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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…
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- 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
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
Score 1 out of 10
Vetted Review
Verified User
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
11.666666666666668%
1.2
40%
4.0
10%
1.0
- 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.
- Microsoft 365 (formerly Office 365), MS SharePoint, HubSpot CRM, HubSpot Sales Hub, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Salesforce.com and Zoho CRM
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.
6
Technical
Sales
Finance/Accounts
Sales
Finance/Accounts
We do not know, despite asking this very question. We did not expect, when purchasing a SAAS product that we would need to pay for a full time developer too.
- Increase sales
- Increase profitability
- Simplify and improve internal processes
- None
- None
Yes
Hubspot
- Product Features
- Product Usability
- Product Reputation
I would not select ConnectWise Manage.
- Third-party professional services
- TIBCO professional services
We used ConnectWise Manage implementation team.
No
Change management was a major issue with the implementation
- Bugs
- Data import
- Platform setup
- Online training
Don't try it without engaging with a developer.
Some - we have done small customizations to the interface
We have tried to customize the interface, without success.
No - the product does not support adding custom code
I don't know. I didn't even know it was a thing.
Yes
No. If a bug is reported, it goes into a black hole.
No. We have never experienced exceptional support.
- WiseSync is the only saving grace
- Service Tickets
- Templates & Workflows
- Reporting
- Configuration
- Procurement
- ITBoost
- Connectwise Sell
- WiseSync
WiseSync is a shining beacon of simplicity and ease of use. ConnectWise Manage would do well to look at their model.
- File import/export
- API (e.g. SOAP or REST)
- AppExchange or similar marketplace
Don't try it if you don't have an in-house developer.
There proposal had some flexibility and pricing was slightly negotiable.
Don't do it, unless you have a LOT of time and you like early mornings or late nights.
No
- I don't know.
- I don't know. I would like to get the instance we already have right before worrying about the upgrade.
No
No
December 11, 2017
ConnectWise Manage - Hands down the best I've ever experienced!
We use ConnectWise Manage to run our entire managed services business. We use ConnectWise to invoice, purchase, ticket, schedule, dispatch, and manage our customers and more.
- ConnectWise technical support staff are the best I've ever experienced in my 20+ years in IT!!
- CW Manage provides an MSP with all the necessary tools to run the entire business. nothing is left out.
- CW Manage integrations with other MSP applications is very broad. when we look for new tools we only use those that integrate and we've never had a problem finding them.
- CW Manage continues to improve the product. always pushing forward with new innovations!
- I wish that bundled items could be added to agreement additions.
- I would like to see the "agr_header_recid" field added to the agreement list screen.
100%
10.0
65%
6.5
100%
10.0
- We have near perfect visibility into time/resouce per client
- We have a much higher degree of control and visibility of costs
- Operational efficiency has improved by roughly 33%
No other products we've experienced even comes close to CW.
7
tech support, management, purchasing and sales.
2
operations, tech support, accounting
- all of the business in one application
- business data is relevant and available
- keeps us competitive
- flexible fits our changing needs
- keep us with employee PTO
- streamline IT
No
- Price
- Product Features
- Product Usability
- Product Reputation
- Vendor Reputation
- Positive Sales Experience with the Vendor
the application was comprehensive and economically priced
no change
No
with basic support i'm able to figure out what I need to get done.
Yes
yes
exceptional support in my mind describes the connectwise support culture as a whole not just one support instance. Anyone can do an exceptional job every so often but few organizations can deliver exceptional support consistently. Connectwise sets the standard for application support!
- support desk functions
- invoicing
- marketing
- report writer
Yes
great for basic tasks but as a manager I'd like to be able to do a bit more. for instance quite often we will forward emails from clients into CWM which makes it necessary to change the company on the ticket. it's not possible to do this with the mobile app.
March 16, 2017
ConnectWise and me
ConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.
- For us, the number one thing is ticketing. We receive trouble tickets via emails or from our RMM. Those tickets go to our dispatch portal where we sort through them and then assign them to the right person to respond.
- Our sales team will use the CRM function and it does a pretty good job. You are able to track all leads and I am able to see at what stages they are at. I am also able to see where the leads are coming from to track what campaign they are associated with.
- Time tracking is also very important. We have a very detailed report that allows us to see where we are spending our resources. We also see how we are spending those resources in relation to what we are billing our clients.
- Reporting has always been an issue. I know they have come out with new reporting features but I have not worked with them yet.
N/A
N/A
N/A
N/A
N/A
N/A
- ConnectWise has really helped with increased employee efficiency. Staff members are able to go from one ticket to the next without having to pick and choose what they are going to do.
- We are able to track the time and see how much time we are spending on each clients. We are also able to see at what level of experienced engineer is spending on which task.
Before ConnectWise we were using a tracking program that we made. It was pretty good at tracking trouble tickets and then billing the clients, but it can not even compare to all the ConnectWise offers.
We currently use ConnectWise as the central service, ticketing, time keeping, billing\invoicing, configuration, project and opportunity management product across our entire organization. Most recently we are adopting use of the reporting and dashboarding functionality added in v2015.
As an all in one product, ConnectWise facilitates the ease of maintaining both historical and relational information for our customer delivery from opportunity origination through billing. Having a unified database which contains information regarding the various aspects of our company also provides easier retrieval of the BI we need to successfully maintain and grow our business.
- Service Ticketing- Intuitive interface provides time tracking, service details, inter-relational references to configuration, agreements as well as a concise audit trail of associated activities.
- Workflow Rules- Flexible workflow rule creation allows for auto-functional event based activity such as resource assignment, board moves, email notifications and more for service ticketing, configurations and agreements. This is useful for service tickling as well as important event notification such as impending warranty and agreement expirations
- CRM- The CRM aspect is not the strongest element of ConnectWise and could use improvement in both functionality and performance. Time outs are experienced on several database queries within this module which often frustrates our CRM users.
N/A
N/A
N/A
N/A
N/A
N/A
- Better business intelligence has assisted us in making critical business decision regarding service, sales and operational aspects of our company.
- Faster service assignment and intelligent resource management reduces time for service delivery.
- Closed loop information systems provides additional levels of customer service required by our clients.
At the time of our selection Connectwise was the easiest to implement and most complete package we could find to meet our needs.
83
Sales, Service, Management and Subcontractors
- Implemented in-house
- Professional services company
We are a professional services company so we did the work in house with some help from ConnectWise.