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Hornbill Systems Supportworks vs NinjaOne comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
646
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (32nd)
NinjaOne
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
25
Ranking in other categories
Help Desk Software (8th), Network Monitoring Software (10th), Server Monitoring (2nd), IT Service Management (ITSM) (7th), Remote Access (8th), Vulnerability Management (18th), Mobile Device Management (MDM) (4th), IT Alerting and Incident Management (6th), Remote Monitoring and Management (RMM) (1st), Patch Management (3rd), MSP Backup (1st), Unified Endpoint Management (UEM) (5th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
it_user1262703 - PeerSpot reviewer
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.
Not Joseph Pearson - PeerSpot reviewer
Assistant Vice President, Tech Solutions at LPL Financials
Has simplified remote software delivery and script management but needs improved reporting flexibility and better Mac support
NinjaOne's best features include ease of use regarding enablement and deployment, a broad selection and ability of software enablement, and API deliveries. Using CrowdStrike, we are able to tie in NinjaOne's API to have these automatically deliver to endpoints upon addition of those devices to a group with that policy deployed to it. NinjaOne has positively impacted our organization by making delivery easier for our end users and improving the ability to create scripts, manage scripts, and check status of devices and their compliance. This easier delivery with NinjaOne gives us oversight on devices without having to be on the call or remoted in directly to a device.

Quotes from Members

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

Pros

"In our fund management and fund reconciliation process, we had a lot of headcount. Automation has significantly reduced our FTE count, investing that IT personnel into other work. Also, the quality of the work has slightly improved."
"It's a great product, timely support, and guidance."
"You do not need to have IT skills. I come from a finance background, so I can attest to the fact that you do not need IT skills to use Automation Anywhere to leverage it on your teams."
"Efficiency is something that has increased a lot. Productivity has increased a lot too."
"They've now included the code so we can add some additional code, and that's good."
"In some of our use cases, people were spending more than three hours per day just generating reports, and then we created an automation for this and it reduced the time to 30 minutes."
"The ability to find objects easily through the 'Capture' option saves your time most significantly."
"Automation Anywhere is stable, scalable, and easy to use."
"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."
"NinjaOne's best feature is its monitoring."
"NinjaOne saves me time and improves my troubleshooting process by providing information automatically so I don't have to search for it."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"NinjaOne is a great product. It is working and it is always developing."
"NinjaOne helped us address our user complaints regarding the system as well as providing us the ability to push software updates directly from NinjaOne to the user's device."
"The most important aspect of this tool is the security it provides our company."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"The tool's most valuable feature is third-party application updates."
 

Cons

"I feel a lack of convenience when I try to scale it."
"It can be a challenge for a developer, as it limits what they can do."
"As far as stability is concerned, there have been some challenges. Sometimes, we experience our computers freezing up for no apparent reason or the network being inaccessible."
"We have had a lot of issues using Automation Anywhere and find ourselves stuck."
"The cost of this solution can be improved."
"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."
"The automated regression testing could be better. I need to build my own testing suite, and I know other tools have built-in testing suites. That is an area that's very weak in this platform."
"If I build a bot today and don't use it, however, in several months, someone tries to use it, there's a 30-40% change the bot will fail in one or two areas."
"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."
"One challenge I face with NinjaOne is that when remoting in, sometimes the end user has a resolution with very tiny text, making it necessary to zoom in to see what the other computer is displaying."
"NinjaOne's dashboard could be easier to use."
"Improvements could be made to reduce NinjaOne's functionalities to focus more on inventory or remote help tools."
"I want NinjaOne to improve the reports."
"I would like to see more scripts for PowerShell commands."
"NinjaOne can be improved by making mobile usage on the system cheaper because it becomes an expensive commodity."
"There was a lot of delay with NinjaOne's ticketing system. For example, when a user creates a ticket and raises an issue, it would take 30 to 40 minutes to appear on the IT side. So the time delay issue is the main point."
"NinjaOne's reporting module is cumbersome."
 

Pricing and Cost Advice

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."
"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."
"There is an annual license to use the solution."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"Licensing costs range from $50,000 to $200,000."
"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"We have saved a lot of money on taxes based on the stuff that we run."
"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."
"NinjaOne's price is fine since my workplace is an educational institution, so we get the product at a really good price considering that we do not pay taxes, making the prices very fair and worth the product."
"NinjaOne is a little expensive but is still cheaper than competitors like Acronis or Veeam."
"We currently pay $1.20 per device on a monthly basis."
"It roughly costs $400 a month. It provides a good value because of the number of tools that you get in the solution. I would rate it a four out of five in terms of pricing. There are no additional costs other than the standard licensing fees."
"We got a pretty good deal. It was fairly affordable."
"I rate the solution’s pricing a five out of ten, where one is the lowest and ten is the most expensive."
"The product's pricing depends on the number of PCs or devices."
"Its pricing is great."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Comms Service Provider
9%
Computer Software Company
9%
Manufacturing Company
8%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise538
No data available
By reviewers
Company SizeCount
Small Business17
Midsize Enterprise3
Large Enterprise4
 

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...
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...
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.
Ask a question
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What is your experience regarding pricing and costs for NinjaOne?
My experience with pricing, setup cost, and licensing is that I think it is very reasonable for the product that we get.
What needs improvement with NinjaOne?
To improve NinjaOne, there should be better integration between multiple different software including Cisco and Meraki.
What is your primary use case for NinjaOne?
My main use case for NinjaOne is managing machines over multiple networks and locations. For managing machines across...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Supportworks
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Aylesbury Vale District Council
Status Pros, Mitchell and Company
Find out what your peers are saying about Hornbill Systems Supportworks vs. NinjaOne and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.