ConnectWise Manage

ConnectWise Manage

Customer Verified
ConnectWise Manage

Overview

Reviews

Manage A Better IT Department

9
ConnectWise is being used organization wide primarily as our ticketing and billing system. This allows us to manage all of our tickets in …

Heavy Hitter, with Outdated UI

6
ConnectWise Manage is the core business app that runs every department of our business. The service team uses it to track issues and work …
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ConnectWise is above others

7
Connectwise Manage is currently being used by the Managed Services side of our organization. We utilize the application to track customer …
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Popular Features

View all 13 features

Ticket response (73)

7.7
77%

Organize and prioritize service tickets (74)

7.3
73%

Ticket creation and submission (74)

6.9
69%

Customer portal (68)

6.4
64%

Reviewer Pros & Cons

View all pros & cons

Pricing

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Subscription

$35.00

On Premise
Per Tech Per Month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://info.connectwise.com/manage/bof…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Incident and problem management

6.8
68%

Self Help Community

6.8
68%

Multi-Channel Help

5.4
54%

Product Details

What is ConnectWise Manage?

ConnectWise Manage calls itself a business management platform for companies that sell, service, and support technology. According to the vendor, the product supports 110,000 users and helps them achieve greater accountability, operational efficiency, and profitability. The platform is cloud-based and integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics in order to streamline a company's operations.

ConnectWise Manage is the hub of the ConnectWise suite, a set of solutions for technology solution providers that aims to give an end-to-end view and total control over their business.

ConnectWise also gives its users access to a network of ideas, experts, and solutions. ConnectWise has been in business for more than 15 years.

ConnectWise Manage Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

ConnectWise Manage Screenshots

Mobile Friendly!Have data at your finger tips with dashboards and reports

ConnectWise Manage Videos

ConnectWise Manage Downloadables

ConnectWise Manage Integrations

ConnectWise Manage Competitors

ConnectWise Manage Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)80%
Mid-Size Companies (51-500 employees)20%
Enterprises (more than 500 employees)0%

ConnectWise Manage Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Australia, New Zealand, United Kingdom
Supported LanguagesEnglish

Alternatives

View all alternatives

Frequently Asked Questions

What is ConnectWise Manage?

ConnectWise 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.

What is ConnectWise Manage's best feature?

Reviewers rate External knowledge base highest, with a score of 8.2.

Who uses ConnectWise Manage?

The most common users of ConnectWise Manage are from Small Businesses and the Information Technology & Services industry.

Reviews

(1-25 of 299)
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Stella Heesom | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
JagFT is a Technology Enablement Specialist NOT a Managed Service Provider. We use ConnectWise Manage, Connectwise Sell & ITBoost for a combined CRM capability (sales, procurement, finance). We do not have an on-premise solution.
  • Pre-sales
  • Customisation in the cloud - the current capability is poor. Templates, reports, workflows are not intuitive or easy to implement.
  • Local presence - it can be very difficult to deal with the time difference - Miami FL, is a long way from Brisbane Australia.
  • Basic issues are not easily resolved - a lot of time is spent troubleshooting issues only to find that the simplest answer is the correct one.
  • It is very expensive for what you get
  • The customer portal is outdated and we don't use it as it is not user friendly.
  • Add on products are ok but have all of the same issues outlined above.
  • It is very ticket centric, rather than customer centric
It just too difficult to use consistently. There never seems to be day where we aren't troubleshooting something.
The team are based in the US. Very often it's days or even weeks before they get back to you.
  • Online training
No
Angela Heid | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Connectwise manage is used across the whole organization. We use it for our CRM system as well as tracking sales opportunities, projects, and time. Before Connectwise we had to use several different programs to accomplish the same thing, so this makes things easier by pulling it all together.

