What users are saying about

ConnectWise Manage

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205 Ratings
2 Ratings
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Score 10 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

Agiloft Custom Workflow/BPM

Agiloft is perfect for managing requisitions, linking those requisitions to their appropriate contracts (and getting the contracts directly executed via DocuSign or Adobe), notifications on upcoming renewals, spend tracking, trend analysis, contractor access management and ticket automation, audits, and much more. The tool flexible enough to integrate with other platforms but users need to be made aware of the requirements/limitations of the integrations.
Carly Cockman profile photo

ConnectWise Manage

I was recently asked by one of my customers for a recommendation for a tool to help her manage accounting and tax preparation projects. ConnectWise immediately came to mind as a tool, even though it is designed for use in the MSP community. It is that flexible. However, the amount of setup and preparation and training that is required to utilize this software product does lend itself toward use in a large organization with many users where the investment in time will pay off quickly. The calendar function and time tracking can be a real value when utilized but we find this difficult to use when our organization has only 2 or 3 owners/technicians.
Daryn O'Shea profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Custom Workflow/BPM
ConnectWise Manage
7.3
Organize and prioritize service tickets
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.1
Expert directory
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.6
Subscription-based notifications
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.1
ITSM collaboration and documentation
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.3
Ticket creation and submission
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.4
Ticket response
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.5

Self Help Community

Agiloft Custom Workflow/BPM
ConnectWise Manage
6.8
External knowledge base
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.0
Internal knowledge base
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.6

Multi-Channel Help

Agiloft Custom Workflow/BPM
ConnectWise Manage
7.1
Customer portal
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.4
IVR
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.1
Social integration
Agiloft Custom Workflow/BPM
ConnectWise Manage
6.1
Email support
Agiloft Custom Workflow/BPM
ConnectWise Manage
7.7
Help Desk CRM integration
Agiloft Custom Workflow/BPM
ConnectWise Manage
8.2

Pros

  • Ease of use for both end users and administrators
  • Limitless workflow development to automate processes
  • Flexibility to integrate with other software platforms
Carly Cockman profile photo
  • Ticketing system works great for a help desk.
  • Help desk tickets get opened easy from RMM and through email from clients.
  • Configurations are easily tracked for companies and sites.
William Stasak profile photo

Cons

  • We have a history of quick but unhelpful responses from customer support. Fortunately, we are able to work with our implementation specialist when support tickets require escalation. There is a clear eagerness to assist, but the communication from support lacks depth. You have to be extremely specific with your desired resolution.
Carly Cockman profile photo
  • 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

No score
No answers yet
No answers on this topic
ConnectWise Manage8.6
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.
Nicolas Poague profile photo

Usability

No score
No answers yet
No answers on this topic
ConnectWise Manage8.2
Based on 15 answers
Connectwise might be somewhat complicated but the dev team is making constant improvements and it's getting better and better.
Brian Hopper 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
Well trained, available and caring team of support engineers.
Delano Collins profile photo

Online Training

No score
No answers yet
No answers on this topic
ConnectWise Manage6.7
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

No answers on this topic
We've evaluated several options in the past, but none offered all the features, integration, and control that ConnectWise does. Autotask is the classic competitor that never quite stacked up, while Kaseya BMS is the newer rival that is also short on some features, as well as being a bit new to the market.
Ariel Donahue 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

  • Agiloft has streamlined the requisitioning process and eliminated manual effort and repetitive low-value tasks.
  • We now have a single source of truth for our SOC audits.
Carly Cockman profile photo
  • We are no longer losing revenue from an engineer not writing up the service call as they do it at the time of service onsite or remote support.
  • ConnectWise's ongoing business training and video is very helpful and sometimes gives us new ideas to increase our bottom line that we didn't think of.
  • Tracking engineers' expenses is much faster and they get billed to the client. Before ConnectWise, the engineers would end up submitting expenses long past the service which made invoicing the client for travel after the fact was not a good experience.
Stana Steen profile photo

Pricing Details

Agiloft Custom Workflow/BPM

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

Agiloft Custom Workflow/BPM 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