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."It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The initial setup isn't too difficult."
"The product has been pretty stable so far."
"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 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."
"It's a nice ticketing system."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The most valuable feature is the management of projects from start to finish."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"It makes the IT department more transparent and helps the employees."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The dashboards in Jira have been the most useful feature."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"I think one of the most valuable things is that it's all integrated."
"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 needs to be easier to share tickets between users who need to work together."
"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."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"ConnectWise PSA’s graphical interface is a little old."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JIRA Service Management could include more AI features."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"This solution lacks features for project management."
"The pricing could be better."
"Integration could be improved."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
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, Kaseya BMS, ManageEngine ServiceDesk Plus and Zendesk, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our ConnectWise PSA vs. JIRA Service Management report.
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