What users are saying about
Top Rated
331 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 331 reviews and ratings
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 44 reviews and ratings
Feature Set Ratings
- ConnectWise Manage 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%
7.8
ServiceNow Customer Service Management
78%
ConnectWise Manage ranks higher in 3/6 features
ConnectWise Manage ranks higher in 3/6 features
Organize and prioritize service tickets

8.1
81%
79 Ratings
8.0
80%
9 Ratings
Expert directory

7.4
74%
45 Ratings
7.6
76%
8 Ratings
Subscription-based notifications

7.5
75%
52 Ratings
7.8
78%
8 Ratings
ITSM collaboration and documentation

8.0
80%
59 Ratings
7.2
72%
8 Ratings
Ticket creation and submission

7.9
79%
79 Ratings
8.8
88%
9 Ratings
Ticket response

8.3
83%
78 Ratings
7.5
75%
9 Ratings
Self Help Community

7.8
ConnectWise Manage
78%
7.6
ServiceNow Customer Service Management
76%
ConnectWise Manage ranks higher in 1/2 features
ConnectWise Manage ranks higher in 1/2 features
External knowledge base

8.4
84%
60 Ratings
7.7
77%
6 Ratings
Internal knowledge base

7.2
72%
70 Ratings
7.5
75%
8 Ratings
Multi-Channel Help

7.6
ConnectWise Manage
76%
7.2
ServiceNow Customer Service Management
72%
ConnectWise Manage ranks higher in 3/5 features
ConnectWise Manage ranks higher in 3/5 features
Customer portal

7.3
73%
71 Ratings
8.2
82%
7 Ratings
IVR

8.9
89%
18 Ratings
6.1
61%
5 Ratings
Social integration

7.0
70%
25 Ratings
5.9
59%
6 Ratings
Email support

7.8
78%
71 Ratings
7.6
76%
8 Ratings
Help Desk CRM integration

7.2
72%
67 Ratings
8.4
84%
7 Ratings
Attribute Ratings
- ServiceNow Customer Service Management is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
Likelihood to Recommend

7.0
ConnectWise Manage
70%
111 Ratings
7.8
ServiceNow Customer Service Management
78%
9 Ratings
Likelihood to Renew

4.7
ConnectWise Manage
47%
26 Ratings
ServiceNow Customer Service Management
N/A
0 Ratings
Usability

5.7
ConnectWise Manage
57%
25 Ratings
10.0
ServiceNow Customer Service Management
100%
1 Rating
Availability

8.0
ConnectWise Manage
80%
7 Ratings
ServiceNow Customer Service Management
N/A
0 Ratings
Performance

1.0
ConnectWise Manage
10%
13 Ratings
ServiceNow Customer Service Management
N/A
0 Ratings
Support Rating

4.6
ConnectWise Manage
46%
32 Ratings
9.0
ServiceNow Customer Service Management
90%
1 Rating
Online Training

5.0
ConnectWise Manage
50%
8 Ratings
ServiceNow Customer Service Management
N/A
0 Ratings
Implementation Rating

1.0
ConnectWise Manage
10%
8 Ratings
ServiceNow Customer Service Management
N/A
0 Ratings
Product Scalability

1.0
ConnectWise Manage
10%
7 Ratings
ServiceNow Customer Service Management
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.

Verified User
Consultant in Information Technology
Telecommunications Company, 11-50 employeesServiceNow Customer Service Management
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

Verified User
Employee in Information Technology
Internet Company, 51-200 employeesPros
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.
Purchasing Agent
CIO Solutions, LPInformation Technology and Services, 51-200 employees
ServiceNow Customer Service Management
- Allows for clear communication between help desk and end users.
- Provides a clean inventory option for both hardware items and software licenses.
- Navigation is very intuitive and user friendly.
- Many reporting features for all levels of the company.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesCons
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.
Director of IT
W3ITComputer & Network Security, 1-10 employees
ServiceNow Customer Service Management
- Adding in additional chat features would be nice
- Viewing where you stand in priority
- Having a way to automate more of the processes

Verified User
Account Manager in Sales
Computer Software Company, 10,001+ employeesPricing 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 |
---|
- Per Tech Per Month
Additional Pricing Details
—ServiceNow Customer Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—ServiceNow Customer Service Management Editions & Modules
—
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.
Chief Information Officer
EDTS, LLCComputer & Network Security, 51-200 employees
ServiceNow Customer Service Management
No score
No answers yet
No answers on this topic
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
Chief Anxiety Eliminator
Carefree Technology ManagementInformation Technology and Services, 1-10 employees
ServiceNow Customer Service Management
ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesReliability 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.
CEO
Stepfar ITComputer & Network Security, 1-10 employees
ServiceNow Customer Service Management
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.
Director of Compliance and Efficiency
Trivalent GroupInformation Technology and Services, 51-200 employees
ServiceNow Customer Service Management
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."
Systems Analyst
Netrix ITInformation Technology and Services, 11-50 employees
ServiceNow Customer Service Management
ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesOnline 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.
Commercial Manager
Solution IPTelecommunications, 11-50 employees
ServiceNow Customer Service Management
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.
President
SudoraInformation Technology & Services, 1-10 employees
ServiceNow Customer Service Management
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.
President
Big D Technology Solutions, Inc.Information Technology and Services, 1-10 employees
ServiceNow Customer Service Management
ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
Principal Solutions Architect
Tech MahindraArchitecture & Planning, 10,001+ employees
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.
NOC/Design Technician
One2One IncInformation Technology and Services, 11-50 employees
ServiceNow Customer Service Management
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.
CFO and I.T. Guy
IT Guys, LLCComputer & Network Security, 1-10 employees
ServiceNow Customer Service Management
- The negative impact for my team is the delay in team completing tickets but not a system issue.
- A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
- Negative impact is that there is no user job aid or helpful tools for new users.

Verified User
Supervisor in Corporate
Banking Company, 1001-5000 employees