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."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."
"It's a nice ticketing system."
"The product has been pretty stable so far."
"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."
"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."
"The most valuable feature is the management of projects from start to finish."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The solution has very good automation tools."
"The solution integrates well with other products."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"It's actually easy to understand."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"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."
"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."
"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 tracking inventory or the way it tracks the products 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."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"It needs to be easier to share tickets between users who need to work together."
"The speed could be better, and the reporting could be a lot better."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"The Express edition does not allow the option for scripting."
"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."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"Integration capabilities can improve."
"ServiceNow's mobile app should be seamless and it is not right now."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
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, Appian and IBM Maximo. See our ConnectWise PSA vs. ServiceNow report.
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