# 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 --- 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/) * * * Last updated April 8th, 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 Similar Products Featured ## Related categories [ITSM](https://www.capterra.com/itsm-software/)[IT Service](https://www.capterra.com/it-service-software/)[Service Desk](https://www.capterra.com/service-desk-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.