ConnectWise PSA vs Hornbill Systems Supportworks comparison

Why PeerSpot?

ConnectWise and Hornbill Systems are both solutions in the Help Desk Software category. ConnectWise is ranked #16 with an average rating of 8.0, while Hornbill Systems is ranked #35. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

Hornbill Systems Supportworks and ConnectWise PSA operate within the IT service management realm, each offering distinct benefits. While Hornbill receives acclaim for pricing and support, ConnectWise stands out for its comprehensive feature set, making it a preferred choice for those prioritizing functionality.

Features: Hornbill Systems Supportworks enhances efficiency through powerful automation, streamlined workflows, and responsive customer service. ConnectWise PSA offers extensive integration capabilities, comprehensive reporting tools, and advanced customization options, making it suitable for complex requirements.

Ease of Deployment and Customer Service: Hornbill Systems Supportworks is characterized by its simple and fast deployment process. ConnectWise PSA, while more complex to deploy, offers extensive customization and is backed by numerous support resources.

Pricing and ROI: Hornbill Systems Supportworks generally offers lower initial setup costs, ideal for budget-conscious entities, with strong ROI for small and medium businesses. ConnectWise PSA, although requiring higher initial investment, promises significant returns driven by its advanced features.

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

Buyer's Guide

ConnectWise PSA vs. Hornbill Systems Supportworks

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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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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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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Quotes from Members

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

Pros

"We have saved customers 400% in terms of time saved by implementing this product."

"The most valuable part is that it have the integrated OCR solution within it. All the other solutions do not have the right integration of the OCR solutions. You need to go to two different places to get one solution. Whereas, in IQ Bot, there is one area where you get all these solutions together in one area. That is the most important and beautiful point that I like about IQ Bot."

"Automation Anywhere overall is a great tool for automation, as it provides a lot of flexibility to work with different other applications."

"Automation Anywhere's most valuable features include its end-to-end capabilities within a single platform. It offers desktop automation, unattended automation, a recorder for tasks, and advanced IDP capability, which means that I can handle everything from basic cutting and pasting to advanced use cases. With Automation Anywhere, I don't need multiple other tools to automate end-to-end processes. I only need one additional chatbot tool, assuming conversational AI is part of the solution. If I don't have chatbots, all the capabilities are built into the platform."

"The infrastructure that Automation Anywhere has created is really simple; compared to other tools such as Power Automate, it is more user-friendly and faster."

"The organizations where we have implemented AA have seen tremendous benefits achieved in terms of time and cost-saving with the highest quality of deliverables."

"This solution has been great for our company in almost every way possible."

"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."

More Automation Anywhere pros

"ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers."

"The product has been pretty stable so far."

"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."

"The platform is easy to use."

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"I have used other ticketing systems and they have not been as solid as ConnectWise."

More ConnectWise PSA pros

"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."

"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."

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

Cons

"One area that Automation Anywhere can improve is the debugging experience."

"With Citrix, we need a dedicated server to work with it. This has become complicated, as it is not easy to pull all the systems together into one place. It would be better if the Automation Anywhere team could make this easy and simple."

"When I change the name of a variable in the Variable Manager, I would really like it to change in the code."

"They need to make the AA stable across all browsers and I hope to see it fixed in the next version."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."

"Attended automation sometimes might go into exceptions, thus we need to monitor it in-between, then check whether it is working properly. This way, we ensure the bot is working properly."

"I would like to see more bots available right out-of-the-box in the SAP area."

"The initial cost of Automation Anywhere, including license fees and integration costs, is high. It is challenging for business users to operationalize the tool independently."

More Automation Anywhere cons

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

"The speed could be better, and the reporting could be a lot better."

"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."

"ConnectWise PSA’s graphical interface is a little old."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

"Reliability is definitely something that I have issues with, especially over a bad connection."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

More ConnectWise PSA 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."

"Customer Service: I'd rate it as a 5/10 or 6/10."

Pricing and Cost Advice

"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."

"Because it reduced the time duration of our processes, our costs went down."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"I believe it is $10,000 for Bot Creator."

"The ROI is really good. We have saved time and money."

More Automation Anywhere pricing and cost advice

"We're paying $940 a month for 14 users."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The pricing of ConnectWise Manage is reasonable."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

14%

Outsourcing Company

10%

Financial Services Firm

10%

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	163
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

No data available

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.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. T...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

November 2026

Download ConnectWise PSA product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download Hornbill Systems Supportworks product report

Also Known As

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

ConnectWise Manage

Supportworks

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

Hornbill Systems

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

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

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

Sample Customers

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

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Aylesbury Vale District Council

Buyer's Guide

ConnectWise PSA vs. Hornbill Systems Supportworks

November 2026

Free Report: ConnectWise PSA vs. Hornbill Systems Supportworks

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

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