ConnectWise Manage Reviews

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Score 7.7 out of 100

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Anonymous | TrustRadius Reviewer
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.
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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.
Read Jennifer Henney's full review
Carson Hagan, ITILv3 | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
ConnectWise has become the single most integral part of our business systems. It contains everything needed for our business to run effectively and efficiently. I love being able to have a single login to a very powerful system that allows me to manage employees, manage clients, interact with contacts and companies, provide accounting and record keeping. It has all the benefits we need as an MSP and more. We came from a scattered information system using multiple applications and it was challenging at times. Now that everything is working under one roof it allows us to streamline 85% of all our managed service/IT processes from beginning a service ticket all the way to billing it. I am a data-driven individual and enjoy having gobs of information and data to pour over and analyze. It really does provide a 360-degree look at your business.
  • ConnectWise serves as a GREAT Service Desk tool. Being able to aggregate multiple input sources into our ticketing system, define those issues based on an urgency and priority, assigning to the right type of resource and then billing for labor included is something CW is focused around.
  • Being able to use CW as an effective CRM database that is simple and open allows all company employees to search for Company and Contact information. Storing any type of information about a client in CW is as simple as you need it to be.
  • ConnectWise allows all of our IT operations for our Field dispatch division to be managed from a single pane interface that is very intuitive. Being able to get insight into our Field Engineers schedule's is vital for delivering what we promise to our clients.
  • Reporting in CW can be intimidating at times due to the highly detailed and customization of the reports - but provides as much or as little data as you need to generate high quality information.
  • Bulk editing Agreements would be very helpful to have. It can be meticulous and frustrating to have to go through 90+ agreements to edit one small piece of the agreement to match the others.
  • Syncing information from LabTech can be hit or miss sometimes. The issue with this is that when you speak with CW support about it, they refer you to LT Support, but when you speak to LT support, they refer back to CW support. Can be challenging at times when looking for a resolution.
  • Would love to see more ability to change the themes inside the application. In no way related to the overall functionality - would just like to see a different theme than blue/white.
ConnectWise is suited well for anybody that meets the following criteria:
  • IT Client Base (internal or external clients)
  • Needs Ticketing System for tracking time, details, and assets
  • Managed Service management
  • Billing on monthly agreements
If you need any of those things, ConnectWise is a solid product that delivers.
Read Carson Hagan, ITILv3's full review
Ian Hansen | TrustRadius Reviewer
October 06, 2017

Thank You, ConnectWise!

Score 9 out of 10
Vetted Review
Verified User
Review Source
Our entire organization, a managed technology services provider, uses ConnectWise every day for all of our help desk support processes. We are required to have a highly organized system with automated workflows that helps us manage a large number of support requests from clients of a number of diverse small to medium sized businesses. ConnectWise works very well for our needs, and as the service director here, I have appreciated the ability to customize the help desk software around the needs we have to better serve our clients. Using ConnectWise, we have been able to streamline our operations and extend our support offerings.
  • I appreciate that workflow rules can be configured and customized to help keep all client support requests active and be resolved as quickly as possible.
  • ConnectWise's support has been responsive and helpful, and their training resources such as ConnectWise University have been very useful.
  • I appreciate that ConnectWise listens to its user base and releases frequent updates based on feedback.
  • I think it would be nice if ConnectWise had a feature for internal techs to send attached files when doing an internal update ticket, while updating the ticket at the same time without having to click on 'time entry'--that is a very nitpicky request.
  • ConnectWise might offer some better examples of what their workflow rules are capable of accomplishing.
  • When e-mailing help@connectwise.com, it would be nice if we did not have to remember to specify that any added information we were giving about an issue (if not on the original ticket) needed to be added to a recently-opened ticket.
If a tech support company is looking for a great tool that helps their support team get organized and stay that way, then I would recommend using ConnectWise and getting well-trained on it. If a company is not intending to grow its customer base or systems, and doesn't want to have a platform on which to expand its operations, then ConnectWise might not be a fit.
Read Ian Hansen's full review
Rob Rotundo | TrustRadius Reviewer
Score 6 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.
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William Stasak | TrustRadius Reviewer
September 08, 2017

