Can be difficult to learn and is not very intuitive. Its got so many options that are organized, but very scattered.

I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users.

Anyway, I love the team at CW. The product is a must, but you have to invest yourself fully.

Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind.

I love how it ties with Quickbooks, makes transferring invoices and data so easy. Also great that it is so multi functional.

As far as my use of the software, I am overall satisfied. It does everything it needs to do.

They literally just churn you out and get the next lot of sheep in. Sales team lied about how it would interact and sync with Xero.

The end of the ady when i can log out of Connectwise. The Contract part and some automation is good.

Asset and configuration and contact addition is great.

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.

ConnectWise is a horrible company and has mediocre products.

Now with Thoma Bravo investing it's a flip house - extract value, sell or go public. Now it's about Shareholder return, before it was about the shareholder return tired to the user experience.

Easy to use this software i recommend to everybody.

The cost of the software is rather high entry barrier.

As an integrated PSA / Billing System / Ticketing System it functions great. In comparison to the other products in it's space it's light years beyond in functionality and usage.

The back end of this software can be a bit confusing and hard to manage.

It's strong suits are ticketing, configuration tracking, and large of integrations. CW is one of the largest PSAs out there in the MSP world and they are stil here for a reason.

I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company.

Features are great like service board and scheduling. I like the ability to send my PO’s directly from the software.

This software is very powerful and a great all in one tool for managing marketing, contracts, customer service, and all other sales functions.

Updates continue to break / loose our work rules and we continue to have to update/ reenter them. Can be very frustrating and time consuming.

Connectwise provides a level of customer service that you just can't find anywhere else. It is super easy to get a hold of them and 9/10 times they have the exact answer you are looking for.

ConnectWise support has always been great for me, with helpful, quick responses.

Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using.

We have saved a lot of time and have increased logged tickets and time for clients.

The report writer is a bit complicated, also the integration between quickbooks and connectwise gets a bit confusing.

The UI, the customer service, everything truthfully including their training which is the worst I have had to endure.

The ease of use and ability to locate the data you're looking for quickly is great. It's been a great tool for us.

If your issue is related to reporting whatsoever they will refuse to assist. Then there is the high cost to it and the lockin.

Tracking customer assets and reminding you when renewals are due are awesome. The  flexibility to run client and internal reports are very good.

It's very intuitive and allows for powerful job costing. The software allows for simple project management and greatly enhances project workflow.

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.

Support from connectwise is poor and got worst when opened their uk office. Been using CW for 6 years.

I really like the amount of integration and the ability to organize objects nicely. I think the dev team is heading in a good direction.

It does a good job as a centerpiece to all of the other software. It excels at letting ticket management be as detailed as you could possibly want.

Using ConnectWise can be very confusing if you don't train on it for at least a few weeks.

Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.

When there are large about of mini-tasks some of them can get lost. Unable to merge issues to another project.

Good app for tracking tickets and issues quick and responsive. Love how can you customize the whole dashboard.

UI is clean and user friendly (customizable to a sensible extent). Contains useful metrics that are easy to configure and gain reports from.

Jira helped us with good data. We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.

We've loved using Service Desk as it has filled a need that we have had on our team for a while and allows us to stay within the Jira suite of tools.

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market.

For our use case, we have seen the power of exposing API endpoints, setting up user guides, and onboarding documentation that is easily and quickly available for those who need to consume it.

I am really satisfied with Jira Service desk, now my customer incidents are in order and easy to track.

Good for starting, when you increase complexity you need to mode to a different solution.

So easy customized and really helpful for improvement working process. Very recommended to using this.

Confusing settings requirements for some user modifications needs (esp. where mapping/editing workflow schemes are concerned).

Given the time and money, I'd say it could be great if I implemented it myself.

A great product at a reasonable price point. This review is for the Cloud version.).

The Service Management tool for Atlassian is a great option for medium to large teams. One of my favorite things about this is the customizable options for all areas of the tool.

Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.

The tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.

I like the notifications when tasks are assigned or completed. It's a good motivator when you see your sprint completed.

No advanced roadmaps (premium feature) in next gen projects. Automations are bad, tickets custom fields are sometimes not uderstood by the automation.

I do not work directly on the systems team so on the side of requesting ticketing, I have yet to find a negative part of this software.

Perfect for tracking your daily and weekly tasks. Great to work with in a team project.

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it.

I feel confident that our systems team will be able to effectively take care of our requests without the hassle from having to coordinate emails.

