ConnectWise PSA vs. GLPI

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ConnectWise PSA
Score 7.8 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
GLPI
Score 9.1 out of 10
Mid-Size Companies (51-1,000 employees)
GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.
$23
per IT agent/per month
Pricing
ConnectWise PSAGLPI
Editions & Modules
Subscription
$35.00
Per Tech Per Month
GLPI Network Cloud
$23
per IT agent/per month
Basic
$1,455
for <10 IT agents; <500 IT assets
Standard
$4,365
for <50 IT agents; < 5000 IT assets
Advanced
$14,550
for >51 IT agents; > 5001 IT assets
Offerings
Pricing Offerings
ConnectWise PSAGLPI
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup fee$1,200 per installation
Additional DetailsPrices for on-premises support L.3 and editor´s guarantee depends on the number of IT agents and IT assets. The price for GLPI Network Cloud is unique price per IT agent/per month. IT assets are free of charge and unlimited on GLPI Network Cloud. End users are free of charge for both options.
More Pricing Information
Community Pulse
ConnectWise PSAGLPI
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
ConnectWise PSAGLPI
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ConnectWise PSA
8.1
87 Ratings
1% above category average
GLPI
9.1
2 Ratings
12% above category average
Organize and prioritize service tickets8.887 Ratings10.02 Ratings
Expert directory6.550 Ratings8.02 Ratings
Subscription-based notifications7.760 Ratings00 Ratings
ITSM collaboration and documentation7.467 Ratings8.82 Ratings
Ticket creation and submission9.187 Ratings00 Ratings
Ticket response9.186 Ratings00 Ratings
Self-service tools00 Ratings9.42 Ratings
ITSM reports and dashboards00 Ratings9.22 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ConnectWise PSA
8.0
81 Ratings
3% above category average
GLPI
-
Ratings
External knowledge base8.367 Ratings00 Ratings
Internal knowledge base7.776 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ConnectWise PSA
8.7
84 Ratings
12% above category average
GLPI
-
Ratings
Customer portal7.379 Ratings00 Ratings
IVR9.521 Ratings00 Ratings
Social integration9.528 Ratings00 Ratings
Email support9.079 Ratings00 Ratings
Help Desk CRM integration8.275 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ConnectWise PSA
-
Ratings
GLPI
8.9
2 Ratings
8% above category average
Configuration mangement00 Ratings9.01 Ratings
Asset management dashboard00 Ratings8.82 Ratings
Change management
Comparison of Change management features of Product A and Product B
ConnectWise PSA
-
Ratings
GLPI
9.1
2 Ratings
9% above category average
Change requests repository00 Ratings9.01 Ratings
Service-level management00 Ratings9.22 Ratings
Best Alternatives
ConnectWise PSAGLPI
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 8.8 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ConnectWise PSAGLPI
Likelihood to Recommend
7.6
(118 ratings)
9.4
(2 ratings)
Likelihood to Renew
7.6
(25 ratings)
-
(0 ratings)
Usability
8.4
(30 ratings)
9.0
(1 ratings)
Availability
8.0
(4 ratings)
-
(0 ratings)
Performance
1.0
(7 ratings)
-
(0 ratings)
Support Rating
4.5
(20 ratings)
-
(0 ratings)
Online Training
5.0
(8 ratings)
-
(0 ratings)
Implementation Rating
1.0
(5 ratings)
-
(0 ratings)
Configurability
1.0
(1 ratings)
-
(0 ratings)
Ease of integration
1.0
(2 ratings)
-
(0 ratings)
Product Scalability
1.0
(7 ratings)
-
(0 ratings)
Vendor post-sale
1.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
ConnectWise PSAGLPI
Likelihood to Recommend
ConnectWise
MSPs wanting to find a single system to fill all their needs. Businesses wanting to increase their ability to deal with tickets, with advanced management and KPI monitoring. Small IT business who need more than just a ticketing system and are looking to make the leap to a full PSA with integration options, client portal and advanced configuration.
Read full review
Teclib
GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.
Read full review
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.
Read full review
Teclib
  • Tickering
  • Inventory
  • FAQ
Read full review
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.
Read full review
Teclib
  • Lack of auto update mechanism.
  • Admin interface is somewhat dated.
Read full review
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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Teclib
No answers on this topic
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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Teclib
We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.
Read full review
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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Teclib
No answers on this topic
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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Teclib
No answers on this topic
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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Teclib
No answers on this topic
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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Teclib
No answers on this topic
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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Teclib
No answers on this topic
Alternatives Considered
ConnectWise
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 people were using it purely like any other more simplistic ticket system. They said it would be impossible otherwise. The one big difference is the transparency of the sales effort. The other sales people were honest on the limitations or potential challenges and worked with us. They also worked with our agenda. At CW they don't have that option. The consulting time is eaten through a pre-formatted agenda which they communicate too you, not with you.
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Teclib
We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.
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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Teclib
No answers on this topic
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
Read full review
Teclib
  • Quick resolution of incidents
  • User satisfaction measurement
Read full review
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

GLPI Screenshots

Screenshot of Dashboards for Asset Management and HelpdeskScreenshot of Asset ManagementScreenshot of Asset management: item viewScreenshot of User managementScreenshot of Helpdesk: Kanban viewScreenshot of Helpdesk