We performed a comparison between BMC FootPrints Service Core and ConnectWise PSA based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"The discovery feature is very flexible."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"Ability to auto-generate email messages, process email messages, and approvals."
"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."
"This product solidly handles incident management, problem management, and change management."
"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."
"It handles ticketing pretty well, and it's not something I have many critiques 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."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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 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 would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"The mobile version of this product does not support asset management."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"The custom reporting needs to be improved."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"ConnectWise PSA’s graphical interface is a little old."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. BMC FootPrints Service Core is rated 8.2, while ConnectWise PSA is rated 8.2. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". BMC FootPrints Service Core is most compared with ServiceNow, whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS.
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