TrustRadius
https://media.trustradius.com/product-logos/LL/8s/S8BVNTTIZJUF.PNGConnectWise - a great PSA for a services organizationConnectWise 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.,10,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,Increased engineering billing by approximately 10% due to better capture of activities and visibility Allows for better project recaps and budget allocations,We have not used those resources as of this review.,9ConnectWise - How to stay top dog in a market that changes at the speed of ITWe 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.,7,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,We have seen a much lower loss of inventory, partially due to internal controls, but also due to CW tickets capturing costs easier and more accurately. Using some internal reports and several external tools, we have much greater visibility and insight into our KPIs and numbers affecting every day service delivery. We feel a lot more assured that we are capturing most of the labor, which in turn results in a better bottom line versus our original paper system or even Autotask, which we used for 5 years before switching to CW.,User groups are a valuable resource. Hearing from your peers how they conquer business challenges, is much needed affirmation when times are tough either due to changes in the industry, or in our case, when you have growing pains. CWU has a ton of good resources, but the classes are a bit drawn out and can be boring at times. It would be great if there were a summary course at the end of each major section to allow people who are either somewhat familiar with the product or came from another PSA the chance to just learn the subtle differences, rather than taking it from ground zero, assuming we've never seen a PSA before.,CW Manage is integral, but the support is waningConnectWise 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.,7,Manage Clients Manage Projects Manage Multiple Locations Manage Time Tracking and Billing Manage Scheduling and Dispatch,Greatly reduced the incidents of tickets falling through the cracks, contributing to a much higher operational efficiency Increased employee/client communication and accountability Far more visibility into issues, easier recurring incident investigation,I don't get to the user groups as much as I used to, but IT Nation remains a key conference on our schedule, primarily for networking and educational purposes. We usually bring a team.,,5,Yes,Unfortunately not, although there have been many opportunities over 10 years.ConnectWise ReviewWe 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,8,Manage Clients Manage Projects Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,ability to determine how time is being spent ability to determine a customer's profitability accurate documentation of service desk SLA's,ConnectWise Suits Well in the IT IndustryWe 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,9,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Scheduling and Dispatch,I am in a sales role, but am sure ConnectWise has a very positive ROI. It allows us to bill our customers on 15 minute increments It allows doe seamless visibility between service and sales,Our president attends ConnectWise events and finds them very helpful. He sees what's new in newer releases before we move to them. Best practices are a very large part of our business so learning new ways of doing things is very helpful.,ConnectWise Manage ReviewOur 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),9,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,ConnectWise Manage and LabTech are one in the same, so integration is amazing It's very easy to add users to the system, saving time on setup and config (after the initial setup) Lots of products integrate with ConnectWise Manage as well,ConnectWise Manage University is very easy to navigate and is a bottomless pit of valuable information. We've attended IT Nation as a company for several years now and it is one of the best conference we are aware of, we will continue to go every year. ConnectWise as a whole seems to listen to feedback and continually improves their products.,SolarWinds N-centralConnectWise Manage, The Olympic Swimming Pool of CRMsWe 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.,8,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,ConnectWise Manage has provided us with greater insight into our resource allocation and enabling us to be better able to schedule tickets. ConnectWise Manage has provided us with greater insight into our billable and utilized time and helped us trace when would be the best time for our next technical hire. ConnectWise Manage has provided us with better insight into our project time usage and knowing when we are hitting our correct ROI for larger projects.,I have not yet participated in any of the user groups or IT Nation events, however, the ConnectWise University has been invaluable in learning the depth of the application and finding out about new features well before they arrive in the application.,ServiceNowConnectWise can connect a lot together!Connectwise manage is used across multiple departments. Initially, we only migrated single elements (service desk) and later on, we were able to switch other departments to it too. Additionally, after buying another company out, their processes were integrated into ConnectWise too, unifying the processes across the organization.,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.,8,Manage Clients Manage Projects Manage SLAs Manage Time Tracking and Billing,ConnectWise allows for better management of teams and much better timekeeping which results in increases efficiency. Keeping track of expenses reduced the overhead of admin team (no more bags of paper receipts !!!). Third party tool integration automated lots of tasks, instead of engineers checking email reports or monitoring consoles, they simply get tickets assigned and can work on them as those are auto-logged by ConnectWise. That's hours of time saved per team member.,I am not an active community member and have not used this much. I am aware there is a vast knowledge base, forum and update request page which seems to work well (one of my suggestions got implemented in pretty much next patch).,ServiceNow,8,9ConnectWise Manage At a GlanceConnectWise Manage is being used by the whole organization. It addresses, service tickets, billing, projects, campaignes, etc.,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.,9,Manage Clients Manage Projects Manage Multiple Locations Manage Time Tracking and Billing,Positive impact on invoicing and reconciliation Positive impact on service tickets, projects, and the accuracy of both positive impact on allocation and tracking of hours,We only partially leverage the user groups. We very much leverage the university and live chat. We are starting to leverage more on IT nation events. Last year was my first year, I don't think I'll ever miss the event going forward.,12 Years of