We performed a comparison between BMC Remedyforce [EOL] and ConnectWise PSA based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."
"BMC Remedyforce is a good tracking service in general."
"The stability is good. There are no bugs."
"It's a stable solution."
"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."
"Our staff is able to quickly jump into Remedyforce and understand the tool with minimal training."
"The interface and customization are the solution's most valuable features."
"ITIL best practices and smart practices are efficient in calculating the performance of services provided."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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 product has been pretty stable so far."
"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."
"It's a nice ticketing system."
"Contains every feature that a VAR or MSP would want."
"The platform is easy to use."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"They need to make it possible to more easily customize the user interface."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."
"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."
"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."
"More flexible ways to change the existing configuration would benefit existing customers."
"The setup was somewhat complex as it seemed there were three ways to do the same thing."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"It needs to be easier to share tickets between users who need to work together."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"The custom reporting needs to be improved."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews. BMC Remedyforce [EOL] is rated 7.8, while ConnectWise PSA is rated 8.2. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". BMC Remedyforce [EOL] is most compared with , whereas ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS.
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