We performed a comparison between ConnectWise PSA and SCSM 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."It's a nice ticketing system."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"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."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"Contains every feature that a VAR or MSP would want."
"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."
"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."
"The most valuable feature is the reporting of incidents."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"This product has helped our organization by allowing people to connect with each other."
"The solution offers good productivity at a low price point."
"It is one of the most stable solutions in the market."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"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."
"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."
"It needs to be easier to share tickets between users who need to work together."
"The speed could be better, and the reporting could be a lot better."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"Once we had an issue with a desktop download that would not open."
"The price of this solution is high and it needs to be cheaper."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"We would like to see a web-based interface that works on mobile devices."
"The configuration could be easier."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"I have found SCSM not adequate enough to carry out some functions."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. ConnectWise PSA is rated 8.2, while SCSM is rated 7.0. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our ConnectWise PSA vs. SCSM report.
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