The problem is the software is very slow and the various tabs often lock up. I have noticed increasing problems with this for the last year. When I contact support, there are no good solutions for this.
  • Dashboards to provide an overview
  • Workflows to manage processes and send reminders
  • Being able to tag the resources needed unique to every ticket or project
  • Have expense reports built into the same system as time entry
  • The report manager is still hard to use
  • We have the cloud version, and some days it has a lot of latency
  • quoting is an addon or a separate program
  • locks up a lot
  • report writer is slow & clunky to use, not very user friendly
  • need more time frequencies for invoicing for multiyear
This is well suited to a business that has lots of service work, whether it be an MSP or project based
Some of their support agents are really great. However, there have been several times where the support agent didn't actually answer the question I asked. On several occasions their "answer" had very little to do with the question I was asking. Also, several times the support agent didn't seem to know the system that well because they would advise me to change a setting that would impact multiple areas and they didn't warn us that would happen. Unless you ask the support agent very leading questions, they don't give warnings about those things.
Cameron Rainey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
ConnectWise is being used organization wide primarily as our ticketing and billing system. This allows us to manage all of our tickets in one place. We can then pull reports and provide that info to our clients so that they know we are working on their account. It also allows us to bill for our services.
  • Ticket entry
  • Service reports
  • Billing
  • Report writer is very complicated
  • More integrations with third-party apps
  • Way too many menus in the GUI
Great to be used as your service desk and for billing and reporting. It’s just a massive beast that’s capable of doing so many advanced things from reporting to ticket entry. If you're a smaller shop, I wouldn’t recommend it.
There’s never been a time where we’ve submitted a ticket that they haven’t been able to solve the issue. The only times we’ve had problems are when they say they can’t fix the issue because it’s an additional fee; they do this with their report writer.
Rob Rotundo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise Manage on a daily basis. We use it to enter everything that we do, from project plans to password resets. We also create quotes through it. It helps us manage our daily schedule using the built in and customizable workflows. Every one of our 21 employees use it. The Outlook calendar integration helps us schedule our days and techs also.
  • Workflows to automatically do things for you, thus leaving out the need for a person to manually make changes and updates.
  • Scheduling works well.
  • Quoting from opportunities to invoicing works well.
  • The reporting is horrendous. Basic reports require some pretty hefty scripting.
  • Updates could be handled better.
  • One of my biggest issues is that if a workflow isn't working, there is no way to know until it's too late and a client asks for status.
ConnectWise Manage works well for medium to larger businesses who require precision and scheduling. It's good for a growing MSP. It's also really good if you have a dispatcher who will schedule things for the techs automatically. This only works if you know precisely how long the jobs will take. Probably less appropriate if your job times differ.
Score 4 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage is used by everyone here as the primary way we record time spent doing anything. This includes the management of tickets, internal projects, hourly employee tracking, and customer sales interactions. We use it for some accounting functions, such as creating and emailing invoices. It is also used to tie other pieces of MSP software together. We use it for scheduling future events as well as record keeping for actual time spent.
  • Contract management
  • Service ticket management
  • Connecting to other software
  • Very slow (Cloud version is not usable in real time with customers)
  • Terrible quoting system (must buy add-on Sell to modify Quote template at all)
  • No two-sided accounting (must buy add-on to talk to QBO or to export some transactions)
  • Unusable knowledge base (must buy third-party add-on like IT Glue)
  • Unusable documentation management system (no versioning, no wiki, no linking, 100% featureless)
  • Slow customer support
  • Customer support refuses to assist with any report
  • Password management is insecure or absent
  • Expensive
  • Many incompetent features requiring add-ons not disclosed upfront
  • Very difficult to implement (plan a year in advance)
