What users are saying about
Top Rated
331 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 331 reviews and ratings
483 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 483 reviews and ratings
Feature Set Ratings
- Jira Service Management (Jira Service Desk) ranks higher in 1 feature set: Incident and problem management
Incident and problem management

7.9
ConnectWise Manage
79%

9.0
Jira Service Management (Jira Service Desk)
90%
Jira Service Management (Jira Service Desk) ranks higher in 7/9 features
Jira Service Management (Jira Service Desk) ranks higher in 7/9 features
Organize and prioritize service tickets

8.2
82%
79 Ratings

9.1
91%
78 Ratings
Expert directory

7.4
74%
45 Ratings

9.0
90%
2 Ratings
Subscription-based notifications

7.5
75%
52 Ratings

10.0
100%
1 Rating
ITSM collaboration and documentation

8.0
80%
59 Ratings

8.9
89%
65 Ratings
Ticket creation and submission

7.9
79%
79 Ratings

N/A
0 Ratings
Ticket response

8.3
83%
78 Ratings

N/A
0 Ratings
Service restoration

N/A
0 Ratings

9.5
95%
2 Ratings
Self-service tools

N/A
0 Ratings

8.1
81%
72 Ratings
ITSM reports and dashboards

N/A
0 Ratings

8.2
82%
66 Ratings
Self Help Community

7.8
ConnectWise Manage
78%

Jira Service Management (Jira Service Desk)
Feature Set Not Supported
N/A
ConnectWise Manage ranks higher in 2/2 features
ConnectWise Manage ranks higher in 2/2 features
External knowledge base

8.4
84%
60 Ratings

N/A
0 Ratings
Internal knowledge base

7.2
72%
70 Ratings

N/A
0 Ratings
Multi-Channel Help

7.7
ConnectWise Manage
77%

Jira Service Management (Jira Service Desk)
Feature Set Not Supported
N/A
ConnectWise Manage ranks higher in 5/5 features
ConnectWise Manage ranks higher in 5/5 features
Customer portal

7.3
73%
71 Ratings

N/A
0 Ratings
IVR

8.9
89%
18 Ratings

N/A
0 Ratings
Social integration

7.1
71%
25 Ratings

N/A
0 Ratings
Email support

7.9
79%
71 Ratings

N/A
0 Ratings
Help Desk CRM integration

7.3
73%
67 Ratings

N/A
0 Ratings
ITSM asset management

ConnectWise Manage
Feature Set Not Supported
N/A

10.0
Jira Service Management (Jira Service Desk)
100%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Configuration mangement

N/A
0 Ratings

10.0
100%
1 Rating
Asset management dashboard

N/A
0 Ratings

10.0
100%
1 Rating
Policy and contract enforcement

N/A
0 Ratings

10.0
100%
1 Rating
Change management

ConnectWise Manage
Feature Set Not Supported
N/A

8.0
Jira Service Management (Jira Service Desk)
80%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Change requests repository

N/A
0 Ratings

8.7
87%
67 Ratings
Change calendar

N/A
0 Ratings

6.5
65%
2 Ratings
Service-level management

N/A
0 Ratings

8.9
89%
71 Ratings
Attribute Ratings
- Jira Service Management (Jira Service Desk) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating
Likelihood to Recommend

7.1
ConnectWise Manage
71%
110 Ratings

9.0
Jira Service Management (Jira Service Desk)
90%
79 Ratings
Likelihood to Renew

4.7
ConnectWise Manage
47%
25 Ratings

10.0
Jira Service Management (Jira Service Desk)
100%
1 Rating
Usability

5.7
ConnectWise Manage
57%
25 Ratings

9.5
Jira Service Management (Jira Service Desk)
95%
2 Ratings
Availability

8.0
ConnectWise Manage
80%
7 Ratings

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
Performance

1.0
ConnectWise Manage
10%
13 Ratings

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
Support Rating

4.7
ConnectWise Manage
47%
32 Ratings

8.8
Jira Service Management (Jira Service Desk)
88%
48 Ratings
Online Training

5.0
ConnectWise Manage
50%
8 Ratings

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
Implementation Rating

1.0
ConnectWise Manage
10%
8 Ratings

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
Product Scalability

1.0
ConnectWise Manage
10%
7 Ratings

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
Likelihood to Recommend
ConnectWise Manage
I really enjoy ConnectWise, it is a massive step forward. The ability to see all departments working towards the same goal and having full visibility on account activity is massive to our business. Only some small tweaks would go a long way to making this even easier for sales managers to keep tabs on active prospects and lead generation.

