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.
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As of September 2025, the mindshare of Hornbill Systems Supportworks in the IT Service Management (ITSM) category
stands at 0.6%, up from 0.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
Product
Market Share (%)
Hornbill Systems Supportworks
0.6%
ServiceNow
21.5%
JIRA Service Management
8.8%
Other
69.1%
IT Service Management (ITSM)
Key learnings from peers
Valuable Features
"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."
Room for 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."
Pricing
"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."
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
