We performed a comparison between ConnectWise PSA and ManageEngine ServiceDesk Plus 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 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."
"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."
"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 initial setup isn't too difficult."
"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."
"Contains every feature that a VAR or MSP would want."
"It's a nice ticketing system."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"It's very easy to customize the tool to your business needs."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"It's stable."
"The product scales up effortlessly and you can easily add users."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"It needs to be easier to share tickets between users who need to work together."
"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."
"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."
"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."
"ConnectWise PSA’s graphical interface is a little old."
"The tracking inventory or the way it tracks the products is not very good."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"Improvement is needed in the Software Assets Management functionality."
"The service delivery could be improved."
"The current MDM is very basic and should be expanded."
"I think asset management took a hit recently."
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ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. ConnectWise PSA is rated 8.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and IBM Maximo. See our ConnectWise PSA vs. ManageEngine ServiceDesk Plus report.
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