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ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
Starting at $35 Per Tech Per Month
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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…
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Popular Features
- Organize and prioritize service tickets (82)5.050%
- Ticket response (81)4.848%
- Customer portal (74)4.242%
- Ticket creation and submission (82)3.838%
Reviewer Pros & Cons
Pricing
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
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What is ConnectWise PSA?
ConnectWise PSA (formerly Manage) is presented as 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 PSA 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 PSA 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 PSA Screenshots
ConnectWise PSA Videos
ConnectWise PSA Integrations
ConnectWise PSA Competitors
ConnectWise PSA Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | United States, Australia, New Zealand, United Kingdom |
| Supported Languages | English |
ConnectWise PSA Downloadables
Frequently Asked Questions
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.
Datto Autotask PSA, Salesforce Sales Cloud, and Rev.io PSA are common alternatives for ConnectWise PSA.
Reviewers rate Subscription-based notifications highest, with a score of 5.6.
The most common users of ConnectWise PSA are from Small Businesses (1-50 employees).
ConnectWise PSA Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 80% |
| Mid-Size Companies (51-500 employees) | 20% |
| Enterprises (more than 500 employees) | 0% |
Comparisons
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Reviews and Ratings
(373)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found ConnectWise to be a valuable tool for managing projects, service tickets, and sales leads. The software allows organizations to centrally manage customers, assets, and service tickets, making it easier to track and prioritize tasks.
ConnectWise plays an integral role in streamlining operations and enhancing customer support for managed technology services providers. It facilitates communication with both existing clients and prospects, allowing sales teams to effectively manage relationships and monitor project progress. ConnectWise's seamless integration with other software tools further enhances its functionality, making it the central hub for all information.
Furthermore, users appreciate how ConnectWise helps with accounting and finance tasks by requiring timely entry of time and expenses. It assists with project/service billing, sales projection, budgeting, invoicing, and reporting, providing users with a comprehensive solution for financial management. ConnectWise also offers features like scheduling, time entry, ticket tracking, and workflow automation, enabling organizations to organize workflow efficiently, capture lost time, increase revenue, and maintain historical information.
ConnectWise University comes highly recommended as it provides users with a thorough understanding of the software's capabilities. Whether used for CRM, sales management, help desk support, marketing, or inventory management, ConnectWise proves to be a valuable business management system that caters to diverse needs. With its ability to integrate with other products and offer web access and smartphone versions, ConnectWise ensures accessibility and convenience for users on-the-go.
Overall, ConnectWise manages to address the essential requirements of organizations by providing a robust platform for managing clients, projects, finances, and workflows. It has become an integral part of many businesses' day-to-day operations while contributing to enhanced productivity and improved customer service experiences.
User-Friendly Interface: Users have consistently praised ConnectWise Manage for its user-friendly interface, with many stating that it is easy to navigate and perform tasks quickly. The intuitive design enhances productivity and ensures a positive user experience.
Integrated Sales and Equipment Tracking: The platform's integrated sales and equipment tracking feature has been highly regarded by users. It allows for seamless tracking of sales activities and equipment, streamlining the overall sales process. This functionality has received positive feedback from multiple reviewers.
Accountability Loops and Service Ticket Management: ConnectWise Manage is recognized for its ability to create accountability loops both internally and with customers. This feature ensures that all tasks and responsibilities are tracked and completed, promoting efficient collaboration and customer satisfaction. Additionally, users value the service ticket management feature as it helps manage both reactive and proactive tickets, ensuring timely resolution and proactive maintenance. Multiple reviewers have highlighted the importance of these features in their positive reviews.
Outdated and Clunky User Interface: Many users have expressed difficulty with the ConnectWise user interface, stating that it is outdated, clunky, and non-intuitive compared to other CRM systems. They hope for an upgrade to improve the overall experience.
Challenging Reporting Functionality: Users have found ad-hoc reporting and reporting on multiple projects to be challenging. They have also mentioned limitations in the reporting functionality, such as requiring manual exporting of information to gain useful insights.
Lack of Customization Options: Users have expressed dissatisfaction with the lack of customization options for fields, reporting, and views in ConnectWise. They feel restricted by the static nature of the platform and would like more flexibility in tailoring it to their specific needs.
Based on user reviews, ConnectWise Manage users commonly recommend the following:
-
Check integration capabilities: It is important to verify if the software integrates with other tools before making a purchase. This ensures smooth workflows and efficient operations.
-
Allocate ample time for configuration: Users advise setting aside plenty of time for product configuration. This allows for optimal customization of the software's functionalities to meet specific business needs.
-
Seek external support and training: Due to some users' experiences of limited support from ConnectWise Manage, they suggest taking advantage of the courses and support offered by ConnectWise Manage or considering third-party implementation services for successful implementation and ongoing usage.
These recommendations emphasize the significance of integration capabilities, careful configuration, and external support in effectively utilizing ConnectWise Manage.
Attribute Ratings
Reviews
(1-25 of 113)Companies can't remove reviews or game the system. Here's why
Score 1 out of 10
Vetted Review
Verified User
- Negative Impact Only- agents were rolled out incorrectly by the CW implementation team which caused a chain reaction of issues while trying to reverse the roll out. Our technicians spent a collective 231 man hours to repair the issues caused by CW. We have yet to receive an apology or even be contacted by someone to acknowledge the error.
Score 1 out of 10
Vetted Review
Verified User
- High COO (300+ hours vested into Connectwise SW that adds inefficiencies and integrates poorly to our business applications)
- Content use is not at all intuitive, it requires extensive training to learn where they hid all the menus for everything. The university has a ton of content. But the 'needle in the haystack' type hunt for answers.
