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Hornbill Systems Supportworks Reviews

3.5 out of 5
684 followers
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What is Hornbill Systems Supportworks?

Hornbill Systems Supportworks mindshare

Product category:
As of June 2025, the mindshare of Hornbill Systems Supportworks in the IT Service Management (ITSM) category stands at 0.6%, up from 0.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.
IT Service Management (ITSM)
 
 
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Hornbill Systems Supportworks reviews

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PeerSpot user
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Verified user of Hornbill Systems Supportworks
Jan 26, 2020
Product version discussed: 4.1
Excels in call logging and call flows but is limited in terms of scalability

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. "

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."
PeerSpot user
Senior Supportworks Consultant at a construction company with 1,001-5,000 employees
Verified user of Hornbill Systems Supportworks
Aug 12, 2015
Product version discussed: 7.6.2
Locally installed versions of it provide an impressive range of customizations, but the customer portal is dated and and functionally limited.