What users are saying about
12 Ratings

ConnectWise Manage

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206 Ratings
12 Ratings
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Score 6.2 out of 101

ConnectWise Manage

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206 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Add comparison

Likelihood to Recommend

Accelo

Pretty good as a basic CRM, decent as a support desk. Tries to do a lot, but doesn't excel at any one thing. Reasonably priced, though, and can be a component in a larger setup.
Ryan Freeman profile photo

ConnectWise Manage

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time
Alissa Levanway profile photo

Feature Rating Comparison

Project Management

Accelo
5.3
ConnectWise Manage
Task Management
Accelo
5.0
ConnectWise Manage
Resource Management
Accelo
5.5
ConnectWise Manage
Gantt Charts
Accelo
6.0
ConnectWise Manage
Scheduling
Accelo
5.0
ConnectWise Manage
Workflow Automation
Accelo
5.0
ConnectWise Manage
Team Collaboration
Accelo
4.3
ConnectWise Manage
Support for Agile Methodology
Accelo
3.7
ConnectWise Manage
Support for Waterfall Methodology
Accelo
5.0
ConnectWise Manage
Email integration
Accelo
7.4
ConnectWise Manage
Mobile Access
Accelo
4.5
ConnectWise Manage
Timesheet Tracking
Accelo
7.1
ConnectWise Manage
Change request and Case Management
Accelo
5.2
ConnectWise Manage
Budget and Expense Management
Accelo
5.1
ConnectWise Manage

Professional Services Automation

Accelo
4.7
ConnectWise Manage
Quotes/estimates
Accelo
3.6
ConnectWise Manage
Invoicing
Accelo
4.1
ConnectWise Manage
Project & financial reporting
Accelo
5.2
ConnectWise Manage
Integration with accounting software
Accelo
6.1
ConnectWise Manage

Incident and problem management

Accelo
ConnectWise Manage
7.3
Organize and prioritize service tickets
Accelo
ConnectWise Manage
8.1
Expert directory
Accelo
ConnectWise Manage
6.5
Subscription-based notifications
Accelo
ConnectWise Manage
6.0
ITSM collaboration and documentation
Accelo
ConnectWise Manage
6.2
Ticket creation and submission
Accelo
ConnectWise Manage
8.3
Ticket response
Accelo
ConnectWise Manage
8.5

Self Help Community

Accelo
ConnectWise Manage
6.8
External knowledge base
Accelo
ConnectWise Manage
7.0
Internal knowledge base
Accelo
ConnectWise Manage
6.6

Multi-Channel Help

Accelo
ConnectWise Manage
7.0
Customer portal
Accelo
ConnectWise Manage
7.3
IVR
Accelo
ConnectWise Manage
5.9
Social integration
Accelo
ConnectWise Manage
6.0
Email support
Accelo
ConnectWise Manage
7.7
Help Desk CRM integration
Accelo
ConnectWise Manage
8.3

Pros

  • Tracking customer interactions. Nice integration with G Suite, could be a lot better if they acknowledged that contacts may actually have more than one email address.
  • Support Ticket system is integrated, so we can view support history and other email correspondence easily. It's cheaper that Zendesk.
  • Support is reasonably good, usually prompt and responsive.
  • Constant development - lots of updates, just not often to areas that we use.
Ryan Freeman profile photo
  • Automation: With a little planning and elbow grease it's possible to automate much of the day-to-day business like routing service tickets, sending SLA reminders, using tracks and templates to standardize sales and project functions, and more.
  • Integration: Manage integrates with a large number of other products ranging from HR management to RMMs. ConnectWise also has its own suite of products to handle remote support, chat, RMM, quoting, and cloud services.
  • Project Management: The Project module plus templates and workflows make project management organized and automated.
Jennifer Henney profile photo

Cons

  • Difficult to upload targets
  • Not easy to modify a target
  • When uploading targets you can not attach them to tags until after they are uploaded.
  • When listing opportunities in the system, you are limited with what stage the opportunity is in and the star system is not very helpful. The status' are very vague and not always accurate.
No photo available
  • The worst part is the procurement process and lack of integration with vendors. We have to manually enter serial numbers for shipped products.
Dean Lause profile photo

Likelihood to Renew

Accelo9.0
Based on 1 answer
Looking forward to seeing more refinement of features provided and upcoming features promised :)
Brendon O'Sullivan profile photo
ConnectWise Manage8.6
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.
Delano Collins profile photo

Usability

Accelo7.0
Based on 1 answer
No answer on this topic is available.
ConnectWise Manage8.1
Based on 15 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
Wes Jensen profile photo

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.
David Pavuk profile photo

Performance

Accelo10.0
Based on 1 answer
No answer on this topic is available.
ConnectWise Manage8.0
Based on 6 answers
Overall, I love CW Manage. I think it is a great platform, but nothing is learned from saying "You're great!" So I will share 2 issues where I think improvement can be made.1. There are times where service requests are closed inappropriately without explanation or warning which can be frustrating. I have learned that I must work extra hard to manage my open issues to ensure that they don't just disappear without resolution.2. I recently found that I had mistakenly been charged $50 a month for a year for services I did not have. When I brought this to CW's attention, I was quickly given a credit memo and an apology, which was nice, but it was still annoying
Wes Jensen profile photo

Support

No score
No answers yet
No answers on this topic
ConnectWise Manage5.9
Based on 10 answers
A bit better than average
Jeff Skillin profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.5
Based on 7 answers
They're online training courses, specifically the online videos, are very professionally done and are kept up to date.
Nicolas Poague profile photo

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)
Delano Collins profile photo

Alternatives Considered

Accelo doesn't really exceed any competitors in any one area of their product, but in 2015 when we made the move this was the best option that included all the tools we wanted. However, user adoption was low in some areas due to the UI, so we scaled back Accelo and added other tools.
Ryan Freeman profile photo
I just felt that ConnectWise was more intuitive than the other PSA solutions that I evaluated.
Greg Hardy profile photo

Scalability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.2
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.
Nicolas Poague profile photo

Return on Investment

  • It substantially reduced the number of systems we use to run our business.
  • It reduced the need to train our staff on a variety of platforms.
  • It gave us the ability to have a client-facing portal that directly integrates with our backend systems.
Chris Osterhout profile photo
  • We have implemented very specific service boards to be able to apply different SLAs. This has given us more insight into our SLA performance and the profitability of our managed agreements.
  • We have recently begun entering our SOPs into ConnectWise as standard templates. This allows us to insure quality and train younger staff.
  • The cloud console application was an additional cost, but given the difficulty in manually reconciling the CSP licenses and billing, it has helped us insure that we are capturing all possible revenue for Office 365.
Greg Hardy profile photo

Pricing Details

Accelo

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
1.  Per Installation
Accelo Editions & Modules
Accelo
Edition
Plus
$191
Premium
$341
1. Per User
Additional Pricing Details

Accelo More Information

ConnectWise Manage

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

ConnectWise Manage More Information