We performed a comparison between ConnectWise PSA and ServiceNow 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 handles ticketing pretty well, and it's not something I have many critiques for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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."
"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."
"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."
"The most valuable feature is the management of projects from start to finish."
"The product has been pretty stable so far."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"ServiceNow is easy to use and has a user-friendly interface."
"It allows us to filter the data, create graphs, and get detailed reports."
"The solution integrates well with other products."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"If you stick to the out-of-the-box solution, it's an easy setup."
"We have found change management and CMDB to be very useful."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"It needs to be easier to share tickets between users who need to work together."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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 tracking inventory or the way it tracks the products is not very good."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"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."
"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."
"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."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"An area for improvement would be the accessibility of downloaded and compressed files."
"There is room for improvement in price."
"Creating service catalog forms could be made easier."
"The discovery of assets could be improved; right now they only allow for one domain."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. ConnectWise PSA is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ConnectWise PSA is most compared with Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus, Kaseya BMS and Zendesk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Microsoft Dynamics CRM. See our ConnectWise PSA vs. ServiceNow report.
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