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."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."
"Contains every feature that a VAR or MSP would want."
"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."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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 initial setup isn't too difficult."
"The customer portal allows users to register tickets themselves."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"We get software developed faster."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"Auditing team uses this solution to track audit findings and follow-up."
"Easy to use and user-friendly."
"The custom reporting needs to be improved."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"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."
"The tracking inventory or the way it tracks the products is not very good."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"The documentation needs improving, it's difficult to find specific procedures."
"The initial setup is very complex."
"The performance in cloud service management could be improved."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
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.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.