What users are saying about
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Top Rated
271 Ratings
5 Ratings

ConnectWise Manage

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Top Rated
271 Ratings
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Score 7.2 out of 100
5 Ratings
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Score 9 out of 100

Likelihood to Recommend

ConnectWise Manage

ConnectWise is a feature rich and extremely comprehensive solution for ticketing, invoicing, CRM, and IT relations. It does all of these functions exceedingly well, but it falls short on being user friendly. Getting comfortable in the software requires going through a full week of training modules. While these are well made, and do get users off and running, no helpdesk software should require that much training.
Anonymous | TrustRadius Reviewer

Helpshift

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ConnectWise Manage
8.1
Helpshift
9.6
Organize and prioritize service tickets
ConnectWise Manage
8.3
Helpshift
9.3
Expert directory
ConnectWise Manage
8.1
Helpshift
8.5
Subscription-based notifications
ConnectWise Manage
7.8
Helpshift
10.0
ITSM collaboration and documentation
ConnectWise Manage
7.5
Helpshift
10.0
Ticket creation and submission
ConnectWise Manage
8.3
Helpshift
10.0
Ticket response
ConnectWise Manage
8.6
Helpshift
10.0

Self Help Community

ConnectWise Manage
6.8
Helpshift
8.8
External knowledge base
ConnectWise Manage
7.1
Helpshift
8.5
Internal knowledge base
ConnectWise Manage
6.5
Helpshift
9.0

Multi-Channel Help

ConnectWise Manage
6.0
Helpshift
9.8
Customer portal
ConnectWise Manage
7.9
Helpshift
10.0
IVR
ConnectWise Manage
6.1
Helpshift
Social integration
ConnectWise Manage
1.2
Helpshift
Email support
ConnectWise Manage
7.7
Helpshift
9.3
Help Desk CRM integration
ConnectWise Manage
7.1
Helpshift
10.0

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

Helpshift

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
Angel Brockbank | 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

Helpshift

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 9.9
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

Helpshift

No score
No answers yet
No answers on this topic

Usability

ConnectWise Manage

ConnectWise Manage 6.0
Based on 24 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

Helpshift

Helpshift 9.0
Based on 1 answer
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
Angel Brockbank | 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

Helpshift

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

Helpshift

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Manage

ConnectWise Manage 5.2
Based on 23 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

Helpshift

Helpshift 9.2
Based on 3 answers
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
Anonymous | 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

Helpshift

No score
No answers yet
No answers on this topic

Implementation Rating

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

Helpshift

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Manage

We have tried other and have found ConnectWise the be the best. It is the most comprehensive, offer the best integrations and did not require a complete overhaul of our work flows. We also found the training to be superb and the support, especially the online chat, to be highly responsive and effective.
Sebastian Abbinanti | TrustRadius Reviewer

Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
Anonymous | 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

Helpshift

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

Helpshift

  • It's great to get a rough count of how players may feel about a specific event or release.
Anonymous | TrustRadius Reviewer

Screenshots

Helpshift

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

Helpshift

General

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

Helpshift Editions & Modules

Edition
Starter$225.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ConnectWise Manage
6.5
Helpshift
9.0

Likelihood to Renew

ConnectWise Manage
9.9
Helpshift

Usability

ConnectWise Manage
6.0
Helpshift
9.0

Reliability and Availability

ConnectWise Manage
9.1
Helpshift

Performance

ConnectWise Manage
8.1
Helpshift

Support Rating

ConnectWise Manage
5.2
Helpshift
9.2

Online Training

ConnectWise Manage
6.2
Helpshift

Implementation Rating

ConnectWise Manage
1.0
Helpshift

Scalability

ConnectWise Manage
8.0
Helpshift

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