We performed a comparison between ConnectWise PSA and SCSM 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."It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The initial setup isn't too difficult."
"The product has been pretty stable so far."
"The most valuable feature is the management of projects from start to finish."
"It's a nice ticketing system."
"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."
"The platform is easy to use."
"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."
"This solution is easy to use."
"The most requested feature from our customers is the helpdesk ticketing system."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"It is quite scalable."
"This product has helped our organization by allowing people to connect with each other."
"It is one of the most stable solutions in the market."
"The reporting is very good."
"The solution offers good productivity at a low price point."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"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."
"The speed could be better, and the reporting could be a lot better."
"ConnectWise PSA’s graphical interface is a little old."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Mobile application integration would be an improvement."
"The price of this solution is high and it needs to be cheaper."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The configuration could be easier."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. ConnectWise PSA is rated 8.2, while SCSM is rated 7.0. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our ConnectWise PSA vs. SCSM report.
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