Atera vs Hornbill Systems Supportworks comparison

Atera and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Atera is ranked #10 with an average rating of 9.8, while Hornbill Systems is ranked #32. Additionally, 93% of Atera users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

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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: June 2026).

Buyer's Guide

Atera vs. Hornbill Systems Supportworks

June 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Ning Chane

IT Manager at Telstra

Remote monitoring has streamlined endpoint management and consistently reduced ticket resolution time

The best features Atera offers include the per-technician pricing, which is honestly one of the biggest things. Unlimited endpoints for a flat monthly fee per tech is a model that makes sense for us, since we are not paying more every time we add a new endpoint. The AI Copilot feature has been a nice addition that helps our techs summarize tickets and suggest fixes faster, which has cut our resolution times noticeably. The AI Copilot feature has specifically helped my team because the automation handles a lot of the routine work, such as patch deployments, maintenance tasks, and monitoring alerts. Atera has positively impacted my organization by transforming how our team operates day-to-day, and the pricing model is hard to beat. The outcomes or metrics showing how Atera has made a positive impact include the 30% reduction in ticket resolution time I mentioned earlier.

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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

"I don't think one feature is more valuable than any other. In my opinion, the value is in the totality of the platform. It is easy to use for our developers with a well laid out UI and many canned tools. The Control Room is very easy to navigate and mostly intuitive to use."

"It is highly accurate and gets up and running in a very short period of time."

"We got the solution because of its ease of use with the API call, avoiding the use of developers."

"Removing manual tasks has been beneficial. It works effectively."

"With IQ Bot, we can now include cognitive automation into our process. The cognitive document processing is pretty good with IQ Bot."

"The turnaround time of building bots is quick. We are deploying around four bots per month. The turnaround time to get a design, build, and deploy is very fast. This is very good for us. It has helped us out when scaling up in a better manner."

"By combining Automation Anywhere and Appian together, we have been able to build a bot that works with Appian workflows to manage all our employees."

"We needed scalability and the ability to perform 10,000 or 1,000 or 200 tasks at any moment. No other software that we have had could provide such scalability and is built in a modular way."

More Automation Anywhere pros

"The savings have been astronomical."

"Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."

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

"I really like the Shared Script Library and automation tasks which they have implemented... because all the Atera users in the community can share their scripts and their automation tasks knowledge. The same goes for the Shared SNMP Template Library."

"Atera saves me money on a monthly basis because my cost is a fixed price per month per technician, and it doesn't matter how many computers I manage."

"It is reliable, and when it is working, it works without issues."

"All of the features of Atera are valuable because they allow the customers to achieve their goals. It is easy to use, has good collaboration, and has zero maintenance."

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

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."

"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."

"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."

Cons

"Getting buy-in was a major challenge because of the various people not aware of the technologies moving and getting buy-in from top management is a challenge."

"The product is good, no doubt about it, but we need the OCR for handwritten documents, the web-based solution, and the licensing has to be improved."

"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."

"The bot creation process is straightforward in some ways and complicated in others. You can get your initial stuff laid out really quick, but then putting in your exception handling is more time consuming."

"Automation Anywhere is headed in the right direction but they still have a good way to go."

"There is definitely some room for improvement there. It is sort of a hit and miss with their support engineers, you have some really good ones and some that aren't."

"Although Automation Anywhere is a GUI-based platform with drag-and-drop functionality, non-technical business users struggle to implement it due to the complexities of operationalizing automation within a business context."

"Triggers work in the attended mode on Automation Anywhere. I would love it if we could use triggers in the unattended mode too. This way we can use the feature more in our IT sector. E.g., when any service or folder is accessed by unauthorized person, we want to be able to get an immediate trigger, even on "out of office", this would be helpful for my organization."

More Automation Anywhere cons

"Having more freedom to perform identity access management would be great — it's one of the things that are necessary for a lot of companies they secured."

"The billing module has a standard layout which is too limited for my needs."

"It should improve its processes."

"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."

"The one thing that could do with improvement is the reporting."

"It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."

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

"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."

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."

"Customer Service: I'd rate it as a 5/10 or 6/10."

Pricing and Cost Advice

"Our annual licensing costs are about $500,000."

"It's cheapest among the competition, although bargaining is a must."

"Our annual licensing costs are around $100,000 a year."

"They have a ridiculously expensive bot licensing structure, especially for the Asian region."

"Automation Anywhere is reasonably priced because it can sustain us for a long period."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"The ROI is really good. We have saved time and money."

