Top Rated
136 Ratings
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Score 7.9 out of 100
Top Rated
387 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

ConnectWise Automate

We heavily rely on it's automation and ability to run script for pushing additional tools and fixes to client end points. However, creating scripts is not particularly intuitive. We have only 1 person on staff that can setup scripts, and we have to use an outside vendor for more advanced work. We recently started using AutoElevate to handle UAC, and we have a script that allows us to push it to new client end points easily.
Erik Metzler | TrustRadius Reviewer

Jira Service Management (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
8.4
Jira Service Management (Jira Service Desk)
Remote monitoring
ConnectWise Automate
8.5
Jira Service Management (Jira Service Desk)
Network device monitoring
ConnectWise Automate
7.6
Jira Service Management (Jira Service Desk)
Multiple Server Monitoring
ConnectWise Automate
8.7
Jira Service Management (Jira Service Desk)
Multi-device monitoring
ConnectWise Automate
8.7
Jira Service Management (Jira Service Desk)
Automated alerts and notifications
ConnectWise Automate
8.6
Jira Service Management (Jira Service Desk)

Management Tasks

ConnectWise Automate
8.3
Jira Service Management (Jira Service Desk)
Patch Management
ConnectWise Automate
8.2
Jira Service Management (Jira Service Desk)
Service configuration management
ConnectWise Automate
8.2
Jira Service Management (Jira Service Desk)
Software and hardware inventory
ConnectWise Automate
8.7
Jira Service Management (Jira Service Desk)
Policy-based automation
ConnectWise Automate
8.0
Jira Service Management (Jira Service Desk)

Reporting

ConnectWise Automate
7.8
Jira Service Management (Jira Service Desk)
Performance data reports
ConnectWise Automate
8.3
Jira Service Management (Jira Service Desk)
Customizable reporting
ConnectWise Automate
8.5
Jira Service Management (Jira Service Desk)
Data visualization
ConnectWise Automate
7.7
Jira Service Management (Jira Service Desk)
Risk analysis
ConnectWise Automate
6.8
Jira Service Management (Jira Service Desk)

Security

ConnectWise Automate
7.8
Jira Service Management (Jira Service Desk)
Data backup and recovery
ConnectWise Automate
6.8
Jira Service Management (Jira Service Desk)
Antivirus and malware management
ConnectWise Automate
8.0
Jira Service Management (Jira Service Desk)
Adinistraor access control
ConnectWise Automate
8.8
Jira Service Management (Jira Service Desk)

Incident and problem management

ConnectWise Automate
Jira Service Management (Jira Service Desk)
8.9
Organize and prioritize service tickets
ConnectWise Automate
Jira Service Management (Jira Service Desk)
8.9
Expert directory
ConnectWise Automate
Jira Service Management (Jira Service Desk)
9.0
Service restoration
ConnectWise Automate
Jira Service Management (Jira Service Desk)
9.5
Self-service tools
ConnectWise Automate
Jira Service Management (Jira Service Desk)
8.3
Subscription-based notifications
ConnectWise Automate
Jira Service Management (Jira Service Desk)
10.0
ITSM collaboration and documentation
ConnectWise Automate
Jira Service Management (Jira Service Desk)
8.3
ITSM reports and dashboards
ConnectWise Automate
Jira Service Management (Jira Service Desk)
8.6

ITSM asset management

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

Change management

ConnectWise Automate
Jira Service Management (Jira Service Desk)
7.6
Change requests repository
ConnectWise Automate
Jira Service Management (Jira Service Desk)
8.1
Change calendar
ConnectWise Automate
Jira Service Management (Jira Service Desk)
6.5
Service-level management
ConnectWise Automate
Jira Service Management (Jira Service Desk)
8.4

Pros

ConnectWise Automate

  • Desktop sharing / view with chat to the operator, file sharing and pass-through for keyboard strokes
  • Computer/server monitoring with thresholds and warning
  • Search - tracking down computers when you have many by name, logged in user, IP
  • End user ticket raising is built into the tray icon which make access really easy
Anonymous | TrustRadius Reviewer

