ConnectWise PSA vs JIRA Service Management comparison

ConnectWise and Atlassian are both solutions in the Help Desk Software category. ConnectWise is ranked #15 with an average rating of 8.0, while Atlassian is ranked #2 with an average rating of 8.2. ConnectWise holds a 1.3% mindshare in HDS, compared to Atlassian’s 6.0% mindshare. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

ConnectWise PSA

Read 21 ConnectWise PSA reviews

2,275 Views
1,706 Comparison Views

100% willing to recommend

JIRA Service Management

Read 90 JIRA Service Management reviews

8,557 Views
6,418 Comparison Views

93% willing to recommend

ConnectWise PSA

JIRA Service Management

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and ConnectWise PSA are strong competitors in the service management category. JIRA Service Management appears to have an advantage in issue management and workflow customization, while ConnectWise PSA offers comprehensive features for integrated ticketing and project management.

Features: JIRA Service Management offers a flexible platform for customization, robust workflow configurations, and a powerful query language. Its integration within the Atlassian ecosystem enhances project tracking and collaboration, albeit with potential complexity. ConnectWise PSA focuses on a range of professional service features, including ticketing, time tracking for SLAs, and advanced reporting tools, making it ideal for businesses needing central management of diverse processes.

Room for Improvement: JIRA Service Management could reduce its reliance on additional plugins for full functionality and improve its native automation and interface. ConnectWise PSA might benefit from a more user-friendly UI and simplified configurations, alongside enhanced integration and customization for better collaboration on tickets within the system.

Ease of Deployment and Customer Service: JIRA Service Management is versatile in deployment options across different cloud environments, with mixed reviews on customer support efficiency despite strong community support. ConnectWise PSA is primarily available in cloud environments, noted for reliability, though its setup can be cumbersome without assistance. Customer support is thorough but could be faster.

Pricing and ROI: JIRA Service Management is perceived as expensive, especially when factoring in plugin costs, but it is seen as offering high ROI by enhancing efficiencies, especially for SMBs. ConnectWise PSA’s licensing model may be costly for smaller businesses but is justified by its extensive features, providing ROI through efficient integration of business processes and improved billing accuracy.

To learn more, read our detailed ConnectWise PSA vs. JIRA Service Management Report (Updated: April 2026).

Buyer's Guide

ConnectWise PSA vs. JIRA Service Management

April 2026

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Helped 893,915 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

ConnectWise PSA

Ranking in Help Desk Software

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Business Management Software (1st), Professional Services Automation (PSA) (1st)

JIRA Service Management

Ranking in Help Desk Software

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (2nd)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of ConnectWise PSA is 1.3%, down from 2.2% compared to the previous year. The mindshare of JIRA Service Management is 6.0%, down from 8.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	6.0%
ConnectWise PSA	1.3%
Other	92.7%

Help Desk Software

Featured Reviews

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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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."

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"The few times I've had to call, when I first joined the company, support was always excellent, professional, courteous, friendly, and efficient, and they always resolved my issue or answered my questions."

"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."

"Pretty much our whole company runs through ConnectWise Manage."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"ConnectWise Manage has made a difference in the connection to all of the other employees."

More ConnectWise PSA pros

"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."

"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."

"Simplicity is a key aspect. It is not hard to use."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

"The customer portal with connection with our knowledge base has been most valuable."

"Developing processes is easy and user-friendly."

"Anyone who is considering Jira Software, I would recommend they go with Jira Service Desk."

"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."

More JIRA Service Management pros

Cons

"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."

"The speed could be better, and the reporting could be a lot better."

"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."

"The login issues with the cache always needing to be cleared."

"Sometimes it is a little bit slow, which is the only complaint I have about it."

"There should be some improvements to the interface. It is not completely intuitive."

More ConnectWise PSA cons

"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."

"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."

"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."

"Instability happens sometimes - although not frequently."

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."

"JIRA Service could benefit from improvements to its voice support."

More JIRA Service Management cons

Pricing and Cost Advice

"The pricing of ConnectWise Manage is reasonable."

"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."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"We're paying $940 a month for 14 users."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"It costs around $150 to $200 per user."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"The pricing is very competitive and I think that it is okay."

"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."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

Financial Services Firm

14%

Manufacturing Company

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The pricing of ConnectWise PSA is affordable, although the only part where I find the...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with to get it forwarded. The configuration part...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing system and to automate systems. My main use cases with ConnectWise PSA include taki...

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.

See all answers

What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints. Regarding JIRA Service Management's API and support, the ...

See all answers

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Product Reports

Buyer's Guide

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Buyer's Guide

JIRA Service Management

May 2026

Download JIRA Service Management product report

Also Known As

ConnectWise Manage

JIRA Service Desk, Atlassian Jira Service Management

Overview

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

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

Buyer's Guide

ConnectWise PSA vs. JIRA Service Management

April 2026

Free Report: ConnectWise PSA vs. JIRA Service Management

Find out what your peers are saying about ConnectWise PSA vs. JIRA Service Management and other solutions. Updated: April 2026.

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