What users are saying about
2 Ratings

ConnectWise Manage

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205 Ratings
2 Ratings
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Score 7.9 out of 101

ConnectWise Manage

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205 Ratings
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Score 8.1 out of 101

Add comparison

Likelihood to Recommend

AgileCraft

1) Forecasting & Release Planning
2) Scaling Agile at enterprise level
3) To maintain transparency, lot of information radiators, games, reports are available enabling transparency at portfolio level
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG 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

AgileCraft
9.2
ConnectWise Manage
Task Management
AgileCraft
10.0
ConnectWise Manage
Resource Management
AgileCraft
10.0
ConnectWise Manage
Scheduling
AgileCraft
9.0
ConnectWise Manage
Team Collaboration
AgileCraft
9.0
ConnectWise Manage
Support for Agile Methodology
AgileCraft
10.0
ConnectWise Manage
Document Management
AgileCraft
7.0
ConnectWise Manage
Timesheet Tracking
AgileCraft
9.0
ConnectWise Manage
Change request and Case Management
AgileCraft
9.0
ConnectWise Manage
Budget and Expense Management
AgileCraft
10.0
ConnectWise Manage

Professional Services Automation

AgileCraft
9.0
ConnectWise Manage
Quotes/estimates
AgileCraft
10.0
ConnectWise Manage
Project & financial reporting
AgileCraft
8.0
ConnectWise Manage

Incident and problem management

AgileCraft
ConnectWise Manage
7.3
Organize and prioritize service tickets
AgileCraft
ConnectWise Manage
8.1
Expert directory
AgileCraft
ConnectWise Manage
6.6
Subscription-based notifications
AgileCraft
ConnectWise Manage
6.1
ITSM collaboration and documentation
AgileCraft
ConnectWise Manage
6.2
Ticket creation and submission
AgileCraft
ConnectWise Manage
8.4
Ticket response
AgileCraft
ConnectWise Manage
8.5

Self Help Community

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

Multi-Channel Help

AgileCraft
ConnectWise Manage
7.1
Customer portal
AgileCraft
ConnectWise Manage
7.4
IVR
AgileCraft
ConnectWise Manage
6.1
Social integration
AgileCraft
ConnectWise Manage
6.1
Email support
AgileCraft
ConnectWise Manage
7.7
Help Desk CRM integration
AgileCraft
ConnectWise Manage
8.2

Pros

  • Effective Sprint planning : Sprint planning can be done using Planning Poker in AgileCraft by clicking Team > Manage > Other > Estimation Games very effectively for distributed teams.
  • Team Capacity Allocation Report: After tasks are created at team or program level, the report from AgileCraft cab be pulled and can be verified that no team member is under or over allocated. A report can be generated by navigating to Team > Manage > Assign Tasks.
  • Effective Requirement trace-ability: To maintain requirements trace-ability follow the steps below:
  • Upload test cases against the story/requirement. once uploaded test cases will be visible under that story
  • Execute Test cases in AgileCraft and mark them as Pass/Fail based on the actual outcome
  • Based on test results, The acceptance criterion's can be marked as “Pass” or “Fail” & if marked failed corresponding defect can be logged & can be attached with the story
  • So against each story we can easily see whether all test cases been executed or not & which acceptance criterion's are failed & how many defects are in open or close state.
  • Daily Scrum: In AgileCraft, the option to run a daily stand-up is available from Team > Manage > Daily Standups. Selecting the sprint number opens the daily stand-up meeting window in which each team member's tasks are visible and hours can be burned against them. Conduct Scrum meetings in AgileCraft, and burn each associate hour against the tasks created during the meeting. The burn-down chart can be generated & viewed during the stand-up to check whether the team is on track.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG 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

  • Program level metrics & Scorecards: Though we can generate few metrics & scorecards but I feel few more metrics can be added like velocity acceleration , team improvement rate.
  • QA team often come to me regarding the test case tagging, it is very difficult to search particular test case here so I feel advance search feature should be provided.
  • Program Planning: In Agilecraft program tracker if we have lot of multiple dependencies & where situation demands to look at our features holistically across the entire landscape of the solution, it did not provide proper support.
  • Also If I need to take a call at which sprint need to be optimized I did not get that decision making enablement here.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG profile photo
  • 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.
Carson Hagan, ITILv3 profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
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

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 Manage6.1
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 Manage6.7
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

JIRA basic version do not have basic support for test management, capacity planning & forecasting.

Rally is good & rich in features but if you want to implement safe , Agilecraft is definitely a better choice.
Rally supports safe but I did not get good support from technical desk & few features are really cumbersome to use.

HP Quality Center 11 supports agile teams well but I found it pretty costly.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG 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
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

  • Able to forecast & plan releases well using agilecraft leading to quality on time delivery.
  • Distributed teams are able to collaborate well, be it be daily scrum, retrospective, estimation though this. Also team members love the gamification part & they have fun using this tool. Earlier we use to face challenges due to distributed teams but after AgileCraft, collaboration & communication was no longer a challenge & we are able to see improvement not only in team velocity, but also team satisfaction.
  • Simplest tool to implement safe, scaling is always a problem with most of the agile tools but agilecraft helps in smoother implementation of safe practices & principles.
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG 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

AgileCraft

Pricing Details

AgileCraft

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

AgileCraft 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