# Sunrise ITSM Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Sunrise ITSM Software - reviews, pricing plans, popular comparisons to other ITSM products and more. Source: https://www.capterra.com/p/148707/IT-Service-Management --- # Sunrise ITSM Software Review 2026: Features, Integrations, Pros & Cons Last updated on April 8, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[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 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) ## 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 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price £40 Per User, Per Month Starting Price $39 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 (3,603) Value For Money 4.8 (10) Value For Money 4.2 (2,657) Customer Service 4.4 (10) Customer Service 4.3 (2,766) ## Sunrise ITSM alternatives [4.5 (768)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.5 (1,132)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars Highest Rated [4.5 (3,414)](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 [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 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/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. 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 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 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 Ticket Management 4.8 (5) 100.00% of 5 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues 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 Sunrise ITSM 81 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle A record of all activities within the system, including user access, changes made, etc. Tickets are automatically assigned to specific agents based on predefined rules Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Compare key metrics for the business against prominent players in the industry Monitor service demand and performance to plan for adequate resources that meet business needs Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Private online space that lets businesses securely share documents and provide information access to clients Configuration Management Database Track and manage adherence to policies for any service, product, process, or supplier Identify component attributes like servers, hardware, software, and manage relationships across all services Track, store, and access client contracts or licenses Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Creation and customization of dashboards Import and export data to and from software applications Store and organize documents in a centralized system Assemble applications and processes by dragging over and arranging pre-built components Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Managing service requests, incidents, IT issues & support with a ticketing system Manage and track all disruptions and incidents Track interaction history by documenting conversations for contacts Track and manage inventory levels to maintain proper supply Managing inventories and tracking changes to hardware and software configurations Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more Manage risks related to IT systems Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Ability to chat online in real time Adapt content to display differently based on viewer location Templated responses for responding quickly to recurring support requests Access software remotely via mobile devices Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Plan and coordinate all the resources, costs and time needed to execute assignments Engage in direct, instant messaging with customers, users, etc. Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Access work applications remotely, for when working away from the office and/or traveling Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Assign available resources (human and/or non-human) to various projects and tasks Set a time to generate routine reports automatically Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Track work performed and resources used for past customers, sites, or assets Set and monitor service level agreements to ensure timely response and resolution Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Create, manage and track all task activities and progression Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues 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/)[ Mailchimp](https://www.capterra.com/p/110228/MailChimp/)[ 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/) 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 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. 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 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. [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. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. 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