Atera vs Hornbill Systems Supportworks comparison

Atera and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Atera is ranked #13 with an average rating of 9.0, while Hornbill Systems is ranked #36. Atera holds a 2.3% mindshare in ISM, compared to Hornbill Systems’s 0.5% mindshare. Additionally, 93% of Atera users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

Atera

Read 15 Atera reviews

1,026 Views
673 Comparison Views

93% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

136 Views
98 Comparison Views

50% willing to recommend

Atera

Hornbill Systems Supportworks

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Hornbill Systems Supportworks and Atera are IT service management software products. Atera is seen as superior due to its advanced features and better pricing, making it attractive to those in need of a feature-rich solution.

Features: Hornbill Systems Supportworks offers customizable workflows, process automation, and robust integration with IT service frameworks. Atera provides remote monitoring, management, and automation, suitable for comprehensive IT needs. Atera's extensive feature set is more appealing for users seeking an all-in-one platform.

Ease of Deployment and Customer Service: Hornbill Systems Supportworks is known for easy deployment and exceptional support. Atera provides straightforward deployment with a focus on customer service, ensuring timely support and onboarding. Hornbill's support infrastructure provides slightly superior customer service.

Pricing and ROI: Hornbill Systems Supportworks requires a larger initial investment but offers significant ROI through automation. Atera's subscription model has a lower initial cost and provides strong ROI with its broad feature set, making it attractive to budget-conscious users.

To learn more, read our detailed Atera vs. Hornbill Systems Supportworks Report (Updated: April 2025).

Buyer's Guide

Atera vs. Hornbill Systems Supportworks

April 2025

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Helped 850,236 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Atera

Ranking in IT Service Management (ITSM)

13th

Average Rating

9.2

Reviews Sentiment

8.1

Number of Reviews

Ranking in other categories

Remote Monitoring and Management (RMM) (4th), Patch Management (10th)

Hornbill Systems Supportworks

Ranking in IT Service Management (ITSM)

36th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (31st)

Mindshare comparison

As of May 2025, in the IT Service Management (ITSM) category, the mindshare of Atera is 2.3%, down from 2.8% compared to the previous year. The mindshare of Hornbill Systems Supportworks is 0.5%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

James Clowes

IT Manager at Dynamic Bradview Roofing

Having fewer hardware replacements saves us in annual costs

There is a new version of the interface coming out. I have been asking for a new version for a while. While the interface is nice, I guess the developer thinks one way and the user thinks another. So, I think the interface is getting a big overhaul. This is what they have mentioned in their webinars and stuff. It is in beta, but I'm not on the beta program, so I haven't seen it. I can't really complain about the old interface, but now that I have heard there is a new one coming, all I want is the new one. The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client. Reports are fine for internal use, where they never leave your company. However, if I was an MSP, I would probably want a little bit more information or the ability to customize some of it without having to edit PDFs.

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it_user1262703

Service Desk Team Leader at a healthcare company with 5,001-10,000 employees

Excels in call logging and call flows but is limited in terms of scalability

I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"There are a lot fewer hardware replacements. Once people migrated from old style hard disks over to SSDs, you have things like hard disks filling up faster. So, I run a script to clear out all the waste, e.g., all the temporary files and downloads. A lot of our business runs through a custom web application that we built. This involves people downloading a lot of PDFs and Excel files, and not just having them sitting in folders. With Atera, I can just go through and clean the temporary files out."

"Atera has helped me to provide more accurate solutions based on a given problem. For example, we base our solutions on event scenarios, like the alerts. We identify that there's a series of problems occurring in a particular area from the information provided by the alerts."

"It's very easy to use, not just for me, but even for people who have claimed, "I'm not very good at IT." Once you have it installed and you have it set up, it pretty much works by itself. It really helps you do what you need to do. It's easy to use for a beginner, compared to some of the other larger RMMs that are a little bit more complicated."

"The most valuable features of this solution are automatic batch matching and unattended support access."

"Pricing is definitely my favorite part of it. It is also extremely easy to use."

"I would say it's the number one tool for all ITMS."

"I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."

"Atera's Remote Access feature has been invaluable for our monitoring needs. It allows us to use FlashOps in Azure to control equipment remotely and supervise real-time details like server and computer statuses for our clients. This access is crucial as it enables us to handle network issues and manage server administration efficiently. Regarding automation, Atera's tools have significantly boosted our service efficiency. They streamline tasks like installing tools and provide quick insights into critical issues with our servers. This saves us time and enhances our ability to deliver valuable services, especially for large-scale projects requiring precise and swift actions."

More Atera 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."