using ConnectWise and have never looked backWe 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.,10,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,Negative: If you don't have ConnectWise properly configured, you can completely mess up your invoicing. There have been several times that we have wrestled to understand why elements are being billed incorrectly only to learn that we didn't set up the billing parameters properly. Once we properly configured the tool, it works just like it is supposed to. Positive: When the entire team is using it as they should, nothing falls through the cracks. Positive: When you get into a "he said - she said" situation with a client, I love the audit trail feature. It can be a great CYA providing evidence that we did what we said we did, complete with time stamps.,The ConnectWise University is the most complete tool of its kind that I have ever used. I appreciate the lengths that ConnectWise goes through to to completely document their product with explaination, KB articles, use case tips and video tutorials. The user groups are very helpful to see how other users are dealing with the same every day business challenges with ConnectWise and business in general. IT Nation has always been my favorite industry event. They are to be commended on the attention to detail they put into them.,9,8ConnectWise Manage is Simply the Best for MSPsWe 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.,9,Manage Clients Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,The integration of our phone system with ConnectWise Manage allows for more accurate billing and time management reporting on our support desk tickets.,On a regular basis, my team and I attend ConnectWise University webinars and training and regularly consult with University archives to better enable us to use the features in Connectwise. I find them to be very helpful in on-boarding new employees who have never used a Customer Relationship Management System before or who have not used ConnectWise in previous jobs. IT Nation is also a great resource for me and some members of my team. We always come away with new information and how to better utilize ConnectWise for our business needs.,ContactWorld for Salesforce and AutotaskConnectWise Manage fan!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.,10,Manage Clients Manage Projects Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,We have implemented very specific service boards to be able to apply different SLAs. This has given us more insight into our SLA performance and the profitability of our managed agreements. We have recently begun entering our SOPs into ConnectWise as standard templates. This allows us to insure quality and train younger staff. The cloud console application was an additional cost, but given the difficulty in manually reconciling the CSP licenses and billing, it has helped us insure that we are capturing all possible revenue for Office 365.,I have participated in the ConnectWise user group for the southeast, but not on a regular basis. However, we do attend IT Nation, and I find it a great event that allows me to focus on the direction of my business.,Freshdesk, SolarWinds MSP Manager and AutotaskVery happy with ConnectWiseIt'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.,9,Manage Clients Manage Time Tracking and Billing Manage Scheduling and Dispatch,Better visibility into engineer utilization Better reporting on time tracking Easier to prioritize tickets/issues,Still new at this, have had limited attendance at any events but we will participate in them in the future.,,7ConnectWise is your tool if you are an MSPWe 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,9,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,It is a single tool for most aspects of the business, which is it's primary strength,IT Nation is a good event and we often attend.,6The Good and Bad of ConnectwiseWe 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.,8,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,Being in the finance department, CW has helped tremendously. The ease of billing (without time spent on fixing tech errors on coding) and they syncing with QB makes my life easier. Qousal has made quoting and importing data into CW simple. The etilize function is great. Being able to set up auto tasks for emailing clients is a nice feature.,I have attended IT Nation. Great event if all the technology works. Great networking event and very informational. My techs have attended Automation Nation every year and think it is very beneficial. I try to get to the quarterly user group when I can. Again, good networking, great updates. The mini sessions are too quick and sometimes easy to get lost. The University has lots to offer.,,8,QuickBooks Premier, Microsoft Office 365ConnectWise: A Love Hate RelationshipAt 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.,10,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,Positive: Tighter time tracking. Negative: You have to track your time. I say this not to be funny but to underscore that the system only works if you use it properly. It's a cultural change that is sometimes hard to make depending on the type of company culture you have before you implement. Positive: It is my memory. When you scale your company you lose the ability to remember everything you need to do and when you need to do it. There are just too many things to keep track of. ConnectWise if used properly will help keep you focused and on track. Negative: I'm not sure the people who create ConnectWise actually use the software and if they do the use it in a very very basic manner. There are things that we are having to do with custom reports that have lowered my ROI. Negative: Costs. We are nearly 50 people and the costs of Quosal, LabTech, ConnectWise, ScreenConnect and the beat goes on is becoming too high. I think ConnectWise really needs to reconsider its pricing model and start giving larger companies some kind of quantity discount.,The user groups, University and IT Nation events are critical to your success. You not only get an opportunity to meet the people that support you but you also get to interact with other users that in many cases are having the same problems you have. It is more likely that the users you meet will be able to provide you with better practical application of the software than ConnectWise. The people who live in the system understand the system.,My ConnectWise ExperienceWe 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.,9,Manage Clients Manage Projects Manage Multiple Locations Manage Time Tracking and Billing Manage Scheduling and Dispatch,It has allowed us to dive deeper into areas such as time spent on specific clients making sure we are maximizing our margins with our clients. It allows us to also manage technicians' time and make sure we are making the most of their day. It also provides us with the opportunity to have client specific reports we can generate as an up-selling tool.,The only one I