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."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 platform is easy to use."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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."
"Contains every feature that a VAR or MSP would want."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"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."
"The stability of JIRA Service Management is good."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The customer portal allows users to register tickets themselves."
"The dashboards in Jira have been the most useful feature."
"It makes the IT department more transparent and helps the employees."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"The most valuable feature of this solution is that it is user-friendly."
"Auditing team uses this solution to track audit findings and follow-up."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The custom reporting needs to be improved."
"ConnectWise PSA’s graphical interface is a little old."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"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."
"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."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"It is difficult to navigate if you don't have any prior knowledge."
"JSM's ability to handle large volumes of emails isn't great."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"The interface could always be updated and improved."
"The pricing could be better."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
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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