What users are saying about
Top Rated
244 Ratings
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Top Rated
360 Ratings
Top Rated
244 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.6 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 Manage

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time
Alissa Levanway | 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

Incident and problem management

ConnectWise Manage
7.2
Jira Service Desk
8.9
Organize and prioritize service tickets
ConnectWise Manage
7.4
Jira Service Desk
8.9
Expert directory
ConnectWise Manage
7.3
Jira Service Desk
9.0
Subscription-based notifications
ConnectWise Manage
6.6
Jira Service Desk
10.0
ITSM collaboration and documentation
ConnectWise Manage
6.2
Jira Service Desk
8.2
Ticket creation and submission
ConnectWise Manage
7.9
Jira Service Desk
Ticket response
ConnectWise Manage
8.0
Jira Service Desk
Service restoration
ConnectWise Manage
Jira Service Desk
9.5
Self-service tools
ConnectWise Manage
Jira Service Desk
8.3
ITSM reports and dashboards
ConnectWise Manage
Jira Service Desk
8.5

Self Help Community

ConnectWise Manage
6.3
Jira Service Desk
External knowledge base
ConnectWise Manage
6.6
Jira Service Desk
Internal knowledge base
ConnectWise Manage
6.0
Jira Service Desk

Multi-Channel Help

ConnectWise Manage
5.8
Jira Service Desk
Customer portal
ConnectWise Manage
6.9
Jira Service Desk
IVR
ConnectWise Manage
4.2
Jira Service Desk
Social integration
ConnectWise Manage
4.0
Jira Service Desk
Email support
ConnectWise Manage
6.5
Jira Service Desk
Help Desk CRM integration
ConnectWise Manage
7.5
Jira Service Desk

ITSM asset management

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

Change management

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

Pros

ConnectWise Manage

  • Manage's GUI is fantastic and easy to use.
  • Makes it very simple to create support tickets and organize them.
  • The different boards in Manage are what really make this product great.
  • Being able to lay everything out and easily organize to our liking is a huge plus!
  • Being customer friendly is another aspect I like.
  • The portal is easy to setup and easy for clients to use.
  • We use this feature heavily as an MSP.
John Trevino | 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 Manage

  • The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
  • More customization would be great especially in the PO emails.
  • The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
  • The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
Sebastian Abbinanti | 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 Manage

ConnectWise Manage 10.0
Based on 23 answers
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
Delano Collins | 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 Manage

ConnectWise Manage 8.0
Based on 15 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
Wes Jensen | 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

Reliability and Availability

ConnectWise Manage

ConnectWise Manage 9.1
Based on 3 answers
We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.
Farrell Lusher | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Performance

ConnectWise Manage

ConnectWise Manage 8.1
Based on 6 answers
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
David Pavuk | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Manage

ConnectWise Manage 2.8
Based on 12 answers
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
Jennifer Henney | 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 Manage

ConnectWise Manage 6.2
Based on 7 answers
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.
Graham Green | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Manage

ConnectWise Manage 1.0
Based on 3 answers
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction)
Delano Collins | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Manage

Our business was formed through the relationship between two separate business owners, one who utilized Labtech RMM products only and myself who had used the Solarwinds RMM product and eventually their Service Desk product. One look at Connectwise manage showed that it was a significantly more developed product at the time, something that would stack up well with the likes of AutoTask. It was an easy decision to transition to the Connectwise line of products and operate in a cohesive environment supported by a single vendor. As we move forward, we are excited to bring on other products that integrate into the Automate product, allowing us to offer additional services to our customers that can be managed and monitored in one location.
Daryn O'Shea | 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

Scalability

ConnectWise Manage

ConnectWise Manage 8.0
Based on 6 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
Nicolas Poague | TrustRadius Reviewer

Jira Service Desk

No score
No answers yet
No answers on this topic

Return on Investment

ConnectWise Manage

  • ConnectWise has contributed to being more accurate with our Engineers time keeping. Being able to track everything to very granular detail has been beneficial.
  • Pre-planning and recurring service tickets for companies has been a big benefit as well. Love being able to set it and forget it.
  • Having more options on time entries has allowed our Field Engineers to become more granular with the time spent on site. It has allowed us to capture more follow up opportunities to get back in front of the Client to show them.
Carson Hagan, ITILv3 | 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 Manage

General

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

ConnectWise Manage 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 Manage
7.0
Jira Service Desk
8.5

Likelihood to Renew

ConnectWise Manage
10.0
Jira Service Desk
10.0

Usability

ConnectWise Manage
8.0
Jira Service Desk
9.5

Reliability and Availability

ConnectWise Manage
9.1
Jira Service Desk

Performance

ConnectWise Manage
8.1
Jira Service Desk

Support Rating

ConnectWise Manage
2.8
Jira Service Desk
8.6

Online Training

ConnectWise Manage
6.2
Jira Service Desk

Implementation Rating

ConnectWise Manage
1.0
Jira Service Desk

Scalability

ConnectWise Manage
8.0
Jira Service Desk

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