What users are saying about
Top Rated
329 Ratings
3 Ratings
Top Rated
329 Ratings
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Score 7.8 out of 100
3 Ratings
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Score 9.7 out of 100

Feature Set Ratings

  • Gladly ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

7.9

ConnectWise Manage

79%
8.0

Gladly

80%
ConnectWise Manage ranks higher in 3/6 features

Organize and prioritize service tickets

8.1
81%
79 Ratings
5.1
51%
2 Ratings

Expert directory

7.4
74%
45 Ratings
10.0
100%
1 Rating

Subscription-based notifications

7.5
75%
52 Ratings
N/A
0 Ratings

ITSM collaboration and documentation

8.0
80%
59 Ratings
10.0
100%
2 Ratings

Ticket creation and submission

7.9
79%
79 Ratings
10.0
100%
1 Rating

Ticket response

8.3
83%
78 Ratings
5.0
50%
1 Rating

Self Help Community

7.8

ConnectWise Manage

78%
10.0

Gladly

100%
Gladly ranks higher in 2/2 features

External knowledge base

8.4
84%
60 Ratings
10.0
100%
1 Rating

Internal knowledge base

7.2
72%
70 Ratings
10.0
100%
1 Rating

Multi-Channel Help

7.6

ConnectWise Manage

76%
10.0

Gladly

100%
Gladly ranks higher in 4/5 features

Customer portal

7.3
73%
71 Ratings
N/A
0 Ratings

IVR

8.9
89%
18 Ratings
10.0
100%
2 Ratings

Social integration

7.0
70%
25 Ratings
10.0
100%
2 Ratings

Email support

7.8
78%
71 Ratings
10.0
100%
2 Ratings

Help Desk CRM integration

7.2
72%
67 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • Gladly is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

Likelihood to Recommend

7.0

ConnectWise Manage

70%
111 Ratings
10.0

Gladly

100%
2 Ratings

Likelihood to Renew

4.7

ConnectWise Manage

47%
26 Ratings
10.0

Gladly

100%
1 Rating

Usability

5.7

ConnectWise Manage

57%
25 Ratings

Gladly

N/A
0 Ratings

Availability

8.0

ConnectWise Manage

80%
7 Ratings

Gladly

N/A
0 Ratings

Performance

1.0

ConnectWise Manage

10%
13 Ratings

Gladly

N/A
0 Ratings

Support Rating

4.6

ConnectWise Manage

46%
32 Ratings
10.0

Gladly

100%
2 Ratings

Online Training

5.0

ConnectWise Manage

50%
8 Ratings

Gladly

N/A
0 Ratings

Implementation Rating

1.0

ConnectWise Manage

10%
8 Ratings

Gladly

N/A
0 Ratings

Product Scalability

1.0

ConnectWise Manage

10%
7 Ratings

Gladly

N/A
0 Ratings

Likelihood to Recommend

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

Gladly

Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.
Fallon Penrod | TrustRadius Reviewer

Pros

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

Gladly

  • Easy to use interface. Supporting customers is as easy as texting a friend.
  • True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
  • Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.
Drew Chamberlain | TrustRadius Reviewer

Cons

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

Gladly

  • Gladly has errors where it times out and I lose a call. Which negatively reflects on me.
  • If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.
  • The inbox could notify you better of completed tasks and keep better track of your history in your own account.
Fallon Penrod | TrustRadius Reviewer

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

Gladly

General

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

Starting Price

$38 Per Month Per User

Gladly Editions & Modules

Edition
Task Based$38.001
Customer Facing$150.001
  1. Per Month Per User
Additional Pricing Details

Likelihood to Renew

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

Gladly

Gladly 10.0
Based on 1 answer
Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction
Fallon Penrod | TrustRadius Reviewer

Usability

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

Gladly

No score
No answers yet
No answers on this topic

Reliability and Availability

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

Gladly

No score
No answers yet
No answers on this topic

Performance

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

Gladly

No score
No answers yet
No answers on this topic

Support Rating

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

Gladly

Gladly 10.0
Based on 2 answers
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
Drew Chamberlain | TrustRadius Reviewer

Online Training

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

Gladly

No score
No answers yet
No answers on this topic

Implementation Rating

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

Gladly

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Gladly

Gladly truly delivers what other vendors promote:
  • True Omnichannel support.
  • Easy to use UI.
  • Robust reporting.
  • Full SaaS solution.
  • Built-in knowledgebase.
  • Simple implementation.
  • Great support team.
  • True business partnership.
  • Full 360 views of your customer.
  • Reduced ramp time for agents.
It truly is the future of Customer Support software. True game changer.
Drew Chamberlain | TrustRadius Reviewer

Scalability

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

Gladly

No score
No answers yet
No answers on this topic

Return on Investment

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

Gladly

  • It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.
  • Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.
  • Gladly allows you to view what other representatives are doing and if they are busy or available for questions.
Fallon Penrod | TrustRadius Reviewer

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