since then. Whenever we ran into a question or issue, our local support team would help us through it and if they needed help, they would bring in others. I don't know of anyone, in the 25+ years I've been in IT, that has found a piece of software that will everything they want. But until Hornbill, I've also never found a company that will actually be a "Partner" and work with you to either find the solution or work around. It has also been rare for me to see a software company listen to our suggestions, put them in their development queue and then implement those in future releases. They have truly been a Partner for us! Pros The intuitive GUI and the speed of which it was implemented. Cons Unable to change the ticket type one it has been created. 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. AS A S. Enterprise System Manager Used the software for: 1-3 years ### "Hornbill - great product and support" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 3, 2020 We had to integrate the Service Desks for 3 Hospitals into one using aggressive timescales with limited resources. The support received throughout has been outstanding, and any issues identified are normally addressed in a very timely manner. The support via the Forums and the experience of the Hornbill Family is brilliant. Pros One of the best features within Hornbill is the drag and drop approach to building your business workflows. Everyone is familiar with Visio and a workflow, so having this approach integrated into the design of your workflows is easy to use. Cons Getting to grips with integrating with the different plugins and learning of any limitations is a challenge. Also the number of roles to assign to a User can be overwhelming at times - would love to see a Role Template builder of some sort to make this process more user friendly. 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. BH Brett H. Senior Support Engineer Used the software for: 1-3 years ### "Hornbill? Try Hornbrill!" 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 July 6, 2020 The experience has been great. My service has really taken to it, and we have seen a big improvement in the way our service desk is used. It has saved us time and enabled us to identify trends and problems with our processes. Pros The user interface is modern and intuitive. The level of customization is fantastic, I really feel like they could accommodate everything I wanted. The onboarding process was extremely easy and I have had a level of proactive customer support during the process that I have not seen in any other supplier of software. Cons The project management module has some cool features but it feels very young in its lifecycle, compared to other project management software. I think it needs a lot of work to make it easy to use practically. 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. LM Lauren M. Performance and Support Assistant Used the software for: 3-5 years ### "Easily built, easily used" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 July 27, 2020 Very positive, a helpful company who actively listen to their customers in relation to build improvements and new features. An easy to use system which feels intuitive and can be used in a myriad of ways. Pros I like that we can build, edit, and move the system ourselves without having to rely on a company/IT team to do any necessary changes for us. I like the system can grow with us, and we can continue to add services and categories as necessary. Cons I dislike the report, widgets, and dashboard functionality immensely. I find it very clunky and cumbersome to pull meaningful graphics out of the system due to not being confident or comfortable with the coding requirements to link tables and such. 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. [View all Reviews](https://www.capterra.com/p/143649/Hornbill/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.