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Hornbill Systems Supportworks vs Samanage comparison

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Hornbill Systems Logo

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews
168 views|133 comparisons
50% willing to recommend
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Samanage

Read 3 Samanage reviews
355 views|236 comparisons
100% willing to recommend
Comparison Buyer's Guide
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Buyer's Guide
Help Desk Software
April 2024
Executive Summary

We performed a comparison between Hornbill Systems Supportworks and Samanage based on real PeerSpot user reviews.

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To learn more, read our detailed Help Desk Software Report (Updated: April 2024).
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768,886 professionals have used our research since 2012.
Featured Review
Anonymous User
Excels in call logging and call flows but is limited in terms of scalability
Meechai Chongpatiyutt
Detects incidents quickly, improves our SLA performance and solves issues faster
It helps us detect incidents quickly so we can improve our SLA performance and solve issues faster. This makes our customers happy. We also use it... Read more →
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

More Hornbill Systems Supportworks Pros →

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.""The solution has a great filtering feature."

More Samanage Pros →

Cons
"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."

More Hornbill Systems Supportworks Cons →

"The system shuts down about once a month which is frustrating.""The setting up process is not quite easy. It's quite difficult."

More Samanage Cons →

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."

    • More Hornbill Systems Supportworks Pricing and Cost Advice →

  • "It is expensive."

    • More Samanage Pricing and Cost Advice →

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    Questions from the Community
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    What do you like most about Samanage?
    Top Answer:The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.
    Read all 2 answers   →
    What needs improvement with Samanage?
    Top Answer:We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our… more »
    Read all 2 answers   →
    What is your primary use case for Samanage?
    Top Answer:I use it for incident recording based on your inventory.
    Read all 2 answers   →
    Ranking
    35th
    out of 59 in Help Desk Software
    Views
    168
    Comparisons
    133
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    26th
    out of 59 in Help Desk Software
    Views
    355
    Comparisons
    236
    Reviews
    1
    Average Words per Review
    298
    Rating
    8.0
    Comparisons
    Also Known As
    Supportworks
    Learn More
    Hornbill Systems
    SolarWinds
    Overview
    Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.
    "Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "
    Sample Customers
    Aylesbury Vale District Council
    SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
    Top Industries
    No Data Available
    VISITORS READING REVIEWS
    Construction Company14%
    Financial Services Firm13%
    Computer Software Company10%
    Government9%
    Company Size
    No Data Available
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise12%
    Large Enterprise61%
    Buyer's Guide
    Help Desk Software
    April 2024
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    768,886 professionals have used our research since 2012.

    Hornbill Systems Supportworks is ranked 35th in Help Desk Software while Samanage is ranked 26th in Help Desk Software with 3 reviews. Hornbill Systems Supportworks is rated 7.0, while Samanage is rated 7.6. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Hornbill Systems Supportworks is most compared with ServiceNow, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software 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.