What users are saying about
9 Ratings
Top Rated
331 Ratings
9 Ratings
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Score 9.3 out of 100
Top Rated
331 Ratings
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Score 7.8 out of 100

Feature Set Ratings

    Project Management

    9.4

    Backlog

    94%

    ConnectWise Manage

    Feature Set Not Supported
    N/A
    Backlog ranks higher in 8/8 features

    Task Management

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Gantt Charts

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Scheduling

    9.9
    99%
    2 Ratings
    N/A
    0 Ratings

    Team Collaboration

    9.9
    99%
    2 Ratings
    N/A
    0 Ratings

    Support for Waterfall Methodology

    7.9
    79%
    2 Ratings
    N/A
    0 Ratings

    Document Management

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Email integration

    9.9
    99%
    2 Ratings
    N/A
    0 Ratings

    Mobile Access

    9.9
    99%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Backlog

    Feature Set Not Supported
    N/A
    7.9

    ConnectWise Manage

    79%
    ConnectWise Manage ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.1
    81%
    79 Ratings

    Expert directory

    N/A
    0 Ratings
    7.4
    74%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.5
    75%
    52 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    59 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.9
    79%
    79 Ratings

    Ticket response

    N/A
    0 Ratings
    8.3
    83%
    78 Ratings

    Self Help Community

    Backlog

    Feature Set Not Supported
    N/A
    7.8

    ConnectWise Manage

    78%
    ConnectWise Manage ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.4
    84%
    60 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.2
    72%
    70 Ratings

    Multi-Channel Help

    Backlog

    Feature Set Not Supported
    N/A
    7.6

    ConnectWise Manage

    76%
    ConnectWise Manage ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.3
    73%
    71 Ratings

    IVR

    N/A
    0 Ratings
    8.9
    89%
    18 Ratings

    Social integration

    N/A
    0 Ratings
    7.0
    70%
    25 Ratings

    Email support

    N/A
    0 Ratings
    7.8
    78%
    71 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.2
    72%
    67 Ratings

    Attribute Ratings

    • Backlog is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.9

    Backlog

    99%
    2 Ratings
    7.0

    ConnectWise Manage

    70%
    111 Ratings

    Likelihood to Renew

    Backlog

    N/A
    0 Ratings
    4.7

    ConnectWise Manage

    47%
    26 Ratings

    Usability

    Backlog

    N/A
    0 Ratings
    5.7

    ConnectWise Manage

    57%
    25 Ratings

    Availability

    Backlog

    N/A
    0 Ratings
    8.0

    ConnectWise Manage

    80%
    7 Ratings

    Performance

    Backlog

    N/A
    0 Ratings
    1.0

    ConnectWise Manage

    10%
    13 Ratings

    Support Rating

    8.0

    Backlog

    80%
    2 Ratings
    4.6

    ConnectWise Manage

    46%
    32 Ratings

    Online Training

    Backlog

    N/A
    0 Ratings
    5.0

    ConnectWise Manage

    50%
    8 Ratings

    Implementation Rating

    Backlog

    N/A
    0 Ratings
    1.0

    ConnectWise Manage

    10%
    8 Ratings

    Product Scalability

    Backlog

    N/A
    0 Ratings
    1.0

    ConnectWise Manage

    10%
    7 Ratings

    Likelihood to Recommend

    Backlog

    The user interface is very good. It is more intuitive in nature. It is easy to use and robust in operation. The dashboard is designed on modernized UI and the interface is also intuitive. I can easily navigate things on my own.
    Carol Aleman | TrustRadius Reviewer

    ConnectWise Manage

    I really enjoy ConnectWise, it is a massive step forward. The ability to see all departments working towards the same goal and having full visibility on account activity is massive to our business. Only some small tweaks would go a long way to making this even easier for sales managers to keep tabs on active prospects and lead generation.
    Anonymous | TrustRadius Reviewer

    Pros

    Backlog

    • Gantt chart
    • Github support
    Sanyam Jain | TrustRadius Reviewer

    ConnectWise Manage

    • Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
    • Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
    Alissa Levanway | TrustRadius Reviewer

    Cons

    Backlog

    • The biggest drawback that I want Backlog to fix as soon as possible is that is does not provide any place to explain the problem or bug virtually.
    • There is a need for a tab or space to attach screenshot or video to easily explain the bug or problem in the project.
    Carol Aleman | TrustRadius Reviewer

