Freshdesk vs Hornbill Systems Supportworks comparison

Why PeerSpot?

Freshworks and Hornbill Systems are both solutions in the Help Desk Software category. Freshworks is ranked #4 with an average rating of 8.1, while Hornbill Systems is ranked #34. Additionally, 93% of Freshworks 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 Dec 1, 2024

Freshdesk and Hornbill Systems Supportworks are competing customer support solutions. While Freshdesk is cost-effective with high-quality support, Hornbill Systems Supportworks stands out for its robust features.

Features: Freshdesk offers customizable ticketing, collaboration tools, and efficient automation. It is known for ease of use and scalability, appealing to businesses seeking straightforward solutions. Hornbill Systems Supportworks provides comprehensive IT service management capabilities, an advanced workflow engine, and extensive integration options, suited for organizations needing depth and complexity.

Ease of Deployment and Customer Service: Freshdesk is cloud-based with quick setup, paired with responsive customer service. Hornbill Systems Supportworks offers cloud and on-premise options, though more complex to implement, with thorough customer service requiring more effort.

Pricing and ROI: Freshdesk is valued for low setup costs and high ROI, making it economical. Hornbill Systems Supportworks has higher initial costs, but its extensive features can lead to a strong ROI for organizations utilizing its full range.

To learn more, read our detailed Freshdesk vs. Hornbill Systems Supportworks Report (Updated: September 2026).

Buyer's Guide

Freshdesk vs. Hornbill Systems Supportworks

September 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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Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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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

"Automation Anywhere is fully configurable."

"It helps in improving employee productivity, morale, and retention, as automation removes the tedious parts of work and frees up often stretched-thin employees for more meaningful and creative work."

"Excel automation is one of the best features in Automation Anywhere. If we have to work with multiple excel sheets with lots of rows and columns, it gets really difficult to keep track of this is done manually. But Automation Anywhere makes it really simple and error-free."

"The best part about A2019 is its ease of use. You don't need to be a coding champ or an expert to use and implement A2019 in automating tasks. It's very easy to learn, tweak, and implement in your day-to-day tasks, especially features like capture/record is completely marvelous."

"Learning Automation Anywhere prepares our students for a better future because the future belongs to RPA Automation."

"Now, we can have the bot check all of them."

"Notifications and triggers are especially good."

"The most valuable feature is the user-friendly interface."

More Automation Anywhere pros

"While using Freshdesk for their ticket management solution for reaching out to the end users, we are transferring a large part of that to the central team which is operating through ServiceNow, so everything which is flowing there ultimately flows into ServiceNow to give a 360-degree view of how well the support is running."

"Our customer service is built around it, and has been for years."

"I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization."

"Getting Freshdesk was like a breath of fresh air because it was simple to use and required zero or negligible training effort on the part of my team."

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

"Freshdesk offers way more flexibility, the people there are really dedicated and human, they want you to be happy with the product, and it is much more affordable than Zendesk."

"I used Freshdesk for communication with the clients, such as real-time chats."

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

More Freshdesk pros

"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."

"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."

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

Cons

"Better support for Excel is needed because there are a lot of limitations and we are having issues with it."

"My experience has been that if the person who codes the bot is not very well-trained, then they might create unstable bots."

"If you want to use Chrome then there are three or four additional steps that need to be completed."

"Many of our clients would want to see scalability in pricing, and while I could say cheaper, that's part of it."

"These guys need to build a good team."

"It would be great if there will be a built-in machine learning model available in the AA, so the developer can directly map it with their task and train the model accordingly."

"It would be great if they provide installation documents that are easier to understand, place more focus on capturing the fields, and most importantly, concentrate more on the OCR capability."

"The vendor should increase the training and other engagements with users before they acquire the platform, as this will simplify its usage further and ensure that there no hindrances in using the platform."

More Automation Anywhere cons

"I would like to see a little bit more color in the solution."

"As of now, Freshdesk has no inventory assignment."

"The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward."

"Localization needs to be implemented. No option for other languages at this point in the knowledge bases."

"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."

"There are issues with technical incidences, such as not being able to receive messages from certain email addresses."

More Freshdesk cons

"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 and Cost Advice

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."

"Automation Anywhere's price is considerably better than UiPath's."

"The licensing fees are approximately $10,000 USD for between five and ten users."

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

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."

More Automation Anywhere pricing and cost advice

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"It is costly."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"The pricing is pretty manageable and acceptable."

More Freshdesk 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

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Construction Company

11%

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	6
Large Enterprise	13

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...

See all answers

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 needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

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What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...

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What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...

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Comparisons

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Compared 10% of the time

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Compared 6% of the time

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Compared 6% of the time

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Compared 4% of the time

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Compared 3% of the time

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Compared 17% of the time

JIRA Service Management vs Hornbill Systems Supportworks

Compared 15% of the time

Zendesk vs Hornbill Systems Supportworks

Compared 5% of the time

BMC Helix ITSM vs Hornbill Systems Supportworks

Compared 5% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

October 2026

Download Freshdesk product report

Buyer's Guide

IT Service Management (ITSM)

September 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

Freshworks

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

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

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

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Aylesbury Vale District Council

Buyer's Guide

Freshdesk vs. Hornbill Systems Supportworks

September 2026

Free Report: Freshdesk vs. Hornbill Systems Supportworks

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