"Contains every feature that a VAR or MSP would want."
"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."
"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."
"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."
"It's a nice ticketing system."
"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
"The product easily integrates with other solutions."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back."
"The SMS pages and the mobile application are pretty much the top two features."
"PagerDuty is very stable and very reliable."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"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."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"ConnectWise PSA’s graphical interface is a little old."
"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’s quite hard to reach the support team."
"It cannot be integrated with our upgraded Jira system."
"I would like to see more content in the notification messages; although, that might be a configuration on our end."
"PagerDuty can improve the integration with Terraform."
"PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually."
"They could include incident merging and alert grouping features in the product."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."
ConnectWise PSA is ranked 1st in Professional Services Automation (PSA) with 19 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. ConnectWise PSA is rated 8.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting.
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