Overview
What is ConnectWise PSA?
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…
Hindsight! Avoid ConnectWise products if you value your time and sanity.
Buyer beware, its no wonder there is no trial period on this product.
Stay away from ConnectWise unless you want to be locked in a contract you might regret later
Great CMS for MSPs
Excellent project information management solution and effective reporting system.
Connect wisely with ConnectWise.
Connectwise Manage - a must have for your MSP business
ConnectWise Manage - To Manage Wise
It is great to …
Beware of this one - if you are a bog standard MSP - it might be worth it, but prepare yourself for a long lead in if you are looking to make it work for its money
Connectwise helps coordinate our different departments
Manage A Better IT Department
ConnectWise Manage is a great tool for automating service requests
ConnectWise Manage - Good for Multiple Clients
ConnectWise Manage - For the serious MSPs
Overpriced, clunky software with extremely terrible customer and technical support
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (82)5.050%
- Ticket response (81)4.848%
- Customer portal (74)4.242%
- Ticket creation and submission (82)3.737%
Reviewer Pros & Cons
Pricing
Subscription
$35.00
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Catalyst ConnectWise Manage Integration
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 5Organize and prioritize service tickets(82) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 3.4Expert directory(47) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 5.5Subscription-based notifications(55) Ratings
Users subscribe to notifications for ticket updates
- 3.7ITSM collaboration and documentation(62) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 3.7Ticket creation and submission(82) Ratings
Users and agents can easily enter new support requests.
- 4.8Ticket response(81) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 3External knowledge base(62) Ratings
Customers can self-service by searching through help articles.
- 4.9Internal knowledge base(72) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 4.2Customer portal(74) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 4.4IVR(20) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 4.3Social integration(27) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 4.8Email support(74) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 4.5Help Desk CRM integration(70) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is ConnectWise PSA?
ConnectWise PSA (formerly Manage) is presented as a business management platform for companies that sell, service, and support technology. According to the vendor, the product supports 110,000 users and helps them achieve greater accountability, operational efficiency, and profitability. The platform is cloud-based and integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics in order to streamline a company's operations.
ConnectWise PSA is the hub of the ConnectWise suite, a set of solutions for technology solution providers that aims to give an end-to-end view and total control over their business.
ConnectWise also gives its users access to a network of ideas, experts, and solutions. ConnectWise has been in business for more than 15 years.
ConnectWise PSA Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
ConnectWise PSA Screenshots
ConnectWise PSA Videos
ConnectWise PSA Integrations
ConnectWise PSA Competitors
ConnectWise PSA Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Mac |
Mobile Application | Apple iOS, Android |
Supported Countries | United States, Australia, New Zealand, United Kingdom |
Supported Languages | English |
ConnectWise PSA Downloadables
Frequently Asked Questions
ConnectWise PSA Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 80% |
Mid-Size Companies (51-500 employees) | 20% |
Enterprises (more than 500 employees) | 0% |
Comparisons
Compare with
Reviews and Ratings
(373)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found ConnectWise to be a valuable tool for managing projects, service tickets, and sales leads. The software allows organizations to centrally manage customers, assets, and service tickets, making it easier to track and prioritize tasks.
ConnectWise plays an integral role in streamlining operations and enhancing customer support for managed technology services providers. It facilitates communication with both existing clients and prospects, allowing sales teams to effectively manage relationships and monitor project progress. ConnectWise's seamless integration with other software tools further enhances its functionality, making it the central hub for all information.
Furthermore, users appreciate how ConnectWise helps with accounting and finance tasks by requiring timely entry of time and expenses. It assists with project/service billing, sales projection, budgeting, invoicing, and reporting, providing users with a comprehensive solution for financial management. ConnectWise also offers features like scheduling, time entry, ticket tracking, and workflow automation, enabling organizations to organize workflow efficiently, capture lost time, increase revenue, and maintain historical information.
