Hornbill Systems Supportworks vs Samanage comparison

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Executive Summary

We performed a comparison between Hornbill Systems Supportworks and Samanage based on real PeerSpot user reviews.

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To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Anonymous User
Moldir Shynggys
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"The solution has a great filtering feature."

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Cons
"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."

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"The system shuts down about once a month which is frustrating."

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Pricing and Cost Advice
  • "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."
  • More Hornbill Systems Supportworks Pricing and Cost Advice →

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    Top Answer:The solution has a great filtering feature.
    Top Answer:We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours. I think they need to work on their UI… more »
    Top Answer:Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage.
    Ranking
    35th
    out of 59 in Help Desk Software
    Views
    174
    Comparisons
    135
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    26th
    out of 59 in Help Desk Software
    Views
    358
    Comparisons
    237
    Reviews
    1
    Average Words per Review
    298
    Rating
    8.0
    Comparisons
    Also Known As
    Supportworks
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    Overview
    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.
    "Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "
    Sample Customers
    Aylesbury Vale District Council
    SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
    Top Industries
    No Data Available
    VISITORS READING REVIEWS
    Construction Company16%
    Financial Services Firm11%
    Computer Software Company10%
    Government9%
    Company Size
    No Data Available
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise12%
    Large Enterprise61%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Hornbill Systems Supportworks is ranked 35th in Help Desk Software while Samanage is ranked 26th in Help Desk Software with 2 reviews. Hornbill Systems Supportworks is rated 7.0, while Samanage is rated 7.6. 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 Samanage writes "Great filtering feature and a good analytics dashboard". Hornbill Systems Supportworks is most compared with ServiceNow, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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