Cons

"The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them."

"There is definitely room for improvement with its automation capabilities."

"The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client."

"They are working on an update, and I would like to see more stuff outside of just computers and servers. Increasingly, we need to be able to monitor and manage network devices. Atera is improving on that already, which is one place that it is currently lacking."

"The solution is scalable. However, in the past, we did have some issues."

"There should be enhancements in network monitoring capabilities beyond just physical devices like computers and servers. It would be beneficial to include better tools for monitoring networking infrastructure such as routers. Additionally, while Atera excels in ticket management, I believe there's room for improvement in user authentication and security features, especially when accessing and managing remote equipment. These updates would contribute to a more robust and secure user experience overall. Atera should include a monitoring tool integrated with Azure or similar cloud platforms. It would be beneficial to have capabilities for monitoring network growth and automatically generating statistics based on system stability and performance metrics. This feature would help us better manage and optimize our equipment and network resources, especially for strategic customer planning and resource allocation."

"I would like to see more mobile device management. iPad is a big one. I know they've been working on some of that. For me, it would be amazing if I could do tablet devices and even expand it to POS systems or the like. I know that a lot goes into that but I've seen it is an area they're looking at."

"Atera could be improved by adding more granular control over technician roles. We need more specific controls on what technicians can access, like limiting their ability to view certain sections or access devices and share files. This feature request has already been made. The IP asset management capabilities need improvement to better manage assets beyond just devices."

More Atera 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."

Pricing and Cost Advice

"We pay per user. I am the only user. It is $150 per user. If I need to add one, it is not as costly as expanding with other providers."

"With Atera, the more you add, the cheaper the cost of the additional endpoints will be."

"As an internal IT, it's gold right there. It is money in the bank."

"Pricing is my favorite part of it. It was per user, not per client."

"The value of the product is perfect, neither cheap nor expensive. I think it is the right rate. It would be awesome if it continued to be the same price because it is a great solution that I like. I like it because I'm not paying per device. I have some customers on monthly contracts and some of them are on break'n fix. If I have a client who is on break'n fix, and they need to pay per agent, then I am losing money. If they were ever to change structures, going to pay-per-device model, then I would need to think about changing to something else."

"Atera's pricing stays fixed and predictable, enabling us to add more customers and unlimited monitored devices. We still have a number of clients who fit a break/fix IT model. This is something where clients are complaining more about having to pay extra month-by-month for technology services. With Atera's model, we don't have to be going out and asking for more from clients each month. Right now, with where we are at in terms of scale, this is very important to us."

"Atera happened to have the best pricing model."

"The solution cost approximately $200 Canadian per month."

More Atera 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."

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Comms Service Provider

Retailer

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for Atera?

Pricing is low. It costs around 149 bucks per month.

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What needs improvement with Atera?

It should improve its processes.

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What is your primary use case for Atera?

Atera is integral to our daily operations. We use it for RMM, PSA, our ticket system, and contact with people. We also integrate it with different products.

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Comparisons

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Freshservice vs Atera

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Compared 100% of the time

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Product Reports

Buyer's Guide

Atera

May 2025

Download Atera product report

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download Hornbill Systems Supportworks product report

Also Known As

No data available

Supportworks

Overview

Atera offers a comprehensive solution for MSPs and IT Professionals. The platform provides in one integrated solution: full remote monitoring and management (RMM), PSA, remote access, patch management, billing, reports, and so much more! Atera’s disruptive pricing model also helps managed IT service providers scale their business while providing continued best-in-class service. All plans include unlimited devices, meaning you only pay per technician.Everything you need, in one easy-to-use platform

Thousands of paying users in over 75 countries
Free 30-day trial, no credit card or commitment required
No hidden fees or restrictions, all plans include unlimited devices
Seamless integration with your favorite IT tools including: Splashtop, AnyDesk, TeamViewer, and ScreenConnect

What can Atera do for you?

Improve Efficiency. Atera delivers customers the tool suite for IT management. Everything you need in an all-in-one, easy-to-use platform.
Automation. Set alerts and proactively prevent issues for your clients. Minimize time spent on manual tasks and spend more time on what matters most, serving your customers.
Disruptive Pricing, Unlimited Devices. Per technician-based pricing with unlimited servers and workstations means you can cover it all, at one fixed price.

Atera

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.

Hornbill Systems

Sample Customers

MSPs, IT consultants, and IT departments worldwide trust and use Atera.

Aylesbury Vale District Council

Buyer's Guide

Atera vs. Hornbill Systems Supportworks

April 2025

Free Report: Atera vs. Hornbill Systems Supportworks

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