Our ConnectWise Experience

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use it in our help desk and service department. Dymin Systems is an MSP and telecommunications company. ConnectWise is our ticketing system, quoting system, and all around business platform for our clients. The CRM works very well and integrates into our RMM and other software seamlessly. Most of the troubles we have encountered were just learning curves. This platform is very customizable and robust.
  • Ticketing system works great for a help desk.
  • Help desk tickets get opened easy from RMM and through email from clients.
  • Configurations are easily tracked for companies and sites.
  • Customer ticket portal is cumbersome and not easy to use.
  • Payments can not be taken by cash or credit card easily or without third party software.
  • A Point of Sale would be a great add on as selling something in store is hard in CW as you need to creat a quote then and invoice and payment can not be made on the ticket with credit card in person or by cash with a cash drawer.
Great as an MSP or company that extends credit to all clients and works remotely or onsite at client locations collecting payment through checks. Is horrible for any sale to be made on demand in a retail setting or repair shop where clients come to you and pay with cash or credit card.
Read William Stasak's full review
Ray Graham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
CWM is well suited to all aspects of a managed service provider's business.
Read Ray Graham's full review
Graham Green | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise across our whole business to manage our sales, marketing, and service desk. This includes raising invoices and purchase orders. It also includes service incidents/faults, change requests and service requests. We are about to start managing our projects through CW as well. It's great to have a centralised repository where all our customer agreements (including signed copies of documents) can be found. This enables a smooth and effective handover from sales into delivery and then from delivery into service.
  • Opportunity Management - Allows for much more effective pipeline management.
  • Sales Management - The ability to enter our sales targets at a group and individual level allows us real-time access to where we are against sales targets. Who in the sales team is achieving target and more importantly who isn't.
  • Ticket Management - Support tickets are now auto created when a customer sends an email to our support account. The workflow options allow for automatic chasing and updates to go out.
  • The ability to have internal and external notes on tickets and the ability to group certain tickets.
  • The ease of raising one off invoices for equipment or labour charges.
  • The Outlook integration - allowing you to manage your tasks and diary from CW.
  • Reporting is limited - Need to be able to report easily on recurring and one-off revenue and GP (currently they are bundled together).
  • No UK based telephone support.
  • The implementation was poorly managed. The salesman/consultant claiming 12 hours implementation would be sufficient.
  • The CW university is not very good or relevant.
ConnectWise (CW) Manage is great for managing sales opportunities. Used properly, anyone in the organisation can dive into CW and understand any opportunity. When it was raised. When it's expected to close. The margin and products being quoted for. For simple one off/hardware opportunities the quick quote facility allows you to quote a customer instantly on your own company branded template. The associated activities allow you to manage your communications and follow-up activities, whilst the document facility allows you to store all relevant information against the relevant opportunity (quotes/proposal, customer feedback, supplier quotes or info associated with the sale).
Read Graham Green's full review
Wes Jensen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have been using Connectwise since 2004 and use it in every aspect of our operation across all departments. We use it for ticket management, project management, sales tracking, T&M and agreement invoicing, client communication and asset tracking. We also use Streamline IT for clients with their own in-house IT departments. The only feature we do not use is the product procurement module.
  • Connectwise has done an excellent job of facilitating the different invoicing practices for each business model. The range of flexibility in invoicing depending upon client, site or location and agreement is quite impressive. And, if a mistake is made, it is really easy to delete and recreate with the fear of losing information.
  • The way in which time is recording and reported makes it very to monitor exactly what your team is doing and if each time entry is properly entered.
  • I appreciate the flexibility of using workflow rules to notify us of key events or items that are outside of set parameters to help us make sure we don't miss critical events.
  • There are several functions that require too many clicks. Each time I select an item that opens a progress pop-up, when it is finished you have to select Close Window. I wish it would show the progress and automatically close the window for me.
  • Much like my previous entry, I wish I could mark my time entry as Complete without having to select Mark as Done > Select the time to mark as done > Select Save. I would appreciate it if they could move it from 3 clicks to 1. If there are multiple scheduled events, have a second link that says Mark All as Done. That way I could select Mark Done or Mark All as Done. Either way, it is just one click.
  • The Invoice Print button appears to take a lot longer than it used to. I don't know what changed, but it takes FOREVER to preview an invoice. I will often select another application to do something else while waiting for the invoice preview to load. This is very anoying.
ConnectWise is an excellent choice if you have a team to coordinate with. If used properly, it can facilitate every aspect of managing the client experience.

