Reviews (26-50 of 90)
- 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.
- 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.
- 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.
- Visibility into a variety of facets of our business
- Allows for ease of scheduling appts, as well as others in the company to meetings
- Allows us to track our appointments and follow up to make sure nothing falls through the cracks
- I use the CW Manage app and it would be nice to be able to see the Dispatch Portal on there
- Expense reporting can be a little clunky, but has gotten much better
- It would be nice to have a better notification when an opportunity goes past due
- One central location for all client data
- Integration with other products
- True cloud option
- Some settings can only be changed annually
- Initial setup can be time intensive and/or require professional services (at an additional cost)
- ConnectWise Manage is simply the best at connecting various tools together if you want a one-stop shop for your sales, operations, tech, administration, and other teams to all manage their workflows look no further.
- ConnectWise Manage is also wonderful for keeping track of who is doing what when. Built-in calendars that connect with Outlook seamlessly keep your resources on time for whatever they may be doing.
- If you also utilize ConnectWise Automate Manage is an incredibly useful tool for keeping track of all of your managed workstations, servers, printers, firewalls, and other devices with its configurations. This will keep them tied to each client and allow you to keep track of when they expire when they were installed, what their stats are and many other useful items.
- Ticketing is a huge room for improvement for ConnectWise Manage. Even though it is a cornerstone of the application it was obviously not the first in thought when the application was developed. It is literally impossible to run a First Call Resolution ticket as you have to fully save a ticket before it will allow you to add any notes or time. Features such as the stopwatch were just recently added and frequently fail if more than one person has a ticket open at a time.
- ConnectWise Manage does a lot of things and it does them all fairly well however it is just as deep as it is wide making it a monumental task to build out initially. I would highly suggest getting some consulting hours in during setup as you will be dumping plenty of hours into configuring all the minutia of the application.
- Some of the systems can be easily disturbed by a small change and then tracking down the issue can often take a long time and calls to support, so always be careful when changing settings.
- Timekeeping and expenses - easy to assign time to tasks and mobile app allows for quick upload of receipts.
- Integration with other automated systems, currently our IT monitoring system is linked to CW and any issue flagged by it is automatically creating (and closing if self-resolved!) tickets for servicedesk.
- Fully web based - there is a desktop client but since one of recent patches the web client looks exactly the same and allows for quick access to CW from pretty much anywhere with no fuss. Really convenient!
- Missing options for two factor authentication with more common systems, hoping for this to be added soon!
- Frequent patching is recommended due to amount of improvements and fixes, not necessarily a bad thing but carries an additional overhead of testing and implementation time.
- As any bigger system it takes time to get used too, which can cause the initial settling in time to be a bit longer.
If you are a very small business, the cost and complexity might be just a bit too much and youare better off using other systems.
- ConnectWise Manage helps with all of our billing purposes, invoice creation, edits, etc.
- ConnectWise Manage aids in service tickets. Being able to escalate a problem and have the necessary parties involved and updated in a timely matter.
- ConnectWise Manage helps with our procurement department and collaborates seamlessly with it's counter part - ConnectWise Sell.
- What is both a pro and con in my mind is the amount of updates. Though I appreciate improvements in the application, it tends to break services - mainly billing. They can improve on testing more with the updates and understanding the ramifications and what will change or break before sending them out publicly.
ConnectWise Manage is very well suited in the whole of a company. It addresses many facets of the day to day goings on for IT companies. It also has an impeccable support staff known as "live chat". As a whole, I absolutely hate calling into a help desk - the wait times are horrendous and I usually feel like I'm never properly heard. The live chat staff of ConnectWise Manage is amazing. They listen to your issues, are extremely knowledgeable, and find an answer for what you are looking for. If they cannot solve/answer the issue (which rarely happens) they escalate this internally to have a more senior staff assist.
ConnectWise Manage is well suited for service tickets, onboarding/off boarding of clients, invoicing, procurement, and sales.
- 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.
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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
- 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.
- 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.
- Customer Relationship Management
- Trouble Ticketing/Help Desk
- KPI Tracking (with the help of ConnectSmart)
- Time Tracking
- 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
- 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
- You need to purchase a separate quoting program that integrates with CW for sales
- Project Management
- Service Desk
- Invoice and Billing
- Managed Services
- Manages full life cycle of business.
- Project Management
- Service Desk
- Continue to evolve web interface
- Improve mobile capabilities
- Ability to integrate with Office 365
- Improve document / content management
It requires patience and discipline and should not be adopted unless there is a commitment to invest the organization's time and resources.
- Track client issues
- History of client issues
- Tracks client company info
- Service templates should be easier to create and update and manage.
- Ability to combine invoices into one - Agreement and labor invoices. Our clients would greatly appreciate this based on their feedback.
- A simpler process to make credits and apply credits to invoices so that it is visible to clients.
Less appropriate - Service templates could be improved, inventory management could be built into the program
- Customer support tickets.
- Time Tracking.
- Inventory Management.
- Application speed is slow at times.
- Member security profiles are difficult to implement accurately.
- Built-in reporting and/or dashboards need to be developed further.
- 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.
ConnectWise Manage Scorecard Summary
Feature Scorecard Summary
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 Screenshots
ConnectWise Manage Integrations
ConnectWise Manage Competitors
ConnectWise Manage Customer Size Distribution
|Small Businesses (1-50 employees)||80%|
|Mid-Size Companies (51-500 employees)||20%|
|Enterprises (> 500 employees)||0%|
ConnectWise Manage Support Options
|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|