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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
660
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) (31st)
NinjaOne
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
25
Ranking in other categories
Help Desk Software (6th), Network Monitoring Software (10th), Server Monitoring (2nd), IT Service Management (ITSM) (7th), Remote Access (8th), Vulnerability Management (19th), Mobile Device Management (MDM) (4th), IT Alerting and Incident Management (8th), Remote Monitoring and Management (RMM) (1st), Patch Management (3rd), MSP Backup (1st), Unified Endpoint Management (UEM) (5th), Autonomous Endpoint Management (1st)
 

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

"From a technical perspective, developers can easily create bots and get things done with this tool."
"The cloud implementation is easy, you do not have to install anything, and when we use it in the Automation Anywhere Cloud, it becomes even easier."
"The best feature is the Capture action. If we want to capture the whole process, we can do it in a single shot."
"We were able to replace a lot of the manual and data entry workload that our accounts payable clerks were doing, and the work that was done before by this original group can now be done by four people."
"Even a non-IT or business user can just look at the bot language and understand what the bot is doing, and that's the easy part."
"The code automation platform is the most valuable feature."
"From a developer perspective, the user interface is user-friendly and easy to use."
"The UI is very user-friendly, even for someone who doesn't have much coding knowledge."
"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 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."
"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 relevant feature is the monitoring, which provides built-in tools for sending commands."
"NinjaOne's best feature is its monitoring."
"The most important aspect of this tool is the security it provides our company."
"NinjaOne has positively impacted my organization by providing an easier way to deploy machines, manage them, troubleshoot, and assist people."
"If you are new to the MSP space and need an easy-to-set-up that can grow with your business and licensing, NinjaOne is an excellent option."
 

Cons

"Automation tools have a lot of dependency on the environment, particularly on machines. Reducing this dependency could increase success."
"I would like a couple more features where I can talk and the line comes up automatically."
"Having fewer connection instances would make it more secure, more simple to troubleshoot, and possibly more flexible with the type of applications in use."
"I would wish for a greater focus on citizen development, which is a priority for our company."
"The bot scaling process was painful, when you go beyond a few bots, and because we had stability issues. We had to work through the issues, and they took us a long time."
"The enterprise version is expensive for small businesses and individual users, which can pose a challenge."
"I would like to have the ability to work on a remote desktop connection, run the recording on it and use all commands."
"The support and user community need improvement."
"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."
"I would like to see the software reduced to focus on inventory or remote help tools since many of its current functionalities are not needed."
"Lacks sufficient integrations with other PSAs."
"The solution could improve by optimizing the internet connection being used."
"The ticketing system in NinjaOne is not the best."
"NinjaOne's reporting module is cumbersome."
"NinjaOne can be improved by making mobile usage on the system cheaper because it becomes an expensive commodity."
"I want NinjaOne to improve the reports."
"Maximizing the screen during an SSH connection is not possible, which hampers usability on Linux servers."
 

Pricing and Cost Advice

"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."
"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."
"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."
"The licensing needs to be made simpler or shortened."
"Their licensing processes are in par with most industry standards."
"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."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"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."
"The pricing is reasonable and cheaper than ConnectWise."
"Its pricing is great."
"We got a pretty good deal. It was fairly affordable."
"NinjaRMM uses a subscription model."
"We currently pay $1.20 per device on a monthly basis."
"The product's pricing depends on the number of PCs or devices."
"NinjaOne is a little expensive but is still cheaper than competitors like Acronis or Veeam."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
11%
No data available
Comms Service Provider
10%
Manufacturing Company
9%
Computer Software 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 Enterprise558
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.
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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
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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: July 2026.
909,725 professionals have used our research since 2012.