Hornbill Systems Supportworks and Freshservice are IT service management tools competing with differing business needs. Freshservice seems to have the upper hand with its comprehensive features, although Hornbill offers competitive pricing and support.
Features: Hornbill Systems Supportworks emphasizes robust ticket management, customized workflow automation, and flexible deployment options. Freshservice provides advanced IT asset management, integration capabilities, and a wide range of service management tools for business needs.
Ease of Deployment and Customer Service: Freshservice is a cloud-based solution that facilitates quick deployment and scalability with accessible and resourceful customer service. Hornbill Systems Supportworks provides flexible deployment options, including on-premise hosting, suitable for businesses with specific security or compliance needs, although it may require more time and technical expertise.
Pricing and ROI: Hornbill Systems Supportworks offers a cost-effective pricing structure appealing to cost-conscious businesses, providing good ROI over time. Freshservice, seen as a higher-cost solution, justifies its price with extensive features leading to significant efficiency gains and long-term value.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.6% |
| Hornbill Systems Supportworks | 0.6% |
| Other | 94.8% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
