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)4.949%
- Ticket response (81)4.747%
- Customer portal (74)4.141%
- Ticket creation and submission (82)3.636%
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
- 4.9Organize and prioritize service tickets(82) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 3.3Expert 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
- 3.6ITSM 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.
- 3.6Ticket creation and submission(82) Ratings
Users and agents can easily enter new support requests.
- 4.7Ticket response(81) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 2.9External knowledge base(62) Ratings
Customers can self-service by searching through help articles.
- 4.8Internal 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.
- 4.1Customer portal(74) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 4.3IVR(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.
- 4.4Help 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
(374)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
(1-4 of 4)- 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
- Organize and prioritize service tickets
- 10%1.0
- Expert directory
- 10%1.0
- Subscription-based notifications
- 10%1.0
- ITSM collaboration and documentation
- 10%1.0
- Ticket creation and submission
- 10%1.0
- Ticket response
- 20%2.0
- External knowledge base
- 70%7.0
- Internal knowledge base
- 10%1.0
- Customer portal
- 10%1.0
- Email support
- 10%1.0
- Help Desk CRM integration
- 10%1.0
- We are unable - after a year of implementing the product to even send quotes with ease.
- The product is not cost effective.
- We have not been able to achieve any objectives from this platform.
- Microsoft 365 (formerly Office 365), MS SharePoint, HubSpot CRM, HubSpot Sales Hub, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Salesforce.com and Zoho CRM
Sales
Finance/Accounts
- Increase sales
- Increase profitability
- Simplify and improve internal processes
- None
- None
- Product Features
- Product Usability
- Product Reputation
- Third-party professional services
- TIBCO professional services
- Bugs
- Data import
- Platform setup
- Online training
- WiseSync is the only saving grace
- Service Tickets
- Templates & Workflows
- Reporting
- Configuration
- Procurement
- ITBoost
- Connectwise Sell
- WiseSync
- File import/export
- API (e.g. SOAP or REST)
- AppExchange or similar marketplace
- I don't know.
- I don't know. I would like to get the instance we already have right before worrying about the upgrade.
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)
- Organize and prioritize service tickets
- 70%7.0
- Expert directory
- 40%4.0
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- 40%4.0
- Ticket creation and submission
- 30%3.0
- Ticket response
- 30%3.0
- External knowledge base
- 50%5.0
- Internal knowledge base
- 50%5.0
- Customer portal
- 40%4.0
- Email support
- 20%2.0
- Help Desk CRM integration
- 10%1.0
- Increased profitability over no PSA
- Increased time accountability
- Significant time expense waiting on ConnectWise Manage to respond
- Time tracking
- Contract management
- Invoicing
- We would love them to fix the quoting system so the default template can be modified
- We would love configuration linking within Manage without having to use IT Glue for linking
- Product Features
- Product Reputation
- Implemented in-house
- Mileage tracking
- Quote creation and formatting
- Different invoice types that can not be combined
- Different sections of the billable hierarchy overriding other ones mysteriously
- Data import--most data was lost in the process due to limited import functions
- Training is quite involved
- Time taken to set up correctly is very high
- Creating a new service ticket for an existing client
- Organizing tickets onto service boards
- Connecting to other MSP software
- Report creation
- Quoting (100% featureless and unable to even modify the default quote)
- Finding information
- Marketing (unusable)
- Knowledge Base (unusable)
- Setting up a new client
- Logging in on self-hosted versions (kicks out of other logged-in sessions and forces their portal)
- Password management (they claim passwords can be configurations)
- Procurement and product management (best to just track categories and keep details in the notes)
- Tying configurations together (you will need IT Glue integration for this)
- Contact management (no tie to username or cloud accounts or anything the user does or uses)
- Item profitability tracking
- Pre-sales.
- Screen connection.
- The product as a whole.
- The support.
- Organize and prioritize service tickets
- 10%1.0
- ITSM collaboration and documentation
- 10%1.0
- Ticket creation and submission
- 10%1.0
- Ticket response
- 10%1.0
- External knowledge base
- 10%1.0
- Internal knowledge base
- 10%1.0
- IVR
- 10%1.0
- Email support
- 10%1.0
- Help Desk CRM integration
- 10%1.0
- It has been a complete waste of time and resources.
- Third-party professional services
ConnectWise for MSPs
- Agreement billing is easy with correct work role and work type configurations, giving you the ability to streamline your billing process, but also the flexibility to easily address your clients with unique billing arrangements.
- Workflows can be configured to alert anyone in your team to exception-conditions. Expiring agreement in 3 months? Warranty expiration in 45 days? Negative survey? Missed SLA? Emergency tickets? Not a problem with Connectwise's workflows.
- Product integration allows for better alerting, with improved ticket categorization for data analytics.
- Outside Sales benefits from improved reporting helping you determine what is and is not working, track your sales quotas and project your growth based on successful sales.
- Inside Sales benefits from streamlined quote creation and delivery, activity and ticket tracking all while delivering key sales metrics.
- New GUI Reporting interface allows SQL-novices to drag and drop fields to make the reports that are meaningful to you.
- Knowledge Base is weak.
- The ability to send Project surveys is limited to tickets within the Project, but not the project itself.
- The current release cycle is very aggressive. Be prepared to update the program every 30 (or fewer) days.
- The program's flexibility can be a weakness, so you will need to educate your team. ConnectWise University is a great resource - use it.
- Better data analytics to identify problematic products and services.
- Increased employee utilization, better resource management.
- The product's workflow automation allows for scalability.
- Directly improves customer service through the closed loop features.
- Indirectly improves service through reporting, which allows us to better know what we do and don't do well.
- Resource Scheduling
- Tracking Time against Agreements
- Improved resource management
- Better reporting on key metrics
- Service delivery is built on the ITIL standard
- Workflows
- Automated alert notification letting the system tell "Freemium" clients when alerts happen, and letting the clients leverage 'Self - service" to tell us when they want us to resolve an issue.
- Customized reporting. Once we found we could dig into the database, we've been creating custom reports ever since. The last time I checked, I think we had around 110 custom reports.
- Improve Project Management
- Project Surveys
- Leverage more automation through workflows
- Hopefully the Knowledge Base will improve and we can utilize it.
- Product Features
- Product Usability
- Third-party Reviews
- Implemented in-house
- Encouraging the employees to adopt the best practices.
- Training.
- Understanding how data flowed from time entry to agreements to billing. It took some time to get invoicing adjusted.
- Ticketing
- Workflows
- Project Management
- Invoicing
- QuickBooks Integration