ConnectWise PSA vs JIRA Service Management comparison

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Executive Summary

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.
To learn more, read our detailed ConnectWise PSA vs. JIRA Service Management Report (Updated: March 2024).
765,234 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
"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."

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"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."

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Cons
"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."

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"​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."

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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 →

  • "Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
  • "JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
  • "Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
  • "Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
  • "I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
  • "But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
  • "Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • More JIRA 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:JIRA Service Management is a very user-friendly solution.
    Top Answer:It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it. We pay monthly licensing costs. We only have to pay for… 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
    2nd
    out of 59 in Help Desk Software
    Views
    8,100
    Comparisons
    5,654
    Reviews
    36
    Average Words per Review
    550
    Rating
    8.2
    Comparisons
    Also Known As
    ConnectWise Manage
    JIRA Service Desk
    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.

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    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
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    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%
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm9%
    Government7%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business84%
    Midsize Enterprise11%
    Large Enterprise5%
    VISITORS READING REVIEWS
    Small Business32%
    Midsize Enterprise15%
    Large Enterprise53%
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise59%
    Buyer's Guide
    ConnectWise PSA vs. JIRA Service Management
    March 2024
    Find out what your peers are saying about ConnectWise PSA vs. JIRA Service Management and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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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    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.