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Feature Friday

Hornbill Live Chat

Hornbill's Live Chat provides a great way for customers and end users to get in touch with the Service Desk.  From the Service Portal a customer can initiate a chat session with an agent.  In response, the agent can chat, send videos, transfer files...


Email Routing Rule Templates

Routing Rule Templates allow you to define default settings for requests that are automatically raised from an incoming email using our Routing Rule feature. Options such as the service, priority, and the team to assign it to can bet set. Multiple...


Controlling Request Assignments

This new feature allows you to control who is available for request assignment.  There may be cases where a manager or other user would like to be part of a team but they would like to make sure that no requests are assigned directly to them. With a...


Using Task Checklists in a BPM Workflow

Using Checklists within a task is a great way to manage key aspects of a task that need to be completed.   These checklists can be created on any task that has been manually created or they can be added to a task that forms part of a Business...


Service Manager Integration with a Workspace

One of the great things about having apps that can be installed on a collaboration platform is the ease of integration between the different features.   Service Manager offers easy to configure integration that allows for automated updates from a...


Portal Access to Organization's Requests

When supporting external organizations there is often a primary contact or manager that requires access to not just their own requests, but all the requests that have been raised by the different contacts within their organization. From within...


Email Routing

Hornbill's Email Routing allows you to create rules to automatically process incoming emails.  The processing of an email may be as simple as directing it to a particular folder within a Shared Mailbox or using an operation to automatically raise a...


Copying Process Workflow

To help create and manage your process workflows, Hornbill provides options for copying and reusing your workflow configurations between your different processes. This includes cloning existing workflows, the copying of nodes within a workflow, and...


Customer Feedback on Incidents and Requests

In Service Manager, we have provided some new additions to our Customer Feedback feature. On closure of a request a customer can now be presented with a star rating and configurable questions to gather information on how well you are performing as a...


Assigning Requests to Available Users

When assigning either or new request or re-allocating an existing request, knowing who is currently available can help make those decisions on who is best placed for the request to be assigned to. When raising a request, Hornbill can show who is...