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Hornbill Systems Supportworks vs SAAS First comparison

 

Comparison Buyer's Guide

Executive Summary

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

Hornbill Systems Supportworks
Ranking in Help Desk Software
34th
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (31st)
SAAS First
Ranking in Help Desk Software
61st
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
CRM Customer Engagement Centers (23rd)
 

Mindshare comparison

As of April 2026, in the Help Desk Software category, the mindshare of Hornbill Systems Supportworks is 1.2%, up from 0.6% compared to the previous year. The mindshare of SAAS First is 0.4%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Hornbill Systems Supportworks1.2%
SAAS First0.4%
Other98.4%
Help Desk Software
 

Featured Reviews

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.
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Also Known As

Supportworks
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Overview

 

Sample Customers

Aylesbury Vale District Council
Information Not Available
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: March 2026.
886,077 professionals have used our research since 2012.