- Staff members become frustrated due to more work for the same results. (We had one quit)
- Constant updating of pricing & products not sold through the few large IT distributors
October 03, 2022
Stay away from ConnectWise unless you want to be locked in a contract you might regret later
Score 1 out of 10
Vetted Review
Verified User
- It's hurt our company and held us back
- Difficult to use and configure with archaic database as controls
- Significant downtime with their SSO login and products
- Inability to access documentation without a login and password. Anytime you want to research something you have to login. Documentation needs to be secured? That's crazy
March 28, 2022
Great CMS for MSPs
- Helped to improve communication between departments
- Better logging and tracking if service tickets
- Project multiple services and operations management.
- Easy to collect multiple reports is very quick.
- Data visualization and data easy management of all the project information.
- Collaboration on ConnectWise Manage is good.
March 23, 2022
Connect wisely with ConnectWise.
- Clear line of sight.
- Big change for the business but worth the investment.
- Added visibility adds better management of assets.
March 22, 2022
Connectwise Manage - a must have for your MSP business
- 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
March 13, 2022
ConnectWise Manage - To Manage Wise
- Helped to move to Web app and in turn helped in cost cutting of the desktop application
- Helps dispatcher on shift to assign tickets based on the Calendar availability
- PMs find it comfortable to assign Projects
Score 1 out of 10
Vetted Review
Verified User
- We are unable - after a year of implementing the product to even send quotes with ease.
- The product is not cost effective.
- We have not been able to achieve any objectives from this platform.
- Better visibility between sales, engineering and management
- Easier to schedule people's time
April 25, 2021
Manage A Better IT Department
- Allows us to know when our customers have issues.
- Also allows us to keep track of our time so we can bill it.
- The reporting allows us to see if our techs are meeting their goals.
- It's saved us so much time with the automation alone, our service techs are able to focus on the tickets in front of them instead of trying to organize/route tickets themselves.
- It helps us organize our backlog and current issues.
- Reporting on the information in the system is also very good!
April 20, 2021
ConnectWise Manage - Good for Multiple Clients
- Allows technicians to know what they have to work on on a daily basis
- Keeps people focused on their jobs without stepping on another tech's work
- Keeps track of sales and licenses for software
April 20, 2021
ConnectWise Manage - For the serious MSPs
- Accurate time tracking
- Better staffing
- Greater efficiency especially on larger projects
Score 1 out of 10
Vetted Review
Verified User
- ConnectWise was an expensive investment that we have not seen ROI. We expected it would save us money through automation but it has had the opposite effect.
- When there are technical issues, we experience a lot of downtime because the technical support is awful.
February 23, 2021
ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software
- Increased profitability over no PSA
- Increased time accountability
- Significant time expense waiting on ConnectWise Manage to respond
- Has helped us scale and grow substantially.
- Has allowed us to improve processes.
- Excellent customer record management.
February 20, 2021
Tries to do too much, doesn't do anything well
- We switched to ConnectWise because it was an "all in one" solution, but ended up leaving because it didn't live up to expectations.
Score 1 out of 10
Vetted Review
Verified User
- It has been a complete waste of time and resources.
January 19, 2020
Powerful business tool with room to grow
- ConnectWise has provided much more efficient customer service. Since everything is centrally managed, dispatchers can now handle and prioritize incoming tickets and schedule them accordingly. Our customers quickly get used to our process, so they know when they call to provide a ticket number for reference, and their asset tag number. This will allow the dispatcher to easily locate items and saves time from having to gather additional information.
- Our remote monitoring and management has drastically improved. Before we utilized the integration with our monitoring system, there was little or no proactive work being done for customers' assets. Now that we have ticketing integrated with our monitoring, rather than taking a reactive approach, we are now reaching out to the customer to provide proactive assistance. This impresses the customer, making us look good, and also saves additional time on the help desk from handling issues that would arise had we not taken the proactive measures.
- We've lessened admin time substantially. Since I came on board, ConnectWise was still rather new, but I was not familiar with their old system. However ConnectWise has allowed us to streamline the scheduling and resource management process so that less time is spent tracking down people, getting status updates from them, and figuring out how to schedule something. Over the last four years, our processes have changed as we've learned how to more efficiently use the product, and we've seen admin time decrease, allowing employees to do their actual work.
November 07, 2019
Connectwise - The MSPs PSA
- It makes our techs more efficient with time tracking.
- Easily manage projects.
- Track time with details.
October 23, 2019
Easy to use, but the interface could use an update
- Time saver.
- Billing assistance.
- Scheduling assistant.
October 22, 2019
ConnectWise Manage manages to manage us well
- It's helped us immensely with inventory tracking with its ability to serialize and run procurement reports. Less lost product
- It has helped us to integrate our new office an hour away. Cloud-based means we're both sharing the same database with ease. Allowing us to grow together and coordinate the office with shared resources.
October 22, 2019
Good all-in-one tool but could use a makeover
- Allows us to see our sales opportunities, expected sales, and actual sales.
- Tracking time and expenses to projects or marketing campaigns lets us see how much our efforts cost vs what we get back.
October 16, 2019
Leaves You Wanting More
- I cannot say that ConnectWise Manage has been as positive as our team would like it to be. While it does do a good job at items like keeping records of previous tasks and tracking resources' times, it leaves the user wanting more out of it. If the functionality and user-interface could be improved, I think it would be much more productive for our team.