ConnectWise PSA

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ConnectWise PSA
Score 7.5 out of 10
Small Businesses (1-50 employees)
ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.
$35
Per Tech Per Month
Pricing
ConnectWise PSA
Editions & Modules
Subscription
$35.00
Per Tech Per Month
Offerings
Pricing Offerings
ConnectWise PSA
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ConnectWise PSA
Considered Both Products
ConnectWise PSA
Chose ConnectWise PSA
I would not have championed for the transition had I known how poorly the implementation would go and how antiquated the software really is. As a company serving technology providers CW knows we have an expectation of ease of use, robust offerings, straightforward …
Chose ConnectWise PSA
Everyone but dynamics had holes in it. Dynamics is good, but it requires more development time. I spoke with some people that have CW and liked it. But when I inquired after our frustrations, I discovered they had a full time scheduling & logistics CW manager and the field …
Chose ConnectWise PSA
ConnectWise, does more than one function well for a CRM, it enables managed service providers to place all of their services into a single solution, that helps smooth the running of the business. Now we don't have to have 4+ different software packages to provide customer …
Chose ConnectWise PSA
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 …
Chose ConnectWise PSA
While others are purely for ticket management, this tool is an Outstanding multi purpose one
Chose ConnectWise PSA
We chose ConnectWise Manage because it has integration into our distribution network. This feature is ok but given all of the other issues, we will more than likely be moving to Dynamics.
Chose ConnectWise PSA
ConnectWise Manage has a ton of different features that get so expansive we haven’t even gotten to use them. In all, it is a lot for a great value.
Chose ConnectWise PSA
ConnectWise Manage is a very robust tool with multiple uses. If you have the money to spend, it is a very good product. The ability to centrally manage all of your tickets, users, computer information, as well as it's reporting functionality makes this product stand out above …
Chose ConnectWise PSA
We used to use Commit. While it was good. Connectwise manage is better as far as keeping track of things and being able to automate a lot of things so that we dont have to remember to do it. Takes the human error out of a lot of issues. We also went with it because we were …
Chose ConnectWise PSA
ConnectWise Manage is better at billing automation for time and products, but worse at technical support, customer support.

