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."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 handles ticketing pretty well, and it's not something I have many critiques 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."
"The product has been pretty stable so far."
"The initial setup isn't too difficult."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"The most valuable feature is the management of projects from start to finish."
"The platform is easy to use."
"The visibility features are great."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"This is a flexible tool for logging and tracking issues efficiently."
"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."
"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."
"The most valuable features of this solution are Incident and Request Management."
"It's easy to set up the solution."
"JSM's best feature is the integration with other Jira products."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"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."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"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 PSA’s graphical interface is a little old."
"Integration could be improved."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"The product could improve its asset management."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"It is difficult to navigate if you don't have any prior knowledge."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our ConnectWise PSA vs. JIRA Service Management report.
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