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ConnectWise PSA

Score8.1 out of 10

407 Reviews and Ratings

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What is ConnectWise PSA?

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.

Categories & Use Cases

Media

ConnectWise PSA service tickets, which give technicians everything they need in one view—communication history, device details, assigned resources, documentation, and integrated tools like ConnectWise RMM and ScreenConnect®. Here, users can track time, update progress, and resolve issues with a customizable workspace.
the newly redesigned Projects module, which introduces Kanban board functionality, simplifying project execution with a visual approach to manage tasks, track progress, and maintain accountability. Teams stay aligned, focused, and efficient from kickoff to completion.
the updated Projects module that introduces Scheduling Assistant functionality, making project planning and capacity management easier and more efficient, while maximizing team utilization.
where technicians on the go can utilize the ConnectWise PSA Mobile App to quickly see what is scheduled, log time, and stay billable without ever opening their laptops.

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Key Features

Learn about the best (and worst!) features ConnectWise PSA has to offer, as determined by TrustRadius' reviewers.
Based on 407 ratings of ConnectWise PSA's features
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Top Performing Features

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.2

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8.2

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9

Areas for Improvement

  • Customer portal

    Customer portal allows customers to submit tickets themselves and/or access self help resources.

    Category average: 8.6

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.6

  • Internal knowledge base

    Internal knowledge base helps agents answer customers' support questions.

    Category average: 8.3

Reviews

What users are saying about ConnectWise PSA.
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Set It Up Right And You Will Be Happy

Verified User
Consultant in Professional Services (11-50 employees employees)

Use Cases and Deployment Scope

I am a CW PSA/CPQ Consultant and I work with clients all over the world to review, improve and train their systems and people.

Pros

  • Time Tracking
  • Billing
  • Contract Management
  • Ticket Management

Cons

  • Notifications
  • More all in one package
  • Less third party applicaitons

Return on Investment

  • improves visibility to our gross profit by agreement
  • improves visibility to our gross profit by customer
  • improves visibility to utilization of our techs

Usability

ConnectWise Overall Is A Good Choice But Could Use A Few Upgrades

Incentivized
Tammy Kerr
Controller in Finance and Accounting at Sunset Technologies (51-200 employees employees)

Use Cases and Deployment Scope

We used Connectwise PSA for all our ticketing. We need a way for a customer to contact us and have our staff be alerted quickly and to track the response and resolution both internally and for the customer. In addition to labor notes, this includes knowing everyone who has touched the ticket, any items used on the ticket, any followup needed, etc.

Pros

  • Handles Incoming Customer Tickets Well
  • Tracks Employee Time/Labor Well
  • Tracks Product Cost of Materials Well
  • Invoices Customers Properly

Cons

  • Agreement Profitability Tracking - this is a feature that Connectwise could use.
  • Handling Large Numbers of Tickets - internal ticketing went under our "company" and created so many that it would crash do to the number of tickets.
  • Ticket Search could use improvement, if you type in the exact ticket number it wouldn't find it.

Return on Investment

  • Invoicing worked much better than our other software, allowing our company to more efficiently get accurate customer data, saving time and resources.
  • It initially allowed for better communication between our staff, including the technical support staff and the finance staff, allowing for better and more efficient business operations.
  • It was scalable and allowed for continued growth as our company expanded, helping to minimize issues we experienced with other areas such as finance software.

Usability

Alternatives Considered

Datto Autotask PSA and ManageEngine ServiceDesk Plus

Other Software Used

N-able Passportal, NetSuite ERP, QuickBooks Desktop Enterprise

Your future is Bright when you use Bright Gauge!!

Incentivized
Jeremy HermanView profile
Security Engineer in Engineering at Novatech (501-1000 employees employees)

Use Cases and Deployment Scope

Bright Gauge helps us to run our MSP more efficiently. We use it for all 350 clients we help with IT services. It tracks CSAT statistics and tells us which customers are happy with the service and which need more attention. We can also see when tickets are peaking and move technicians to the front lines.

Pros

  • Track CSAT ratings.
  • Track when a large number of tickets are coming in.
  • Notify us when a large number of P1 issues are outstanding.

Cons

  • Not all service boards will trigger Bright Gauge which can lead to false data.
  • More variety in the UI would be nice to pick from.
  • A better mobile experience would be good when looking at stats on the iPhone.

Return on Investment

  • We were purchased by a large PE firm because we could easily show CSAT ratings.
  • The easily trackable stats are suitable for the C-Suite to see which division is the most profitable.
  • We won 60,000 MRR by displaying to potential customers how we track important issues with the gauges.

Usability

Other Software Used

SAP Crystal

Powerful, reliable PSA

Jason ParsonsView profile
Consultant in Information Technology at Bam Boom Cloud (51-200 employees employees)

Use Cases and Deployment Scope

I have been implementing, administrating and using ConnectWise PSA for over 10 years. ConnectWise can help organisations making that leap from being an IT break/fix shop to becoming a fully formed MSP. The implementation of ConnectWise PSA can replace any disparate systems being used across a business or delivery function. Allowing you to bring in a single system to fill all your needs. The main function is ticketing, but also includes Projects, Quotes, Sales, Configurations, Marketing, and more.

Pros

  • Ticketing
  • KPI creation/management/monitoring
  • Automation
  • Simple implementation

Cons

  • UI needs updating
  • New features dev cycle slow

Return on Investment

  • Advanced understanding of profitability
  • Advanced understanding of capacity/utilisation

Usability

Alternatives Considered

Datto Autotask PSA, HaloPSA and Kaseya BMS

Other Software Used

BrightGauge, IT Glue

It's All About The Setup!

Eileen WilsonView profile
Owner in Professional Services at Pivotal Crew LLC (1-10 employees employees)

Use Cases and Deployment Scope

I am a ConnectWise PSA and CPQ Consultant, so I use it every day in many different environments to address many problems that are unique from client to client. We also use PSA at Pivotal Crew (my company) as well. It's our backbone for running our business.

Pros

  • Time Tracking
  • Ticket Tracking
  • Invoicing
  • Recurring/Contract Billing (Agreements)

Cons

  • More workflow triggers
  • Known Issues Resolved in a Timely Manner

Return on Investment

  • Management Support Requests
  • Managing Projects
  • Managing Sales

Usability

Alternatives Considered

ConnectWise CPQ

Other Software Used

QuickBooks Online, QuickBooks Desktop Pro

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