What users are saying about
Top Rated
120 Ratings
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Top Rated
360 Ratings
Top Rated
120 Ratings
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Score 8.7 out of 100

Jira Service Desk

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Top Rated
360 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

ConnectWise Automate

ConnectWise Automate is a fantastic platform for managing multiple clients, and I feel this is why it was created in the first place. I have ready complaints about certain components and behaviors in the past online. However, it appears they have fixed these issues in later versions as we have not experienced them. It also has competitive pricing for RMM's for MSP's to use. It could also be used for a single company to manage their environment, but I don't think it was meant for this. There might be other options that are more cost effective, especially if a single company doesn't have hundreds of machines to manage or more.
Adam Friedli | TrustRadius Reviewer

Jira Service Desk

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

ConnectWise Automate
8.8
Jira Service Desk
Remote monitoring
ConnectWise Automate
9.3
Jira Service Desk
Network device monitoring
ConnectWise Automate
7.5
Jira Service Desk
Multiple Server Monitoring
ConnectWise Automate
9.4
Jira Service Desk
Multi-device monitoring
ConnectWise Automate
9.1
Jira Service Desk
Automated alerts and notifications
ConnectWise Automate
9.0
Jira Service Desk

Management Tasks

ConnectWise Automate
8.8
Jira Service Desk
Patch Management
ConnectWise Automate
8.9
Jira Service Desk
Service configuration management
ConnectWise Automate
8.7
Jira Service Desk
Software and hardware inventory
ConnectWise Automate
8.9
Jira Service Desk
Policy-based automation
ConnectWise Automate
8.6
Jira Service Desk

Reporting

ConnectWise Automate
7.6
Jira Service Desk
Performance data reports
ConnectWise Automate
8.3
Jira Service Desk
Customizable reporting
ConnectWise Automate
8.2
Jira Service Desk
Data visualization
ConnectWise Automate
7.5
Jira Service Desk
Risk analysis
ConnectWise Automate
6.5
Jira Service Desk

Security

ConnectWise Automate
8.3
Jira Service Desk
Data backup and recovery
ConnectWise Automate
7.4
Jira Service Desk
Antivirus and malware management
ConnectWise Automate
8.6
Jira Service Desk
Adinistraor access control
ConnectWise Automate
9.0
Jira Service Desk

Incident and problem management

ConnectWise Automate
Jira Service Desk
8.9
Organize and prioritize service tickets
ConnectWise Automate
Jira Service Desk
8.9
Expert directory
ConnectWise Automate
Jira Service Desk
9.0
Service restoration
ConnectWise Automate
Jira Service Desk
9.5
Self-service tools
ConnectWise Automate
Jira Service Desk
8.3
Subscription-based notifications
ConnectWise Automate
Jira Service Desk
10.0
ITSM collaboration and documentation
ConnectWise Automate
Jira Service Desk
8.2
ITSM reports and dashboards
ConnectWise Automate
Jira Service Desk
8.5

ITSM asset management

ConnectWise Automate
Jira Service Desk
10.0
Configuration mangement
ConnectWise Automate
Jira Service Desk
10.0
Asset management dashboard
ConnectWise Automate
Jira Service Desk
10.0
Policy and contract enforcement
ConnectWise Automate
Jira Service Desk
10.0

Change management

ConnectWise Automate
Jira Service Desk
7.6
Change requests repository
ConnectWise Automate
Jira Service Desk
8.0
Change calendar
ConnectWise Automate
Jira Service Desk
6.5
Service-level management
ConnectWise Automate
Jira Service Desk
8.3

Pros

ConnectWise Automate

  • It includes a ticketing system using workflow automation, SLA, as well as performance monitoring and access tickets from mobile devices.
  • Dashboards of the tool show overviews and detailed explanations of KPIs. Your business can also use the custom report writer to generate reports on whatever issue you want.
  • You can use ConnectWise to automate the range of ITIL process, such as: incident management, availability management, change management, service reporting, service-level management, service asset and configuration management, request management, and knowledge management.
Asfer Bin Saleh | TrustRadius Reviewer

Jira Service Desk

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | TrustRadius Reviewer

Cons

ConnectWise Automate

  • The biggest issue for Automate is their support. They seem to be completely overwhelmed. Chat support for simple questions can be anywhere from 30 to 60 minutes in the queue. Then when you are connected they are doing little more than creating a ticket that will take days to hear back from them.
  • Patching. The documentation and advice from our implementation person do not match reality. The process of denying a patch is documented, but doesn't work. We were unable to block certain patches from being distributed until we spoke to a specialist about it. He couldn't explain the mis-matched documentation.
  • Speed. Using the Automate client is painfully slow. Very sluggish and non-responsive at times.
David Wertz, CHSP | TrustRadius Reviewer

