What users are saying about
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Top Rated
270 Ratings
3 Ratings

ConnectWise Manage

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Top Rated
270 Ratings
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Score 7.2 out of 100
3 Ratings
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Score 7.8 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

ZenTao

Our own dev team has been using ZenTao to manage so many of the products we have been developed, we use it to manage product backlog, sprint, task, bug, and case. We have been using this tool so much and we don't think we will immigrate to any other software. Thanks ZenTao, you earn an 8 from us.
PixelJobs Gacino | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

ConnectWise Manage
6.8
ZenTao
External knowledge base
ConnectWise Manage
7.1
ZenTao
Internal knowledge base
ConnectWise Manage
6.5
ZenTao

Multi-Channel Help

ConnectWise Manage
6.0
ZenTao
Customer portal
ConnectWise Manage
7.9
ZenTao
IVR
ConnectWise Manage
6.1
ZenTao
Social integration
ConnectWise Manage
1.2
ZenTao
Email support
ConnectWise Manage
7.7
ZenTao
Help Desk CRM integration
ConnectWise Manage
7.1
ZenTao

Project Management

ConnectWise Manage
ZenTao
7.5
Task Management
ConnectWise Manage
ZenTao
8.4
Resource Management
ConnectWise Manage
ZenTao
7.0
Gantt Charts
ConnectWise Manage
ZenTao
7.7
Scheduling
ConnectWise Manage
ZenTao
7.6
Workflow Automation
ConnectWise Manage
ZenTao
7.3
Team Collaboration
ConnectWise Manage
ZenTao
8.1
Support for Agile Methodology
ConnectWise Manage
ZenTao
8.8
Support for Waterfall Methodology
ConnectWise Manage
ZenTao
8.0
Document Management
ConnectWise Manage
ZenTao
6.2
Email integration
ConnectWise Manage
ZenTao
6.6
Mobile Access
ConnectWise Manage
ZenTao
5.1
Change request and Case Management
ConnectWise Manage
ZenTao
8.9

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

ZenTao

  • In ZenTao, there are three key roles, Product Owners, Development teams, and QA teams. The three roles cooperate with each other through stories, representing the Tripartite in project management. Product Owners gather stories; Development teams perform tasks, and QA teams guarantee qualities.
  • Agility is a better way to embrace change. It is very suitable for software R &D industry. Different development plans are adopted according to customers' needs and market changes.
  • ZenTao is a full life cycle management software. Including product management, project management, task management, bug management.
philip Gao | 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

ZenTao

  • Wiki.
  • Budget management.
Renee Teng | 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

ZenTao

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

ZenTao

No score
No answers yet
No answers on this topic

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

ZenTao

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

ZenTao

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

ZenTao

No score
No answers yet
No answers on this topic

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

ZenTao

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

ZenTao

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

ZenTao

ZenTao is much cheaper than those, and for some functionalities, ZenTao has them that Jira and Asana don't.
PixelJobs Gacino | 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

ZenTao

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

ZenTao

  • It can improve the employee experience, and in turn engagement, by ensuring that staff members’ interaction with the ZenTao in their daily work is positive and productive.
  • Project management is smoother and improves your work efficiency.
  • Compared with other project management software on the market, ZenTao's price is very affordable.
philip Gao | TrustRadius Reviewer

Screenshots

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

ZenTao

General

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

ZenTao Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

ConnectWise Manage
6.5
ZenTao
7.8

Likelihood to Renew

ConnectWise Manage
9.9
ZenTao

Usability

ConnectWise Manage
6.0
ZenTao

Reliability and Availability

ConnectWise Manage
9.1
ZenTao

Performance

ConnectWise Manage
8.1
ZenTao

Support Rating

ConnectWise Manage
5.2
ZenTao

Online Training

ConnectWise Manage
6.2
ZenTao

Implementation Rating

ConnectWise Manage
1.0
ZenTao

Scalability

ConnectWise Manage
8.0
ZenTao

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