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ConnectWise PSA vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

ConnectWise PSA
Ranking in Help Desk Software
20th
Average Rating
8.2
Number of Reviews
20
Ranking in other categories
Business Management Software (1st), Professional Services Automation (PSA) (2nd)
JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (2nd)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ConnectWise PSA is 1.9%, up from 1.5% compared to the previous year. The mindshare of JIRA Service Management is 11.1%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

JonMcWilliams - PeerSpot reviewer
Jun 24, 2024
Very useful for ticketing and billing purposes
In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.
Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…

Quotes from Members

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

Pros

"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's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"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."
"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."
"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."
"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 most valuable feature is the management of projects from start to finish."
"The automations will really help the company by delegating work the way your company operates."
"The platform is easy to use."
"The most valuable features are the management tools."
"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."
"Reporting and easy export to Excel spreadsheets."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The customer portal with connection with our knowledge base has been most valuable."
 

Cons

"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."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The tracking inventory or the way it tracks the products is not very good."
"The custom reporting needs to be improved."
"The technical support of ConnectWise PSA is not very good."
"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 customizations in Jira could be improved by being simplified. They are currently very complex."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"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."
"The documentation needs improving, it's difficult to find specific procedures."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"The interface could always be updated and improved."
"The solution should be more formalized. It could be more user-friendly."
 

Pricing and Cost Advice

"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."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"The pricing of ConnectWise Manage is reasonable."
"We're paying $940 a month for 14 users."
"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."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"The pricing is free for us because we are an associate partner for the product."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
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Top Industries

By visitors reading reviews
Computer Software Company
29%
Financial Services Firm
7%
Comms Service Provider
5%
Manufacturing Company
5%
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?
In our case, the solution is priced out by the user we have in the system. 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 p...
What needs improvement with ConnectWise Manage?
The technical support of ConnectWise PSA is not very good.
What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
 

Also Known As

ConnectWise Manage
JIRA Service Desk
 

Overview

 

Sample Customers

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
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about ConnectWise PSA vs. JIRA Service Management and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.