SolarWinds Service Desk vs ConnectWise PSA Comparison

Zendesk Suite

JIRA Service Management

Freshservice

NinjaOne

Autotask PSA

Syncro

Just started using the samanage ticket system and so far so good. Easy to use and configure, has many powerful tools that i have not yet been able to use. Came from using connectwise in my previous job and this is much more easier to use and manage.  

Great software

The solution overall is great, nothing is perfect and it can most certainly improve on it's quirks. I would say the the overall customer service/account management from Connectwise is lacking and could massively improve

A great PSA for any MSP!

Highly searchable ticketing, sales management and project management center.

Easy to pick up and use for end users, but with so many features

Awesome Service Desk

Great for MSPs

Overall, my experience has been neutral.  ConnectWise Manage does what it needs to do, but it doesn't leave me blown away by it's function or appearance.

Does What it Needs to, but Doesn't Overly Impress

I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force. 

My experience recently has been terrible

ConnetWise - Best for Mid-Range Players

Regretable.  I regret spending $1600/mo for 3 years on a product that was NOT worth it.  I went from spending $300/mo to $1600/mo for a lesser product.  Locked into an inferior product by a deceitful sales team.

ConnectWise is a horrible company and has mediocre products

Great for managing help desk workflow and billing but we find that the reporting is sub-par

Connectwise Manage

Worth what you put into it

One of the best ways to stream service processes, leading to an increase in productivity throughout.

Not the prettiest...

Buyer beware. Waste of money. Poor customer service. 

Seems to be a flexible tool for managing a MSP business. It has been challenging to develop proper business processes and configuring the tool to work as we need.

ConnectWise PSA

In 2007, we started as a computer repair shop and evolved into an MSP with 20 technicians. This year, I made a regrettable decision: we transitioned our entire tech stack to ConnectWise, moving away from Autotask, N-able, and Zomentum. Since then, we've invested over a thousand man-hours just trying to get the system functional.We took an objective approach, documenting ConnectWise's limitations, missing features, and bugs. Our conclusion: it's a step backward from the tools we used before. Details available upon request, as we're not sharing the document publicly due to legal reasons.To make matters worse, we're in a three-year contract with little flexibility from ConnectWise to find a solution. We're even considering paying for the software without using it. If you're contemplating a switch, I implore you to learn from our mistakes. Our experience can hopefully help others make more informed choices.

Our ConnectWise Experience

Organization and follow up via the closed loop methodology really allowed us to move our service delivery forward and service our clients more efficiently.

Has been a solid product from many years

Great Product, Great Customer Support

Thank you so much for your review! We really appreciate it and look forward to growing our partnership with your company.

Connectwise

The Backbone to Our Business

It is fair it def needs work and live customer support over the phone. 

Good but needs work 

Excellent. Moving our Finance Dept to CW was one of our most important decisions.

Excellent!

A product I spend 10+ hours a day in and using. Constantly evolving and growing

Best for MSPs

Overall very good product designed by and IT firm for IT firms

Compare SolarWinds Service Desk and ConnectWise PSA based on features, pricing, verified reviews, integrations & more. Find out which software is best for your business today.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release & knowledge management tools

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

Access Controls/Permissions

Active Directory Integration

Activity Dashboard

Activity Tracking

Alerts/Escalation

Alerts/Notifications

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Automated Routing

Autoresponders

Call Center Management

Categorization/Grouping

Change Management

Client Portal

CMDB

Collaboration Tools

Compliance Management

Compliance Tracking

Configuration Management

Contract/License Management

Cost Tracking

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Dashboard Creation

Data Import/Export

Data Mapping

Device Auto Discovery

Document Storage

Drag & Drop

Email Management

Email Templates

Full Text Search

Help Desk Management

Incident Management

Incident Reporting

Inventory Management

Issue Auditing

Issue Scheduling

IT Asset Management

Knowledge Base Management

Knowledge Management

License Inventory

License Management

Live Chat

Maintenance Management

Maintenance Scheduling

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Language

Online Forums

Performance Metrics

Prioritization

Problem Management

Procurement Management

Project Management

Real-Time Analytics

Real-Time Chat

Real-Time Data

Real-Time Notifications

Real-Time Reporting

Recurring Issues

Relationship Mapping

Release Management

Remote Access/Control

Reporting/Analytics

Requisition Management

Risk Assessment

Risk Reporting

Role-Based Permissions

Rules-Based Workflow

Scheduled/Automated Reports

Self Service Portal

Service Catalog

Service Level Agreement (SLA) Management

Service Reporting

Single Sign On

Supplier Management

Support Ticket Management

Surveys & Feedback

Tagging

Task Management

Widgets

Workflow Management

SolarWinds Service Desk

Android

Linux

Web-based

Windows

iPad

iPhone

Support Supervisor

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Sr. IT Specialist

The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.

IT Manger

Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

IT Service Desk 

I've been using different ticketing systems from my past employments and in my current company. This is the best so far, the interface is very user friendly.

Systems Analyst

A few of the things that I like most about Service Desk is the ease of learning to use it.

System Support Specialist II

Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature.

Helpdesk Supervisor

It's mostly very easy for my help desk technicians to use on a day to day basis. Very easy to keep track of your tickets and what needs to be done.

IT Systems Admin

The customizable filters and bulk actions are *super* handy when you have a set of actions or responses you do very frequently.

Mgr. Application Development

I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite).

By that I mean the lack of reports and reporting tools.

The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes.

Systems Administrator

Reporting doesn't report accurately compared to a custom query, which is odd.

IT Service Desk Support

Easy to upload a Solution Article and based on the employees that are using this on our company it's very interactive because all of the information is already displayed on the interface.

First of all, I really like the GUI of this Ticketing Tool compared to my previous ticketing system we are handling which is Service Now.

The pricing tier after the initial purchase is fair.

That said, the web UI on mobile is mostly friendly.

it desktop specialist

There also has been lots of testing. Also some of the updates have broken our work flows.

Director of Technologyh

Some of the customizations of the user portal are a bit hard to find from the admin side.

SolarWinds Service Desk screenshot: SolarWinds Service Desk incidents

SolarWinds Service Desk screenshot: SolarWinds Service Desk dashboard

SolarWinds Service Desk screenshot: SolarWinds Service Desk incident tracking

SolarWinds Service Desk screenshot: SolarWinds Service Desk inventory

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

NinjaOne simplifies IT management with powerful automation, empowering over 20,000 IT teams to enhance productivity, security, and control. From endpoint and patch management to remote access and backups, NinjaOne offers a user-friendly, scalable solution for modern IT challenges.

Autotask PSA is an intelligent IT business management platform providing a singular view across the entire business (services, internal operations, customers, and prospects) to improve efficiency, accountability, insight, and profitability.

Syncro is an integrated RMM, PSA, and remote access platform for MSPs and IT pros that provides all the tools you need to start, run, and grow your MSP business, including scripting, integrated billing, contract management, ticketing, and much more.

ConnectWise PSA (formerly ConnectWise Manage) is a business management platform designed to run your technology solution business, connecting everything to allow for superior service delivery, know your business better, discover full-visibility billing, and handle handoffs without hiccups.

SolarWinds Service Desk vs ConnectWise PSA Comparison

SolarWinds Service Desk

ConnectWise PSA

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives