Hornbill chatbot for IT Helpdesk

A basic FAQ bot explains how Hornbill's request catalog works. Workativ's Hornbill chatbot triggers the actual Hornbill business process, creates the request record, and can resolve the underlying issue directly, allowing the process to complete without manual steps.

Employees describe their issue in Slack. The chatbot classifies the request, creates or updates the corresponding Hornbill request, and posts status updates back into the same Slack thread as it progresses through the business process.

As a native Microsoft Teams app, employees can log requests, check request status, or approve workflow steps, while Workativ keeps the underlying Hornbill record synchronized in real time.

Workativ automates request and incident logging, progresses Hornbill's low-code business processes, manages approval workflows, performs password resets, and provisions user access reducing manual effort across Hornbill workflows.

Workativ connects Hornbill with Azure AD, Okta, Microsoft 365, Slack, Microsoft Teams, and 100+ other applications, enabling ticketing, identity, and access actions within a single conversation.

With a pre-built Hornbill API integration and templates aligned to common ITSM and Enterprise Service Management (ESM) processes, most teams can deploy within 5–7 days.

Requests outside the automation scope are routed to the appropriate Hornbill team and business process stage, with the correct priority and complete conversation history attached, allowing team members to continue with full context.

Yes. Since Hornbill is commonly used for HR, Facilities, and other service desks in addition to IT, Workativ's chatbot can route non-IT requests to the appropriate Hornbill service and team through the same conversational interface.

Yes. Workativ is SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant, with role-based access control, audit logs, and MFA/SSO support that aligns with your existing Hornbill roles and team permissions.