have really used is the University, but I feel that it has a broad overview of all of the features in ConnectWise. It is easy for us to reference a specific module in the University to train on things we need a refresher on, as well as learning new aspects of the program.,ConnectWise runs our businessWe 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.,10,Manage Clients Manage Projects Manage Multiple Locations Manage Time Tracking and Billing Manage Scheduling and Dispatch,There was a time when we didn't use ConnectWise very well and we had a lot of dropped issues and slow response times. As with any business critical app the more you put into it the better the ROI. After a careful redesign of our boards and workflows a few years ago, we've eliminated a ton of avoidable problems. We didn't use a project management program before using CW projects. Once we started using them, we were able to properly track P&L for projects vs normal service. Using agreements for recurring revenue is awesome. Setting up the agreement integration for Kaseya and Storagecraft has made billing a lot easier.,We use the University training courses for new employees. It isn't enough on it's own to get people rocking, but it is a necessary stepping stone before sitting down with someone to see the program in action. The User groups are critical to finding new and creative ways to use ConnectWise, find solutions to problems that others have already fixed, etc.,Kaseya IT Center and AutotaskThe best investment I ever made in my businessWe 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,10,Incredible increases in efficiency. We were generating about a 5% profit margin before ConnectWise and were able to get our net profit up to about 24%. Significantly fewer dropped balls Increased accountability throughout the organization because we could track various metrics,,1,10Connectwise helps coordinate our different departmentsConnectwise manage is used across the whole organization. We use it for our CRM system as well as tracking sales opportunities, projects, and time. Before Connectwise we had to use several different programs to accomplish the same thing, so this makes things easier by pulling it all together.,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,8,Manage Clients Manage Projects Manage Time Tracking and Billing Manage Scheduling and Dispatch,Better visibility between sales, engineering and management Easier to schedule people's time,We have sent individuals to IT nation to find ways to improve our use of Connectwise. We also have everything go through the training on the university as part of our new hire orientation,25,1,5ConnectWise ReviewMCPc uses ConnectWise across just about every area of the business including: MarketingSalesPre-SalesProject ManagementService DeskInvoice and BillingManaged ServicesAs well as a variety of other business processes.,Manages full life cycle of business. Project Management Service Desk Integration,Continue to evolve web interface Improve mobile capabilities Ability to integrate with Office 365 Improve document / content management,8,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,Transform into a metrics driven organization Establish ability to define and manage SLAs with customers Improve and address constraints across the business,Attend IT Nation, use ConnectWise University, and community forums.,salesforce and servicenowConnectwise has many features, make sure you allocate time take advantage of them.We primarily use it as a ticketing system. [We] tried the CRM/Sales funnel but did not like the interface. Our biggest complaint is the project vs. problem tickets. It is cumbersome to check both queues, and for that reason, our techs have asked us to deploy/search for a project management tool outside of ConnectWise.,Ticket tracking Workflows,Project managment Reporting,5,Manage Clients Manage Time Tracking and Billing Manage Scheduling and Dispatch,Overall positive vs. not having a proper ticketing system.,haven't had time,AutotaskConnectWise Manage - Your Pathway to Operation EfficiencyWe use Connectwise Manage throughout our entire organization. It is particularly effective for managing and tracking client issues and we receive the most value of the program in our operations department.,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.,6,Manage Clients Manage Projects Manage Multiple Locations Manage Time Tracking and Billing,Greater operational efficiency - more done in less time Better quality of customer care - issues are not missed or forgotten about Better visibility from management's perspective on how busy the business is and where the trend is heading More accurate time/resource allocation Better visibililty into project statuses,We have used the University to understand best practices particularly when implementing new components of CW (ie. components that we were not utilizing in CW). This resource allows us to learn and implement the feature at our own pace. IT Nation has provided us with many new ideas that we want to implement into our business each and every time we have attended.,AutotaskThree year userAs an MSP, our organization uses ConnectWise Manage for all of our day-to-day activities, including customer support tickets, time management, contracts, billing, and inventory.,Customer support tickets. Time Tracking. Inventory Management. Invoicing.,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.,10,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,Contributed to improving project management Contributed to adherence to SLAs Better information flow between departments,ConnectWise and meConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.,For us, the number one thing is ticketing. We receive trouble tickets via emails or from our RMM. Those tickets go to our dispatch portal where we sort through them and then assign them to the right person to respond. Our sales team will use the CRM function and it does a pretty good job. You are able to track all leads and I am able to see at what stages they are at. I am also able to see where the leads are coming from to track what campaign they are associated with. Time tracking is also very important. We have a very detailed report that allows us to see where we are spending our resources. We also see how we are spending those resources in relation to what we are billing our clients.,Reporting has always been an issue. I know they have come out with new reporting features but I have not worked with them yet.,10,ConnectWise has really helped with increased employee efficiency. Staff members are able to go from one ticket to the next without having to pick and choose what they are going to do. We are able to track the time and see how much time we are spending on each clients. We are also able to see at what level of experienced engineer is spending on which task.,,10,10,10
Windows, Mac
ConnectWise Manage
215 Ratings
Score 8.1 out of 101
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ConnectWise Manage Reviews

