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ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
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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%
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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% |
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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:
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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.
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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.
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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
(26-50 of 113)Companies can't remove reviews or game the system. Here's why
October 03, 2019
Heavy Hitter, with Outdated UI
ConnectWise Manage is the core business app that runs every department of our business. The service team uses it to track issues and work tickets. The Sales team uses it to track opportunities and sales funnels. The accounting team uses it to create and process invoices. It is central to everything we do as a company.
- Ticket workflow and automation.
- Integrated data availability between systems (quoting, ticketing, automation, billing, etc.)
- Information tracking and availability
- User Interface is outdated and not very user-friendly.
- Performance depends on your particular installation, but because updates and management is handled in-house the application stability is not as reliable as SAAS solutions.
- Software stability is often a struggle, with bugs causing issues when logging in or accessing auxiliary systems.
August 29, 2019
ConnectWise is above others
Connectwise Manage is currently being used by the Managed Services side of our organization. We utilize the application to track customer communications, configurations that are pulled in through various integrations and customer contact lists. The primary role is ticket management. Our customers will submit tickets through a couple of different methods and Connectwise will then create a ticket, and track everything through that tickets completion.
- Integrations are done fairly well with Connectwise.
- Audit trails are done well.
- Customer HTML email templates and other custom communications are great in the app.
- Reporting: Though the software has a lot of information in it, the methods to retrieve it are cumbersome.
- Mobile application needs some enhancements, cannot manage projects from it unless assigned a ticket on that project, and then you can only interact with that aspect of the project, nothing else
August 29, 2019
Good All-In-One Solution For Simple Requirements - Not So Much For Large and/or Complex
We use ConnectWise in Sales, Professional Services, and Support. Accounting/Biz Ops is just starting to use it for invoicing. It gives us a way to track and manage opportunities, projects, service/support tickets and support agreements - including time and expenses.
- Time and expense tracking is very good as is companies and contacts.
- It is relatively low maintenance and we have not had any major issues.
- The user interface is very good and has a lot of search and sort features.
- Project management is very basic and not well suited for companies who manage large complex projects with long durations.
- The scheduling/dispatch is probably great if you roll trucks to fix printers. Trying to schedule anything more than a 2 hour job is a nightmare which only gets worse if/when the schedule changes.
- The customer portal is abysmal. You can't tailor it beyond putting your logo on it and it lacks basic functionality like enabling you to publish something like your support handbook to all your customers (you can do it customer by customer via custom reports). It looks old and dated - definitely not modern - and I'm honestly embarrassed by it.
- SLAs - if you have a need to track SLAs on different priority tickets on different schedules, avoid ConnectWise. You cannot have 24 hour SLA tracking on emergencies and business hours SLAs on low priority tickets - but ConnectWise is happy to explain to you that you are not running your business according to their best practices.
April 17, 2019
ConnectWise, don't go to your office without it!
It is being used as a project management system and a ticketing system. This stretches across our entire company. Everyone in the office uses this for keeping up with what is currently happening with customers, projects, etc
- Project Management. Red tape could be bad sometimes but we have setup the system to make sure that the red tape is followed so that our customers have the best experience they can have.
- Ticketing system. We make sure that our customers have the best customer experience possible and with the ticketing system, we make sure we take care of them if they have issues.
- The main missing functionality is a text editor that you can implement HTML or even basic WYSIWYG. Creating customer notes without pictures to show in the text spot is a downer
- There are some times during the day where the system gets very slow. When I start having issues, other people I work with start asking if ConnectWise is down. A few minutes later it does eventually come back up, but not before having issues with the load screen spinning.
- The ticketing system needs to have a faster refresh rate than every 5 minute, I would like to even make it every 60 seconds or so. We have so many tickets coming in, it is hard to keep up if someone replied to the ticket unless you click the Service Board tab to refresh the ticket.
January 14, 2019
ConnectWise Manage review.
ConnectWise Manage is used by our internal IT department in support of our users and retail operation centers. It is used to track and monitor open service requests for telecom, computer and other misc.
- Scheduling and tracking of time and resources.
- Modification and customization to meet the needs of the user/company.
- Team management and organization through the scheduler and dispatch modules.
- Knowledgebase entries, organization, and sorting.
- While it is possible to customize and change a lot of settings, it can be very tedious to accomplish via some of the setup tables.