ConnectWise University comes highly recommended as it provides users with a thorough understanding of the software's capabilities. Whether used for CRM, sales management, help desk support, marketing, or inventory management, ConnectWise proves to be a valuable business management system that caters to diverse needs. With its ability to integrate with other products and offer web access and smartphone versions, ConnectWise ensures accessibility and convenience for users on-the-go.
Overall, ConnectWise manages to address the essential requirements of organizations by providing a robust platform for managing clients, projects, finances, and workflows. It has become an integral part of many businesses' day-to-day operations while contributing to enhanced productivity and improved customer service experiences.
User-Friendly Interface: Users have consistently praised ConnectWise Manage for its user-friendly interface, with many stating that it is easy to navigate and perform tasks quickly. The intuitive design enhances productivity and ensures a positive user experience.
Integrated Sales and Equipment Tracking: The platform's integrated sales and equipment tracking feature has been highly regarded by users. It allows for seamless tracking of sales activities and equipment, streamlining the overall sales process. This functionality has received positive feedback from multiple reviewers.
Accountability Loops and Service Ticket Management: ConnectWise Manage is recognized for its ability to create accountability loops both internally and with customers. This feature ensures that all tasks and responsibilities are tracked and completed, promoting efficient collaboration and customer satisfaction. Additionally, users value the service ticket management feature as it helps manage both reactive and proactive tickets, ensuring timely resolution and proactive maintenance. Multiple reviewers have highlighted the importance of these features in their positive reviews.
Outdated and Clunky User Interface: Many users have expressed difficulty with the ConnectWise user interface, stating that it is outdated, clunky, and non-intuitive compared to other CRM systems. They hope for an upgrade to improve the overall experience.
Challenging Reporting Functionality: Users have found ad-hoc reporting and reporting on multiple projects to be challenging. They have also mentioned limitations in the reporting functionality, such as requiring manual exporting of information to gain useful insights.
Lack of Customization Options: Users have expressed dissatisfaction with the lack of customization options for fields, reporting, and views in ConnectWise. They feel restricted by the static nature of the platform and would like more flexibility in tailoring it to their specific needs.
Based on user reviews, ConnectWise Manage users commonly recommend the following:
-
Check integration capabilities: It is important to verify if the software integrates with other tools before making a purchase. This ensures smooth workflows and efficient operations.
-
Allocate ample time for configuration: Users advise setting aside plenty of time for product configuration. This allows for optimal customization of the software's functionalities to meet specific business needs.
-
Seek external support and training: Due to some users' experiences of limited support from ConnectWise Manage, they suggest taking advantage of the courses and support offered by ConnectWise Manage or considering third-party implementation services for successful implementation and ongoing usage.
These recommendations emphasize the significance of integration capabilities, careful configuration, and external support in effectively utilizing ConnectWise Manage.
Attribute Ratings
- 7.6Likelihood to Renew25 ratings
- 8Availability4 ratings
- 1Performance7 ratings
- 7.4Usability25 ratings
- 4.5Support Rating20 ratings
- 5Online Training8 ratings
- 1Implementation Rating5 ratings
- 1Configurability1 rating
- 1Product Scalability7 ratings
- 1Ease of integration2 ratings
- 10Vendor pre-sale1 rating
- 1Vendor post-sale1 rating
Reviews
(1-25 of 93)Technology wise, it is comparable to an early access database. A very homegrown antiquated feel. It also requires a 100% dedicated resource for managing it. The salesperson told us it it was like having an added person as a resource. It certainly is having an opposite impact.
- Connects with Sell
- Inventory management
- Numerous daily nuisance emails
- Too many disparate pieces
- Manage and Sell should all be on the same application
- Integration to work properly requires costly 3rd party apps
- Significant hours lost in training, integration and implementation
- Too many to list
Great CMS for MSPs
- The flow of information through the system works well
- A great CMS system for MSPs
- Easy to find help articles
- Today screen collating the days activities us useful
- Whilst the help links are always handy they can be a bit boring to watch in the university
- Easy to create all the reports needed.
