We performed a comparison between BMC Remedyforce [EOL] 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."The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"The stability is good. There are no bugs."
"The interface and customization are the solution's most valuable features."
"It's a stable solution."
"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"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."
"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."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The product has been pretty stable so far."
"The most valuable feature is the management of projects from start to finish."
"The solution's technical support is in need of a lot of improvement."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."
"More flexible ways to change the existing configuration would benefit existing customers."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."
"There should be some tool to move SRD and SLA from the sandbox to production."
"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."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"The custom reporting needs to be improved."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"ConnectWise PSA’s graphical interface is a little old."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"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."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. BMC Remedyforce [EOL] is rated 7.8, while ConnectWise PSA is rated 8.2. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". BMC Remedyforce [EOL] is most compared with , 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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