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."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 product has been pretty stable so far."
"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."
"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 platform is easy to use."
"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."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"There are a lot of great templates that you can take advantage of."
"I rate the solution a ten out of ten for scalability."
"The workflow automation is the most valuable feature of this solution."
"The most valuable feature is the ticketing system which is working well."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The most valuable feature is its ease of use."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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 custom reporting needs to be improved."
"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."
"It needs to be easier to share tickets between users who need to work together."
"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."
"The documentation could be improved."
"The UI for the app needs improvement."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"The solution, overall, is expensive."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The current MDM is very basic and should be expanded."
"Improvement is needed in the Software Assets Management functionality."
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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, BMC Helix ITSM and Ivanti Neurons for ITSM. See our ConnectWise PSA vs. ManageEngine ServiceDesk Plus report.
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