Jira Service Management (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

  • They have conflicting scheduling paradigms. When scheduling patching for clients, the 1st Friday is interpreted as the very first Friday of the month, even if this is the 1st of the month. For scripting, the 1st Friday of the month is interpreted as the 1st Friday of the 1st FULL WEEK of the month. This makes no sense to have two different interpretations, and makes it unreliable to schedule recurring scripts to fall when recurring maintenance does. The scripts need to be done manually because of this.
  • There is no way to dictate reboot orders for patch policies. This tied directly in with my first point. We have some clients that require reboot orders. This is not possible without having different patch policies for each server and specifying a time this way. But, there aren't small enough increments of time to make this reliable, plus patching duration might vary. Excluding reboots with patching and scheduling reboot scripts fixes this. However, this can't be done once on a recurring schedule due to the different scheduling paradigms already discussed. We have to schedule these manually each month.
Adam Friedli | TrustRadius Reviewer

Jira Service Management (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 Management (Jira Service Desk)

Jira Service Management (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 Management (Jira Service Desk)

Jira Service Management (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 8 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 Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Automate

ConnectWise Automate 8.2
Based on 26 answers
ConnectWise Automate lets you manage more endpoints, with enhanced productivity and improved service, all without increasing expenses.It can manage patches and updates across thousands of computers. We also use it for customized monitoring and alerting on workstations and servers. Monitoring is really robust and granular. It does a great job of gathering a TON of data about the network, and that data is searchable. There are a bunch of different reports built in. Integrates with Manage, Control, and other applications. It does a ton of stuff out of the box, and has endless customization options.
Asfer Bin Saleh | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.5
Based on 50 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Anonymous | 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 Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Automate

ConnectWise Automate 7.3
Based on 2 answers
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 Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Automate

The Continuum RMM is very simplistic in comparison to Automate. The scripting engine in Continuum doesn't compare at all with the scripting in Automate. Continuum has a single level of agent grouping (all agents for a client are in a single group). For clients that have 100's of endpoints across many locations this gets messy. In Automate, you can create 'sites' under each client and move systems into them to not only organize, but to allow running of scripts on those groups.Unlike Continuum, Automate allows you to dynamically add systems to groups. Each group can be configured to run certain scripts, perform tasks or monitor for something specific. An example would be servers with SQL server. You could add these to a group based on SQL being installed and then monitor for specific SQL related events. The remote control in Automate has proven to be much faster and more reliable than LogMeIn that is used in Continuum.
David Wertz, CHSP | TrustRadius Reviewer

Jira Service Management (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

  • We found we were able to provide good monitoring of our customers sites which was an objective. However, that came at a significant time investment that never seemed to be finished.
  • We were able to negotiate a price that worked for us for an up-front purchase which was nice.
  • We found the pricing to be very competitive.
  • Bottom line for us was despite the pros of the product, we found other RMM solutions to be a better overall "value" due to not having to dedicate technicians to maintaining the product.
Anonymous | TrustRadius Reviewer

Jira Service Management (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

Edition
Implementation Fee$700
Agents$1.00-$6.002
  1. per month/per agent
Additional Pricing Details

Jira Service Management (Jira Service Desk)

General

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

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ConnectWise Automate
8.5
Jira Service Management (Jira Service Desk)
8.6

Likelihood to Renew

ConnectWise Automate
8.0
Jira Service Management (Jira Service Desk)
10.0

Usability

ConnectWise Automate
3.2
Jira Service Management (Jira Service Desk)
9.5

Performance

ConnectWise Automate
3.0
Jira Service Management (Jira Service Desk)

Support Rating

ConnectWise Automate
8.2
Jira Service Management (Jira Service Desk)
8.5

Online Training

ConnectWise Automate
7.1
Jira Service Management (Jira Service Desk)

Implementation Rating

ConnectWise Automate
7.3
Jira Service Management (Jira Service Desk)

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