If you are an IT firm and you do not have a PSA at all, then you are leaving money on the table. You need to explore and implement this type of software with care. ConnectWise Manage is one of the best for connecting more competent products together but is probably not the right choice for most small MSPs. Do not just believe the marketing that this software does everything. Very many functions are extremely limited or just outright inadequate. This is by design. They sell an assortment of very expensive and complex to implement and train on products that you will need to buy in addition to ConnectWise Manage. Unless you have time for a degree in ConnectWise Manage (I finished three initially included but they took them away a few months later), you will need outside help with the reporting engine. ConnectWise Manage support refuses to assist that. ConnectWise Manage can do time and contract management pretty well if you if you beat it into shape just right. Remember that ConnectWise Manage is just a centerpiece. There is no trialware with ConnectWise Manage for a reason! Don't buy until you shop around and price out your whole software stack.
Chat support is available but I have spent an hour or two in "position one in the queue". When you do get through, there is a less than 50% chance of solving the issue. There is a better chance that they will tell you "this is a feature request, so please use the feature request forum" or "I can make a paid support ticket for help with that" or "Let me make a ticket for tier two," which will get back to you between two days and two months from now. In the last year, they have been better about answering the chat within 10 minutes or so.
Jeremy Kushner | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
Connectwise is really the central tool of our operations and we use it for all core business activities such as ticketing, project management, invoicing, and time entry, just to state a few of its uses. We use it across the entire company and all departments.
  • Ticketing
  • Invoicing
  • Time entry
  • Project management
  • Customer support
  • Marketing automation
For ticketing, time entry, and invoicing it works very well and has nearly infinite customizations. To be honest, it fulfills the needs of its core tasks across the board. My reservations on the product are based more on the cost and support.
Their tier 1 chat support is ok but if they are not able to resolve, which is frequent, your ticket will go into a black hole. Very difficult to get a follow-up from their other tiers and tickets sometimes go unresolved for weeks. Their account management and billing support are garbage as well.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise Manage as our primary help desk software. With all of the integrations, it's easy to use it as the source for any issue that comes in. We've created automated flows to handle certain types of requests as they come in to streamline responses.
  • Service ticket management
  • Integrations with other platforms
  • Automated flow
  • Mobile app is subpar and difficult to use
For smaller companies, ConnectWise Manage may be overkill, but if you are able to pull the trigger on cost/implementation, it is well worth it. It is one of those platforms where it isn't very plug-and-play because of the extensibility of it. If you do choose this, make sure to have someone who is able to become the ConnectWise Manage expert.
I've always had great interactions with the support team--knowledgeable and helpful.
Score 8 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage is being used all across our organization. It is used for day to day Service Desk tickets, Reporting, Clocking in and clocking out, processing sales orders, organizing multiple clients, and keeping a detailed record of time sheets. This allows one piece of software to handle tasks that would normally take at least 5-6 pieces of software.
  • Ticket History. Keeping detailed notes in Service tickets which makes it easy for technicians to know what is going on at any given time.
  • Client Management. If done properly, knowing who has called in or submitted tickets about their issues can make it easy to track down common problems
  • Configurations. Keeping accurate track of computers via configurations helps track down what has been done to a machine.
  • If a technician has a time entry open and someone else updates the ticket, you can't save what you have done in that time entry. It would be nice to lock other people out or be able to save time entries no matter what
  • Easier to manage types and subtypes when entering tickets
  • Changing a work type say s that it's required, but it actually isn't. Being able to manage required fields would be a plus.
ConnectWise Manage is well suited for companies that have multiple clients and deal with multiple people on a day to day basis. It makes it easy to sort out who worked on what and for whom. It is not well suited for small companies that don't have a lot to manage. There are much better and cheaper solutions out there for smaller companies.
ConnectWise Manage support is very responsive and willing to help. The ConnectWise Support chat application makes it really easy to get in touch with a technician and get any of my issues resolved in a fast and easy manner. On the occasions I have had to use it, my issue or question is resolved within a short amount of time.
