--- title: "Sunrise ITSM Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Sunrise ITSM Software - reviews, pricing plans, popular comparisons to other ITSM products and more." source_url: "https://www.capterra.com/p/148707/IT-Service-Management/" page_type: "product" language: "en" --- # Sunrise ITSM Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Sunrise ITSM ## What is Sunrise ITSM? With over three decades of industry expertise, our service desk software is designed to seamlessly adapt to your organisation’s unique needs. What sets us apart is our comprehensive suite of over 30 configurable modules, empowering businesses to tailor their service management platform to their exact requirements. From automating routine tasks to enabling self-service capabilities, our software enhances IT processes with exceptional efficiency. As a proud member of the Volaris group, we combine stability with innovation. Our commitment to excellence is demonstrated by our rare SDI reporting accreditation, a quality mark held by only two vendors in the market. We are service desk experts! Our Sunrisers have extensive experience working on, managing, building, auditing, and improving service desks. Now, we’re creating service desk and IT service management solutions to support the people who matter most to us. ## What is Sunrise ITSM used for? [ITSM](https://www.capterra.com/itsm-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[Service Desk](https://www.capterra.com/service-desk-software/) Top alternative Featured Overall rating Based on 10 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price £40 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Sunrise ITSM?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.sunrisesoftware.com&name=Sunrise ITSM) ## Sunrise ITSM Overview Updated August 2026 AI summary Sunrise ITSM supports organizations of all sizes with IT service management needs, combining incident, problem, change, and asset management with support ticket tracking, a self-service portal, and workflow automation. It offers role-based access, customizable templates, and reporting, and integrates with popular third-party tools. Deployment is available across web, cloud, desktop, and mobile platforms. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Sunrise ITSM 4.4 (10) VS. [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price £40 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.8 (10) Ease Of Use 4.3 (3,614) Value For Money 4.8 (10) Value For Money 4.2 (2,668) Customer Service 4.4 (10) Customer Service 4.3 (2,776) ## Sunrise ITSM alternatives [4.4 (18,808)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.5 (3,472)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.6 (183)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/148707/IT-Service-Management/alternatives/) ## FAQs about Sunrise ITSM Overview ### Which roles and teams benefit most from Sunrise ITSM? Sunrise ITSM is most used by IT administrators, service desk teams, and infrastructure specialists who manage incidents, service requests, asset records, and support workflows. ICT managers and ITSM analysts use it to standardize processes and track service performance, while office and operations roles benefit from faster issue resolution and clearer internal support coordination. Answer based on 10 reviews Overview ### What company size and industries is Sunrise ITSM built for? Sunrise ITSM is built for small businesses first, with 40% of reviewers from that segment, and it is most used in health, wellness and fitness at 20%. It serves businesses across industries, including NHS, councils, education, finance, accounting at 10%, and banking at 10%, with midsize and enterprise each at 30%. Answer based on 10 reviews Features and Usability ### What are the key features of Sunrise ITSM? Sunrise ITSM offers incident, problem, change, and release management, plus support ticket tracking and service request management. It also includes a self-service portal, service catalog, knowledge base management, CMDB, asset tracking, SLA management, workflow configuration, reporting, and access controls/permissions. Integrations ### Which third-party tools and platforms does Sunrise ITSM integrate with? Sunrise ITSM integrates with Microsoft Exchange, Jira, Microsoft Teams, Microsoft SharePoint, Slack, Microsoft Power Automate, Microsoft Intune, and Docusign, among other tools. Its catalog also includes Microsoft 365 Copilot, Microsoft Planner, Microsoft Power BI, Pipedrive, Mailchimp, Workday HCM, Splashtop, Textlocal, Automox, Lansweeper, and ChatGPT. Answer based on 1 reviews Getting Started and Support ### What training and onboarding options does Sunrise ITSM offer? Sunrise ITSM provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online formats support guided instruction, webinars cover scheduled learning sessions, documentation offers written reference material, and videos provide self-paced walkthroughs. Getting Started and Support ### What customer support options does Sunrise ITSM offer? Sunrise ITSM provides email/help desk, FAQ/forum, knowledge base, and phone support. With no reviewer feedback available on support experiences, there is no documented evidence about response speed, agent helpfulness, or common frustrations. The listed channels indicate the ways users can seek product assistance. ## Features AI summary Based on 816 ITSM reviews Capterra data shows that buyers of ITSM software rank the following features as their top priorities: - **Asset Tracking** (**53%** of reviewers rated this feature as critical) - **Support Ticket Management** (**58%**) - **Incident Management** (**60%**) Sunrise ITSM supports all three of the features reviewers value most: **Asset Tracking**, **Support Ticket Management**, and **Incident Management**. Together, these capabilities help businesses keep visibility into IT assets, handle service requests efficiently, and respond to incidents faster, allowing teams to maintain service quality and reduce operational delays. Asset Tracking 5.0 (2) 0.00% of 2 reviewers that rated this feature as important or highly important Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Support Ticket Management 4.6 (5) 60.00% of 5 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Incident Management 4.7 (6) 66.67% of 6 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Problem Management 4.5 (4) 25.00% of 4 reviewers that rated this feature as important or highly important Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Service Level Agreement (SLA) Management 4.3 (4) 50.00% of 4 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Real-Time Notifications 4.2 (5) 80.00% of 5 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Sunrise ITSM 81 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Benchmarking: Compare key metrics for the business against prominent players in the industry - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Document Storage: Store and organize documents in a centralized system - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - Inventory Management: Track and manage inventory levels to maintain proper supply - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - IT Risk Management: Manage risks related to IT systems - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Live Chat: Ability to chat online in real time - Localization Automation: Adapt content to display differently based on viewer location - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile Access: Access software remotely via mobile devices - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Release & Deployment: Planning, coordinating, and executing the deployment of software or system changes into a live or production environment - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Resource Allocation & Planning: Assign available resources (human and/or non-human) to various projects and tasks - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service History: Track work performed and resources used for past customers, sites, or assets - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Management: Create, manage and track all task activities and progression - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.4 (10) 4.4 Based on 10 reviews ## Pricing Value for money 4.8 (10) Free Trial Basic £40.00 Per User,Per Month Value for money 4.8 (10) 4.8 Based on 10 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Docusign](https://www.capterra.com/p/121506/Docusign/)[ Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/)[ Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[ Microsoft Power BI](https://www.capterra.com/p/176586/Power-BI/)[ Workday HCM](https://www.capterra.com/p/66908/Workday-HCM/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.4 (10) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.4 (10) 4.4 Based on 10 reviews ## User reviews Overall rating 4.4 Based on 10 reviews Filter by rating 5(5) 4(4) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent SH Sonia H. Office Manager Medical Practice ### "Great Software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 January 16, 2025 Pros The ease of navigating the software and great suport Cons So far I haven't found any cons. Its very user friendly Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. IO Ifeoluwapo O. Accountant Accounting ### "Sunrise ITSM honest review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 10/10 March 24, 2023 It is excellent, past tickets can be reviewed with ease. Pros It is user friendly, and can be used in IT asset management. Cons The front end needs to be worked upon to look more attractive and the ICONS are too large. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. BW Babajide W. Software Engineer Health, Wellness and Fitness ### "Best ITSM App" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 December 28, 2022 Pros The most efficient ITSM App ever used, easier to deploy and most expecially it is user friendly. Cons Since I have been using it, I don't have any negative feedback. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BO Bolanle O. Real Estate Consumer Goods ### "Best Task Tracking App" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 December 18, 2022 Execellent Pros Ease of use. Users friendly. Give users the atmosphere to track easily. Cons There is nothing one can hate about this particular App. Is simply the best so far. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SE Samuel E. Database Administrator Information Technology and Services ### "Best ITSM Solution" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 December 18, 2022 Pros Ease of use and prompt customer service on the go Cons For me i do not think the solution has a defect for now. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) I switched form Jira and Service Desk because the customer service feedback for resolution was taking so much time and SunRise ITSM was instant. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. GO Gideon O. IT officer Banking ### " Best use of sunrise ITSM" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 December 16, 2022 Pros Lolthe web app was easy to use and user friendly, it helps in tracking projects and daily task Cons a good app like this don't have cons, as it serves me right and all my users enjoyed it Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. GM Greg M. ITSM Analyst Food Production ### "Easily Customisable, Flexible Service Management Application" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 December 16, 2022 Can't fault the application, can be implemented very quickly and support is very efficient! Pros The application is so flexible that you can make it work for your own business in anyway you want. Allows you to use across many business functions and security keeps it all apart. Once mastered you can create whatever you want, whenever you want. Couldn't ask for more from a service management tool. Integrations via API are easy to set-up and allow you to increase it's use with other end user productivity suites. Cons Nothing, once you learn how it can be used you can do almost anything you want! Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JO Joshua O. IT service desk analyst Translation and Localization ### "Sunrise is the first friendly ITSM portal I have used in all time " 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 10/10 December 9, 2022 Superb, Past tickets can be reviewed easily and with incident number Pros Its fast and user friendly, anyone can use it without prior training. It also helps in IT asset management. Cons The ICONS are too big, and it make me feel like the front end needs to be reviewed for better designs Switched from [ClickUp](https://www.capterra.com/p/158833/ClickUp/) Reasons for choosing Sunrise ITSM I found it more better and easier to use. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MC Mike C. ICT Manager Health, Wellness and Fitness ### "Good customisable ITSM application" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 25, 2022 The whole system makes ITSM more efficient and enables the teams to be more proactive. Pros Very good incident and change management workflows. Everything is very customisable meaning it can be streamlined to fit existing business processes easily. Cons Built in reports aren't as good as expected, but it's possible to dump data out into Excel and use that to produce KPI information. Reasons for choosing Sunrise ITSM Sunrise ITSM matched around 98% of our specific selection criteria. Much higher than other applications we considered. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. JG John G. Senior DBA Non-Profit Organization Management ### "Sunrise ITSM" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 22, 2022 The ITSM has allowed us to bring the Helpdesk inhouse, rather than using outsourced companies. We have total control of our processes and are able to adapt and develop as we need to.The speed at which changes can be deployed is superb, and the total flexibility of the software is limited only by your own imagination. We use the software as the backbone of our ISO 40000 accreditation. Pros The product is robust, and the implantation process is fast, capable and totally customisable. We went from initial design to live in just over three weeks. The product itself is almost infinitely customisable - you can change processes; data gathered and implement new services rapidly in house, of by working with consultants. Cons This software is ONLY limited by your own ability to create solutions - I can't critise the software at all Reasons for choosing Sunrise ITSM Of all the demos, it seems to be the most 'complete' out of the box - the consultants were able to answer all of our questions comfortably and competently - they were able to demo the product swiftly, with none of the 'oh, that will be in the next release' type of responses, and whilst not the cheapest of all we saw it appeared to be the best product Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. [View all Reviews](https://www.capterra.com/p/148707/IT-Service-Management/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.