- Excellent management system with simple functions.
- Useful services and data management.
- Reporting on many projects is not easy to all users.
- Maintenance of the platform to some small business.
- Configuration of the interface to new people is not simple.
Connect wisely with ConnectWise.
- Sales pipeline.
- Support tickets.
- Managing customer accounts.
- Task management.
- More streamlined for pipeline management from cold to warm.
- Easier to set up.
- More customisable dashboard.
Connectwise Manage - a must have for your MSP business
- Service Tickets
- Documentation
- Keeping track of inventory
- Sometimes the program to transfer Email to Manage doesn't work
- Would be nice to have a way to move texts into Manage because requests get sent that way as well
ConnectWise Manage - To Manage Wise
It is great to use as we have multiple functionalities enbibed in one tool.
We previously had desktop version but company had offered a web console with same features and speed
It is easy to integrate it with our intranet applications and two factor authentication
Product also encourages to include Sales,Procurement features which beyond for any service ticketing tool to include
I would say it will be an all in one tool because of its multi functionality. One platform for employees to work on tickets and KBs, managers to approve timesheets and Procurement team to manage their data.
Highly recommended for small scale businesses to manage data and timesheets in a single tool.
- The Statuses that are setup for ticket are perfect to know the current work needed on it
- Timesheets are easy to manage both for filling and approving
- Good part is we even have Expense reports along with Sales and Procurement details
- Project Managers find it very helpful to create projects and its sub tasks
- Calendar feature is an add-on to monitor the resource availability
- Strongly recommend for an upgrade on UI
- Improve a little more on the search accuracy for ticket data
Can be used as a go-to option replacing multiple applications for Tickets, Timesheets, Expenses and Sales
Easy to use with self training instead of a physical training to the team
Not likely preferred for large scale companies as it becomes slow when there is heavy load
- Pre-sales
- Customisation in the cloud - the current capability is poor. Templates, reports, workflows are not intuitive or easy to implement.
- Local presence - it can be very difficult to deal with the time difference - Miami FL, is a long way from Brisbane Australia.
- Basic issues are not easily resolved - a lot of time is spent troubleshooting issues only to find that the simplest answer is the correct one.
- It is very expensive for what you get
- The customer portal is outdated and we don't use it as it is not user friendly.
- Add on products are ok but have all of the same issues outlined above.
- It is very ticket centric, rather than customer centric
The problem is the software is very slow and the various tabs often lock up. I have noticed increasing problems with this for the last year. When I contact support, there are no good solutions for this.
- Dashboards to provide an overview
- Workflows to manage processes and send reminders
- Being able to tag the resources needed unique to every ticket or project
- Have expense reports built into the same system as time entry
- The report manager is still hard to use
- We have the cloud version, and some days it has a lot of latency
- quoting is an addon or a separate program
- locks up a lot
- report writer is slow & clunky to use, not very user friendly
- need more time frequencies for invoicing for multiyear
Manage A Better IT Department
- Ticket entry
- Service reports
- Billing
- Report writer is very complicated
- More integrations with third-party apps
- Way too many menus in the GUI
- Service ticket management
- Integrations with other platforms
- Automated flow
- Mobile app is subpar and difficult to use
ConnectWise Manage - Good for Multiple Clients
- Ticket History. Keeping detailed notes in Service tickets which makes it easy for technicians to know what is going on at any given time.
- Client Management. If done properly, knowing who has called in or submitted tickets about their issues can make it easy to track down common problems
- Configurations. Keeping accurate track of computers via configurations helps track down what has been done to a machine.
- If a technician has a time entry open and someone else updates the ticket, you can't save what you have done in that time entry. It would be nice to lock other people out or be able to save time entries no matter what
- Easier to manage types and subtypes when entering tickets
- Changing a work type say s that it's required, but it actually isn't. Being able to manage required fields would be a plus.
ConnectWise addresses our need to maintain an audit trail of all helpdesk activity and track billable activity not covered by our service agreements.
