

JIRA Service Management and ConnectWise PSA are leading tools in the IT service management and professional services automation categories, respectively. JIRA tends to have an edge in its customization capabilities, while ConnectWise PSA excels in its robust central management and integration.
Features: JIRA Service Management offers extensive customization, allowing for tailored workflows and dashboards alongside features like JIRA Bots, enhancing integration across different platforms. It's particularly strong in issue tracking and managing software and project layers. ConnectWise PSA provides comprehensive integration in sales, project management, and finance, which facilitates seamless coordination with ConnectWise Automate for up-to-date inventory management and financial oversight.
Room for Improvement: JIRA Service Management could improve in areas such as email integration, and its financial features rely on third-party add-ons. Its user interface needs to be more intuitive to boost user adoption, and reporting tools need enhancements. ConnectWise PSA’s user interface appears outdated and could benefit from improved integration with certain external services. Enhancing its reporting capabilities and allowing more ticketing and search customization would be advantageous.
Ease of Deployment and Customer Service: JIRA Service Management provides versatile deployment options, including hybrid, public, and private cloud solutions, supported by generally good customer service despite occasional delays. ConnectWise PSA is primarily used in cloud environments with a well-integrated setup but may not offer as consistently praised customer service as Atlassian's offerings, although it remains effective.
Pricing and ROI: JIRA Service Management is competitively priced but can become expensive as user licenses grow, especially with added expenses from third-party add-ons. It offers high ROI through efficiency and visibility. ConnectWise PSA, contrastingly, has a more straightforward and budget-friendly pricing structure, though its comprehensive feature set may not appeal to very small businesses. Both solutions are viewed as providing satisfactory ROI through time and process efficiencies.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 6.5% |
| ConnectWise PSA | 1.6% |
| Other | 91.9% |


| Company Size | Count |
|---|---|
| Small Business | 17 |
| Midsize Enterprise | 3 |
| Large Enterprise | 1 |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 24 |
| Large Enterprise | 33 |
ConnectWise PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.
Key features and benefits of ConnectWise PSA:
Help desk
Centralize your help desk with features that allow you to organize and standardize your service requests and streamline workflow automation to ensure your support operations are as efficient as possible. Keep your help desk responsive and productive no matter how challenging the issue is.
Cloud billing
Managing recurring billing can be a streamlined and straightforward process. You can standardize and simplify the way you manage customer contracts, including cloud. Easily manage, monitor, and bill for other public cloud services such as Microsoft 365 and Cisco Cloud Solutions.
Sales and marketing
The competitive landscape has made the window of opportunity for growing your business more challenging. Take control for generating leads with sales and marketing features that help you build a stronger, more predictable pipeline and improve communication with prospects to ensure high conversion rates.
Procurement
Supplier operations can be hit and miss, making the procurement process far more challenging. Optimize internal purchasing and receiving workflows to keep your operations department and customers in the know.
Time tracking and billing
Time tracking and billing reduces revenue loss and client skepticism. Your team can easily enter and track their billable time by the minute and by client, project, or task and include detailed notes to avoid client audits. With these efficiencies, your team will have more time to better serve your business and your customers.
Project management
Don’t miss a beat. Project management gives you what your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time and on budget.
Reporting
Knowledge and visibility are key components of a successful IT service provider. Leverage a reporting engine that give you the insights and metrics to help you make data-driven decision across all areas of your business.
What can ConnectWise PSA do for you?
Improve employee experience
Give your teams a PSA that helps them perform more effectively and provide the best experience possible—for them and your customers. Keep everyone in the know, increasing management’s confidence in the ability to sustain and grow a happy customer base.
Enhance the customer experience
When your teams have what they need to do their job well the first time, your customer experience gets better and better. Provide amazing service delivery, timely and accurate invoices, and automate important reports to keep your customers happy (and in the know). Pair that with the end-user portal available, and your customer experience just got even better!
Give your team precious time back
With coupling centralization and automation, your teams will function more efficiently than ever, giving everyone more time to focus on what’s important. You'll get more time to focus on growing your business!
Increase revenue and decrease costs
When your systems are centralized and your operations more efficient, you can save time and reduce costs. In essence, you can improve revenue and decrease costs through all your gained efficiencies.
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?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.
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.