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ConnectWise Manage vs JIRA Service Management comparison

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Featured Review
Find out what your peers are saying about ConnectWise Manage vs. JIRA Service Management and other solutions. Updated: January 2022.
563,780 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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."

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Pricing and Cost Advice
  • "There are some different add-ons and benefits that are optional and come at an additional cost."
  • "The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
  • "We're paying $940 a month for 14 users."
  • More ConnectWise Manage Pricing and Cost Advice →

  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • "We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
  • "The pricing is free for us because we are an associate partner for the product."
  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • More JIRA Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    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… more »
    Top Answer: 
    The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a… more »
    Top Answer: 
    There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40… more »
    Top Answer: 
    Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer: 
    The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
    Ranking
    9th
    out of 55 in Help Desk Software
    Views
    892
    Comparisons
    652
    Reviews
    8
    Average Words per Review
    775
    Rating
    8.0
    2nd
    out of 55 in Help Desk Software
    Views
    8,892
    Comparisons
    7,386
    Reviews
    16
    Average Words per Review
    552
    Rating
    8.0
    Comparisons
    Also Known As
    JIRA Service Desk
    Learn More
    Overview

    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.

    Offer
    Learn more about ConnectWise Manage
    Learn more about JIRA Service Management
    Sample Customers
    IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company34%
    Comms Service Provider17%
    Government5%
    Manufacturing Company5%
    REVIEWERS
    Computer Software Company31%
    Comms Service Provider19%
    Retailer13%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider20%
    Government8%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business93%
    Midsize Enterprise7%
    REVIEWERS
    Small Business52%
    Midsize Enterprise12%
    Large Enterprise36%
    Find out what your peers are saying about ConnectWise Manage vs. JIRA Service Management and other solutions. Updated: January 2022.
    563,780 professionals have used our research since 2012.

    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.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.