We performed a comparison between ConnectWise PSA and ManageEngine ServiceDesk Plus 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."It handles ticketing pretty well, and it's not something I have many critiques for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The initial setup isn't too difficult."
"The platform is easy to use."
"The most valuable feature is the management of projects from start to finish."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"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."
"I like the catalog features and workflow. I also like the knowledge space."
"The workflow automation is the most valuable feature of this solution."
"The solution offers a lot of opportunities for integrations."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The solution overall has been quite stable."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The tracking inventory or the way it tracks the products is not very good."
"The custom reporting needs to be improved."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"It needs to be easier to share tickets between users who need to work together."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"The speed could be better, and the reporting could be a lot better."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"We'd like to have more integration into other platforms."
"The current MDM is very basic and should be expanded."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The product's asset management tool needs improvement."
"The solution, overall, is expensive."
"I would like to improve the task management module and analytics."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
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ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. ConnectWise PSA is rated 8.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice and BMC Helix ITSM. See our ConnectWise PSA vs. ManageEngine ServiceDesk Plus report.
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