- Management of billable time and products.
- ConnectWise customer support is non-existent. Account managers do not listen to problems, and when you raise something like a billing query it takes weeks to get a response.
- All technical support goes through live chat which is a painful process often taking 45 minutes to get a couple of sentences out of poorly trained engineers that don't seem to know what they are doing.
- User interface is extremely dated with all configuration going through database tables instead of a proper UI.
- Reporting is dated and involves manually exporting information to get any kind of useful data on KPIs.
The customer and technical support is shocking and they don't listen to you when you provide feedback or raise a serious complaint.
ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software
- Contract management
- Service ticket management
- Connecting to other software
- Very slow (Cloud version is not usable in real time with customers)
- Terrible quoting system (must buy add-on Sell to modify Quote template at all)
- No two-sided accounting (must buy add-on to talk to QBO or to export some transactions)
- Unusable knowledge base (must buy third-party add-on like IT Glue)
- Unusable documentation management system (no versioning, no wiki, no linking, 100% featureless)
- Slow customer support
- Customer support refuses to assist with any report
- Password management is insecure or absent
- Expensive
- Many incompetent features requiring add-ons not disclosed upfront
- Very difficult to implement (plan a year in advance)
- Ticketing
- Invoicing
- Time entry
- Project management
- Customer support
- Marketing automation
- Pre-sales.
- Screen connection.
- The product as a whole.
- The support.
Powerful business tool with room to grow
- Service tracking: whether for help desk, sales, or network alerting, everything gets tracked as a "ticket." in the system. Whether automated through the multiple integrations available, or performed manually, the service tickets are easy to manage. Our system heavily relies on ticketing, so having multiple ways to create and manage tickets is a must.
- Customization: it's built so that businesses can customize the features to meet their needs. Being in IT, we can create multiple "boards" where we can lock down permissions only to certain departments. Those boards then can track specific kinds of tickets. The customization can go beyond that as well, from workflow to asset management, so needless to say it is very flexible.
- Reporting: since everything is in a database, the latest reporting features with ConnectWise (such as Report Writer), make it easier to pull the data you need. So for example, we pull reports on sales leads monthly to track how many quotes were referred by technicians, and then use that to reward the technicians. This can also assist tremendously when meeting with clients to present data on the work we've done, as well as internally to identify any trends.
- Performance: we use an on-premise instance of ConnectWise, but our system meets or exceeds the required specs. However at times the system can be a bit clunky. When our business relies on using the system, we can't afford to wait even more than a few seconds for a screen to load.
- Interface: while the application is extremely versatile, the interface seems a little dated and some of the menu items can be confusing. This has improved slightly since the previous version, but I'd like to see a more modern look and feel with a design that is a little more intuitive.
- Project module: the relatively new project module was a feature we were hoping to use heavily for our larger scale projects, however it ended up not being able to fit our needs. Specifically I know the projects module didn't integrate will with workflows in ConnectWise, which we use heavily, but I know our project team found other areas where it didn't meet their needs. We've provided this feedback to ConnectWise in hopes to have future enhancements, but in the meantime we continue to use regular service tickets for our projects.
Connectwise - The MSPs PSA
- Time tracking.
- Project management.
- Resource management.
- More certified integrations.
- Not really much bad here honestly.
Easy to use, but the interface could use an update
- Separation of duties.
- Time keeps for ticket management.
- Sales tracking.
- Getting outdated as far as the interface goes.
ConnectWise Manage manages to manage us well
- Keeps track of tickets with all their documentation and attachments and configurations.
- Has 2-factor authentication for increased security.
- Very good uptime, almost never goes down.
- When we enabled their new text formatting system for ticket notes, the whole system ground to a crawl.
- Support could be a little faster on their response times.
- It will randomly take a while to load tickets, purchase orders, etc. Not often, maybe once every couple of weeks.
Good all-in-one tool but could use a makeover
- Reports, when configured correctly, provide insightful information, such as forecasts, opportunities and sales call plans.
