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Featured Review
Find out what your peers are saying about ConnectWise Manage vs. JIRA Service Management and other solutions. Updated: November 2021.
555,358 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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 initial setup isn't too difficult.""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.""It's a nice ticketing system.""It handles ticketing pretty well, and it's not something I have many critiques for.""The most valuable feature is the management of projects from start to finish."

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"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""The dashboards are nicely laid out.""The most valuable features are the management tools.""One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it.""The simplicity is good for our clients. The price is good.""Great to be able to create customized forms.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization.""Easily integrates with other tools."

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Cons
"The custom reporting needs to be improved.""The tracking inventory or the way it tracks the products is not very good.""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.""Sometimes it is a little bit slow, which is the only complaint I have about it.""It needs to be easier to share tickets between users who need to work together.""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.""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."

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"They need to work on the speed of Jira.""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.""There should be better connections with access management. They should improve the connectivity.""Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good.""With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered.""Integration could be improved.""JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.""It is pretty complex to move between the test environment and the production environment. There is potential for improvement."

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Pricing and Cost Advice
"There are some different add-ons and benefits that are optional and come at an additional cost.""The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package.""We're paying $940 a month for 14 users."

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"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version.""The pricing is very competitive and I think that it is okay.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay.""We need a license because we have a higher number than the free part.""The pricing is free for us because we are an associate partner for the product.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

More JIRA Service Management Pricing and Cost Advice »

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Questions from the Community
Top Answer: 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… more »
Top Answer: The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a… more »
Top Answer: There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40… more »
Top Answer: Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Ranking
8th
out of 55 in Help Desk Software
Views
888
Comparisons
656
Reviews
8
Average Words per Review
728
Rating
8.0
2nd
out of 55 in Help Desk Software
Views
8,816
Comparisons
7,340
Reviews
16
Average Words per Review
552
Rating
8.0
Comparisons
Also Known As
JIRA Service Desk
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Overview

Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations.

ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business.

ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

Offer
Learn more about ConnectWise Manage
Learn more about JIRA Service Management
Sample Customers
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
VISITORS READING REVIEWS
Computer Software Company36%
Comms Service Provider16%
Government5%
Manufacturing Company4%
REVIEWERS
Computer Software Company33%
Comms Service Provider20%
Retailer13%
Transportation Company7%
VISITORS READING REVIEWS
Computer Software Company28%
Comms Service Provider20%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business100%
REVIEWERS
Small Business52%
Midsize Enterprise13%
Large Enterprise35%
Find out what your peers are saying about ConnectWise Manage vs. JIRA Service Management and other solutions. Updated: November 2021.
555,358 professionals have used our research since 2012.

ConnectWise Manage is ranked 8th in Help Desk Software with 8 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 16 reviews. ConnectWise Manage is rated 8.0, while JIRA Service Management is rated 8.0. The top reviewer of ConnectWise Manage 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 Manage is most compared with Datto Autotask Professional Services Automation, ServiceNow, Kaseya BMS, ManageEngine ServiceDesk Plus and SCSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, PagerDuty and BMC Helix ITSM. See our ConnectWise Manage vs. JIRA Service Management report.

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