- Lack of telephone customer support without specific payment for such service. Only available support is via chat.
November 20, 2018
ConnectWise may require a significant investment... but you can't run your MSP without it...
ConnectWise Manage is the backbone of our IT managed service provider. We use it for ticketing, invoicing, procurement, and sales. While there is no way we could run the company without it, the product is certainly the 800lb gorilla that we have to learned to live with. Once you sign up for ConnectWise, they will try to sell you their whole suite of products, and before you know it you'll be spending more with them than you're taking home...
- Ticketing - rock solid, keeps good history, and transitions to invoicing smoothly in most cases.
- Integrations - Integrates to more IT products than any other PSA platform on the market.
- Expense Management - allows us to reimburse employees for expenses quickly and accurately.
- Sales - even with plug-ins to tools like ConnectWise Sell or QuoteWerks, the product lacks any sort of prospecting integration. It's VERY hard to run a sales team in this tool.
- Dashboards - this should be a permission to play product by now, but third party products are required for business analytics.
- Commissions - you can't pay your people using the CW commissions functions.
- Calendar - as a business owner, the product doesn't let you see your life in one place. It separates Sales Opportunities/Activities from Tickets and Project tickets to a point that you operate in little Silo's and can't see your life in one place.
- Customer interaction - even though we have closed loop ticketing (tickets update clients with emails when we work on them) the client communication stinks for things like Projects. An integration with Trello or something would go a long way - but why should I need that when the product is supposed to handle customer facing projects?
- The Client Portal is hideous... (they are working on a new one).
November 15, 2018
ConnectWise Manage was the right choice for us
We are using it to manage our contacts, companies, support tickets, RMM tickets, as well as sales and opportunities. We also use it to create timelines for projects. It allows us to have all our information in one place for tickets. We can search for configurations and contacts while inside of Manage while creating new tickets.
- Manage allows us to create timelines for our project tickets.
- Manage allows us to keep notes on contacts and companies.
- Manage allows us to schedule tickets for hours/days later.
- Sometimes the email connector breaks and takes a while to start back up.
- ConnectWise Control plugin needs more documentation.
October 16, 2018
ConnectWise Manage - IT Company
Score 9 out of 10
Vetted Review
Verified User
This is our main managing software. We utilize for tickets, project management, procurement, and finance. It is used by the entire company and integrates with several of our softwares. It's got great audit trails and the option to email out of the program. Wonderful for keeping track of vendors, customers, prospects, etc. I mainly utilize it for its sales order, receiving, configurations, and RMA purposes.
- Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
- Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
- Procurement - Throughout the years, Connectwise has gotten better with improving their procurement side. I notice lately I can't cancel products, I have to list them as Write Off. Also if you don't clear your cache often, the system will kinda glitch. You have to know certain workarounds to make it work. For example if I am unreceiving a product, I have to unpick then open PO and unreceive. It's not productive, and you used to be able to just unreceive if you made a mistake.I often have to help other staff with this process
- Products - Security permissions are very specific when it comes to picking products, adding products, editing products, so that makes it difficult if you are trying to set up multiple people with the same permissions. Also, there isn't a straight forward place to pull inventory counts. You have to pull a report and add specific details. I wish this was a little more user friendly.
- Accounting Interface - It's nice it integrates with ConnectWise, but I find it's very picky when you are trying to batch invoices or procurement products.
September 24, 2018
Better manage your Clients and Time with ConnectWise Manage!
We currently use ConnectWise for all our Managed service divison's needs. We use the helpdesk ticketing system for all our MSP customers and it helps us track the time spent on each client for efficiently. It allows us create automatic replies to clients and creates an easy portal to use for back and forth discussions with the clients on specific tickets and problems. We also use ConnectWise Manage to automate our billing cycles for all our Monthly products, it significantly reduced our time spent on billing.
- Track and manage Tickets with ease, email connector works extremely well to automatically create tickets coming in by email.
- Keep track of your time. When you open a ticket, ConnectWise Manage automatically starts tracking your time so you can invoice the correct amount of time spent on tickets each time.
- The mobile clients makes it easy to add notes from our technicians and it gives you the ability to be more efficient.
- Different system boards allows you to setup the different parts of your business easily.
- The Configurations tab for customer information needs to have more features to help manage customer sites information and settings.
- Integration with Microsoft 365 partner portal would be beneficial to help with Automatic billing.
