What users are saying about

10000ft

2 Ratings

10000ft

2 Ratings
Score 5.1 out of 101

ConnectWise Manage

186 Ratings
Score 8.1 out of 101

Add comparison

Likelihood to Recommend

10000ft

I think 10000ft is good for bare minimum project monitoring, we used it a large company because we didn't need to have exact numbers - it was just a rough idea to see where freelance resources were over burning. If, however you work a much smaller company and really need to know detailed information it's not as effective, there are many other software options that really allow for much closer and precise tracking. I would recommend 10000ft for companies that just need to monitor large freelance teams, track hours and higher level projects that are also monitored on other project management tools. It's a tool I would only use in conjunction with something else.

ConnectWise Manage

When organization to keep track of service tickets or sales, this would be the best places to use this.

I couldn't see this being very useful in the retail and education world.

Feature Rating Comparison

Project Management

10000ft
3.5
ConnectWise Manage
Task Management
10000ft
6.0
ConnectWise Manage
Resource Management
10000ft
6.0
ConnectWise Manage
Gantt Charts
10000ft
2.0
ConnectWise Manage
Scheduling
10000ft
2.0
ConnectWise Manage
Workflow Automation
10000ft
2.0
ConnectWise Manage
Team Collaboration
10000ft
1.0
ConnectWise Manage
Document Management
10000ft
2.0
ConnectWise Manage
Email integration
10000ft
1.0
ConnectWise Manage
Timesheet Tracking
10000ft
7.0
ConnectWise Manage
Change request and Case Management
10000ft
2.0
ConnectWise Manage
Budget and Expense Management
10000ft
7.0
ConnectWise Manage

Professional Services Automation

10000ft
5.0
ConnectWise Manage
Quotes/estimates
10000ft
6.0
ConnectWise Manage
Invoicing
10000ft
2.0
ConnectWise Manage
Project & financial reporting
10000ft
7.0
ConnectWise Manage

Incident and problem management

10000ft
ConnectWise Manage
7.5
Organize and prioritize service tickets
10000ft
ConnectWise Manage
8.0
Expert directory
10000ft
ConnectWise Manage
7.0
Subscription-based notifications
10000ft
ConnectWise Manage
6.9
ITSM collaboration and documentation
10000ft
ConnectWise Manage
6.5
Ticket creation and submission
10000ft
ConnectWise Manage
8.3
Ticket response
10000ft
ConnectWise Manage
8.5

Self Help Community

10000ft
ConnectWise Manage
6.9
External knowledge base
10000ft
ConnectWise Manage
7.3
Internal knowledge base
10000ft
ConnectWise Manage
6.6

Multi-Channel Help

10000ft
ConnectWise Manage
7.7
Customer portal
10000ft
ConnectWise Manage
8.0
IVR
10000ft
ConnectWise Manage
7.6
Social integration
10000ft
ConnectWise Manage
6.8
Email support
10000ft
ConnectWise Manage
8.2
Help Desk CRM integration
10000ft
ConnectWise Manage
8.1

Pros

  • Tracks freelance resource hours.
  • Tracks multiple small projects and milestones within the projects.
  • Tracks budget information and scope creep.
  • We are also a VoIP service provider. Telecommunications comes with the joy of managing communication services taxes in addition to the sales taxes we are required to collect on our managed services. Connectwise gave us the ability to set these taxes up and transfer that information to QuickBooks Pro Desktop.
  • During the past year, the folks at Connectwise have really fleshed out the online version of the software, providing nearly the same functionality of the locally installed version. With the exception of our periodic need to import and export from QuickBooks, we are able to use the software from any location.
  • Having service tickets created automatically via the receipt of a customer email has been a big help. They are even able to reopen an existing ticket by simply replying to the email thread. This makes it easier for our techs to quickly see notes and history relating to the ticket and resolve it quickly.