ConnectWise Manage
215 Ratings
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Score 8.1 out of 101

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Tony Johnson profile photo
September 14, 2017

ConnectWise - a great PSA for a services organization

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 profile photo
September 11, 2017

ConnectWise - How to stay top dog in a market that changes at the speed of IT

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 profile photo
September 07, 2017

CW Manage is integral, but the support is waning

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
Gene Whaley profile photo
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
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January 09, 2018

ConnectWise Suits Well in the IT Industry

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
It is appropriate for any IT business that is small to medium in size with visibility into many areas of ConnectWise Manage. It is very user-friendly overall and allows us to effectively and efficiently manage our business, both individually and as a company as a whole. We would highly recommend the use of ConnectWise Manage in an IT business the size of ours or larger.
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January 09, 2018

ConnectWise Manage Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
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)
ConnectWise Manage is the prefect tool for a tech company to keep track of all of its clients' assets, configurations and billing. If you have remote users (and are on the cloud version) you do not need to manage or maintain your own equipment, backups, updates etc., to the system. Working with a team allows access to others' calendars, dispatch portal etc.
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December 11, 2017

ConnectWise Manage, The Olympic Swimming Pool of CRMs

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
If you are just looking for a ticketing system and nothing else I wouldn't recommend ConnectWise Manage, however, if you need a Swiss Army Knife of a CRM that does everything and the kitchen sink I would highly recommend it. ConnectWise Manage works best if you have a team of people running different roles. If you have sales, dispatch, techs, admin, and operations all working on a single system then look no further.
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October 01, 2017

ConnectWise can connect a lot together!

Score 8 out of 10
Vetted Review
Verified User
Review Source
Connectwise manage is used across multiple departments. Initially, we only migrated single elements (service desk) and later on, we were able to switch other departments to it too. Additionally, after buying another company out, their processes were integrated into ConnectWise too, unifying the processes across the organization.
  • 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.
Moving from legacy bespoke systems onto a unified supported and what is more important - certified platform, can make a big difference for every company, small and large.

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.
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September 08, 2017

ConnectWise Manage At a Glance

Score 9 out of 10
Vetted Review
Verified User
Review Source
ConnectWise Manage is being used by the whole organization. It addresses, service tickets, billing, projects, campaignes, etc.
  • 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.

