Zendesk Suite vs ConnectWise PSA
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.3 / 5
3.7 / 5
Value for Money
4.2 / 5
3.8 / 5
Customer Support
4.3 / 5
3.7 / 5
Functionality
4.4 / 5
4.1 / 5
Last Review Written
October 4, 2024
September 20, 2024
Pros/Cons
Pros
- I liked the standardization of different support metrics. The CSAT is pretty good and APIs are very useful.
- I like how easy anyone can be trained to use this, making sure clients are taken care of is a huge priority so this is a wonderful platform for that.
- Best feature is the integration with other tools like Jira. Also real time notifications on emails make it handy to get great response time and the tracking of the ticket becomes very easy.
Cons
- We never had support on issues, lost clients, lost statistics, etc. But when payment is due, then they sent many emails.
- The alert sound is as bad as one could sound and the lack of some useful features proved a NO GO! for me.
- Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it.
Pros
- Features are great like service board and scheduling. I like the ability to send my PO’s directly from the software.
- We used a consultant to help us get going, which was a godsend. If you're looking at this product, get a consultant to help you through implementation.
- I love connectwise for IT helpdesk because there are so many ways to interact with the software. It provides the ability to look up customers fast, start tickets fast and resolve them quickly.
Cons
- ConnectWise is a horrible company and has mediocre products.
- The sales team had no sense of ethics and resorted to lying in order to make a sale. If ignoring the deplorable ethics of the company, the product itself has innumerable flaws.
- Poor interface clunky and over complicated for simple tasks easy to mess up and limited connectivity with other programs no simple tools like calendar reminders alarms etc.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2023
FrontRunners
2024
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
7 Recommendations
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