- Offers a link shortener for social media.
- The user interface leaves a lot to be desired.
- It's not very intuitive.
- Getting help from their support team is hit or miss, but I do appreciate the chat function they offer.
- The Outlook Calendar integration can get messy, and it's really cumbersome to change a meeting time or date with an internal team of users.
Leaves You Wanting More
- Time tracking of resources - ConnectWise Manage is very good at tracking how much time each resource spends on a ticket, down to the minute.
- Reporting is almost impossible. The reporting tools look as though they are about two decades old, and functions like it too. The Report Writer feature is nearly useless. I have found that it's much easier to pull data from ConnectWise Manage and import it into Microsoft Power BI and I can then generate reports much easier. They're also much more visually pleasing.
- Account Management seems to be non-existent. Whenever I need to speak to our Account Manager, I have to go through ConnectWise Manage's Support Team to find out information. I have to do this because our Account Manager will change without any notice. I have no idea what purpose Account Managers serve at ConnectWise Manage, as we only speak about 1-2 times per year. The other software programs that we have all have dedicated Account Managers, who I speak with at least once per month.
Heavy Hitter, with Outdated UI
- Ticket workflow and automation.
- Integrated data availability between systems (quoting, ticketing, automation, billing, etc.)
- Information tracking and availability
- User Interface is outdated and not very user-friendly.
- Performance depends on your particular installation, but because updates and management is handled in-house the application stability is not as reliable as SAAS solutions.
- Software stability is often a struggle, with bugs causing issues when logging in or accessing auxiliary systems.
ConnectWise is above others
- Integrations are done fairly well with Connectwise.
- Audit trails are done well.
- Customer HTML email templates and other custom communications are great in the app.
- Reporting: Though the software has a lot of information in it, the methods to retrieve it are cumbersome.
- Mobile application needs some enhancements, cannot manage projects from it unless assigned a ticket on that project, and then you can only interact with that aspect of the project, nothing else
Good All-In-One Solution For Simple Requirements - Not So Much For Large and/or Complex
- Time and expense tracking is very good as is companies and contacts.
- It is relatively low maintenance and we have not had any major issues.
- The user interface is very good and has a lot of search and sort features.
- Project management is very basic and not well suited for companies who manage large complex projects with long durations.
- The scheduling/dispatch is probably great if you roll trucks to fix printers. Trying to schedule anything more than a 2 hour job is a nightmare which only gets worse if/when the schedule changes.
- The customer portal is abysmal. You can't tailor it beyond putting your logo on it and it lacks basic functionality like enabling you to publish something like your support handbook to all your customers (you can do it customer by customer via custom reports). It looks old and dated - definitely not modern - and I'm honestly embarrassed by it.
- SLAs - if you have a need to track SLAs on different priority tickets on different schedules, avoid ConnectWise. You cannot have 24 hour SLA tracking on emergencies and business hours SLAs on low priority tickets - but ConnectWise is happy to explain to you that you are not running your business according to their best practices.
ConnectWise is not good with tracking and managing SLAs based on urgency/priority.
ConnectWise, don't go to your office without it!
- Project Management. Red tape could be bad sometimes but we have setup the system to make sure that the red tape is followed so that our customers have the best experience they can have.
- Ticketing system. We make sure that our customers have the best customer experience possible and with the ticketing system, we make sure we take care of them if they have issues.
- The main missing functionality is a text editor that you can implement HTML or even basic WYSIWYG. Creating customer notes without pictures to show in the text spot is a downer
- There are some times during the day where the system gets very slow. When I start having issues, other people I work with start asking if ConnectWise is down. A few minutes later it does eventually come back up, but not before having issues with the load screen spinning.
- The ticketing system needs to have a faster refresh rate than every 5 minute, I would like to even make it every 60 seconds or so. We have so many tickets coming in, it is hard to keep up if someone replied to the ticket unless you click the Service Board tab to refresh the ticket.