    ConnectWise Manage

    • I will say the calendar option needs a little bit of work.
    • A calendar that looks more like lets say a Google Calendar would a nice feature.
    • Better Knowledge base section.
    • We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
    • Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
    • A better layout for reporting would also be something good to have.
    • The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
    John Trevino | TrustRadius Reviewer

    Pricing Details

    Backlog

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Backlog Editions & Modules

    Additional Pricing Details

    ConnectWise Manage

    General

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

    Starting Price

    $35 Per Tech Per Month

    ConnectWise Manage Editions & Modules

    Edition
    Subscription$35.001
    1. Per Tech Per Month
    Additional Pricing Details

    Likelihood to Renew

    Backlog

    No score
    No answers yet
    No answers on this topic

    ConnectWise Manage

    ConnectWise Manage 4.7
    Based on 26 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 | TrustRadius Reviewer

    Usability

    Backlog

    No score
    No answers yet
    No answers on this topic

    ConnectWise Manage

    ConnectWise Manage 5.7
    Based on 25 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 | TrustRadius Reviewer

    Reliability and Availability

    Backlog

    No score
    No answers yet
    No answers on this topic

    ConnectWise Manage

    ConnectWise Manage 8.0
    Based on 7 answers
    We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.
    Farrell Lusher | TrustRadius Reviewer

    Performance

    Backlog

    No score
    No answers yet
    No answers on this topic

    ConnectWise Manage

    ConnectWise Manage 1.0
    Based on 13 answers
    Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
    David Pavuk | TrustRadius Reviewer

    Support Rating

    Backlog

    Backlog 8.0
    Based on 2 answers
    I would give 9 but one less because of the high price.
    Sanyam Jain | TrustRadius Reviewer

    ConnectWise Manage

    ConnectWise Manage 4.6
    Based on 32 answers
    The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
    Jennifer Henney | TrustRadius Reviewer

    Online Training

    Backlog

    No score
    No answers yet
    No answers on this topic

    ConnectWise Manage

    ConnectWise Manage 5.0
    Based on 8 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 | TrustRadius Reviewer

    Implementation Rating

    Backlog

    No score
    No answers yet
    No answers on this topic

    ConnectWise Manage

    ConnectWise Manage 1.0
    Based on 8 answers
    Rather than letting them sell you a block of time for implementation, create a list of things that must be completed do declare the implementation complete. The implementer will have the discretion on what they set up and in what order. They will be trying to end their services in as little time as possible and may not get things set up right. You are best advised to hire a third-party wizard that has done many of these setups. Record the audio and video of all of your implementation sessions.
    Charlie Meyer | TrustRadius Reviewer

    Alternatives Considered

    Backlog

    Backlog has all of the top-notch features to increase productivity, visibility, and project tracking. Backlog is easy to use. I first just logged in to the platform and it was [ready] to go. I easily started working on it and it started giving me the bugs’ details on our project. Always available for queries. Listen to the queries very attentively and try to give a solution on the go if applicable. Otherwise, take some time and respond with the advanced workable solution in the limited time frame.
    Carol Aleman | TrustRadius Reviewer

    ConnectWise Manage

    We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.
    Daren Anderson, MSIS | TrustRadius Reviewer

    Scalability

    Backlog

    No score
    No answers yet
    No answers on this topic

    ConnectWise Manage

    ConnectWise Manage 1.0
    Based on 7 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 | TrustRadius Reviewer

    Return on Investment

    Backlog

    • Software interns get easily used to this tool.
    • One who works in the SDLC gets recognized and it's easy to track rank board.
    Sanyam Jain | TrustRadius Reviewer

    ConnectWise Manage

    • At this stage in the game, we have been using the Connectwise Manage product for just one year. This basically means we're just getting out of the honeymoon part of the relationship and will now venture into getting our full value out of the software as we also begin to grow our business. We can't report on our ROI yet but we can't see ourselves living without a great PSA tool either.
    • The software has definitely enabled our projects manager to operate with more focus on the project itself, knowing that the finance details will be visible and closely scrutinized by the CFO prior to having an invoice or agreement created.
    Daryn O'Shea | TrustRadius Reviewer

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