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Hornbill Systems Supportworks vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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

Hornbill Systems Supportworks
Ranking in Help Desk Software
35th
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (34th)
Zoho Desk
Ranking in Help Desk Software
8th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
21
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of Hornbill Systems Supportworks is 0.7%, up from 0.4% compared to the previous year. The mindshare of Zoho Desk is 2.9%, up from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

it_user1262703 - PeerSpot reviewer
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.
Babatunde-Olugbode - PeerSpot reviewer
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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."
"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The solution doesn't have any bugs."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The product is quite stable."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
 

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."
"Sometimes, the solution has some email issues in a new data center."
"As per customer requirements, it may have some limitations."
"The solution needs to have more customization on alerts and notifications."
"The solution should provide an option to autofill some values while creating tickets."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"There is room for improvement with the pricing."
"The solution could improve its stability and scalability."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."
 

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 costs INR 8400 per user."
"For what it does, it's quite cheap."
"The solution is relatively cheap. However, there are additional licensing fees involved."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"Zoho Desk's pricing is more flexible."
"Zoho Desk is a cost-effective solution."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
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Top Industries

By visitors reading reviews
No data available
Educational Organization
22%
Computer Software Company
16%
Manufacturing Company
9%
Media Company
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What is your experience regarding pricing and costs for Zoho Desk?
The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...
What needs improvement with Zoho Desk?
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...
 

Also Known As

Supportworks
No data available
 

Overview

 

Sample Customers

Aylesbury Vale District Council
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about Hornbill Systems Supportworks vs. Zoho Desk and other solutions. Updated: July 2025.
861,524 professionals have used our research since 2012.