Jira Service Desk

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Automate

ConnectWise Automate 8.0
Based on 3 answers
Support and the Speed of supporting the latest technology is the main reason for not giving this a 10. But the product is powerful and flexible. The best way that I can sum it up is "You can get out of it what you put in to it"
Jack Skinner | TrustRadius Reviewer

Jira Service Desk

Jira Service Desk 10.0
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
Anonymous | TrustRadius Reviewer

Usability

ConnectWise Automate

ConnectWise Automate 3.2
Based on 3 answers
The UI is pretty confusing. There are Right-clicks, ctrl+clicks, Shift clicks, it's all very convoluted. With the latest gussying up, it's now arguably prettier, but very slow... I dread using it now...
Scott Sanford | TrustRadius Reviewer

Jira Service Desk

Jira Service Desk 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Mhatet Ramos | TrustRadius Reviewer

Performance

ConnectWise Automate

ConnectWise Automate 3.0
Based on 4 answers
It used to be great, but then they broke reporting, speed and responsiveness with version 11 and the new Patch Manager. It's really bad and their support people are way behind on fixing so many bugs. They have really gone downhill. If they don't get it together soon, we'll start looking around.
Ian Hansen | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Automate

ConnectWise Automate 8.0
Based on 14 answers
Most of the time their support is good for smaller things. They have a chat assist which is a nice function. When you run into a larger issue or an issue with an integration the support becomes less reliable and inconsistent. Generally your wait time on chat is under 5 minutes.
Anonymous | TrustRadius Reviewer

Jira Service Desk

Jira Service Desk 8.6
Based on 27 answers
Atlassian support is pretty thin and transactional - when we have issues, we know we're just putting our issue in the hopper and hoping it gets looked at. Most support seems to happen in another time zone, so it's typical for us to log an issue with their support team and not hear back until somewhere in the middle of the night.
Glenn Burnside | TrustRadius Reviewer

Online Training

ConnectWise Automate

ConnectWise Automate 7.1
Based on 2 answers
LabTech online training is very very thorough in training and helping individuals understand the theory and practical side of using a Remote Monitoring & Management. The training has multiple methods of explaining each section which helps to re-enforce everything about the Training Modules. I have had some Engineers lose their interest after a number of modules because they said that it was too much, that was too similar. I've found that the training is tailored towards a technical background but the Sales training does help NON technical individuals familiarize themselves with the Remote Monitoring and Management components and how it relates to Managed Services.
Carson Hagan, ITILv3 | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Automate

ConnectWise Automate 7.3
Based on 1 answer
Start small and learn the in's and out's before making policies and rolling things out company wide. Ask the questions of why if you don't agree with something or your company does things a different way. Usually they are done a certain way for a reason. Start simple with roll out and slowly enable or add on the functionality that is needed.
Jack Skinner | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Automate

We prefer Automate to Kaseya for the customization, scripting and the third party integration.However, we prefer Continuum to Automate for how much time we freed up. We no longer have to maintain Automate services, integrations, etc. We also have reduced our ticket noise by 70%. This fact alone makes Continuum our favorite.
Anonymous | TrustRadius Reviewer

Jira Service Desk

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Return on Investment

ConnectWise Automate

  • Because using the program is at a very low cost, I have the ability to service any client and provide training to any client if they have a computer.
  • Saves travel time and expenses associated with travel to support/train clients. Also can be done at any time of day because of continual access.
  • Gives the client peace of mind to know that I can access and fix an issue with a workstation any time of the day, weekends, evenings when they are not available etc.
Catherine Zuniga | TrustRadius Reviewer

Jira Service Desk

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

ConnectWise Automate

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ConnectWise Automate Editions & Modules

Additional Pricing Details

Jira Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Jira Service Desk Editions & Modules

Edition
Small Teams$101
Growing teams$202
Large teamsDiscount3
  1. per agent for up to 3 agents
  2. per agent per month for 4-15 agents
  3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator

Rating Summary

Likelihood to Recommend

ConnectWise Automate
8.8
Jira Service Desk
8.5

Likelihood to Renew

ConnectWise Automate
8.0
Jira Service Desk
10.0

Usability

ConnectWise Automate
3.2
Jira Service Desk
9.5

Performance

ConnectWise Automate
3.0
Jira Service Desk

Support Rating

ConnectWise Automate
8.0
Jira Service Desk
8.6

Online Training

ConnectWise Automate
7.1
Jira Service Desk

Implementation Rating

ConnectWise Automate
7.3
Jira Service Desk

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