| Audyense Score | 76ASSólido | 29AS*Bajo |
| Posicionamiento | Mesa de servicio ITSM sobre Jira: incidentes, solicitudes, cambios y activos en una sola plataforma. | ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. |
| Plan gratuito | Sí | Sí |
| Implementación | Nube / SaaS, Instalación local | Nube / SaaS |
| Mejor encaje | PYME, Mediana empresa, Empresa | Startup, PYME, Mediana empresa |
| Planes de precio | - FreeFree
- Standard$20
- Premium$51
- EnterpriseCustom pricing
| - Free or entry planFree
- Higher tiersCustom pricing
|
| AI features | SíAtlassian Intelligence and a virtual agent power AI-assisted responses and request deflection. | — |
| Automation & macros | SíNo-code automation rules for routing, escalations, and repetitive-task handling. | — |
| CSAT & satisfaction surveys | SíBuilt-in customer satisfaction (CSAT) feedback on resolved requests. | — |
| Knowledge base & help center | SíConfluence-backed knowledge base and self-service portal for request deflection. | — |
| Live chat & messaging | ParcialConversational support via the virtual agent in Slack and Microsoft Teams rather than a classic embedded web chat widget. | — |
| Omnichannel support | ParcialPortal, email, and Slack/Teams chat intake; not a full social/SMS omnichannel suite natively. | — |
| Public API | SíDocumented REST API plus a large Atlassian Marketplace of integrations. | — |
| Reporting & dashboards | SíCustomizable dashboards and reports, including SLA and queue performance. | — |
| Shared inbox & ticketing | ParcialUses shared work queues rather than a traditional shared-inbox metaphor; email requests land in queues. | — |
| SLA management | SíReal-time SLA definition, tracking, and escalation is a core, well-reviewed capability. | — |
| Multiple agents | — | SíDocumented in the independently researched profile. |
| Remote Support | — | SíDocumented in the independently researched profile. |
| No interruptions | — | SíDocumented in the independently researched profile. |
| Secure information | — | SíDocumented in the independently researched profile. |
| Automated reconnection | — | SíDocumented in the independently researched profile. |
| Cross-platform compatibility | — | SíDocumented in the independently researched profile. |
| Browser extensions | — | SíDocumented in the independently researched profile. |
| Remote access | — | SíDocumented in the independently researched profile. |
| Unattended access | — | SíDocumented in the independently researched profile. |
| Simplified transfer of files | — | SíDocumented in the independently researched profile. |
| Roles & permissions | — | SíDocumented in the independently researched profile. |
| Shared toolbox | — | SíDocumented in the independently researched profile. |
| Remote meetings | — | SíDocumented in the independently researched profile. |
| Customization & branding | — | SíDocumented in the independently researched profile. |
| Integraciones verificadas | 14+ | — |
| Valoración agregada | 4.3 · 988 reviews | 9.0 · No reviews yet |
| Integraciones | Jira SoftwareConfluenceSlackMicrosoft TeamsOpsgenieBitbucket+8 más | — |
| Seguridad y cumplimiento | SOC 2 Type IIISO 27001ISO 27018PCI DSS+3 más | — |
| Pros | - +Flujos de trabajo, tipos de solicitud, SLA y reglas de automatización altamente personalizables
- +Seguimiento de SLA en tiempo real e informes/paneles sólidos
- +Integración fluida con Jira Software, Confluence y el ecosistema de Atlassian
- +Gestión robusta de cambios, activos (CMDB) e incidentes para procesos alineados con ITIL
| - +Independent review documents a concrete business workflow
- +Documented capability: Multiple agents
- +Documented capability: Remote Support
- +Documented capability: No interruptions
- +Documented capability: Secure information
|
| Contras | - −Curva de aprendizaje pronunciada, especialmente para usuarios no técnicos y administradores primerizos
- −Configuración inicial compleja y que consume mucho tiempo
- −El costo total aumenta gradualmente al sumar las aplicaciones de Atlassian Marketplace, la implementación y las renovaciones
- −Las integraciones con herramientas ajenas a Atlassian pueden resultar poco flexibles o frágiles
| - −Pricing and usage limits should be checked against the exact plan
- −Implementation effort depends on the team's data and process maturity
- −Reported outcomes should be validated with the buyer's own data
|
Audyense