If you are a solo operator it is still an excellent tool for running your business, but the true value of using ConnectWise is not truly realized until you need to coordinate the efforts between several team members and multiple teams. It is still of value, but may be more than you need.
Read Wes Jensen's full review
Dean Lause | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise Manage for our help desk ticketing system in interacting with our customers, invoicing, time sheets, calendars, marketing and sales tracking, sending out monthly newsletters; we recently integrated with an app that tracks our phone calls and attaches to our tickets. Our entire organization uses ConnectWise, from Training to the Help Desk to Sales and Marketing.
  • We particularly like the ticketing system for our help desk, and how it keeps track of billable/non billable hours. This helps at the end of the month for invoicing and for seeing where we may need to tweak our contracts with our clients.
  • The Workflows also make my job must easier and tasks that much easier to manage. The automation is great.
  • The integration of different application, such as having our help desk calls attached to tickets is an added benefit so that we can better keep track of our time spent with customers.
  • The worst part is the procurement process and lack of integration with vendors. We have to manually enter serial numbers for shipped products.
If you are looking for a product that offers great customer support, overall functionality, multiple software integration options and continuous development for the ultimate customer experience, then ConnectWise Manage is the product for you. It offers versatility, ease of use, and a quick learning curve. For companies that want to track a myriad of different aspects of their business, from sales data and marketing campaign effectiveness to billable hours on tickets, ConnectWise Manage is able to it plus more.
Read Dean Lause's full review
Brian Hopper | TrustRadius Reviewer
November 09, 2017

ConnectWise!

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise for every aspect of our business across all departments: service tickets, project management, sales tracking, time tracking, inventory, billing, etc. It allows us a centralized place to have all of our work being done and it integrates with our other ConnectWise products (Sell, Automate, Connect).
  • Time tracking.
  • Integration with our other products (Sell, Automate, Connect).
  • Workflow automation.
  • Renewal and asset tracking.
  • It can be somewhat slow.
  • It isn't the prettiest.
  • It is better for service, not for sales.
  • Sometimes feels too bloated because it does so much.
Managed Services Providers (MSPs) really benefit from this. From a purely customer service standpoint, I would choose something else that looks prettier to the end user.
Read Brian Hopper's full review
Paul Blough | TrustRadius Reviewer
September 28, 2017

ConnectWise Saves the Day

Score 10 out of 10
Vetted Review
Verified User
Review Source
ConnectWise takes care of all of our operations serving as an ERP program for our IT service practice. It handles help desk ticketing, project planning, sales and invoicing. It allowed us to finally get a handle on tracking the time of our staff without overburdening them in the process.
  • Help desk and work ticket management is easy and efficient to work with. This is where ConnectWise shines.
  • Managed Services billing automation allows us to automatically update our clients subscription billing based on the most current data about their network without having to manually check and key the data.
  • Connectwise have great documentation, support and training resources. ConnectWise university is the best help system I've ever worked with.
  • Project management is improving but still needs work.
  • Sales cycle management is still too cumbersome in ConnectWise. It's not as full featured as products like SalesForce.
ConnectWise was designed and built for the MSP segment of the IT Solution Provider segment and does its best there.
Read Paul Blough's full review
Blake Clemens | TrustRadius Reviewer
September 18, 2017

Connectwise is Perfect!

