ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.
$35
Per Tech Per Month
Jira Service Management
Score7.9 out of 10
N/A
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
MSPs wanting to find a single system to fill all their needs. Businesses wanting to increase their ability to deal with tickets, with advanced management and KPI monitoring. Small IT business who need more than just a ticketing system and are looking to make the leap to a full PSA with integration options, client portal and advanced configuration.
I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
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
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have given this rating because, in my opinion, I don't see any downsides of Jira until now. We can customise workflows based on the project needs, including task workflows. Jira is very extensible, which is one of its most important features.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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."
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Everyone but dynamics had holes in it. Dynamics is good, but it requires more development time. I spoke with some people that have CW and liked it. But when I inquired after our frustrations, I discovered they had a full time scheduling & logistics CW manager and the field people were using it purely like any other more simplistic ticket system. They said it would be impossible otherwise. The one big difference is the transparency of the sales effort. The other sales people were honest on the limitations or potential challenges and worked with us. They also worked with our agenda. At CW they don't have that option. The consulting time is eaten through a pre-formatted agenda which they communicate too you, not with you.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
