We performed a comparison between ConnectWise PSA and Samanage 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."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."
"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 search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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 nice ticketing system."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The product has been pretty stable so far."
"The most valuable feature is the management of projects from start to finish."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"The speed could be better, and the reporting could be a lot better."
"The custom reporting needs to be improved."
"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."
"The tracking inventory or the way it tracks the products is not very good."
"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."
"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."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Samanage is ranked 25th in Help Desk Software with 3 reviews. ConnectWise PSA is rated 8.2, while Samanage is rated 7.6. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and Freshservice. See our ConnectWise PSA vs. Samanage report.
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