ConnectWise PSA vs SymphonyAI IT Service Management comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed ConnectWise PSA vs. SymphonyAI IT Service Management Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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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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."
  • "The pricing of ConnectWise Manage is reasonable."
  • "I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
  • More ConnectWise PSA Pricing and Cost Advice →

  • "We have a regular license."
  • "SummitAI IT Management Suite's pricing is a bit expensive."
  • "The product's cost is average."
  • More SymphonyAI IT Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I have one monthly license for all of the ConnectWise products I use, and it's $85 per user. In addition to the standard license fee, I think there's a $1,500 implementation fee.
    Top Answer:ConnectWise PSA’s graphical interface is a little old. They could make it more refreshing.
    Top Answer: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.
    Top Answer:The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is cheaper than other more significant tools in the market. The suite is not just… more »
    Top Answer:Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies or… more »
    Ranking
    15th
    out of 59 in Help Desk Software
    Views
    1,387
    Comparisons
    628
    Reviews
    5
    Average Words per Review
    339
    Rating
    7.8
    24th
    out of 59 in Help Desk Software
    Views
    410
    Comparisons
    323
    Reviews
    3
    Average Words per Review
    450
    Rating
    7.7
    Comparisons
    Also Known As
    ConnectWise Manage
    Summus IT Management Suite
    Learn More
    Interactive Demo
    Overview

    ConnectWise PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.​

    Key features and benefits of ConnectWise PSA:

    Help desk

    Centralize your help desk with features that allow you to organize and standardize your service requests and streamline workflow automation to ensure your support operations are as efficient as possible. Keep your help desk responsive and productive no matter how challenging the issue is.

    Cloud billing

    Managing recurring billing can be a streamlined and straightforward process. You can standardize and simplify the way you manage customer contracts, including cloud. Easily manage, monitor, and bill for other public cloud services such as Microsoft 365 and Cisco Cloud Solutions.

    Sales and marketing

    The competitive landscape has made the window of opportunity for growing your business more challenging. Take control for generating leads with sales and marketing features that help you build a stronger, more predictable pipeline and improve communication with prospects to ensure high conversion rates.​

    Procurement

    Supplier operations can be hit and miss, making the procurement process far more challenging. Optimize internal purchasing and receiving workflows to keep your operations department and customers in the know.​

    Time tracking and billing

    Time tracking and billing reduces revenue loss and client skepticism. Your team can easily enter and track their billable time by the minute and by client, project, or task and include detailed notes to avoid client audits. With these efficiencies, your team will have more time to better serve your business and your customers.​

    Project management

    Don’t miss a beat. Project management gives you what your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time and on budget.

    Reporting

    Knowledge and visibility are key components of a successful IT service provider. Leverage a reporting engine that give you the insights and metrics to help you make data-driven decision across all areas of your business.

    What can ConnectWise PSA do for you?

    Improve employee experience

    Give your teams a PSA that helps them perform more effectively and provide the best experience possible—for them and your customers. Keep everyone in the know, increasing management’s confidence in the ability to sustain and grow a happy customer base. ​

    Enhance the customer experience

    When your teams have what they need to do their job well the first time, your customer experience gets better and better. Provide amazing service delivery, timely and accurate invoices, and automate important reports to keep your customers happy (and in the know). Pair that with the end-user portal available, and your customer experience just got even better!​

    Give your team precious time back

    With coupling centralization and automation, your teams will function more efficiently than ever, giving everyone more time to focus on what’s important. You'll get more time to focus on growing your business!​

    Increase revenue and decrease costs

    When your systems are centralized and your operations more efficient, you can save time and reduce costs. In essence, you can improve revenue and decrease costs through all your gained efficiencies.

    SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

    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
    Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
    Top Industries
    REVIEWERS
    Computer Software Company57%
    Non Profit14%
    Security Firm14%
    Energy/Utilities Company14%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider7%
    Financial Services Firm5%
    Construction Company5%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm13%
    Manufacturing Company9%
    Construction Company8%
    Company Size
    REVIEWERS
    Small Business84%
    Midsize Enterprise11%
    Large Enterprise5%
    VISITORS READING REVIEWS
    Small Business32%
    Midsize Enterprise15%
    Large Enterprise53%
    REVIEWERS
    Small Business10%
    Midsize Enterprise60%
    Large Enterprise30%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise23%
    Large Enterprise61%
    Buyer's Guide
    ConnectWise PSA vs. SymphonyAI IT Service Management
    March 2024
    Find out what your peers are saying about ConnectWise PSA vs. SymphonyAI IT Service Management and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    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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    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.