What users are saying about
Top Rated
244 Ratings
78 Ratings
Top Rated
244 Ratings
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Score 7.6 out of 100
78 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

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

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ConnectWise Manage
7.2
Autotask PSA
7.5
Organize and prioritize service tickets
ConnectWise Manage
7.4
Autotask PSA
9.0
Expert directory
ConnectWise Manage
7.3
Autotask PSA
7.7
Subscription-based notifications
ConnectWise Manage
6.6
Autotask PSA
7.9
ITSM collaboration and documentation
ConnectWise Manage
6.2
Autotask PSA
7.7
Ticket creation and submission
ConnectWise Manage
7.9
Autotask PSA
Ticket response
ConnectWise Manage
8.0
Autotask PSA
Service restoration
ConnectWise Manage
Autotask PSA
5.2
Self-service tools
ConnectWise Manage
Autotask PSA
7.3
ITSM reports and dashboards
ConnectWise Manage
Autotask PSA
7.9

Self Help Community

ConnectWise Manage
6.3
Autotask PSA
External knowledge base
ConnectWise Manage
6.6
Autotask PSA
Internal knowledge base
ConnectWise Manage
6.0
Autotask PSA

Multi-Channel Help

ConnectWise Manage
5.8
Autotask PSA
Customer portal
ConnectWise Manage
6.9
Autotask PSA
IVR
ConnectWise Manage
4.2
Autotask PSA
Social integration
ConnectWise Manage
4.0
Autotask PSA
Email support
ConnectWise Manage
6.5
Autotask PSA
Help Desk CRM integration
ConnectWise Manage
7.6
Autotask PSA

ITSM asset management

ConnectWise Manage
Autotask PSA
7.9
Configuration mangement
ConnectWise Manage
Autotask PSA
7.8
Asset management dashboard
ConnectWise Manage
Autotask PSA
7.9
Policy and contract enforcement
ConnectWise Manage
Autotask PSA
7.9

Change management

ConnectWise Manage
Autotask PSA
7.9
Change requests repository
ConnectWise Manage
Autotask PSA
8.1
Change calendar
ConnectWise Manage
Autotask PSA
7.4
Service-level management
ConnectWise Manage
Autotask PSA
8.3

Pros

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

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | TrustRadius Reviewer

Cons

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

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 10.0
Based on 23 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

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

Usability

ConnectWise Manage

ConnectWise Manage 8.0
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 | TrustRadius Reviewer

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

Reliability and Availability

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

Autotask PSA

No score
No answers yet
No answers on this topic

Performance

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

Autotask PSA

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Manage

ConnectWise Manage 2.8
Based on 12 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

Autotask PSA

Autotask PSA 8.6
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

Online Training

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

Autotask PSA

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Manage

ConnectWise Manage 1.0
Based on 3 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 | TrustRadius Reviewer

Autotask PSA

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

Scalability

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

Autotask PSA

No score
No answers yet
No answers on this topic

Return on Investment

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

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

Screenshots

Autotask PSA

Pricing Details

ConnectWise Manage

General

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

Autotask PSA

General

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

Rating Summary

Likelihood to Recommend

ConnectWise Manage
7.0
Autotask PSA
8.4

Likelihood to Renew

ConnectWise Manage
10.0
Autotask PSA
9.0

Usability

ConnectWise Manage
8.0
Autotask PSA
9.0

Reliability and Availability

ConnectWise Manage
9.1
Autotask PSA

Performance

ConnectWise Manage
8.1
Autotask PSA

Support Rating

ConnectWise Manage
2.8
Autotask PSA
8.6

Online Training

ConnectWise Manage
6.2
Autotask PSA

Implementation Rating

ConnectWise Manage
1.0
Autotask PSA

Scalability

ConnectWise Manage
8.0
Autotask PSA

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