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."The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"The platform is easy to use."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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."
"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."
"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."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The product has been pretty stable so far."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"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."
"We used ServiceNow for change management, release management, and event management."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"I like that it's always up and running."
"The custom reporting needs to be improved."
"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."
"ConnectWise PSA’s graphical interface is a little old."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"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."
"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."
"The solution’s user interface could be improved and given a better design."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"The solution could improve by being more stable."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"ServiceNow doesn't cater to the Middle Eastern market."
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, Kaseya BMS, ManageEngine ServiceDesk Plus 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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