ConnectWise PSA vs JIRA Service Management comparison

ConnectWise and Atlassian are both solutions in the Help Desk Software category. ConnectWise is ranked #15 with an average rating of 8.0, while Atlassian is ranked #2 with an average rating of 8.2. ConnectWise holds a 1.3% mindshare in HDS, compared to Atlassian’s 6.0% mindshare. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

ConnectWise PSA

Read 21 ConnectWise PSA reviews

2,275 Views
1,706 Comparison Views

100% willing to recommend

JIRA Service Management

Read 90 JIRA Service Management reviews

8,557 Views
6,418 Comparison Views

93% willing to recommend

ConnectWise PSA

JIRA Service Management

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and ConnectWise PSA are strong competitors in the service management category. JIRA Service Management appears to have an advantage in issue management and workflow customization, while ConnectWise PSA offers comprehensive features for integrated ticketing and project management.

Features: JIRA Service Management offers a flexible platform for customization, robust workflow configurations, and a powerful query language. Its integration within the Atlassian ecosystem enhances project tracking and collaboration, albeit with potential complexity. ConnectWise PSA focuses on a range of professional service features, including ticketing, time tracking for SLAs, and advanced reporting tools, making it ideal for businesses needing central management of diverse processes.

Room for Improvement: JIRA Service Management could reduce its reliance on additional plugins for full functionality and improve its native automation and interface. ConnectWise PSA might benefit from a more user-friendly UI and simplified configurations, alongside enhanced integration and customization for better collaboration on tickets within the system.

Ease of Deployment and Customer Service: JIRA Service Management is versatile in deployment options across different cloud environments, with mixed reviews on customer support efficiency despite strong community support. ConnectWise PSA is primarily available in cloud environments, noted for reliability, though its setup can be cumbersome without assistance. Customer support is thorough but could be faster.

Pricing and ROI: JIRA Service Management is perceived as expensive, especially when factoring in plugin costs, but it is seen as offering high ROI by enhancing efficiencies, especially for SMBs. ConnectWise PSA’s licensing model may be costly for smaller businesses but is justified by its extensive features, providing ROI through efficient integration of business processes and improved billing accuracy.

To learn more, read our detailed ConnectWise PSA vs. JIRA Service Management Report (Updated: April 2026).

Buyer's Guide

ConnectWise PSA vs. JIRA Service Management

April 2026

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Helped 893,244 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

ConnectWise PSA

Ranking in Help Desk Software

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Business Management Software (1st), Professional Services Automation (PSA) (1st)

JIRA Service Management

Ranking in Help Desk Software

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (2nd)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of ConnectWise PSA is 1.3%, down from 2.2% compared to the previous year. The mindshare of JIRA Service Management is 6.0%, down from 8.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	6.0%
ConnectWise PSA	1.3%
Other	92.7%

Help Desk Software

Featured Reviews

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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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."

"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."

"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."

"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."

"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"We're using the solution for ticketing and billing, and those features are useful."

"Pretty much our whole company runs through ConnectWise Manage."

More ConnectWise PSA pros

"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."

"It is one of the best tools in the market right now."

"The solution has improved company functioning by providing more transparency, in my opinion."

"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."

"The centralized feature allows us to track test cases and integrate with automation and bug fixing."

"JIRA Service Management is much better than the normal JIRA software that we had, as it is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."

"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."

"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."

More JIRA Service Management pros

Cons

"The cloud platform has some slow days, which is an issue."

"ConnectWise Manage can improve by having more integration with different software and have the process simple."

"The login issues with the cache always needing to be cleared."

"The speed could be better, and the reporting could be a lot better."

"There should be some improvements to the interface. It is not completely intuitive."

"Reliability is definitely something that I have issues with, especially over a bad connection."

"The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access."

More ConnectWise PSA cons

"The customizations in Jira could be improved by being simplified. They are currently very complex."

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."

"I haven't figured out how to find Jira's technical support. There are times when I would have been happy to have had Jira technical support and I could not figure out how to get ahold of them."

"The documentation needs improving, it's difficult to find specific procedures."

"JIRA Service Management could improve the forms; they need to add additional information for a better understanding of the whole picture of the issue or problem."

"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."

"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."

More JIRA Service Management cons

Pricing and Cost Advice

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"We're paying $940 a month for 14 users."

"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."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"The pricing of ConnectWise Manage is reasonable."

"It costs around $150 to $200 per user."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"We need a license because we have a higher number than the free part."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

Financial Services Firm

14%

Manufacturing Company

Computer Software Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The pricing of ConnectWise PSA is affordable, although the only part where I find the...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with to get it forwarded. The configuration part...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing system and to automate systems. My main use cases with ConnectWise PSA include taki...

See all answers

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.

See all answers

What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints. Regarding JIRA Service Management's API and support, the ...

See all answers

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Product Reports

Buyer's Guide

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Buyer's Guide

JIRA Service Management

May 2026

Download JIRA Service Management product report

Also Known As

ConnectWise Manage

JIRA Service Desk, Atlassian Jira Service Management

Overview

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

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

Buyer's Guide

ConnectWise PSA vs. JIRA Service Management

April 2026

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