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Hornbill Systems Supportworks Reviews

Vendor: Hornbill Systems
3.5 out of 5
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What is Hornbill Systems Supportworks?

Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.
Get the IT Service Management (ITSM) Buyer's Guide and find out what your peers are saying about Hornbill Systems Supportworks, ServiceNow, Zendesk and more!
Hornbill Systems Supportworks is the #32 ranked solution in top IT Service Management (ITSM) solutions and #33 ranked solution in top Help Desk Software. PeerSpot users give Hornbill Systems Supportworks an average rating of 7.0 out of 10. Hornbill Systems Supportworks is most commonly compared to ServiceNow: Hornbill Systems Supportworks vs ServiceNow.
Buyer's Guide
IT Service Management (ITSM)
March 2026
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Helped 884,873 peers since 2012

Hornbill Systems Supportworks mindshare

Product category:
IT Service Management (ITSM)
As of March 2026, the mindshare of Hornbill Systems Supportworks in the IT Service Management (ITSM) category stands at 1.1%, up from 0.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
Hornbill Systems Supportworks1.1%
ServiceNow15.8%
JIRA Service Management7.3%
Other75.8%
IT Service Management (ITSM)
 
 
Key learnings from peers
Last updated Mar 25, 2026

Valuable Features

  • "It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
  • "The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."

Room for Improvement

  • "Customer Service: I'd rate it as a 5/10 or 6/10."
  • "It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."

Pricing

  • "Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our IT Service Management (ITSM) Buyer's Guide for additional reliable information.

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Learn more about Hornbill Systems Supportworks

Hornbill Systems Supportworks was previously known as Supportworks.

Hornbill Systems Supportworks customers

Aylesbury Vale District Council

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Product Categories

Product Categories
IT Service Management (ITSM)
Help Desk Software

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Hornbill Systems Supportworks Reviews Summary
Author infoRatingReview Summary
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees3.0No summary available
Senior Supportworks Consultant at a construction company with 1,001-5,000 employees4.0I find this user-friendly tool to be one of the best, offering great features, automation, stability, and scalability, significantly improving IT satisfaction. However, its legacy architecture, dated portal, and declining customer service are areas for improvement.