Score 1 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage is used for managing client service desk tickets. We also use it for billing time and products for IT projects and as a CRM system.
ConnectWise addresses our need to maintain an audit trail of all helpdesk activity and track billable activity not covered by our service agreements.
  • Management of billable time and products.
  • ConnectWise customer support is non-existent. Account managers do not listen to problems, and when you raise something like a billing query it takes weeks to get a response.
  • All technical support goes through live chat which is a painful process often taking 45 minutes to get a couple of sentences out of poorly trained engineers that don't seem to know what they are doing.
  • User interface is extremely dated with all configuration going through database tables instead of a proper UI.
  • Reporting is dated and involves manually exporting information to get any kind of useful data on KPIs.
ConnectWise is useful for tracking billable time and products in a service desk environment but completely useless at everything else. The system is buggy, unintuitive, dated and difficult to learn.
The customer and technical support is shocking and they don't listen to you when you provide feedback or raise a serious complaint.
  • Customer support is shocking. Accounts team take weeks to respond to billing queries, account managers do not respond to complaints.
  • Technical support is all through a live chat which is a long and drawn out process.
  • Technical support team are not properly trained, often open about the fact they are effectively 'googling' the answers because they don't know what they are doing.
Score 2 out of 10
Vetted Review
Verified User
Review Source
We used CW Manage for customer support (helpdesk), CRM, and sales. The benefit was that it had all of these features in one system, but it didn't do any of these things very well.
  • Lots of features
  • User interface is slow and cumbersome.
  • Customer service is terrible.
  • They lock you into deceptive auto-renewing contracts.
  • Unresponsive when you try to cancel, just keep sending invoices.
I wouldn't recommend it until the customer service improves.
The worst support of any product I have ever experienced.
Score 1 out of 10
Vetted Review
Verified User
Review Source
Before considering ConnectWise, make sure you read the recent reviews and have a look at the Bureau of Better Business Practice where you will see a lot of unanswered complaints from clients who cannot close their accounts. ConnectWise used to be a good product but it is no longer the case. The product is not updated and very bogus, same for documentation. Support is basically non-existent. We had support request elevated and unanswered for over a month. As with many other customers, they told us we would have a free 3 months trial period (even thought there are still considerable costs for implementation and the ridiculous ConnectWise University) they now refuse to close our account. Setting up an account was supposed to take under 48 hours and instead it took 10 days! We have now moved to a competitor and are so happy about it even though it will probably take us a lawyer to be able to close our account with ConnectWise after months of painful and costly implementation.
  • Pre-sales.
  • Screen connection.
  • The product as a whole.
  • The support.
Please have a look at the complaints and the most recent and likely reviews. Note that you cannot buy a license for yourself, you have to call them and buy in bundles of 25. In our case, it took over a week for them to give us extra licenses. Deployment is painful and there is no support.
The support is very bad. They do not know the product and the documentation is outdated. A ticket can take over a month being escalated and still remain unanswered.
Nicolas Poague | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise across the whole organization. Our business relies on it, as it is how we centrally manage our customers, their assets, sales leads, service tickets, and projects. Everything must go in ConnectWise! Our schedules are managed through the application, so it is the main way employees can track what everyone is working on. All client communication happens through ConnectWise, whether in relation to a service ticket or sales proposal. It's integrated with our quoting system as well as our network monitoring system, so everything ultimately ends up in ConnectWise.
  • Service tracking: whether for help desk, sales, or network alerting, everything gets tracked as a "ticket." in the system. Whether automated through the multiple integrations available, or performed manually, the service tickets are easy to manage. Our system heavily relies on ticketing, so having multiple ways to create and manage tickets is a must.
