What users are saying about
6 Ratings

ConnectWise Manage

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206 Ratings
6 Ratings
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Score 6.6 out of 101

ConnectWise Manage

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206 Ratings
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Score 8.2 out of 101

Add comparison

Likelihood to Recommend

AceProject

It is well suited if you have a specific work force or are working in a production or an assembly line style environment. It is also well suited if you have small teams that have to get out a certain amount of product in set periods of time. AceProjects is great for monitoring how long each individual spent on their specific task and subsequently how long the team took to complete their work.
Kyle Culpepper profile photo

ConnectWise Manage

Every PSA, CRM, RMM, {fill in your own three-letter initialism}, is going to have something that you don't like. ConnectWise is no exception. However, having used some of the bigger names in out there, I find ConnectWise to be the most intuitive and easy to use. I feel the support is really what sets ConnectWise a part from the rest. ConnectWise just provides more to love.
Sebastian Abbinanti profile photo

Feature Rating Comparison

Project Management

AceProject
3.2
ConnectWise Manage
Task Management
AceProject
5.0
ConnectWise Manage
Resource Management
AceProject
6.0
ConnectWise Manage
Gantt Charts
AceProject
3.0
ConnectWise Manage
Scheduling
AceProject
4.0
ConnectWise Manage
Workflow Automation
AceProject
1.0
ConnectWise Manage
Team Collaboration
AceProject
5.0
ConnectWise Manage
Support for Agile Methodology
AceProject
1.0
ConnectWise Manage
Support for Waterfall Methodology
AceProject
1.0
ConnectWise Manage
Document Management
AceProject
1.0
ConnectWise Manage
Email integration
AceProject
2.0
ConnectWise Manage
Mobile Access
AceProject
1.0
ConnectWise Manage
Timesheet Tracking
AceProject
8.0
ConnectWise Manage
Change request and Case Management
AceProject
4.0
ConnectWise Manage
Budget and Expense Management
AceProject
3.0
ConnectWise Manage

Professional Services Automation

AceProject
2.0
ConnectWise Manage
Project & financial reporting
AceProject
2.0
ConnectWise Manage

Incident and problem management

AceProject
ConnectWise Manage
7.3
Organize and prioritize service tickets
AceProject
ConnectWise Manage
8.1
Expert directory
AceProject
ConnectWise Manage
6.6
Subscription-based notifications
AceProject
ConnectWise Manage
6.1
ITSM collaboration and documentation
AceProject
ConnectWise Manage
6.2
Ticket creation and submission
AceProject
ConnectWise Manage
8.3
Ticket response
AceProject
ConnectWise Manage
8.5

Self Help Community

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

Multi-Channel Help

AceProject
ConnectWise Manage
7.1
Customer portal
AceProject
ConnectWise Manage
7.4
IVR
AceProject
ConnectWise Manage
6.0
Social integration
AceProject
ConnectWise Manage
6.1
Email support
AceProject
ConnectWise Manage
7.7
Help Desk CRM integration
AceProject
ConnectWise Manage
8.3

Pros

  • Time Tracking
  • Resource allocation
  • Easy to implement, small adoption curve.
Kyle Culpepper profile photo
  • 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.
Daryn O'Shea profile photo

Cons

  • Expand on data tracking
  • Improve report generation
  • Break out from just being a time clock manager.
Kyle Culpepper profile photo
  • I'd like to see 2FA functionality built into the product along with a more secure tool for storing sensitive customer information. We are currently required to utilize a third party tool to help provide that data protection.
  • We are currently experiencing the occasional delays in screen refreshes and find ourselves waiting 10 to 15 seconds for our data to save or refresh. Acknowledging that this software is the primary tool we use to run our business, eliminating those pauses would be ideal.
  • Customer support is available through a variety of avenues. Having access to support via the chat method is great. However, since we often have to wait for quite some time for a support technician to get to us within the queue, having an audible notification that the tech has finally arrived would be helpful.
Daryn O'Shea profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
ConnectWise Manage8.6
Based on 22 answers
I would recommend ConnectWise for the company that isn't as large or ridged in their support practices. ConnectWise is very good at what it does, but when it comes to truly customized process, it tends to cause problems. While ConnectWise is flexible, it is only flexible in the way their mind set and architecture function. If you are a large well developed company with set ways of doing things, ConnectWise is not likely to be a good fit. If you are a smaller, less developed company with the capacity to adapt to ConnectWise methodology, you can make some quick gains implementing their way of doing things. The SMB company I was working with on the product used the product exclusively and used it well. We used each product to its extent, and it really helped to speed up the development cycle accepting the intended use of each function. A much larger company I worked with had the exact opposite experience. Their standing procedures and methodologies were diametrically opposed to the use of ConnectWise and ultimately drove the company to abandon the project in favor of a home grown product
Kettric Midura profile photo

Usability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.2
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

No score
No answers yet
No answers on this topic
ConnectWise Manage7.9
Based on 6 answers
System freezes, slow searches.
Delano Collins profile photo

Support

No score
No answers yet
No answers on this topic
ConnectWise Manage6.0
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.
Shael Risman profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.6
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.
Graham Green 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

Kyle Culpepper profile photo
I have not personally used any other PSA's but have demoed and spoken with people that have used other products. ConnectWise made sense for us because of the integration into our RMM and Remote tools. They continue to build and grow the platform. As far as I'm concerned at this point, there is a reason they are in the #1 spot, and that's because of the robust and growing platform they continue to build.
Carson Hagan, ITILv3 profile photo

Scalability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.2
Based on 6 answers
Our business is growing organically at the rate of 25% to 30% per annum. CW is able to cope with the increased data effectively. Obviously as our business grows the reliance on good data, systems and processes becomes even more paramount. CW has had a real positive impact on the way our business operates. We need to look at further automation
Graham Green profile photo

Return on Investment

  • We were able to track our production teams work and refine our methods to improve deliverable dates.
  • Once our staff reached a certain size the capability of the software began to lag. Diminishing returns.
  • The lack of reporting features made data regression and extrapolation difficult.
Kyle Culpepper profile photo
  • ConnectWise has contributed to being more accurate with our Engineers time keeping. Being able to track everything to very granular detail has been beneficial.
  • Pre-planning and recurring service tickets for companies has been a big benefit as well. Love being able to set it and forget it.
  • Having more options on time entries has allowed our Field Engineers to become more granular with the time spent on site. It has allowed us to capture more follow up opportunities to get back in front of the Client to show them.
Carson Hagan, ITILv3 profile photo

Screenshots

AceProject

Pricing Details

AceProject

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

AceProject 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