# Sunrise ITSM Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Sunrise ITSM the right ITSM solution for you? Explore 10 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/148707/IT-Service-Management/reviews

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Sunrise ITSM

4.4 (10)

[View alternatives](https://www.capterra.com/p/148707/IT-Service-Management/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Reviews of Sunrise ITSM

Ease of use

4.8

Customer Service

4.4

## Showing most helpful reviews

Showing 1-10 of 10 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

SE

Samuel E.  
Database Administrator  
Information Technology and Services  
Used the software for: 2+ years

### "Best ITSM Solution"

December 18, 2022

5.0

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

SH

Sonia H.  
Office Manager  
Medical Practice  
Used the software for: 1-2 years

### "Great Software"

January 16, 2025

5.0

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

JO

Joshua O.  
IT service desk analyst  
Translation and Localization  
Used the software for: 6-12 months

### "Sunrise is the first friendly ITSM portal I have used in all time "

December 9, 2022

3.0

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

Reason for choosing Sunrise ITSM

I found it more better and easier to use.

Review Source

JG

John G.  
Senior DBA  
Non-Profit Organization Management  
Used the software for: 2+ years

### "Sunrise ITSM"

November 22, 2022

5.0

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

Reason 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

GM

Greg M.  
ITSM Analyst  
Food Production  
Used the software for: 2+ years

### "Easily Customisable, Flexible Service Management Application"

December 16, 2022

5.0

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

MC

Mike C.  
ICT Manager  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "Good customisable ITSM application"

November 25, 2022

5.0

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.

Reason for choosing Sunrise ITSM

Sunrise ITSM matched around 98% of our specific selection criteria. Much higher than other applications we considered.

Review Source

BO

Bolanle O.  
Real Estate  
Consumer Goods  
Used the software for: 6-12 months

### "Best Task Tracking App"

December 18, 2022

4.0

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

BW

Babajide W.  
Software Engineer  
Health, Wellness and Fitness  
Used the software for: 1-2 years

### "Best ITSM App"

December 28, 2022

4.0

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

IO

Ifeoluwapo O.  
Accountant  
Accounting  
Used the software for: 1-2 years

### "Sunrise ITSM honest review"

March 24, 2023

4.0

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

GO

Gideon O.  
IT officer  
Banking  
Used the software for: Less than 6 months

### " Best use of sunrise ITSM"

December 16, 2022

4.0

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

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