  • Customization: it's built so that businesses can customize the features to meet their needs. Being in IT, we can create multiple "boards" where we can lock down permissions only to certain departments. Those boards then can track specific kinds of tickets. The customization can go beyond that as well, from workflow to asset management, so needless to say it is very flexible.
  • Reporting: since everything is in a database, the latest reporting features with ConnectWise (such as Report Writer), make it easier to pull the data you need. So for example, we pull reports on sales leads monthly to track how many quotes were referred by technicians, and then use that to reward the technicians. This can also assist tremendously when meeting with clients to present data on the work we've done, as well as internally to identify any trends.
  • Performance: we use an on-premise instance of ConnectWise, but our system meets or exceeds the required specs. However at times the system can be a bit clunky. When our business relies on using the system, we can't afford to wait even more than a few seconds for a screen to load.
  • Interface: while the application is extremely versatile, the interface seems a little dated and some of the menu items can be confusing. This has improved slightly since the previous version, but I'd like to see a more modern look and feel with a design that is a little more intuitive.
  • Project module: the relatively new project module was a feature we were hoping to use heavily for our larger scale projects, however it ended up not being able to fit our needs. Specifically I know the projects module didn't integrate will with workflows in ConnectWise, which we use heavily, but I know our project team found other areas where it didn't meet their needs. We've provided this feedback to ConnectWise in hopes to have future enhancements, but in the meantime we continue to use regular service tickets for our projects.
ConnectWise is most suited for a business that can really take advantage of all its features. The company needs to evaluate how many of the features they can really use in order for it to be cost effective. So if one was just looking for a help desk solution, using ConnectWise is probably not the best solution as it would provide much more functionality than is needed. On the other hand, if a company has multiple large customers, departments, and needs a way to track issues and scheduling along with the reporting, asset management, sales, and workflow capabilities, ConnectWise is a good pick. Lastly the prospective ConnectWise user would want to evaluate what kind of integrations they may require, or could benefit from, and make sure that ConnectWise has a relationship with their third party vendors. For example, our network monitoring system integrates well with ConnectWise to create and track alerts. Now that we heavily use ConnectWise we always make sure any new products we look at can integrate with ConnectWise.
Kyle Forward | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Connectwise is the leader in the industry and is by far the BEST PSA on the market today. With over 300+ certified integrations, there is not very much you can't do with this tool! We use it manage all aspects of the business from products and inventory, Service, Time tracking, Projects, Sales, and everything else in between.
  • Time tracking.
  • Project management.
  • Resource management.
  • More certified integrations.
  • Not really much bad here honestly.
If your company manages inventory and service, this is the tool for you! Member time tracking and management is one of the best points of the tool. If you are looking for automation with your ticketing, this is it! You can build completely customized workflow rules to move tickets and re-assign as needed.
James Buchholz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is being used in both of our offices by all departments. It addresses our need to track tickets, inventory, purchasing, and documentation.
  • Keeps track of tickets with all their documentation and attachments and configurations.
  • Has 2-factor authentication for increased security.
  • Very good uptime, almost never goes down.
  • When we enabled their new text formatting system for ticket notes, the whole system ground to a crawl.
  • Support could be a little faster on their response times.
  • It will randomly take a while to load tickets, purchase orders, etc. Not often, maybe once every couple of weeks.
It is great for tracking a high volume of tickets, purchase orders, and inventory. I don't like the project side of the ticketing system. There doesn't seem to be a lot of visual graphs or anything to see at a quick glance of what projects are in progress, when they are scheduled, due, etc.
Garry Adams | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage is the core business app that runs every department of our business. The service team uses it to track issues and work tickets. The Sales team uses it to track opportunities and sales funnels. The accounting team uses it to create and process invoices. It is central to everything we do as a company.