We love how it integrates with our our project tracking and documentation tools: Jira and Confluence. The price jump from 3 agents to 4 is substantial.

Tool does its job with facilitating the issue management and reporting process. Ability to upload related documents, comment, and track statuses through resolution.

I most like Jira because it has given our office the ability to prioritize needed projects from team members.

Easy tracking and escalation is enable where the support teams can track and provide resolution by prioritizing the service requests.

The front end UI for customers/users is really straight forward. The integration with active directory has been helpful for user access too.

Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

US Dollar

ConnectWise PSA (formerly ConnectWise Manage) is a managed service provider (MSP) solution that caters to businesses of all sizes across various industries such as marketing and advertising, finance, sales, hospitality and more. Key features include backup management, patch management, project management, invoicing, a built-in dashboard and scheduling.


ConnectWise PSA helps users manage customer service agreements, automate recurring invoices and document agreements in a central storage location. The solution also enables users to keep track of their clients’ infrastructure via parameters such as configurations, serial numbers, warranties and more.


Additionally, ConnectWise allows users to identify and resolve issues remotely and supports integration with various third-party applications such as Acronis, Cisco, Webroot and more. The solution can either be deployed on-premise or hosted in the cloud and also offers users mobile applications for iOS and Android devices.


Support is available via phone, email and online live chat.



LongDescription

Support Ticket Management

Real Time Analytics

Status Tracking

Billable Items Tracking

Project Templates

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

IT Asset Management

Progress Tracking

Contract/License Management

License Management

Active Directory Integration

SSL Security

Change Management

Single Sign On

Invoice Management

Timesheet Management

Project Management

Approval Process Control

Projections

Knowledge Management

Customer Database

Resource Management

Collaboration Tools

Automated Routing

Call Center Management

Scheduling

Data Import/Export

Resource Allocation & Planning

Problem Management

Self Service Portal

Remote Monitoring & Management

Help Desk Management

Audit Trail

Configurable Workflow

Project Time Tracking

Dashboard Creation

Capacity Management

Real Time Data

Performance Metrics

Service Catalog

Issue Management

Configuration Management

Support Ticket Tracking

Role-Based Permissions

Client Portal

Real-Time Notifications

Workflow Management

Real-Time Updates

Email Management

Ticket Management

Asset Tracking

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Network Monitoring

Data Visualization

Time & Expense Tracking

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Availability Management

Billing & Invoicing

Interaction Tracking

Dashboard

Expense Tracking

Patch Management

Audit Management

Alerts/Escalation

Real Time Reporting

Customizable Branding

Asset Lifecycle Management

Automatic Backup

Reporting/Analytics

Monitoring

Prioritization

Remote Access/Control

Incident Management

Backup and Recovery

Summary Reports

IT Asset Tracking

Quotes/Estimates

Drag & Drop

Issue Auditing

Third-Party Integrations

Maintenance Scheduling

Task Management

Live Chat

Document Management

Inventory Management

Mac OS

Linux

Web browser (OS agnostic)

Windows 10

Contact sales for a quote. Sales@Connectwise.com

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

ConnectWise PSA

In Person

Live Online

Webinars

Documentation

Videos

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. 


IT is in the midst of rapid transformation to build capabilities that enable quick delivery of great services while managing cost and risk. But old ways of working constrain progress. Rigid processes limit team agility. Disparate, disconnected tools interrupt the flow of information and hinder good decision-making. With Jira Service Management, teams can: 


- Manage work across teams on one platform 


- Enable employees and customers to quickly get the help they need with a self-service portal


- Respond, resolve and continuously learn from incidents


- Innovate faster with automated change risk assessments, advanced approval workflows


- Gain visibility into infrastructure and understand service dependencies


- Set up advanced SLA metrics and report on performance in real-time


- Configure automated rules so users can streamline repetitive tasks and agents can get more done


With over 1000+ integrations on Atlassian Marketplace, including CircleCI, Jenkins, AWS, and more, Jira Service Management can be easily customized to fit any team’s needs.

Commenting/Notes

Real-Time Analytics

Surveys & Feedback

Email Alerts

Customer Segmentation

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

Rules-Based Workflow

Procurement Management

Supports Agile

Customizable Fields

Assignment Management

Mobile Access

Cost Tracking

Free for up to 3 agents
7 day free trial of paid plans
Standard: 4-15 agents for $20/agent/month, 16+ agents at discounted price
Premium: 4-15 agents for $45/agent/month, 16+ agents at discounted price
Enterprise plans are also available, billed annually.

ConnectWise PSA vs JIRA Service Management

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