Score 9 out of 10
Vetted Review
Verified User
Review Source
The whole organization uses Connectwise. We use it for tracking tickets with clients and to allocate time and resources spent on fixing those tickets. We use it for project management and to track resources spent on those projects. We also use it to manage client PC/network inventory.
  • Time allocation to tickets worked. Very easy to update a ticket and say how much time you spent on that issue.
  • Nice user-friendly dashboards & reports. Helps you see where most of your time is being spent.
  • Keeps track of client data & inventory. Which you can then tie to tickets as issues come in for them.
  • Honestly, for what I need and how I use Connectwise I do not see a need for improving it. It works perfectly for me.
If you support many clients and need a good software to help you do that then this is the software for you. If you only have a handful of clients then you may want to reconsider.
Read Blake Clemens's full review
Tony Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ConnectWise is our main LOB application. It allows us to have a single point of control for all technical, project, support and sales activities. Every employee is required to use ConnectWise as part of their job. We run by the motto of 'If it is not in ConnectWise, it didn't happen'.
  • Help desk support tickets are handled very well in ConnectWise.
  • Project tracking is adequate and is getting better with each release.
  • ConnectWise integrates very well with other add ons thru the ConnectWise ecosystem.
  • Sales tracking is difficult and cumbersome.
  • Mobile expense management needs improvement for sales and engineering.
  • Still requires the installed 'fat' client to access all functions. They are working on porting more to the web based front end but it is a long process.
  • Mobile app is a bit cumbersome and lacks functionality.
Great for a services based organization. Not great for a high volume sales organization and not great for a sales manager that wants to see everything going on with the deals.
Read Tony Johnson's full review
Richard Raue | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise as our PSA tool and track all client activities for sales and service.
  • It's a very comprehensive and powerful system, if properly implemented.
  • It is the market leader in my opinion and what attracted us to CW is the huge user community.
  • We like that CW is the big dog and that all new features and third party integrations are usually available to us first before other PSA tools.
  • Though CW has done a lot over the past 12 months in regards to UI and user experience, much more needs to be done. It's a little clumsy when navigating menus and certain tasks take extra steps that seem completely unnecessary.
  • We use the cloud version and speeds have been atrocious for months. I'm surprised that this has not been addressed. At certain times of day, we are unable to use it. This causes us a lot of grief with the techs as they see it as an excuse to no longer do real-time time entry. We've lost a lot of ground on getting good and timely ticket info.
  • Implementation is the most important aspect of being able to successfully use any PSA. We paid for the diamond implementation and then had to pay many thousands more with third party consultants to get things running effectively. We are in the business of making IT work, not PSA tools. I know it's hard to get it right for every unique situation, but more needs to be done to understand the workflow of the current business before forcing us into a setup that ultimately does not work.
It's well suited for MSPs, but not at all for anyone with retail sales.
Read Richard Raue's full review
Shael Risman | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage synergizes all facets of our organization, improving efficiencies and billing. We live and die by it.
  • Flexibility of workflows
  • Simple Intuitive GUI
  • Tracking and incident documentation and communication
  • Great user engagement
  • Support is sorely lacking in response time and quality of resolution. The ConnectWise team is very quick to wash their hands of issues that may involve a little more digging.
  • Nickel and diming for extra modules.
  • Each silo in the ConnectWise Suite seem to have no clue what the others are doing or how it affects their departments and the client base.
ConnectWise Manage should be an integral part of any managed service company that combines fixed monthly fees and project based services. It would be a serious leg up for any service-based company that deals in incident management, scheduling, and deployment. Not applicable to retail or restaurant like businesses.
Read Shael Risman's full review
Greg Hardy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are a managed service provider. ConnectWise is the primary tool that we use to manage our clients / tickets / time / purchases / sales. Everyone in our organization uses ConnectWise on a daily basis.
  • The core function of ConnectWise is ticket management. The customization options, workflows and SLA information makes this a critical tool for our support management.
  • Where ConnectWise does not address a specific need, they have done a good job of creating an API that allows vertical or vendor solutions to integrate directly into ConnectWise.
  • One of the biggest benefits to us the agreement management. From the scope definitions to time tracking and enforcement to billing - this is one of the key functions in ConnectWise for us.
  • ConnectWise does a good job of adding features. However, the reporting in ConnectWise still falls short and has not been addressed since we have been on the platform. Originally, our instance of ConnectWise was on premise, so we could link it to SQL and create some custom, real-time reporting. We are now on the hosted model, and this limits our ability to enhance this shortcoming. I would also like to see some easier ways to setup dashboards for financial performance, agreement profitability, ticket management, SLA performance and enforcement, and resource utilization.
  • I would like the integration with appointments in ConnectWise to be deeper with Outlook. For example, I would like to be able to invite outside parties to appointments created in ConnectWise, and not have to send a second appointment from Outlook. I understand this is coming on the Roadmap, but it has been needed for some time and cannot get here quick enough.
  • I would like to see some additional ability to delete purchase approvals that are not needed. Currently, to remove these from the approval screen, we have to approve them, create the PO, receive the items, and then do an inventory adjustment to reverse the receipt.
I would recommend this to any MSP. I implemented it in 2008 at an MSP that had no PSA tool. It was a challenge to change our process, but it finally gave us some insight and control that we were missing before the implementation. When I started my new MSP in 2014, I reviewed the PSA options again, but quickly landed on ConnectWise again because of the capabilities of the software. It is the one tool that we will not consider changing. I have recommended this solution to other MSPs as well as web developers, and they are also having success on the platform.
Read Greg Hardy's full review
Jeff Skillin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It's being used across the whole organization. It runs all of our ticketing and invoicing and pairs with ConnectWise Sell to do all quoting. [We are] Beginning to use for marketing, still exploring that.
  • Ticketing and engineer/tech time management is excellent
  • Reporting for gauging utilization is good
  • Quoting and invoicing features are vastly improved over our old system. Custom quote templates are very handy in ConnectWise Sell.
  • Avatax plug-in needs some work on the sell/quoting side. Does not pull client default tax info from ConnectWise Manage and that is a real nuisance.