  • Ticket workflow and automation.
  • Integrated data availability between systems (quoting, ticketing, automation, billing, etc.)
  • Information tracking and availability
  • User Interface is outdated and not very user-friendly.
  • Performance depends on your particular installation, but because updates and management is handled in-house the application stability is not as reliable as SAAS solutions.
  • Software stability is often a struggle, with bugs causing issues when logging in or accessing auxiliary systems.
ConnectWise Manage is well integrated with the rest of the ConnectWise suite. If you are looking for a "one stop shop" for quoting, system management, ticket/issue tracking, and CRM management, the integration between systems is as good as you will find anywhere. It is also a very popular platform so it is well supported in the community and many Channel focused systems are designed to integrate natively with it.
Dale Bradford | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Connectwise Manage is currently being used by the Managed Services side of our organization. We utilize the application to track customer communications, configurations that are pulled in through various integrations and customer contact lists. The primary role is ticket management. Our customers will submit tickets through a couple of different methods and Connectwise will then create a ticket, and track everything through that tickets completion.
  • Integrations are done fairly well with Connectwise.
  • Audit trails are done well.
  • Customer HTML email templates and other custom communications are great in the app.
  • Reporting: Though the software has a lot of information in it, the methods to retrieve it are cumbersome.
  • Mobile application needs some enhancements, cannot manage projects from it unless assigned a ticket on that project, and then you can only interact with that aspect of the project, nothing else
Those items listed on the improvements are minimal. This really is a great app that has allowed us to excel our MSP business to the next level. Through the management of tickets or the integrations that help us get the right information into CW, it really is a great application.
David McCoy | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is being used as a project management system and a ticketing system. This stretches across our entire company. Everyone in the office uses this for keeping up with what is currently happening with customers, projects, etc
  • Project Management. Red tape could be bad sometimes but we have setup the system to make sure that the red tape is followed so that our customers have the best experience they can have.
  • Ticketing system. We make sure that our customers have the best customer experience possible and with the ticketing system, we make sure we take care of them if they have issues.
  • The main missing functionality is a text editor that you can implement HTML or even basic WYSIWYG. Creating customer notes without pictures to show in the text spot is a downer
  • There are some times during the day where the system gets very slow. When I start having issues, other people I work with start asking if ConnectWise is down. A few minutes later it does eventually come back up, but not before having issues with the load screen spinning.
  • The ticketing system needs to have a faster refresh rate than every 5 minute, I would like to even make it every 60 seconds or so. We have so many tickets coming in, it is hard to keep up if someone replied to the ticket unless you click the Service Board tab to refresh the ticket.
This is great for a ticketing system and great project management system. We can also keep up with customer configurations and all of their IT.
Alissa Levanway | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
This is our main managing software. We utilize for tickets, project management, procurement, and finance. It is used by the entire company and integrates with several of our softwares. It's got great audit trails and the option to email out of the program. Wonderful for keeping track of vendors, customers, prospects, etc. I mainly utilize it for its sales order, receiving, configurations, and RMA purposes.
  • 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.
  • Procurement - Throughout the years, Connectwise has gotten better with improving their procurement side. I notice lately I can't cancel products, I have to list them as Write Off. Also if you don't clear your cache often, the system will kinda glitch. You have to know certain workarounds to make it work. For example if I am unreceiving a product, I have to unpick then open PO and unreceive. It's not productive, and you used to be able to just unreceive if you made a mistake.I often have to help other staff with this process
  • Products - Security permissions are very specific when it comes to picking products, adding products, editing products, so that makes it difficult if you are trying to set up multiple people with the same permissions. Also, there isn't a straight forward place to pull inventory counts. You have to pull a report and add specific details. I wish this was a little more user friendly.
