What users are saying about
4 Ratings
Top Rated
263 Ratings
4 Ratings
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Score 7.5 out of 100
Top Rated
263 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7 out of 100

Likelihood to Recommend

Backlog

Project planning, project management, and tracking. Live git integration and project monitor make it possible to develop software using Agile methodology. Also if you are on a very small budget, then one should not go for this tool. But great support.
Sanyam Jain | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Backlog
7.3
ConnectWise Manage
Task Management
Backlog
9.0
ConnectWise Manage
Gantt Charts
Backlog
9.0
ConnectWise Manage
Scheduling
Backlog
8.0
ConnectWise Manage
Team Collaboration
Backlog
6.0
ConnectWise Manage
Support for Waterfall Methodology
Backlog
4.0
ConnectWise Manage
Document Management
Backlog
8.0
ConnectWise Manage
Email integration
Backlog
6.0
ConnectWise Manage
Mobile Access
Backlog
8.0
ConnectWise Manage

Incident and problem management

Backlog
ConnectWise Manage
7.6
Organize and prioritize service tickets
Backlog
ConnectWise Manage
7.5
Expert directory
Backlog
ConnectWise Manage
7.8
Subscription-based notifications
Backlog
ConnectWise Manage
7.3
ITSM collaboration and documentation
Backlog
ConnectWise Manage
6.8
Ticket creation and submission
Backlog
ConnectWise Manage
7.9
Ticket response
Backlog
ConnectWise Manage
8.0

Self Help Community

Backlog
ConnectWise Manage
6.2
External knowledge base
Backlog
ConnectWise Manage
6.8
Internal knowledge base
Backlog
ConnectWise Manage
5.6

Multi-Channel Help

Backlog
ConnectWise Manage
5.6
Customer portal
Backlog
ConnectWise Manage
7.0
IVR
Backlog
ConnectWise Manage
3.8
Social integration
Backlog
ConnectWise Manage
3.8
Email support
Backlog
ConnectWise Manage
6.9
Help Desk CRM integration
Backlog
ConnectWise Manage
6.7

Pros

Backlog

  • Gantt chart
  • Github support
Sanyam Jain | TrustRadius Reviewer

ConnectWise Manage

  • Manage's GUI is fantastic and easy to use.
  • Makes it very simple to create support tickets and organize them.
  • The different boards in Manage are what really make this product great.
  • Being able to lay everything out and easily organize to our liking is a huge plus!
  • Being customer friendly is another aspect I like.
  • The portal is easy to setup and easy for clients to use.
  • We use this feature heavily as an MSP.
John Trevino | TrustRadius Reviewer

Cons

Backlog

  • Price is very high for small teams and department of short term contracts.
  • GUI can be more intuitive.
Sanyam Jain | TrustRadius Reviewer

ConnectWise Manage

  • The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
  • More customization would be great especially in the PO emails.
  • The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
  • The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
Sebastian Abbinanti | TrustRadius Reviewer

Likelihood to Renew

Backlog

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 10.0
Based on 24 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 4.0
Based on 19 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 9.1
Based on 3 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 8.1
Based on 6 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 1 answer
I would give 9 but one less because of the high price.
Sanyam Jain | TrustRadius Reviewer

ConnectWise Manage

ConnectWise Manage 1.5
Based on 17 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 6.2
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 | TrustRadius Reviewer

Implementation Rating

Backlog

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 1.0
Based on 5 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

All of them have their own uniqueness.
Sanyam Jain | TrustRadius Reviewer

ConnectWise Manage

Our business was formed through the relationship between two separate business owners, one who utilized Labtech RMM products only and myself who had used the Solarwinds RMM product and eventually their Service Desk product. One look at Connectwise manage showed that it was a significantly more developed product at the time, something that would stack up well with the likes of AutoTask. It was an easy decision to transition to the Connectwise line of products and operate in a cohesive environment supported by a single vendor. As we move forward, we are excited to bring on other products that integrate into the Automate product, allowing us to offer additional services to our customers that can be managed and monitored in one location.
Daryn O'Shea | TrustRadius Reviewer

Scalability

Backlog

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 8.0
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 | 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

  • 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 | TrustRadius Reviewer

Screenshots

Pricing Details

Backlog

General

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

Backlog Editions & Modules

Additional Pricing Details

ConnectWise Manage

General

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

ConnectWise Manage Editions & Modules

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

Rating Summary

Likelihood to Recommend

Backlog
8.0
ConnectWise Manage
5.7

Likelihood to Renew

Backlog
ConnectWise Manage
10.0

Usability

Backlog
ConnectWise Manage
4.0

Reliability and Availability

Backlog
ConnectWise Manage
9.1

Performance

Backlog
ConnectWise Manage
8.1

Support Rating

Backlog
8.0
ConnectWise Manage
1.5

Online Training

Backlog
ConnectWise Manage
6.2

Implementation Rating

Backlog
ConnectWise Manage
1.0

Scalability

Backlog
ConnectWise Manage
8.0

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