We performed a comparison between ConnectWise PSA and SymphonyAI IT Service Management 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."The platform is easy to use."
"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 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."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"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."
"The product has been pretty stable so far."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The product has the best features for ITSM."
"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."
"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."
"The custom reporting needs to be improved."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"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."
"I would like them to add software inventory in the next release. We don't have that right now."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
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ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. ConnectWise PSA is rated 8.2, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager and Clarity SM. See our ConnectWise PSA vs. SymphonyAI IT Service Management report.
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