  • Accounting Interface - It's nice it integrates with ConnectWise, but I find it's very picky when you are trying to batch invoices or procurement products.
Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time.
Jon Brantner | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage is used by our internal IT department in support of our users and retail operation centers. It is used to track and monitor open service requests for telecom, computer and other misc.
  • Scheduling and tracking of time and resources.
  • Modification and customization to meet the needs of the user/company.
  • Team management and organization through the scheduler and dispatch modules.
  • Knowledgebase entries, organization, and sorting.
  • While it is possible to customize and change a lot of settings, it can be very tedious to accomplish via some of the setup tables.
  • Lack of telephone customer support without specific payment for such service. Only available support is via chat.
It was originally designed to be a service software for a vendor support contract provider I believe. However, they continue to make updates to the software (monthly) and continue to significantly improve the software for in house IT solution departments.
John Trevino | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Currently we are using ConnectWise manage as our CRM from our IT company W3IT. It has really helped us serve our customers better and be well organized in our tasks. It has also helped with our sales.
  • Manage's GUI is fantastic and easy to use.
  • Makes it very simple to create support tickets and organize them.
  • The different boards in Manage are what really make this product great.
  • Being able to lay everything out and easily organize to our liking is a huge plus!
  • Being customer friendly is another aspect I like.
  • The portal is easy to setup and easy for clients to use.
  • We use this feature heavily as an MSP.
  • 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.
When organization to keep track of service tickets or sales, this would be the best places to use this. I couldn't see this being very useful in the retail and education world.
Alex Farling | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage is the backbone of our IT managed service provider. We use it for ticketing, invoicing, procurement, and sales. While there is no way we could run the company without it, the product is certainly the 800lb gorilla that we have to learned to live with. Once you sign up for ConnectWise, they will try to sell you their whole suite of products, and before you know it you'll be spending more with them than you're taking home...
  • Ticketing - rock solid, keeps good history, and transitions to invoicing smoothly in most cases.
  • Integrations - Integrates to more IT products than any other PSA platform on the market.
  • Expense Management - allows us to reimburse employees for expenses quickly and accurately.
  • Sales - even with plug-ins to tools like ConnectWise Sell or QuoteWerks, the product lacks any sort of prospecting integration. It's VERY hard to run a sales team in this tool.
  • Dashboards - this should be a permission to play product by now, but third party products are required for business analytics.
  • Commissions - you can't pay your people using the CW commissions functions.
  • Calendar - as a business owner, the product doesn't let you see your life in one place. It separates Sales Opportunities/Activities from Tickets and Project tickets to a point that you operate in little Silo's and can't see your life in one place.
  • Customer interaction - even though we have closed loop ticketing (tickets update clients with emails when we work on them) the client communication stinks for things like Projects. An integration with Trello or something would go a long way - but why should I need that when the product is supposed to handle customer facing projects?
  • The Client Portal is hideous... (they are working on a new one).
You have to have it (or something like it)... it keeps us from a significant amount of duplicated effort converting technician work time into billable time, and probably catches a lot of time that was lost before we had it... but you find yourself fighting with the product to make it perform a function, instead of it being straightforward and intuitive...
Score 10 out of 10
Vetted Review
Verified User
Review Source
Every person within our organization uses ConnectWise Manage. We use it to manage our service boards, and for contract administration, CRM, billing and inventory and procurement. As an organization, we are fully committed to using ConnectWise Manage. The Service Boards, SLAs, and configurations help keep us on top of our customer tickets. The workflows and closed-loop communication help us automate meaningful communication to our clients. The Integration with Sell and Automate makes the choice to use Manage a no-brainer.

