What users are saying about
Top Rated
328 Ratings
74 Ratings
Top Rated
328 Ratings
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Score 7.8 out of 100
74 Ratings
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Score 8.2 out of 100

Feature Set Ratings

  • TeamSupport 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%
9.1

TeamSupport

91%
TeamSupport ranks higher in 4/6 features

Organize and prioritize service tickets

8.1
81%
79 Ratings
9.5
95%
11 Ratings

Expert directory

7.4
74%
45 Ratings
7.0
70%
1 Rating

Subscription-based notifications

7.5
75%
52 Ratings
10.0
100%
5 Ratings

ITSM collaboration and documentation

8.0
80%
59 Ratings
N/A
0 Ratings

Ticket creation and submission

7.9
79%
79 Ratings
9.5
95%
11 Ratings

Ticket response

8.3
83%
78 Ratings
9.5
95%
11 Ratings

Self Help Community

7.8

ConnectWise Manage

78%
9.0

TeamSupport

90%
TeamSupport ranks higher in 2/2 features

External knowledge base

8.4
84%
60 Ratings
8.5
85%
7 Ratings

Internal knowledge base

7.2
72%
70 Ratings
9.5
95%
10 Ratings

Multi-Channel Help

7.6

ConnectWise Manage

76%
9.7

TeamSupport

97%
TeamSupport ranks higher in 4/5 features

Customer portal

7.3
73%
71 Ratings
10.0
100%
9 Ratings

IVR

8.9
89%
18 Ratings
N/A
0 Ratings

Social integration

7.0
70%
25 Ratings
8.9
89%
4 Ratings

Email support

7.8
78%
71 Ratings
9.9
99%
11 Ratings

Help Desk CRM integration

7.2
72%
67 Ratings
9.9
99%
7 Ratings

Attribute Ratings

  • ConnectWise Manage is rated higher in 1 area: Availability
  • TeamSupport is rated higher in 7 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Performance, Support Rating, Online Training, Implementation Rating
  • ConnectWise Manage and TeamSupport are tied in 1 area: Product Scalability

Likelihood to Recommend

7.0

ConnectWise Manage

70%
111 Ratings
7.8

TeamSupport

78%
57 Ratings

Likelihood to Renew

4.7

ConnectWise Manage

47%
26 Ratings
10.0

TeamSupport

100%
14 Ratings

Usability

5.7

ConnectWise Manage

57%
25 Ratings
8.9

TeamSupport

89%
8 Ratings

Availability

8.0

ConnectWise Manage

80%
7 Ratings
1.8

TeamSupport

18%
8 Ratings

Performance

1.0

ConnectWise Manage

10%
13 Ratings
7.3

TeamSupport

73%
10 Ratings

Support Rating

4.6

ConnectWise Manage

46%
32 Ratings
9.3

TeamSupport

93%
16 Ratings

In-Person Training

ConnectWise Manage

N/A
0 Ratings
6.4

TeamSupport

64%
1 Rating

Online Training

5.0

ConnectWise Manage

50%
8 Ratings
7.7

TeamSupport

77%
3 Ratings

Implementation Rating

1.0

ConnectWise Manage

10%
8 Ratings
7.5

TeamSupport

75%
12 Ratings

Product Scalability

1.0

ConnectWise Manage

10%
7 Ratings
1.0

TeamSupport

10%
1 Rating

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

TeamSupport

TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
Anonymous | 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

TeamSupport

  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
Jennifer Desautels | 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

TeamSupport

  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
Ron Johnson | 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

TeamSupport

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$2,000

Starting Price

$25 per month

TeamSupport Editions & Modules

Edition
Enterprise$551
Support Desk$401
  1. Per User per Month
Additional Pricing Details
Pricing is based on annual billing

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

TeamSupport

TeamSupport 10.0
Based on 14 answers
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
Krissy Gray | 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

TeamSupport

TeamSupport 8.9
Based on 8 answers
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it.But the portal offers great tools and guides on workarounds.
Anonymous | TrustRadius Reviewer

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

TeamSupport

TeamSupport 1.8
Based on 8 answers
Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
Frances Summerhill | TrustRadius Reviewer

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

TeamSupport

TeamSupport 7.3
Based on 10 answers
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
Anonymous | TrustRadius Reviewer

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

TeamSupport

TeamSupport 9.3
Based on 16 answers
TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
Eric Krueger | TrustRadius Reviewer

In-Person Training

ConnectWise Manage

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 6.4
Based on 1 answer
Able to get hands on training and ask questions.
Carrie French | 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

TeamSupport

TeamSupport 7.7
Based on 3 answers
Not much training was offered, but it was always provided when we requested it
Anonymous | TrustRadius Reviewer

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

TeamSupport

TeamSupport 7.5
Based on 12 answers
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
Ron Johnson | TrustRadius Reviewer

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

TeamSupport

TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
Anonymous | 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

TeamSupport

TeamSupport 1.0
Based on 1 answer
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
Frances Summerhill | TrustRadius Reviewer

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

TeamSupport

  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
Hannah Pace | TrustRadius Reviewer

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