We performed a comparison between ConnectWise PSA and JIRA 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."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."
"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 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."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"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."
"The platform is easy to use."
"The most valuable feature is the management of projects from start to finish."
"The most valuable features are the management tools."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The dashboards are nicely laid out."
"The initial setup is straightforward."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"It needs to be easier to share tickets between users who need to work together."
"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."
"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 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."
"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."
"SaaS version for large organizations (more than 2000 users) is not available."
"The solution should be more formalized. It could be more user-friendly."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"There is room for improvement in support."
"Cost has prohibited us from switching entirely to this solution."
"JSM's ability to handle large volumes of emails isn't great."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. ConnectWise PSA is rated 8.2, while JIRA Service Management is rated 8.2. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, ManageEngine ServiceDesk Plus, Kaseya BMS and Zendesk, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and Salesforce Service Cloud. See our ConnectWise PSA vs. JIRA Service Management report.
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