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Providing answers to frequently asked questions, or FAQs, is a great way to offer self-help knowledge to customers on the Hornbill Service Portal....
This week’s video introduces the new layout for the Hornbill Customer and Service Portals. Users are presented with a visual and easy to navigate...
The ability to find information is always an important aspect to any business. Where is that document? What was the reference number for that...
Sometimes there is a need to distribute information about a particular incident to either the customer or to someone else in your business that...
Email communication is a common method for keeping your customers up to date on the issues that they have reported to the service desk. To ensure...
When your organisation is spread across multiple sites it can add great value to capture where an incident has occurred. It may be that a user...
The provision of workarounds and resolution information on problem and known error records are a great way to feed potential solutions into Incident...
When fulfilling a change request, there is often a need to split the workload between multiple people or teams. On a process driven change it is...
In this video, we have a look at the latest release of Hornbill Mobile for Android. Hornbill Mobile is now available in the Play Store as a native...
Often, people working on the Service Desk find themselves looking through long lists of potentially hundreds of requests. This presents them with...
The capturing of information when raising a request on the Service Desk is an important part to helping drive the request’s life cycle through to...
For any request being managed by the Service Desk there may be the need to include files or documents to help progress that request. This may...
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