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ConnectWise PSA vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Valuable Features

No sentiment score available
Sentiment score
8.2
JIRA Service Management enhances task management with customization, automation, collaboration, and comprehensive reporting for small to mid-size organizations.
 

Room For Improvement

No sentiment score available
Sentiment score
4.4
JIRA Service Management needs improvements in integration, customization, user experience, and affordability to better serve large organizations.
 

Stability Issues

No sentiment score available
Sentiment score
8.3
JIRA Service Management is stable and reliable, with minimal issues, consistently rated high for efficient project handling.
 

Scalability Issues

No sentiment score available
Sentiment score
7.9
JIRA Service Management is flexible and scalable, meeting diverse needs, though large deployments may require better infrastructure or licenses.
 

Customer Service

No sentiment score available
Sentiment score
6.8
JIRA Service Management receives mixed reviews for customer support, praised for responsiveness but hampered by time zone delays.
 

Setup Cost

No sentiment score available
Sentiment score
5.8
JIRA Service Management offers competitive pricing starting at $10-$25 per user, with volume discounts but potential cost increases.
 

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
6.9
Number of Reviews
79
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
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
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
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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.
816,406 professionals have used our research since 2012.