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Top Rated
271 Ratings

ConnectWise Manage

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Top Rated
271 Ratings
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Score 7.2 out of 100
Top Rated
388 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

ConnectWise Manage

ConnectWise is a feature rich and extremely comprehensive solution for ticketing, invoicing, CRM, and IT relations. It does all of these functions exceedingly well, but it falls short on being user friendly. Getting comfortable in the software requires going through a full week of training modules. While these are well made, and do get users off and running, no helpdesk software should require that much training.
Anonymous | 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

Incident and problem management

ConnectWise Manage
8.1
Jira Service Management (Jira Service Desk)
8.9
Organize and prioritize service tickets
ConnectWise Manage
8.3
Jira Service Management (Jira Service Desk)
8.9
Expert directory
ConnectWise Manage
8.1
Jira Service Management (Jira Service Desk)
9.0
Subscription-based notifications
ConnectWise Manage
7.8
Jira Service Management (Jira Service Desk)
10.0
ITSM collaboration and documentation
ConnectWise Manage
7.5
Jira Service Management (Jira Service Desk)
8.3
Ticket creation and submission
ConnectWise Manage
8.3
Jira Service Management (Jira Service Desk)
Ticket response
ConnectWise Manage
8.6
Jira Service Management (Jira Service Desk)
Service restoration
ConnectWise Manage
Jira Service Management (Jira Service Desk)
9.5
Self-service tools
ConnectWise Manage
Jira Service Management (Jira Service Desk)
8.3
ITSM reports and dashboards
ConnectWise Manage
Jira Service Management (Jira Service Desk)
8.6

Self Help Community

ConnectWise Manage
6.8
Jira Service Management (Jira Service Desk)
External knowledge base
ConnectWise Manage
7.1
Jira Service Management (Jira Service Desk)
Internal knowledge base
ConnectWise Manage
6.5
Jira Service Management (Jira Service Desk)

Multi-Channel Help

ConnectWise Manage
6.0
Jira Service Management (Jira Service Desk)
Customer portal
ConnectWise Manage
7.9
Jira Service Management (Jira Service Desk)
IVR
ConnectWise Manage
6.1
Jira Service Management (Jira Service Desk)
Social integration
ConnectWise Manage
1.2
Jira Service Management (Jira Service Desk)
Email support
ConnectWise Manage
7.7
Jira Service Management (Jira Service Desk)
Help Desk CRM integration
ConnectWise Manage
7.1
Jira Service Management (Jira Service Desk)

ITSM asset management

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

Change management

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

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.
Alissa Levanway | 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 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.
John Trevino | 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 Manage

ConnectWise Manage 9.9
Based on 24 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 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 Manage

ConnectWise Manage 6.0
Based on 24 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 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

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 Management (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 Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Manage

ConnectWise Manage 5.2
Based on 23 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 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 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 Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Manage

ConnectWise Manage 1.0
Based on 5 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.
Charlie Meyer | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Manage

We have tried other and have found ConnectWise the be the best. It is the most comprehensive, offer the best integrations and did not require a complete overhaul of our work flows. We also found the training to be superb and the support, especially the online chat, to be highly responsive and effective.
Sebastian Abbinanti | 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

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 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.
Daryn O'Shea | 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 Manage

General

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

ConnectWise Manage Editions & Modules

Edition
Subscription$35.001
  1. 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

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 Manage
6.5
Jira Service Management (Jira Service Desk)
8.6

Likelihood to Renew

ConnectWise Manage
9.9
Jira Service Management (Jira Service Desk)
10.0

Usability

ConnectWise Manage
6.0
Jira Service Management (Jira Service Desk)
9.5

Reliability and Availability

ConnectWise Manage
9.1
Jira Service Management (Jira Service Desk)

Performance

ConnectWise Manage
8.1
Jira Service Management (Jira Service Desk)

Support Rating

ConnectWise Manage
5.2
Jira Service Management (Jira Service Desk)
8.5

Online Training

ConnectWise Manage
6.2
Jira Service Management (Jira Service Desk)

Implementation Rating

ConnectWise Manage
1.0
Jira Service Management (Jira Service Desk)

Scalability

ConnectWise Manage
8.0
Jira Service Management (Jira Service Desk)

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