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."Contains every feature that a VAR or MSP would want."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"It's a nice ticketing system."
"The initial setup isn't too difficult."
"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 platform is easy to use."
"The most valuable feature is the management of projects from start to finish."
"We get software developed faster."
"The initial setup is pretty easy."
"The most valuable feature of this solution is that it is user-friendly."
"The stability of JIRA Service Management is good."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"The platform is easy to use."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"It makes the IT department more transparent and helps the employees."
"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."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"The tracking inventory or the way it tracks the products is not very good."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"The custom reporting needs to be improved."
"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."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"This solution lacks features for project management."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"I would like to see improvement in the ability to filter completed tasks."
"I'd like to update the dashboard so that more features are available."
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 TOPdesk. See our ConnectWise PSA vs. JIRA Service Management report.
See our list of best Help Desk Software vendors.
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.