ConnectWise is extremely expensive in compared to solutions we have used in the past.
Chose ConnectWise PSA
When we picked this product, it was the best and has since been surpassed. We chose ConnectWise Manage because the salesperson glossed over all of the features we wanted and it ticked all the boxes. We should have done more research. We stick with it because once you get into …
Chose ConnectWise PSA
Any solution is better than ConnectWise at the current state of this company. We chose Pulseway. With them, we have a great easy interface, and awesome customer support. We can buy our licence ourselves. The price is on their site as opposed to competitors who hide their price …
Chose ConnectWise PSA
Our team previously used ServiceLedger prior to switching to ConnectWise. I do not personally have experience with ServiceLedger, but I am told the switch was made due to the more extensive functionality that ConnectWise offers. ServiceLedger looks to be more focused on service …
Chose ConnectWise PSA
ConnectWise is the champion when it comes to integrations by far. The others may have some nice features, but overall are lacking with integrations.
Chose ConnectWise PSA
I haven't tried anything else.
Chose ConnectWise PSA
ConnectWise Manage is better than all of them. It's more complete and has a consistent interface across all of its modules. Very easy to filter and find data with Views. I like that it has its own program too, not just a website. I think the program is essentially like a mini …
Chose ConnectWise PSA
monday.com is very easy to use, and it is much easier for new team members to learn how to use it. I use it with our web developers, and the interface is much easier to navigate. Emails to clients/other resources that are generated from their tasks are much nicer looking and do …
Chose ConnectWise PSA
Autotask and ConnectWise Manage are the two heavy-hitters in the PSA space. Autotask has a much more updated UI and is much more user-friendly than ConnectWise Manage. ConnectWise Manage is more popular than Autotask in the channel and often products are integrated with …
Chose ConnectWise PSA
We used ECI e-automate for our MSP side, however, it just didn't have the features we needed. ECI was a great fit for our copy print division, however, the MSP side needed features not in this program. I have used osTicket prior and it was briefly thought of for our MSP side, …
Chose ConnectWise PSA
We selected ConnectWise when we were a much smaller company with more basic needs. It was fine for that. We've outgrown it but are now basically stuck with it. I keep hoping for some major improvements. If I had the opportunity to replace it, I would - I would look at …
Chose ConnectWise PSA
We have used Plat and it was not a very stable system. It did not have cloudbased so we had to host everything in house. Having this on the cloud is so much better!
Chose ConnectWise PSA
I was honestly coerced into it by my peer group at the time... but it was the right decision. We transformed from a break/fix to a Managed Services business and probably couldn't have made that transition without ConnectWise or some other tool like it. It allowed us access to …
Chose ConnectWise PSA
We've always used Connectwise Manage for the 8.5 years I've been with the company.
Top Pros
Top Cons
Features
ConnectWise PSA
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ConnectWise PSA
4.5
82 Ratings
55% below category average
Organize and prioritize service tickets5.282 Ratings
Expert directory3.647 Ratings
Subscription-based notifications5.755 Ratings
ITSM collaboration and documentation3.962 Ratings
Ticket creation and submission4.082 Ratings
Ticket response4.981 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ConnectWise PSA
4.1
76 Ratings
62% below category average
External knowledge base3.262 Ratings
Internal knowledge base5.072 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ConnectWise PSA
4.5
79 Ratings
52% below category average
Customer portal4.374 Ratings
IVR4.520 Ratings
Social integration4.427 Ratings
Email support4.974 Ratings
Help Desk CRM integration4.670 Ratings
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ConnectWise PSA
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Score 9.0 out of 10
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User Ratings
ConnectWise PSA
Likelihood to Recommend
2.8
(113 ratings)
Likelihood to Renew
7.6
(25 ratings)
Usability
7.4
(25 ratings)
Availability
8.0
(4 ratings)
Performance
1.0
(7 ratings)
Support Rating
4.5
(20 ratings)
Online Training
5.0
(8 ratings)
Implementation Rating
1.0
(5 ratings)
Configurability
1.0
(1 ratings)
Ease of integration
1.0
(2 ratings)
Product Scalability
1.0
(7 ratings)
Vendor post-sale
1.0
(1 ratings)
Vendor pre-sale
10.0
(1 ratings)
User Testimonials
ConnectWise PSA
Likelihood to Recommend
ConnectWise
You absolutely need a full time individual on this program to manage it properly. It is likely a powerful application. However, you have to know how all the disparate parts interact with the other content in the application. How they actually interface with your businesses operation applications (really check this one out as it only seems to play nice with Microsoft suites based on our experience.) and decide how much time and additional money you are willing to bury into this. Figure at least 2x over CW cost your initial period of out-of-pocket costs
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Pros
ConnectWise
  • 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.
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Cons
ConnectWise
  • 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.
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Likelihood to Renew
ConnectWise
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.
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Usability
ConnectWise
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
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Reliability and Availability
ConnectWise
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.
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Performance
ConnectWise
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.
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Support Rating
ConnectWise
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."
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Online Training
ConnectWise
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.
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Implementation Rating
ConnectWise
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.
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Alternatives Considered
ConnectWise
ConnectWise, does more than one function well for a CRM, it enables managed service providers to place all of their services into a single solution, that helps smooth the running of the business. Now we don't have to have 4+ different software packages to provide customer tickets, account information, sales pipeline, and HR.
Read full review
Scalability
ConnectWise
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.
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Return on Investment
ConnectWise
  • The positive impact is no one has to return to the office to look at notes - they can look up the support ticket on their laptop, tablet, or phone.
  • The positive impact on ROI is keeping all of your support tickets organized in one spot and multiple techs can update them.
  • The positive impact on ROI is that you have happier customers as you can update the support tickets no matter where you are at
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ScreenShots

ConnectWise PSA Screenshots

Screenshot of Service Ticket ExampleScreenshot of Ticket TemplateScreenshot of Work Plan TemplateScreenshot of Calendar TimeScreenshot of Meeting InvitesScreenshot of My Calendar