  • Sales and marketing reports could use some improvement. Pipeline info is hard to obtain in a useful form (hot/medium/cold is not ideal).
  • Would like the ability to sort tickets by account manager. We have each account manager review tickets for their customers, and we cannot sort by this field and give each account manager the tickets for their clients only.
  • Quote template editor is very crude. Harkens back to Wordstar, it's a very basic editor that should be improved.
Very well designed for our consulting/managed services shop. We do not stock a lot of inventory but I would see us using a more robust inventory control system if we do.
Read Jeff Skillin's full review
Steven Hay | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise as the primary tool to run our entire organization. It is invaluable as a tool and we have put considerable resources into developing and customizing the product. If you are an MSP, this and LabTech (both owned by the same company) are your tools.
  • Single tool for all departments
  • Good integration with some powerful 3rd party tools
  • Well developed and mature software
  • Patches can break things, we always patch far behind!
  • Can be delayed years for promised key features
Suited and only sold to MSP's. But an MSP can make a board for another customer and pass those costs on.
Read Steven Hay's full review
JoAnn Larsen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are a MSP. We use ConnectWise to manage all our clients, projects, agreements and billing. It is used by everyone in our company. There are many benefits, notably that all data is in one place. The issues we have are with the billing, ease of search, and billing projects that are fixed fee. Also, if we could separate items on an agreement from a true product sold, that would make search simpler. I have also had a recent issues with getting taxing information back to me on our monthly billing. It has been over 6 months.
  • Syncing with Quickbooks
  • Generates automatic emails for clients with past due bills
  • ConnectWise Sell is a great product that also syncs well with ConnectWise.
  • Invoicing templates. We have tried to make these easy for our clients to understand but have had little success.
  • Projects with fixed fee billing. Although we have been told we don't have to remove the agreement from the project, we do. If we don't remove the agreement from a project the fixed fee gets reversed. If we don't catch it, we give away our services.
  • When we need to search for a product the client added we have to see every line item that is on every monthly agreement. Too much to go through.
For many issues, CW is quick to respond and generally escalates a problem for faster resolution. They do have lots of information in the university and offer many webinars. I enjoy the quarterly group functions they hold and the annual events are very beneficial. I haven't used, but I feel that there are end-user groups that I could reach out to for advice.
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Claude Bethea | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
At Transformyx, we use ConnectWise to manage almost all aspects of our business from quote creation and contract management to service tickets. Our entire team can gain access to a wide array of information about our clients, our business processes and metrics. The only component of our business that isn't covered in ConnectWise is our General Ledger, payroll and payables which is being supported through QuickBooks Enterprise.
  • Keeps all the information about a client, their contracts, billing and service tickets in a single place.
  • Manages our work flows and SLA's so we can keep our promises to our customers.
  • Connects our staff. It's always good when the left hand knows what the right hand is doing.
  • Reporting is difficult to manage. Basic reporting functions are not present in the system and the reports that are present don't really give me the information I'm looking for. We have 2 full-time programmers on staff to write and develop reporting.
  • You can print customer statements but only 1 at a time. This just doesn't make any sense.
  • General Ledger Integration does not support Multiple Locations. We have different regions and I'd like to book revenue into the GL into Regional GL accounts but the system does not support it.
Because the system is very flexible it can be used in a wide variety of businesses. Typically, if you are in a business where you sell products and services as well as recurring monthly services, ConnectWise could be a very practical tool for your business. Certainly, IT businesses are well suited but I've actually recommended the system to other people in the industrial services business.
Read Claude Bethea's full review
Justin Wagner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Connectwise Manage as a ticketing system for our helpdesk, as well as using it to track inventory for our clients. Every employee in our company uses it for one purpose or another. It really helps us by having a centralized database for all of our inventory data as well as timekeeping aspects.
  • It helps us in being able to model our data into specific reports that are beneficial to what we need to see at that time.
  • We are also able to search through our helpdesk tickets in many different ways using ticket number, client, etc.
  • Connectwise Manage also integrates with several other programs we use to make seamless integration a reality.
  • I sometimes wish that there were more simple ways to set up the program. Through the setup tables tab, I find myself getting lost and not finding things.
  • The ticket escalation procedure seems like it could be faster. If we log a ticket with ConnectWise support and it has to get escalated, it seems like it can be days before we get a response.
I believe that ConnectWise would be well suited for any company that is looking to centralize their data and create a workflow to optimize productivity. The features that it has along with the ability to customize those features really make ConnectWise stand out head and shoulders above the competition.
Read Justin Wagner's full review
Ariel Donahue | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are an IT consulting firm and ConnectWise is the core application that we provide service on. We use it to track tickets, Organization/User data, Assets, Quoting, and invoicing for 300+ clients in SE Wisconsin. We follow the ConnectWise mantra "If it's not in ConnectWise, it didn't happen"
  • Ticket management is awesome and the Workflows are extremely powerful. Workflows help us enforce our procedures as part of using the application.
  • Using ConnectWise with inegration to an RMM like LabTech or Kaseya allows some pretty awesome asset management. Throw in ITglue/BizDox and it's the best documentation platform I've ever worked with.
  • The Email connectors and closed loop ticketing makes keeping clients up to date on their tickets is also very helpful!!
  • Previously it was not very browser compatible and the mobile app was limited. They've made big progress on this, but it's still a work in progress.
  • It's pretty resource intensive, so older systems have a chunk of lag.
  • There is a Stream-lined IT feature that lets you resell client admin accounts so client IT staff can use the board like we do. This feature is great, but very difficult to setup and manage.
ConnectWise is ideal for MSP and IT consulting firms. Some of the features may not be as valuable to internal IT departments, but it would still be an awesome program for them as well. This would be less useful for solo IT guys, but my experience is with the premise implementation and the cloud version may be better suited.
Read Ariel Donahue's full review
Gene Whaley | TrustRadius Reviewer
September 18, 2017