More Automation Anywhere pricing and cost advice

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

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

"Our company is a startup. The initial reason I looked into Atera was the fact that you pay by the technician, not per-device. That means you are able to jump right in with a service without having a large overhead."

"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."

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

"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."

"It comes with unlimited devices, so the fixed price cost is taken out of my budget. So, I'm all good."

"In terms of cost, it's not very expensive. I’d rate it around three or four out of ten, considering its value for money."

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

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

Comms Service Provider

Educational Organization

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	538

By reviewers
Company Size	Count
Small Business	14
Large Enterprise	1

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Atera?

The prices have increased over time. After expressing concerns about pricing to account managers, they offered a 30% ...

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What needs improvement with Atera?

Reporting is probably the main frustration. Some of the more advanced reports are locked behind higher pricing tiers,...

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What is your primary use case for Atera?

My main use case for Atera is remote monitoring and management across all our endpoints. We have devices spread acros...

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Atera

June 2026

Download Atera product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Hornbill Systems Supportworks product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Supportworks

Interactive Demo

Automation Anywhere

Demo not available

Atera

Demo not available

Hornbill Systems

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Atera provides advanced tools for remote monitoring, automation, and ticketing, offering an intuitive design and competitive pricing that supports managed service providers with monitoring, alerts, and system management.

Atera stands out with its automation, remote access, and smooth integration capabilities like PowerShell commands, TeamViewer, and Splashtop. Its monitoring and alert systems allow IT professionals to preemptively address issues, enhancing productivity with features such as a robust ticketing system, patch management, and scripting tools. Cross-platform compatibility and collaboration tools streamline IT operations. Despite its strengths, Atera requires enhancements in identity access management, chat features, mobile device management, third-party integrations, customizable reports, and more detailed role management for technicians. A renewed interface and improved network and cloud service monitoring are desired. Users also look for seamless management across diverse platforms, particularly under connectivity issues.

What are Atera's key features?

Automation: Streamlines processes with powerful automation capabilities.
Remote Access: Facilitates easy access to client machines for issue resolution.
Intuitive Interface: User-friendly design enhances efficiency.
Integration: Seamless TeamViewer and Splashtop integration.
Monitoring: Effective monitoring and alert systems preempt issues.
Ticketing System: Boosts productivity with efficient workflow management.
Patch Management: Ensures systems are always up-to-date.
Scripting: Powerful tools for automation and task execution.

What benefits and ROI should users consider?

Efficiency: Automation and scripting enhance task management.
Cost-effective: Combines robust features with competitive pricing.
Scalability: Cross-platform compatibility supports business growth.
Productivity: Monitoring and alerts optimize resource allocation.

Atera is widely used by managed service providers and IT support companies to enhance efficiency in industries such as manufacturing and construction. It provides remote monitoring, automation, and comprehensive IT management, ensuring seamless integration with different products and systems for broad site coverage. Businesses leverage Atera's RMM, PSA, ticketing, and IT automation features to improve operational efficiency and responsiveness.

Atera

Hornbill Systems Supportworks is a flexible IT service management tool designed to manage complex IT environments with ease.

Designed for IT service management, Hornbill Systems Supportworks facilitates efficient operation within complex environments. With customizable workflows and automation capabilities, it addresses detailed requirements for seamless process execution.

What are the standout features of Hornbill Systems Supportworks?

Customizable Workflow: Offers tailored workflows to fit precise IT management needs.
Automation Capabilities: Enhances efficiency through task automation, reducing manual intervention.
Integration Options: Supports integration with third-party applications, ensuring interoperability.
User Management: Streamlines user role assignments and access provisions.
Reporting Tools: Provides comprehensive reporting for data-driven decision-making.

What benefits can you expect when evaluating reviews of Hornbill Systems Supportworks?

Scalability: Adapts to growing business demands without performance issues.
Cost Efficiency: Lowers operational costs through automation and effective resource management.
Enhanced Productivity: Increases productivity by minimizing downtime and improving process flows.
Improved Service Delivery: Elevates the quality of IT services with enhanced management tools.
Time Savings: Reduces time spent on troubleshooting and routine tasks.

Hornbill Systems Supportworks is implemented across industries such as finance, healthcare, and education, where streamlined operations and reliable service management are critical. Its adaptability ensures it meets sector-specific compliance and operational challenges effectively.

Hornbill Systems

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

Aylesbury Vale District Council

Buyer's Guide

Atera vs. Hornbill Systems Supportworks

June 2026

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