"The most valuable feature is the management of projects from start to finish."
"The product has been pretty stable so far."
"Contains every feature that a VAR or MSP would want."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"The initial setup isn't too difficult."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The dashboards are nicely laid out."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"The custom reporting needs to be improved."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"The tracking inventory or the way it tracks the products is not very good."
"It needs to be easier to share tickets between users who need to work together."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The solution needs to be integrated better with Office X5."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"They need to work on the speed of Jira."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"There should be better connections with access management. They should improve the connectivity."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations.
ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business.
ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.
Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.
ConnectWise Manage is ranked 9th in Help Desk Software with 10 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 17 reviews. ConnectWise Manage is rated 8.2, while JIRA Service Management is rated 8.0. The top reviewer of ConnectWise Manage writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". ConnectWise Manage is most compared with ServiceNow, Datto Autotask Professional Services Automation, SCSM, ManageEngine ServiceDesk Plus and PRTG Network Monitor, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, PagerDuty and BMC Helix ITSM. See our ConnectWise Manage vs. JIRA Service Management report.
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