- Better access to customer information from mobile app would help technicians be able to get the information required quicker
July 30, 2018
Do you like to be organized and have happy customers? ConnectWise Manage is the way to go!!
Currently we are using ConnectWise manage as our CRM from our IT company W3IT.
It has really helped us serve our customers better and be well organized in our tasks.
It has also helped with our sales.
- Manage's GUI is fantastic and easy to use.
- Makes it very simple to create support tickets and organize them.
- The different boards in Manage are what really make this product great.
- Being able to lay everything out and easily organize to our liking is a huge plus!
- Being customer friendly is another aspect I like.
- The portal is easy to setup and easy for clients to use.
- We use this feature heavily as an MSP.
- I will say the calendar option needs a little bit of work.
- A calendar that looks more like lets say a Google Calendar would a nice feature.
- Better Knowledge base section.
- We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
- Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
- A better layout for reporting would also be something good to have.
- The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
Every person within our organization uses ConnectWise Manage. We use it to manage our service boards, and for contract administration, CRM, billing and inventory and procurement. As an organization, we are fully committed to using ConnectWise Manage. The Service Boards, SLAs, and configurations help keep us on top of our customer tickets. The workflows and closed-loop communication help us automate meaningful communication to our clients. The Integration with Sell and Automate makes the choice to use Manage a no-brainer.
- Service Desk, Ticket Management and Closed loop communication is perhaps its best features.
- We are also pleased with the integration between Sell and Manage. It provides a seamless way to streamline the sales process.
- The Integration with Automate and Control, specifically the one-click launching once a configuration has been attached.
- The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
- More customization would be great especially in the PO emails.
- The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
- The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
July 27, 2018
ConnectWise Manage manages the unmanageable
We are currently using ConnectWise Manage as the primary product for managing the workflow and invoicing of all service that we provide to our managed services customers. The entire organization is utilizing this product. At a cost per licensed user that is roughly equivalent to our charge for an hour of help desk service, this product provides tremendous value and functionality for our business, allowing us to more thoroughly documents tasks and track costs throughout the customer service experience. As the CFO, it gives me the fine tuned ability to apply taxes and track costs. Our ultimate goal is to utilize the reporting functionality of the software in order to better evaluate the profitability of the various elements of our business.
- We are also a VoIP service provider. Telecommunications comes with the joy of managing communication services taxes in addition to the sales taxes we are required to collect on our managed services. Connectwise gave us the ability to set these taxes up and transfer that information to QuickBooks Pro Desktop.
- During the past year, the folks at Connectwise have really fleshed out the online version of the software, providing nearly the same functionality of the locally installed version. With the exception of our periodic need to import and export from QuickBooks, we are able to use the software from any location.
- Having service tickets created automatically via the receipt of a customer email has been a big help. They are even able to reopen an existing ticket by simply replying to the email thread. This makes it easier for our techs to quickly see notes and history relating to the ticket and resolve it quickly.
- I'd like to see 2FA functionality built into the product along with a more secure tool for storing sensitive customer information. We are currently required to utilize a third party tool to help provide that data protection.
- We are currently experiencing the occasional delays in screen refreshes and find ourselves waiting 10 to 15 seconds for our data to save or refresh. Acknowledging that this software is the primary tool we use to run our business, eliminating those pauses would be ideal.
- Customer support is available through a variety of avenues. Having access to support via the chat method is great. However, since we often have to wait for quite some time for a support technician to get to us within the queue, having an audible notification that the tech has finally arrived would be helpful.
Our company uses the entire ConnectWise business suite. With ConnectWise Manage we run operations with our service and sales tickets and opportunities. We also set up and run our projects from within Manage. Overall, this product is great to use and allows us to be effective in supporting our clients. I'm the service manager so managing my team and their schedules are important. I am always using the dispatch portal in conjunction with the service board. I can't speak on the financial management side of the application but I know it integrates well with Quickbooks and invoicing our clients. Overall, Manage is a powerful product and could handle every aspect of your business.
- Resource Scheduling
- Invoicing
- Project Managment
- Since it is a cloud product, on occasion, it can be slow.
We use ConnectWise Manage to manage all client support requests as well as to track resources across our network of clients. The software enables us to easily track issues as well as document troubleshooting which, in turn, creates the opportunity to identify issue patterns so that we can make changes to how we work (or how a network is configured) to improve the experience of our end-users.
