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 pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"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 product has been pretty stable so far."
"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."
"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."
"The platform is easy to use."
"The initial setup isn't too difficult."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is quite scalable."
"The most valuable feature is the reporting of incidents."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"It is one of the most stable solutions in the market."
"It is a simple solution that is easy to configure."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"ConnectWise PSA’s graphical interface is a little old."
"The speed could be better, and the reporting could be a lot better."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."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."
"It needs to be easier to share tickets between users who need to work together."
"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."
"They need more integration with open-source products."
"The price of this solution is high and it needs to be cheaper."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"We would like to see a web-based interface that works on mobile devices."
"Mobile application integration would be an improvement."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
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, Kaseya BMS and ManageEngine ServiceDesk Plus, 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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