We performed a comparison between Hornbill Systems Supportworks and Kayako based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"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."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while Kayako is ranked 44th in Help Desk Software. Hornbill Systems Supportworks is rated 7.0, while Kayako is rated 8.0. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". Hornbill Systems Supportworks is most compared with ServiceNow, whereas Kayako is most compared with .
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