- Provides the ability to create custom work-types, agreement types, and ticket statuses - the flexibility here is unmatched it other ticketing systems that I've used.
- Allows for effortless creation of reports which show all ITIL standard KPIs.
- Overall customization of work and process flow is unbelievable - it is so easy to make this platform do what you need it to do.
- They've recently upgraded its looks, but it could be a bit more visually appealing (if you care about that sort of thing).
- The mobile phone app leaves a lot to be desired - it's not very friendly to use.
- Configuration with 2FA is possible but it's not an enjoyable experience.
We use the ConnectWise rule of if it isn't in ConnectWise it didn't happen! I remember when we first started using ConnectWise and how our monthly revenue went up due to everything getting billed and not lost in a poor CRM we were using at the time. We require every event be put into ConnectWise even if it is not a billable event.
- Managing our Agreements works very well in ConnectWise. It is very easy to update an Agreement by adding an addition.
- I know some folks have issues using the Project Board in ConnectWise but we don't seem to have an issue. I use the Project Board for our Training schedule, my ConnectWise improvement list, Quarterly Review, etc. I also use it for Business Processes improvement.
- We find invoicing from ConnectWise works very well and clients are using our payment portal so we are getting paid the same day in most cases.
- Reporting. Yes, there is a report writer, but I just can't seem to find the time to sit down and create custom reports. I would like to see more standard reports available without having to spend a lot of time learning a program to create reports.
- Support goes up and down in quality. Sometimes you will get a response with the correct answer and other times you can tell that no matter how much detail you put in the ticket they just couldn't understand the issue.
- Online knowledge base and documentation don't seem to be keeping up with the new enhancements. I will be working to configure something and find they have changed the name of the setup table I need to be looking at. This isn't very often but the faster the enhancements are pushed out it seems the slower the time for the documentation to catch up.
February 27, 2018
Good, but not for Human Resource Functions
ConnectWise (CW) is essentially our ERP system and every department in the company uses it in some form. Its main uses for us are tracking billable time for technicians, tracking job costs, burden rates and we have integrated with some other software like CW Sell. I personally can speak best to how CW works in a human resources capacity, which includes employee profiles, time sheets, PTO management, etc.
- Job costing, reporting and quoting.
- All encompassing system the entire company can use.
- Integration with QuickBooks for invoicing.
- PTO tracking and management is burdensome.
- No payroll integration with QuickBooks for time sheets and PTO.
- Reporting is quirky, difficult to learn.
January 09, 2018
ConnectWise Suits Well in the IT Industry
We use ConnectWise Manage for our CRM and use almost all facets of it. As a sales force, we use it to keep track of our customers, targets and NBD, appointments and follow up - basically all of our sales functions, including sales tracking, quotas, etc. We use it for our projects and help desk functions, as well as our billing and procurement. ConnectWise and its features allow us to manage our specific portions of the business and keep up to date on all of our responsibilities so nothing falls through the cracks. As a salesperson, I can see what our engineers are assigned to in the Dispatch Portal, as well as the progress of our projects.
- 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
January 09, 2018
ConnectWise Manage Review
Our company has used ConnectWise Manage for over 5 years now. It is used to track all clients, configurations, billing, projects etc. Keeping all of this information in one central location is imperative for a tech company to efficiently and effectively manage all of its clients. ConnectWise Manage integrates with several other products as well and can be a true cloud-hosted product (or on-premise). It includes a smartphone version, web access, and a locally installed agent. It also provides a web portal for our clients so they can check on invoicing or project statuses.
- 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)
January 09, 2018
It took a while to get here but...
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.
December 11, 2017
ConnectWise Manage, The Olympic Swimming Pool of CRMs
We are currently using ConnectWise Manage as our CRM, sales, and IT service board and ticketing system. We use the ConnectWise stack of applications including Sell, Control, and Automate to bring in new clients, and connect to and manage their endpoints. Manage ties the entire stack up and provides a stable place for all of them to connect. Our primary use for ConnectWise Manage is for its ticketing system and multiple support boards for us to manage our workflows when helping clients.
- 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.
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.
November 20, 2017
ConnectWise - Great System - Terrible Implemenation
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.
November 09, 2017
ConnectWise!
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.
October 26, 2017
ConnectWise is the tool you need! When your ready to bring your company to the next level, this is it!
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.
October 06, 2017
Thank You, ConnectWise!
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.