We performed a comparison between ConnectWise PSA and ServiceNow 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."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."
"The most valuable feature is the management of projects from start to finish."
"The initial setup isn't too difficult."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"Contains every feature that a VAR or MSP would want."
"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 search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"Remote access is most valuable."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"The workflow makes things extremely efficient and it improves effectiveness."
"Very good incident management, chain management and problem management features."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The custom reporting needs to be improved."
"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."
"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 speed could be better, and the reporting could be a lot better."
"ConnectWise PSA’s graphical interface is a little old."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"The visuals are the one area where there is opportunity for improvement."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"If you have advanced questions, technical support often doesn't know the answer."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. ConnectWise PSA is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ConnectWise PSA is most compared with Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus, Kaseya BMS and Zendesk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our ConnectWise PSA vs. ServiceNow report.
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