Hornbill Blog

Hornbill Contacts

The Contacts provide a way to capture contact information for people that are external to your business. This may be used as a simple contact...

Peer-to-peer support in practice: a sample scenario

Last time I introduced our new Smart Guide, Harnessing the Power of Peer-to-Peer Support, designed to help ITSM teams achieve greater efficiencies...

Introducing our new smart guide to peer-to-peer support

I’m delighted to introduce our latest Smart Guide on Harnessing the Power of Peer-to-Peer Support, which is designed to help you deliver more...

Exporting from Service Manager

The need to export data may range from grabbing a quick list of active requests that you need for a meeting, to extracting information that needs to...

Feature Update - Collaboration Integration

Collaboration is all about sharing ideas and information. The Internet of today provides so many fabulous resources of information and Hornbill is a...

Notifications

Keeping up to date with everything going on around you is an important part of Hornbill. Hornbill Notifications make sure that you are made aware of...

Feature Update - Service Manager Boards

This video takes a look at some of the updates to the Service Manager Boards. Boards can be used as an alternative to a request list or queue and...

Request List Home View

Each individual support person can define what information they would like displayed when they first view their request list in Service Manager. A...

Asset Types

An Asset Type is a configurable asset definition that allows you to select the information that you would like to store and make available to any...

Assigning Support Teams to a Service

For any service that you provide for your customers, it is important that when issues are raised or requests submitted these are assigned to the...

Evolving Your Service Desk: summing up

In this short series of blogs, I’ve been pondering issues discussed in more detail – with practical suggestions – in Evolving Your Service Desk, a...

Hornbill Shared Mailboxes

The Hornbill Shared Mailboxes offer a great way for teams of users to interact with emails that are received into a generic mailbox such as a...

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