Hornbill Systems Supportworks vs TOPdesk comparison

Why PeerSpot?

Hornbill Systems and TOPdesk are both solutions in the Help Desk Software category. Hornbill Systems is ranked #35, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 50% of Hornbill Systems users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Hornbill Systems Supportworks and TOPdesk compete in the IT service management sector. TOPdesk seems to have an advantage due to its extensive features, although Hornbill Systems Supportworks offers better satisfaction in pricing and support, suggesting strong cost-effectiveness.

Features: Hornbill Systems Supportworks offers customizable workflow management, real-time collaboration tools, and enhances team efficiency. TOPdesk is known for comprehensive incident management, a robust knowledge base, and a broader functionality spectrum.

Ease of Deployment and Customer Service: Hornbill Systems Supportworks is known for a straightforward and rapid deployment process with responsive customer service. TOPdesk’s deployment is more complex, requiring more time and resources, but its customer service supports throughout.

Pricing and ROI: Hornbill Systems Supportworks provides a competitive initial setup cost and delivers strong ROI through essential features at a lower price. TOPdesk offers a higher setup cost but provides long-term value through its rich feature set that enhances capabilities.

To learn more, read our detailed Hornbill Systems Supportworks vs. TOPdesk Report (Updated: November 2026).

Buyer's Guide

Hornbill Systems Supportworks vs. TOPdesk

November 2026

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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

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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it_user1262703

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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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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Quotes from Members

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

Pros

"The best part about Automation Anywhere is the easy to use UI. It's very user-friendly. You have everything that you want in front of your eyes. You just have to drag and drop, then build your logic accordingly."

"Notifications and triggers are especially good."

"The time savings from using Document Automation are substantial, as previously a team of about five to ten people managed specific processes end-to-end, such as processing fourteen thousand entries in a month, but after automation, that entire process is streamlined, saving us a lot of FTEs."

"Automation Anywhere has presented us with a platform that is easily accessible from a web interface, enabling us to write code for RPA scripts without having to download a dedicated software application."

"The data capture feature is very valuable. I know there are also some elements where you have to be able to incorporate AI, but I haven't gotten to that level yet."

"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."

"AA has good coverage in terms of out-of-the-box functionality for bot development and management."

"Automation Anywhere (AA) is really fast on the development side. It's an efficient and intelligent RPA tool, with a good engine and good connectors."

More Automation Anywhere pros

"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."

"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."

"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."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"As we have moved to an off-premises deployment, we get regular updates."

"TOPdesk is overall very stable."

"Change management is the most critical feature."

"It is an easy-to-use solution."

"The most valuable feature of the solution is the ticketing feature."

"Its ITSM approach is quite useful."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

More TOPdesk pros

Cons

"The integration is not always seamless. Sometimes, it takes a while to get everything to communicate and be ready to go into production."

"There could be improvement in the reporting and insights into the ROI. The ROI tool that shows the performance and the return on investment is not very accurate."

"The capability of understanding and extracting documents is not very good."

"AI would enable improved automation and faster training times that would be reduced from one month to one week."

"Automation Anywhere could improve the developer experience by making bot debugging more intuitive and providing clearer explanations of errors."

"MetaBot helps getting data from SAP, but we still have some cases where we cannot fetch data from SAP."

"I am looking forward to seeing writing on Linux in the web and WorkBatch in the next release."

"The pricing is a little bit high compared with other tools."

More Automation Anywhere cons

"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 of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"It is time-consuming to add new users."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"An operator is also a user but requires creating two different records."

"In some fields, it's just not good enough."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

More TOPdesk cons

Pricing and Cost Advice

"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"The solution is costly and the licensing is very confusing."

"It's an ideal pricing model to customize the components based on everyone's needs."

"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

"We are a partner of Automation Anywhere and find the pricing to be reasonable."

More Automation Anywhere 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."

"The solution is inexpensive compared to competitors."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"TOPdesk's pricing is cheaper than Jira's."

"The solution's pricing is reasonable and not expensive."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Outsourcing Company

12%

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

No data available

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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...

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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...

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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 needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

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What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Hornbill Systems Supportworks

Compared 17% of the time

JIRA Service Management vs Hornbill Systems Supportworks

Compared 14% of the time

BMC Helix ITSM vs Hornbill Systems Supportworks

Compared 5% of the time

Zendesk vs Hornbill Systems Supportworks

Compared 5% of the time

Ivanti ITSM vs Hornbill Systems Supportworks

Compared 3% of the time

More Hornbill Systems Supportworks Competitors

ServiceNow vs TOPdesk

Compared 10% of the time

JIRA Service Management vs TOPdesk

Compared 8% of the time

LiveChat vs TOPdesk

Compared 7% of the time

BMC Helix ITSM vs TOPdesk

Compared 5% of the time

Serviceaide ChangeGear vs TOPdesk

Compared 4% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download Hornbill Systems Supportworks product report

Buyer's Guide

Help Desk Software

October 2026

Download TOPdesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Supportworks

No data available

Interactive Demo

Automation Anywhere

Demo not available

Hornbill Systems

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Hornbill Systems Supportworks is a flexible IT service management tool designed to manage complex IT environments with ease.

Designed for IT service management, Hornbill Systems Supportworks facilitates efficient operation within complex environments. With customizable workflows and automation capabilities, it addresses detailed requirements for seamless process execution.

What are the standout features of Hornbill Systems Supportworks?

Customizable Workflow: Offers tailored workflows to fit precise IT management needs.
Automation Capabilities: Enhances efficiency through task automation, reducing manual intervention.
Integration Options: Supports integration with third-party applications, ensuring interoperability.
User Management: Streamlines user role assignments and access provisions.
Reporting Tools: Provides comprehensive reporting for data-driven decision-making.

What benefits can you expect when evaluating reviews of Hornbill Systems Supportworks?

Scalability: Adapts to growing business demands without performance issues.
Cost Efficiency: Lowers operational costs through automation and effective resource management.
Enhanced Productivity: Increases productivity by minimizing downtime and improving process flows.
Improved Service Delivery: Elevates the quality of IT services with enhanced management tools.
Time Savings: Reduces time spent on troubleshooting and routine tasks.

Hornbill Systems Supportworks is implemented across industries such as finance, healthcare, and education, where streamlined operations and reliable service management are critical. Its adaptability ensures it meets sector-specific compliance and operational challenges effectively.

Hornbill Systems

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Aylesbury Vale District Council

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Hornbill Systems Supportworks vs. TOPdesk

November 2026

Free Report: Hornbill Systems Supportworks vs. TOPdesk

Find out what your peers are saying about Hornbill Systems Supportworks vs. TOPdesk and other solutions. Updated: November 2026.

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See our Hornbill Systems Supportworks vs. TOPdesk report.

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