Documentation Library

Search for information on Hornbill Documentation.


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Have questions about this site?

What is this site?

  • This website is Hornbill's new product documentation website and is currently under development.
  • It is intended that all existing and future public-facing documentation we produce will be available to search, browse and share.
  • Hornbill's current documentation is available at Hornbill Wiki but over time this content will be migrated to this documentation site.
  • Please feel free to have a look around at any time.

Why has Hornbill created this site?

  • Hornbill's products have moved on considerably since we introduced it almost 10 years ago. At the time, the MediaWiki tool was sufficient, but we have outgrown it.
  • Our customers are more enterprise focused and more self-sufficient than ever before, so for 2023 and beyond we have established a new documentation platform and team to drive our documentation initiative forwards.
  • We are aiming to deprecate the use of Hornbill Wiki for most Hornbill related documentation.
  • We want to enable our growing partner network with product resources and information, documentation beyond our Wiki approach is required.
  • We could definitely do with some help, and may even pay for some! If you have domain knowledge and would like to help, please check out our Hornbill Docs Contributor Guide and contact the Hornbill docs team at

What will this site be good for?

  • Community contribution will be facilitated, encouraged, and most welcome.
  • High quality documentation, will be kept up to date as rapidly as our products evolve.
  • Real-time content search and discovery.
  • Articles organized into books, books into libraries, creating a more natural and logical structure to our documentation.
  • Legacy API documentation and various other documentation sources will all be consolidated into a single unified documentation system.
  • Documentation available in browser as well as printable/viewable as PDF on demand.
  • Personalized documentation experience, allowing dark/light mode, article subscriptions, social media sharing and other useful features.
  • Almost all publicly available documentation on will be open-source and available to fork on GitHub, allowing customers to derive their own custom documentation around Hornbill products should they wish to.

What is the timeline for this site?

  • We have taken the decision to publish and make available early, there is very little content at this time.
  • As and when we have completed/usable documentation, it will be published here.
  • We have a host of additional features we wish to add over time, so please watch this space.
  • We expect most of our existing documentation should be reviewed/migrated to over the coming months.
  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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Customer Manager is a business to business customer relationship management application that allows you to create, manage and maintain your vital information about your customers.


Customer Manager provides a rich feature set to compliment the basic Organizations functionality. the basic features available with or without Customer Manager installed are:

  • Archive - If an Organization is no longer needed, mark them as Archived. This will remove them from general Organization searches, but will still be accessible from the Organizations list and Archived Organizations’s option.
  • Contacts - View any existing organization’s contact’s and add new ones
  • Logo - Upload an organizations logo With Customer Manager installed the above basic organization functionality is expanded and the additional functionality is listed below in the Organizations section, and more detail is provided from the Working with Organizations link in the Related Articles section.


  • Search, sort and organize your customers.
  • Organization records in Customer Manager provide the following capabilities.
    • Activity Stream - Collaborate, Post and Comment on topics relating to the organization
    • Activities - Create and manage activities related to the organization, such as reviews
    • Members - Link internal staff to the organization and define their roles (Account Manager etc)
    • Documents - Search for an link documents held in Document Manager directly to the organization
    • Attachments - Upload and hold attachments against the organization (contracts etc)
    • Service Contracts (BETA) - Define service contracts, including supported items for the organization

My Orgnisations

View Organizations which you are a member of.

Service Contracts

View a list of all Service Contracts


Against each Organization you can record multiple contact’s and their job’s within the organization. Each contact in Customer Manager has the following capabilities

  • Activity Stream - Collaborate, post and comment on the contact record
  • Notes - Add notes, and schedule call backs
  • Activities - Manage activities related to each contact
  • Email - Send and record email communications with each contact Read more about working with Organization contacts from the Related Articles section


Service Manager

  • View all requests which have been logged against the organizations
  • Manager Portal Access, including contact’s rights to cancel requests and view requests which they have raised directly or those which have been raised by other contact’s from the the same organization on the customer portal
  • When raising requests in Service Manager and using the Organizations Details Progressive Capture form, choose which details / custom fields of the organization will be visible to the user logging a request

Document Manager

  • Search for and link documents to organizations
In This Document