ConnectWise Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use ConnectWise across our entire organization. It allows critical customer communication between all departments. And, we are able to manage tasks and projects associated with each client.
  • track project tasks
  • track engineer time within accounts
  • track expenses
  • not as clean when utilizing a 3rd party app for billing
  • inflexible on processes if different than the way they manage their MSP
Obviously a very good solution for an IT MSP.
Read Gene Whaley's full review
Patty Laushman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We used ConnectWise at The Uptime Group across the whole organization. Prior to ConnectWise, we were running the business off silos of chaos. ConnectWise connected our business end-to-end and created efficiencies that were impossible without some kind of PSA solution. We had been severely limited in the amount of business we could bill, maxing out at about $10,000/month, and overnight, we we able to start generating $30,000+/month in revenue. We grew from there.
  • Customer Relationship Management
  • Trouble Ticketing/Help Desk
  • Invoicing
  • KPI Tracking (with the help of ConnectSmart)
  • Time Tracking
  • Reporting
  • Profitability Tracking
  • I felt like the project management module could have been more robust and easier to use, but this was a minor point for us
If you are operating an SMB IT consultancy/managed services company, there is no better solution. It's the most mature and robust product on the market. The user group meetings are phenomenally helpful in learning how to maximize its capabilities.
Read Patty Laushman's full review

Feature Scorecard Summary

Organize and prioritize service tickets (69)
7.8
Expert directory (38)
6.9
Subscription-based notifications (45)
6.1
ITSM collaboration and documentation (50)
6.1
Ticket creation and submission (69)
8.2
Ticket response (68)
8.3
External knowledge base (52)
6.6
Internal knowledge base (60)
6.2
Customer portal (63)
6.7
IVR (15)
4.5
Social integration (21)
5.2
Email support (63)
6.8
Help Desk CRM integration (59)
7.9

About 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
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management
Self Help Community Features
Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls
Multi-Channel Help Features
Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

ConnectWise Manage Screenshots

ConnectWise Manage Integrations

QuickBooks Desktop Enterprise, QuickBooks Online, QuickBooks Desktop Pro, ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect)

ConnectWise Manage Competitors

ConnectWise Manage Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
80%
Mid-Size Companies (51-500 employees)
20%
Enterprises (> 500 employees)
0%

ConnectWise Manage Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ConnectWise Manage Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Mac
Mobile Application:Apple iOS, Android
Supported Countries:United States, Australia, New Zealand, United Kingdom
Supported Languages: English