We performed a comparison between ConnectWise PSA and Ivanti Neurons for ITSM 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."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."
"It's a nice ticketing system."
"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 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."
"The most valuable feature is the management of projects from start to finish."
"Contains every feature that a VAR or MSP would want."
"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."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"The solution's installation depends on its customization. It is easy."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"This is an excellent alternative to ServiceNow for smaller companies."
"The integrations are quite simple and clear."
"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 tracking inventory or the way it tracks the products is not very good."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"The custom reporting needs to be improved."
"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 needs to be easier to share tickets between users who need to work together."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"The patching for non-Windows OSes such as Linux is poor."
"The user interface must be made simpler and more effective."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"We'd like more integration with solutions like SolarWinds."
"Support needs improvement in terms of responsiveness and timeliness."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. ConnectWise PSA is rated 8.2, while Ivanti Neurons for ITSM 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 Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus. See our ConnectWise PSA vs. Ivanti Neurons for ITSM report.
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