Cons

  • It's often confusing to use and find things, I sometimes find it to be a little counterintuitive as to where functions are (e.g. for tracking budgets and pulling reports).
  • When pulling a budget I always struggled to comb through the large amounts of data and time inputted. When I select a filter the page often wouldn't refresh or i'd forget to de-select a filter as it wasn't in an obvious place, which sometimes left me with pulling an incorrect budget.
  • The data is only as good as the people entering the time. Often with so many small tasks people would enter time incorrectly, in the wrong milestone or project. It lists all of your projects on one page, so it's not easy to enter it and there's a lot of room for error.
  • Bulk editing Agreements would be very helpful to have. It can be meticulous and frustrating to have to go through 90+ agreements to edit one small piece of the agreement to match the others.
  • Syncing information from LabTech can be hit or miss sometimes. The issue with this is that when you speak with CW support about it, they refer you to LT Support, but when you speak to LT support, they refer back to CW support. Can be challenging at times when looking for a resolution.
  • Would love to see more ability to change the themes inside the application. In no way related to the overall functionality - would just like to see a different theme than blue/white.

Likelihood to Renew

10000ft4.0
Based on 1 answer
I think there's limited uses for the tool and much more comprehensive options out there for multiple tools in one. With more people working remotely, it's hard to just use email and face to face, in some ways you need to have a tool that's a fall back and a record of where you are + where you're going
ConnectWise Manage8.7
Based on 22 answers
The product works awesomely. The only factors holding back a 10 star rating are some of the upgrades that I believe are necessary. Namely, active directory integration for the customer portal is a feature that is long overdue. AD integration on the technician side should also be made available for subscribers of the cloud hosted solution.

Usability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.3
Based on 15 answers
Since the latest updates, the interface hides options that used to be easy to access and everything seems slower. The interface also continues to be outdated looking and cumbersome.

Reliability and Availability

No score
No answers yet
No answers on this topic
ConnectWise Manage9.1
Based on 3 answers
The CW PSA is extremely stable and has very little incident of needing reboots or the like.

Performance

No score
No answers yet
No answers on this topic
ConnectWise Manage7.8
Based on 6 answers
System freezes, slow searches.

Support

No score
No answers yet
No answers on this topic
ConnectWise Manage6.6
Based on 10 answers
Some of their support agents are really great. However, there have been several times where the support agent didn't actually answer the question I asked. On several occasions their "answer" had very little to do with the question I was asking. Also, several times the support agent didn't seem to know the system that well because they would advise me to change a setting that would impact multiple areas and they didn't warn us that would happen. Unless you ask the support agent very leading questions, they don't give warnings about those things.

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage7.0
Based on 7 answers
It is pretty good as far as online training goes.

Implementation

No score
No answers yet
No answers on this topic
ConnectWise Manage7.0
Based on 2 answers
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction)

Alternatives Considered

Although an interesting tool, compared to Basecamp or Workfront, 10000ft really struggles on the collaboration aspect of the tool. It's great for the bare minimum, recording hours and pulling a budget, but we also relied on email for collaboration and face to face meetings - which is no bad thing! Although for big companies and small projects it's nice to have everything all in one tool so there's less jumping and room for error. That would be my recommendation for any company evaluating it
I just felt that ConnectWise was more intuitive than the other PSA solutions that I evaluated.

Scalability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.4
Based on 6 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.

Return on Investment

  • Positive - We were able to track multiple projects at the same time and record accurate hours.
  • Positive - Able to pull budget and excel reports which can the be analyzed further and relatively simply.
  • Negative - There were a lot of times when hours were entered inaccurately which left us in a bind with budget and freelance billing.
  • Positive: Tighter time tracking. Negative: You have to track your time. I say this not to be funny but to underscore that the system only works if you use it properly. It's a cultural change that is sometimes hard to make depending on the type of company culture you have before you implement.
  • Positive: It is my memory. When you scale your company you lose the ability to remember everything you need to do and when you need to do it. There are just too many things to keep track of. ConnectWise if used properly will help keep you focused and on track.
  • Negative: I'm not sure the people who create ConnectWise actually use the software and if they do the use it in a very very basic manner. There are things that we are having to do with custom reports that have lowered my ROI.
  • Negative: Costs. We are nearly 50 people and the costs of Quosal, LabTech, ConnectWise, ScreenConnect and the beat goes on is becoming too high. I think ConnectWise really needs to reconsider its pricing model and start giving larger companies some kind of quantity discount.

Screenshots

10000ft

Pricing Details

10000ft

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

10000ft More Information

ConnectWise Manage

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

ConnectWise Manage More Information