What users are saying about

10000ft

2 Ratings

10000ft

2 Ratings
Score 5.1 out of 101

ConnectWise Manage

180 Ratings
Score 8.1 out of 101

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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

ConnectWise is suited well for anybody that meets the following criteria:
  • IT Client Base (internal or external clients)
  • Needs Ticketing System for tracking time, details, and assets
  • Managed Service management
  • Billing on monthly agreements
If you need any of those things, ConnectWise is a solid product that delivers.

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
7.6
Organize and prioritize service tickets
10000ft
ConnectWise Manage
8.0
Expert directory
10000ft
ConnectWise Manage
7.1
Subscription-based notifications
10000ft
ConnectWise Manage
6.9
ITSM collaboration and documentation
10000ft
ConnectWise Manage
6.5
Ticket creation and submission
10000ft
ConnectWise Manage
8.4
Ticket response
10000ft
ConnectWise Manage
8.6

Self Help Community

10000ft
ConnectWise Manage
6.9
External knowledge base
10000ft
ConnectWise Manage
7.2
Internal knowledge base
10000ft
ConnectWise Manage
6.6

Multi-Channel Help

10000ft
ConnectWise Manage
7.7
Customer portal
10000ft
ConnectWise Manage
7.9
IVR
10000ft
ConnectWise Manage
7.7
Social integration
10000ft
ConnectWise Manage
6.9
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 particularly like the ticketing system for our help desk, and how it keeps track of billable/non billable hours. This helps at the end of the month for invoicing and for seeing where we may need to tweak our contracts with our clients.
  • The Workflows also make my job must easier and tasks that much easier to manage. The automation is great.
  • The integration of different application, such as having our help desk calls attached to tickets is an added benefit so that we can better keep track of our time spent with customers.

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.
  • I think it would be nice if ConnectWise had a feature for internal techs to send attached files when doing an internal update ticket, while updating the ticket at the same time without having to click on 'time entry'--that is a very nitpicky request.
  • ConnectWise might offer some better examples of what their workflow rules are capable of accomplishing.
  • When e-mailing help@connectwise.com, it would be nice if we did not have to remember to specify that any added information we were giving about an issue (if not on the original ticket) needed to be added to a recently-opened ticket.

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
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.

Usability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.3
Based on 15 answers
CW for the most part is a good comprehensive product to manage our client data and billing. However, we find bugs in the system and some we can't seem to get solid answers on. The webinars and training modules are not as user friendly and clear as needed for novice users. It is obvious that the presenters know the product but often assume the client knows what they are referring to and not clarifying. With that said, I recently worked with a Solution Strategist that was wonderful and we hope to use his services in the near future to move us forward.

Reliability and Availability

No score
No answers yet
No answers on this topic
ConnectWise Manage9.2
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 Manage6.7
Based on 10 answers
We give up on our support requests frequently because more often than not they seem to end up in the black hole of development, and we have to build some kind of work around for an element that we are paying for.

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage7.1
Based on 7 answers
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.

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 had looked at Autotask when I was looking for a CRM for IT and at the time it just didn't compare with ConnectWise. ConnectWise had much more features we needed and also their sales team was very helpful in explaining the features and limitations. We were using Commit CRM at the time and it just wasn't cutting it especially with the write up of the service performed.

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.
  • Accurate time tracking
  • Better staffing
  • Greater efficiency especially on larger projects

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