Hornbill Blog

Agent deflection with AI

A virtual agent delivers a new, intuitive user experience - diverting thousands of calls and tasks away from your service desk team.

What happened at our London and Manchester user groups?

After the success of our in-person Hornbill User Group events at the end of last year, we decided to continue these events. A few weeks ago, we...

Hyperautomation in ITSM...and where AI fits in

What is hyperautomation? And what does it mean to ITSM? Hyperautomation means automation that goes above and beyond current, individual technology...

How to boost agent efficiency with AI

AI-powered agent tools are changing how a service desk agent’s day looks and feels - disrupting the agent experience by augmenting and...

Maximize Efficiency with Custom Views in Hornbill

In any organization, quick access to relevant data is key to making informed decisions and staying productive. With Hornbill's Views feature, you can...

Form Enhancements in Hornbill: Images and Variables

User experience plays a crucial role in the success of any software platform. In this blog post, we'll explore how Hornbill empowers users to elevate...

Email Routing Rule Templates in Hornbill

Customize requests effortlessly with Routing Rule Templates in Hornbill Managing incoming requests efficiently is crucial for any...

Hornbill's Email Routing Rules

Introducing HAi – Hornbill’s suite of AI-driven efficiency tools

Get practical AI tools that service desk agents can use every day - without the need for setup and training.

Service Manager Integration with a Workspace

Maximizing Collaboration: Integrating Hornbill Service Manager with Workspaces Seamless updates across platforms With the integration of...

How to automate SLA Selection

Simplify and accelerate Service Level Management with automated selection of SLAs As a Hornbill Service Manager user, you manage a portfolio of...

Searching for Requests in Service Manager

Hornbill's Service Manager offers a number of search features for locating requests held within Service Manager. These include options from...