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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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Request Snippets

Snippets provide the ability to define common responses that can be included in an update, outgoing email, or as part of a resolution. The use of Snippets ensures that the same response does not need to be typed manually each time, and to ensure a consistent level of response is given by all analysts who use the snippets rather than manually entering responses each time.

  • Snippets can include text and variables
  • Snippets can be shared with other Teams and Services

Manage Snippets

From the Update, Email, or Resolution actions on a request you will be able to access Snippets. From the Snippet drop down you can select Manager to create, update, share, or delete a Snippet.

Add New

From the Manage option you can then choose Add New.

Snippet Attributes

  • Title
    This is used to define or name the Snippet and any text entered here will not be inserted, this will simply be used to describe the Snippet for you or other analysts to select.
  • Content
    This is the text which will be inserted into the body of the email, when the Snippet is chosen.
  • Available On
    Select if the snippet will be available on the Update, Email Action, Resolution Action, or all three.
  • Available For
    This will allow you to either create the Snippet for yourself, or to choose to share and make the Snippet available to analysts in other teams, or for those analysts whose team’s support specific services.
    • Myself: Choose this option to only make the Snippet Available to yourself
    • Teams: Choose one or multiple teams to make this Snippet available to
    • Services: Choose one or multiple Services to make the Snippet available to the teams which are supporting these Services. Once the Mandatory selections have been made, select Save to create and make the Snippet available.

Snippet Lists

  • All
    This list is only available to users with the Service Desk Admin role. From here all Snippets belonging to any user can be managed.
  • Shared
    This list shows all the Snippets that have been shared with you, and you are not the owner.
  • My Snippets
    This list shows all of the Snippets that you own.

Select Box Options

On each of the lists, a select box is available to select one or more Snippets to perform one of the following options.

  • Change Owner
    This option is only available if you have the Service Desk Admin role. This will allow you to change the Owner of the selected Snippets.
  • Make Me Owner
    This option is only available if you have the Service Desk Admin role. This is a quick option to set you as the owner of all the selected Snippets.
  • Delete
    This will permanently delete the Snippet.


You can edit or alter a Snippet by clicking on the Snippet’s name within the lists. This will open the Snippet Editor where you can make your changes and select Update to save your changes.

Using Request Variables

When creating Snippets it can be useful to include Variable content from the request, this could include inserting the Reference Number, Customer Name, or other variables into the Snippet to remove the need to manual add these each time you wish to send an email from the request.

Available Variables:

  • Customer First Name
  • Customer Last Name
  • Reference
  • Summary
  • Description
  • Owner Name
  • Service Name
  • Priority
  • Response Target
  • Resolve Target
  • Current Time
  • Current Date
  • Current Date / Time

Insert variables into the Content text box by selecting the appropriate variable from the drop down list at the required points in the sentences and paragraphs of the Snippet text.

Using Snippets

Once Snippets have been created and shared, they will be available to use from the Snippets button on the Email, Resolution and Update actions on a request. To insert a Snippet simply choose the snippet from the list of Snippets which are available to you. The Snippets will be available from one of three options:

  • Myself
    Snippets you have created.
  • Teams
    Any Snippets which have been shared with teams you are a member of
  • Services
    Any Snippet that has been shared and is available to the Service which the ticket is raised against.

The above options will only appear if Snippets exist and have been shared with you, or you have created Snippets yourself.

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