Verified User
Consultant in Information Technology
Telecommunications Company, 11-50 employeesJira Service Management (Jira Service Desk)
It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
SME - Data Business Analyst
Neem Consulting LimitedResearch, 501-1000 employees
Pros
ConnectWise Manage
- Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
- Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
Purchasing Agent
CIO Solutions, LPInformation Technology and Services, 51-200 employees
Jira Service Management (Jira Service Desk)
- Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
- Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
- Allow multiple different entry points and work flows for as many different needs your teams / company have

Verified User
Manager in Engineering
Computer Software Company, 1001-5000 employeesCons
ConnectWise Manage
- I will say the calendar option needs a little bit of work.
- A calendar that looks more like lets say a Google Calendar would a nice feature.
- Better Knowledge base section.
- We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
- Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
- A better layout for reporting would also be something good to have.
- The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
Director of IT
W3ITComputer & Network Security, 1-10 employees
Jira Service Management (Jira Service Desk)
- Navigating through issues outside of a kan ban board can be confusing and task heavy.
- It's easy to clutter up the tool. It could use some easy clean up capabilities.
- User interface is decent, but could use work to make it more intuitive.

Verified User
Consultant in Human Resources
Management Consulting Company, 201-500 employeesPricing Details
ConnectWise Manage
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$35 Per Tech Per Month
ConnectWise Manage Editions & Modules
Edition
Subscription | $35.001 |
---|
- Per Tech Per Month
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
Starting Price
$0 per month
Jira Service Management (Jira Service Desk) Editions & Modules
Edition
Free | $01 |
---|---|
Standard | $202 |
Premium | $402 |
Enterprise | Contact sales team |
- per month
- per agent/per month
- none
Additional Pricing Details
—Likelihood to Renew
ConnectWise Manage
ConnectWise Manage 4.7
Based on 25 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.
Chief Information Officer
EDTS, LLCComputer & Network Security, 51-200 employees
Jira Service Management (Jira Service Desk)
Jira Service Management (Jira Service Desk) 10.0
Based on 1 answer
No answer on this topic is available.
Usability
ConnectWise Manage
ConnectWise Manage 5.7
Based on 25 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
Chief Anxiety Eliminator
Carefree Technology ManagementInformation Technology and Services, 1-10 employees
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.
PRODUCT SUPPORT TECHNICIAN
FIS GLOBAL SOLUTIONSFinancial Services, 1001-5000 employees
Reliability and Availability
ConnectWise Manage
ConnectWise Manage 8.0
Based on 7 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.
CEO
Stepfar ITComputer & Network Security, 1-10 employees
Jira Service Management (Jira Service Desk)
No score
No answers yet
No answers on this topic
Performance
ConnectWise Manage
ConnectWise Manage 1.0
Based on 13 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.
Director of Compliance and Efficiency
Trivalent GroupInformation Technology and Services, 51-200 employees
Jira Service Management (Jira Service Desk)
No score
No answers yet
No answers on this topic
Support Rating
ConnectWise Manage
ConnectWise Manage 4.7
Based on 32 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."
Systems Analyst
Netrix ITInformation Technology and Services, 11-50 employees
Jira Service Management (Jira Service Desk)
Jira Service Management (Jira Service Desk) 8.8
Based on 48 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.

Verified User
Administrator in Information Technology
Logistics & Supply Chain Company, 10,001+ employeesOnline Training
ConnectWise Manage
ConnectWise Manage 5.0
Based on 8 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.
Commercial Manager
Solution IPTelecommunications, 11-50 employees
Jira Service Management (Jira Service Desk)
No score
No answers yet
No answers on this topic
Implementation Rating
ConnectWise Manage
ConnectWise Manage 1.0
Based on 8 answers
Rather than letting them sell you a block of time for implementation, create a list of things that must be completed do declare the implementation complete. The implementer will have the discretion on what they set up and in what order. They will be trying to end their services in as little time as possible and may not get things set up right. You are best advised to hire a third-party wizard that has done many of these setups. Record the audio and video of all of your implementation sessions.
President
SudoraInformation Technology & Services, 1-10 employees
Jira Service Management (Jira Service Desk)
No score
No answers yet
No answers on this topic
Alternatives Considered
ConnectWise Manage
We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.
President
Big D Technology Solutions, Inc.Information Technology and Services, 1-10 employees
Jira Service Management (Jira Service Desk)
Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
Development Operations Systems Administrator
14 WestMarketing and Advertising, 501-1000 employees
Scalability
ConnectWise Manage
ConnectWise Manage 1.0
Based on 7 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.
NOC/Design Technician
One2One IncInformation Technology and Services, 11-50 employees
Jira Service Management (Jira Service Desk)
No score
No answers yet
No answers on this topic
Return on Investment
ConnectWise Manage
- At this stage in the game, we have been using the Connectwise Manage product for just one year. This basically means we're just getting out of the honeymoon part of the relationship and will now venture into getting our full value out of the software as we also begin to grow our business. We can't report on our ROI yet but we can't see ourselves living without a great PSA tool either.
- The software has definitely enabled our projects manager to operate with more focus on the project itself, knowing that the finance details will be visible and closely scrutinized by the CFO prior to having an invoice or agreement created.
CFO and I.T. Guy
IT Guys, LLCComputer & Network Security, 1-10 employees
Jira Service Management (Jira Service Desk)
- It is definitely cheaper than Salesforce
- It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
- Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 51-200 employees