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ConnectWise PSA vs Serviceaide ChangeGear comparison

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Executive SummaryUpdated on Dec 1, 2024

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
660
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ConnectWise PSA
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
21
Ranking in other categories
Help Desk Software (15th), Business Management Software (1st), Professional Services Automation (PSA) (1st)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
SK
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.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"We are getting some phenomenal straight through processing, so we took what would have taken 30 to 35 people and are able to do that a little bit more accurately with about six."
"Automation Anywhere offers a complete suite of development tools to empower developers for various enterprise automation needs."
"It helps improve performance and helps companies save time and money."
"Automation Anywhere offers the capability of integrating the DLL files with meta bot and hence the developer can use DLL files to connect to applications likes outlook, SAP, etc"
"From an organizational perspective, it has improved how we work and determine, "Is there a better way to do things?" and, "How can we challenge the status quo?" This builds a continuous improvement mindset throughout our organization."
"What really helps RPA to grow is the cognitive part of it. That's where the product is really good. Initially, it started out as RPA, but now there is a cognitive aspect to it. That's a key value to it."
"We have used support a few times for one of our customers, and they respond quickly. If the issue involves a critical production system, they respond to the request on the same day."
"I'd say there are new useful features that will definitely help us as we do more development in the near future."
"I have used other ticketing systems and they have not been as solid as ConnectWise."
"We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another."
"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."
"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."
"We are able to use our ticket system to track any remediation of a device stored in our configurations."
"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."
"I've talked to other MSP owners and I still have the opinion that it's the best solution out there."
"It's a nice ticketing system."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"CA Technologies support is excellent."
"The ability to add Additional Information Screens on the fly."
"This is really easy solution to scale up and get get going to add new catalog items."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
 

Cons

"As a developer, I find Automation Anywhere's bot editor riddled with minor workflow issues that hinder productivity."
"The GUI needs to be improved."
"AA sometimes poses compatibility problems with new web browser versions like Chrome."
"AI would enable improved automation and faster training times that would be reduced from one month to one week."
"We want to have greater control on deciding when we want to upgrade to a newer version"
"We have found that the passwords are not very stable in terms of their accuracy. We could only get 70 percent accuracy in these cases. Our clients require more accurate results. We are working toward this."
"Currently, Automation Anywhere's debugging functionality is minimal."
"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"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."
"The cloud platform has some slow days, which is an issue."
"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."
"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."
"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."
"ConnectWise PSA’s graphical interface is a little old."
"We had a lot of issues with non-Windows servers during implementation."
"Flexibility to customize."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Importing data with relations is difficult and could be better."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
 

Pricing and Cost Advice

"Its cost is good."
"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."
"The enterprise version is expensive for small businesses and individual users."
"We have a few licenses. They cost roughly $10,000 each."
"We have seen ROI in terms of cost and time with a couple of our projects."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"We're paying $940 a month for 14 users."
"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."
"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."
"There are some different add-ons and benefits that are optional and come at an additional cost."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Construction Company
17%
Financial Services Firm
9%
Performing Arts
9%
Outsourcing Company
8%
Construction Company
21%
Outsourcing Company
10%
Comms Service Provider
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business18
Midsize Enterprise3
Large Enterprise1
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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 p...
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 ...
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 sys...
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
ConnectWise Manage
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
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
Oakwood Systems Group
Find out what your peers are saying about ConnectWise PSA vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.