--- description: Tudo sobre Hornbill: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários. Saiba mais! image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Hornbill - Preço, avaliações e classificação - Capterra Brasil 2026 --- Breadcrumb: [Home](/) > [Programas de Serviço de TI](/directory/30672/it-service/software) > [Hornbill](/software/143649/hornbill) # Hornbill Canonical: https://www.capterra.com.br/software/143649/hornbill Página: 1 / 2\ Próximo: [Próxima página](https://www.capterra.com.br/software/143649/hornbill?page=2) > Melhore a vida no trabalho. Esta é uma maneira rápida e fácil de automatizar, integrar e otimizar seus fluxos de trabalho de ITSM sem a necessidade de gurus técnicos. > > Conclusão: 30 usuários atribuíram a nota **4.7/5**. Melhor classificado para **Probabilidade de recomendação**. ----- ## Resumo ### Quem usa o Hornbill? Organizações que desejam abandonar as ferramentas restritivas de ITSM de 1.ª geração. Colaboração, automação de fluxo de trabalho, gestão de serviços empresariais, todos com acesso fácil por meio da plataforma Hornbill. ## Estatísticas e notas | Métrica | Classificação | Detalhes | | **Geral** | **4.7/5** | 30 Avaliações | | Praticidade | 4.6/5 | Com base em avaliações gerais | | Suporte ao cliente | 4.7/5 | Com base em avaliações gerais | | Relação qualidade/preço | 4.4/5 | Com base em avaliações gerais | | Recursos | 4.2/5 | Com base em avaliações gerais | | Porcentagem de recomendação | 90% | (9/10 Probabilidade de recomendação) | ## Sobre o fornecedor - **Empresa**: Hornbill - **Localização**: Ruislip, Reino Unido - **Fundada**: 1995 ## Contexto comercial - **Modelo de preços**: (Teste grátis) - **Público-alvo**: 2–10, 11–50, 51–200, 201–500, 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Implantação e plataformas**: Nuvem, SaaS, baseado na web, Android (celular), iPhone (celular), iPad (tablet) - **Idiomas**: alemão, espanhol, francês, holandês, inglês, italiano - **Países disponíveis**: Alemanha, Canadá, Estados Unidos, França, Guernsey, Ilha de Man, Irlanda, Jersey, Reino Unido ## Recursos - Alertas/notificações - Alerts/Escalation - Catálogo de serviço - Comunicação multicanal - Configuration Management Database (CMDB) - Gerenciamento de configuração - Gerenciamento de tickets de suporte - Gestão de ativos de TI - Gestão de contratos e licenças - Gestão de estoques - Gestão de incidentes - Gestão de lançamento - Gestão de mudanças - Gestão de problemas - Gestão de tarefas - Gestão de tíquetes - Gestão do SLA (acordo do nível de serviço) - Gestão do conhecimento - Gestão do fluxo de trabalho - Painel de atividades - Portal de autoatendimento - Questionários e feedback - Rastreamento de recursos - Relatórios e estatística - Third-Party Integrations ## Integrações (48 no total) - Aha\! - BambooHR - Basecamp - BeyondTrust Remote Support - Box - Buffer - Cloudflare - Docusign - Dropbox Business - Dynatrace - FreshBooks - Freshdesk - Freshservice - GitHub - Google Docs ... e mais 33 integrações ## Opções de suporte - Email/Help Desk - FAQs/Fórum - Base de conhecimento - Suporte por telefone - Assistência 24/7 - Bate-papo ## Category - [Programas de Serviço de TI](https://www.capterra.com.br/directory/30672/it-service/software) ## Categorias relacionadas - [Programas de Serviço de TI](https://www.capterra.com.br/directory/30672/it-service/software) - [Software ITSM](https://www.capterra.com.br/directory/30676/itsm/software) - [Sistemas de Service Desk](https://www.capterra.com.br/directory/31027/service-desk/software) ## Alternativas 1. [Zendesk Suite](https://www.capterra.com.br/software/164283/zendesk) — 4.4/5 (4076 reviews) 2. [JIRA Service Management](https://www.capterra.com.br/software/138769/jira-service-management) — 4.5/5 (764 reviews) 3. [Desk Manager](https://www.capterra.com.br/software/173025/help-desk-software) — 4.8/5 (106 reviews) 4. [Milvus](https://www.capterra.com.br/software/202528/milvus) — 4.8/5 (298 reviews) 5. [Freshservice](https://www.capterra.com.br/software/132997/freshservice) — 4.5/5 (689 reviews) ## Avaliações ### "Excellent Application from a Great Vendor" — 5.0/5 > **Keith** | *9 de julho de 2020* | Aparelhos médicos | Taxa de recomendação: 10.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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. > > 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. ----- ### "Hornbill Service Manager" — 5.0/5 > **Frank** | *21 de julho de 2020* | Serviços financeiros | Taxa de recomendação: 10.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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. > > 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. ----- ### "Easy to customise to your requirement" — 3.0/5 > **Joyce** | *4 de agosto de 2020* | Construção | Taxa de recomendação: 9.0/10 > > **Vantagens**: 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). > > **Desvantagens**: Limitation in some features. Not be able to correct a wrong BPM once the ticket is resolved. Not being able to localise changes > > Good overall experience in designing the back end, and implementing most of our ITIL Process within IT department and the business as a whole. ----- ### "Hornbill - A modern platform for a modern industry" — 5.0/5 > **Lyonel** | *13 de julho de 2020* | Engenharia mecânica ou industrial | Taxa de recomendação: 10.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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. > > 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. ----- ### "Review of Hornbill Service Manager and Project Manager" — 5.0/5 > **Will** | *9 de julho de 2020* | Hotelaria | Taxa de recomendação: 10.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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). > > 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 ----- Página: 1 / 2\ Próximo: [Próxima página](https://www.capterra.com.br/software/143649/hornbill?page=2) ## Links - [Ver em Capterra](https://www.capterra.com.br/software/143649/hornbill) ## Esta página está disponível nos seguintes idiomas | Localidade | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Dados estruturados