Supportworks Review - why 3.7 stars?

Supportworks Review
ITQlick Score: 55/100
ITQlick Rating:
Pricing: 6.8/10 - high cost
Category: Team Collaboration -> Supportworks review
Ranking:Ranked 138 out of 160 Team Collaboration systems
Company: Hornbill Systems
Pricing: starts at $40 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop
Links: Supportworks pricing, Supportworks alternatives
Shlomi LaviShlomi Lavi / updated: Oct 08, 2019

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. This content is reader-supported, which means if you leave your details with us we may earn a commission. Learn why ITQlick is free .

What is Supportworks?

Supportworks is a help desk and customer support service solution for small and medium businesses. Other than round the clock customer support, the software also offers various useful management services. It was designed and launched by Hornbill Service Management Limited headquartered in Taxes, United States.

Who is it best for?

The software has specifically been designed for the customer support needs of small and medium businesses. Industries in which it has found increasing deployment include education, finance, retail and sale, software, government etc. Some major customers of the software include Buckinghamshire County Council, London Metropolitan University, and Shere Ticketing Systems etc.

Main features and functionalities

Core customer support and management features of the software include customer survey, incident and problem management, request management, knowledge base, active directory synchronization, and service level agreements. Customer support is available via phone, email, and request forms.

The software supports integration with a variety of legacy help desk solutions. It uses email and phone as its request tracking modes.

What is the actual cost?

The cost of license starts at $40 per user/month. ITQlick pricing score is 6.8 out of 10 (10 is most expensive). Access ITQlick pricing guide for Supportworks.

Pros

  • Supportworks offers integration with a variety of legacy help desk systems.
  • Server side of the software uses MS SQL and Oracle which increase the functional scope of the software.
  • Customer support service of the software is available 24/7 along with a comprehensive knowledge base.

Cons

  • Supportworks does not offer the management features of change management and contract management.
  • There are no capabilities of email integration and self service portal on the software.

How it stacks up?

Access a head to head analysis of Supportworks vs alternative software solutions.
ITQlick rating
Score
Pricing
License pricing
Functionality
Review
Compare
Supportworks
ITQlick rating
3.7/5
Score
55/100
Pricing
6.8/10
License pricing
$40 per user/month
Functionality
5
Review
Supportworks review
Compare
Slack
ITQlick rating
4.6/5
Score
100/100
Pricing
2/10
License pricing
$6.67 per month
Functionality
15
Review
Slack review
Compare
Slack Vs Supportworks
Dropbox
ITQlick rating
4.5/5
Score
99/100
Pricing
2/10
License pricing
$9.99 per month
Functionality
23
Review
Dropbox review
Compare
Dropbox Vs Supportworks
Deltek P...
ITQlick rating
4.1/5
Score
91/100
Pricing
6.4/10
License pricing
Pricing not available
Functionality
6
Review
Deltek P... review
Compare
Deltek Vs Supportworks
Textura
ITQlick rating
3.5/5
Score
90/100
Pricing
4.2/10
License pricing
$250 per license
Functionality
5
Review
Textura review
Compare
Textura Vs Supportworks

Frequently Asked Questions (FAQs)

Is it the best Team Collaboration system?

Supportworks is ranked 138 out of 160 software in their category (Team Collaboration systems).

How they are rated on ITQlick?

The rating of Supportworks is 3.7 stars out of 5 and the total score is 55 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Is it an easy to use Software?

Yes, Supportworks makes it fairly easy to use. This product is user friendly and intuitive.

Is it cloud-based?

No, the software in not cloud based so you would need to install it locally and connect it directly to a server.

Can it be used on mobile?

No, currently Supportworks can't be accessed on mobile, you would need to access it from your computer.

What should we ask during a demo session?

Differences between Supportworks and alternatives?

The most popular alternatives to Supportworks in 2024: Slack, Dropbox, Deltek PM Compass, Textura, CoreconLink. Access the complete competitors analysis here - Supportworks VS Team Collaboration Software alternatives.

List of categories

Help Desk

List of features

Incident / Request Management
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Service Level Agreements

Auditor - Shlomi Lavi

Website Linkedin profile Facebook Twitter

Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.