  • Service Desk, Ticket Management and Closed loop communication is perhaps its best features.
  • We are also pleased with the integration between Sell and Manage. It provides a seamless way to streamline the sales process.
  • The Integration with Automate and Control, specifically the one-click launching once a configuration has been attached.
  • The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
  • More customization would be great especially in the PO emails.
  • The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
  • The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
Every PSA, CRM, RMM, {fill in your own three-letter initialism}, is going to have something that you don't like. ConnectWise is no exception. However, having used some of the bigger names in out there, I find ConnectWise to be the most intuitive and easy to use. I feel the support is really what sets ConnectWise a part from the rest. ConnectWise just provides more to love.
Daryn O'Shea | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are currently using ConnectWise Manage as the primary product for managing the workflow and invoicing of all service that we provide to our managed services customers. The entire organization is utilizing this product. At a cost per licensed user that is roughly equivalent to our charge for an hour of help desk service, this product provides tremendous value and functionality for our business, allowing us to more thoroughly documents tasks and track costs throughout the customer service experience. As the CFO, it gives me the fine tuned ability to apply taxes and track costs. Our ultimate goal is to utilize the reporting functionality of the software in order to better evaluate the profitability of the various elements of our business.
  • We are also a VoIP service provider. Telecommunications comes with the joy of managing communication services taxes in addition to the sales taxes we are required to collect on our managed services. Connectwise gave us the ability to set these taxes up and transfer that information to QuickBooks Pro Desktop.
  • During the past year, the folks at Connectwise have really fleshed out the online version of the software, providing nearly the same functionality of the locally installed version. With the exception of our periodic need to import and export from QuickBooks, we are able to use the software from any location.
  • Having service tickets created automatically via the receipt of a customer email has been a big help. They are even able to reopen an existing ticket by simply replying to the email thread. This makes it easier for our techs to quickly see notes and history relating to the ticket and resolve it quickly.
  • I'd like to see 2FA functionality built into the product along with a more secure tool for storing sensitive customer information. We are currently required to utilize a third party tool to help provide that data protection.
  • We are currently experiencing the occasional delays in screen refreshes and find ourselves waiting 10 to 15 seconds for our data to save or refresh. Acknowledging that this software is the primary tool we use to run our business, eliminating those pauses would be ideal.
  • Customer support is available through a variety of avenues. Having access to support via the chat method is great. However, since we often have to wait for quite some time for a support technician to get to us within the queue, having an audible notification that the tech has finally arrived would be helpful.
I was recently asked by one of my customers for a recommendation for a tool to help her manage accounting and tax preparation projects. ConnectWise immediately came to mind as a tool, even though it is designed for use in the MSP community. It is that flexible. However, the amount of setup and preparation and training that is required to utilize this software product does lend itself toward use in a large organization with many users where the investment in time will pay off quickly. The calendar function and time tracking can be a real value when utilized but we find this difficult to use when our organization has only 2 or 3 owners/technicians.
Tanner Campbell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise Manage to manage all client support requests as well as to track resources across our network of clients. The software enables us to easily track issues as well as document troubleshooting which, in turn, creates the opportunity to identify issue patterns so that we can make changes to how we work (or how a network is configured) to improve the experience of our end-users.
  • Provides the ability to create custom work-types, agreement types, and ticket statuses - the flexibility here is unmatched it other ticketing systems that I've used.
  • Allows for effortless creation of reports which show all ITIL standard KPIs.
  • Overall customization of work and process flow is unbelievable - it is so easy to make this platform do what you need it to do.
  • They've recently upgraded its looks, but it could be a bit more visually appealing (if you care about that sort of thing).
  • The mobile phone app leaves a lot to be desired - it's not very friendly to use.
  • Configuration with 2FA is possible but it's not an enjoyable experience.
If you're a service/help desk of more than 0 - whether your serve and support internal users or thousands of external users - ConnectWise manage is your best and most economical bet (especially when you consider the bang you're getting for your buck!).
Jennifer Henney | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise Manage in all aspects of our MSP business. It functions as our PSA/CRM and we also offer a co-managed service to some of our clients where their internal IT department can use it for their service ticket management. We had previously been using TigerPaw, which was lacking in many modern functions of other PSAs.
  • Automation: With a little planning and elbow grease it's possible to automate much of the day-to-day business like routing service tickets, sending SLA reminders, using tracks and templates to standardize sales and project functions, and more.
  • Integration: Manage integrates with a large number of other products ranging from HR management to RMMs. ConnectWise also has its own suite of products to handle remote support, chat, RMM, quoting, and cloud services.
  • Project Management: The Project module plus templates and workflows make project management organized and automated.
  • Support: There is no way to call and speak to a live person immediately. The quality of support completely hit-or-miss. The rule of thumb is if a support person gives you a noncommittal answer or flat out tells you no, hang up/close and call/chat again.
  • Security at a ticket level: We would love to incorporate more of our HR functions into Manage but the inability to lock things down at a ticket level (and the lack of granularity at the service board level) makes that impossible.
  • Email connector errors: These could be a lot more useful if they had a little more information in them.
We're a medium-sized MSP and it works very well for us. It is scalable to an enterprise level if it is set up with careful thought and consideration from the get-go. It would probably be too much for a 1-5 person shop.

The dispatching and scheduling features are great for a mobile workforce and works well for those departments who push tickets from a central dispatch person or department. For those who use a ticket pulling structure, it works equally well as long as all members have been well trained.
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."