We performed a comparison between ConnectWise PSA and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Contains every feature that a VAR or MSP would want."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"It's a nice ticketing system."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The platform is easy to use."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"We get software developed faster."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"JIRA Service Management is a very user-friendly solution."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The most valuable features are the management tools."
"The custom reporting needs to be improved."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"The speed could be better, and the reporting could be a lot better."
"It needs to be easier to share tickets between users who need to work together."
"The tracking inventory or the way it tracks the products is not very good."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"JIRA Service could benefit from improvements to its voice support."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"Generally requires the purchase of additional plugins."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The pricing could be better."
"Jira Service Management should be more user-friendly."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. ConnectWise PSA is rated 8.2, while JIRA Service Management is rated 8.2. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, Kaseya BMS, ManageEngine ServiceDesk Plus and Zendesk, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and TOPdesk. See our ConnectWise PSA vs. JIRA Service Management report.
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