Read this authenticated review
Wes Jensen profile photo
July 27, 2017

12 Years of using ConnectWise and have never looked back

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 profile photo
July 21, 2017

ConnectWise Manage is Simply the Best for MSPs

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
Greg Hardy profile photo
April 24, 2017

ConnectWise Manage fan!

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 profile photo
August 15, 2017

Very happy with ConnectWise

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 profile photo
July 24, 2017

ConnectWise is your tool if you are an MSP

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 profile photo
July 20, 2017

The Good and Bad of Connectwise

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.
Read JoAnn Larsen's full review
Claude Bethea profile photo
March 24, 2017

ConnectWise: A Love Hate Relationship

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 profile photo
July 11, 2017

My ConnectWise Experience

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 profile photo
March 17, 2017

ConnectWise runs our business

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
Patty Laushman profile photo
May 25, 2017

The best investment I ever made in my business

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
Angela Heid profile photo
May 18, 2017

Connectwise helps coordinate our different departments

Score 8 out of 10
Vetted Review
Verified User
Review Source
Connectwise manage is used across the whole organization. We use it for our CRM system as well as tracking sales opportunities, projects, and time. Before Connectwise we had to use several different programs to accomplish the same thing, so this makes things easier by pulling it all together.
  • 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
This is well suited to a business that has lots of service work, whether it be an MSP or project based
Read Angela Heid's full review
Frank Yako profile photo
May 05, 2017

ConnectWise Review

Score 8 out of 10
Vetted Review
Verified User
Review Source
MCPc uses ConnectWise across just about every area of the business including:

    • Marketing
    • Sales
    • Pre-Sales
    • Project Management
    • Service Desk
    • Invoice and Billing
    • Managed Services
As well as a variety of other business processes.
  • Manages full life cycle of business.
  • Project Management
  • Service Desk
  • Integration
  • Continue to evolve web interface
  • Improve mobile capabilities
  • Ability to integrate with Office 365
  • Improve document / content management
It is well suited for a managed services provider that is trying to automate and integrate its business and improve its overall service levels to customers.

It requires patience and discipline and should not be adopted unless there is a commitment to invest the organization's time and resources.
Read Frank Yako's full review
Rob Wong profile photo
April 20, 2017

Connectwise has many features, make sure you allocate time take advantage of them.

Score 5 out of 10
Vetted Review
Verified User
Review Source
We primarily use it as a ticketing system. [We] tried the CRM/Sales funnel but did not like the interface. Our biggest complaint is the project vs. problem tickets. It is cumbersome to check both queues, and for that reason, our techs have asked us to deploy/search for a project management tool outside of ConnectWise.
  • Ticket tracking
  • Workflows
  • Project managment
  • Reporting
Depending on size of a shop, ConnectWise is overwhelming and way too much. It takes dedicated resources to master and take advantage of all features. Even to this day, I would say we are only using less than 10% of its full potential.
Read Rob Wong's full review
Mark Nagel profile photo
April 12, 2017

ConnectWise Manage - Your Pathway to Operation Efficiency

Score 6 out of 10
Vetted Review
Verified User
Review Source
We use Connectwise Manage throughout our entire organization. It is particularly effective for managing and tracking client issues and we receive the most value of the program in our operations department.
  • 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.
Well suited - Operations (track client issues, client issue history, track client business info), auto generation of monthly recurring invoices
Less appropriate - Service templates could be improved, inventory management could be built into the program
Read Mark Nagel's full review
Bobby Rhone profile photo
July 14, 2017

Three year user

Score 10 out of 10
Vetted Review
Verified User
Review Source
As an MSP, our organization uses ConnectWise Manage for all of our day-to-day activities, including customer support tickets, time management, contracts, billing, and inventory.
  • Customer support tickets.
  • Time Tracking.
  • Inventory Management.
  • Invoicing.
  • 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.
ConnectWise Manage is excellent for growing MSPs.
Read Bobby Rhone's full review
Farrell Lusher profile photo
March 16, 2017

ConnectWise and me

Score 10 out of 10
Vetted Review
Verified User
Review Source
ConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.
  • For us, the number one thing is ticketing. We receive trouble tickets via emails or from our RMM. Those tickets go to our dispatch portal where we sort through them and then assign them to the right person to respond.
  • Our sales team will use the CRM function and it does a pretty good job. You are able to track all leads and I am able to see at what stages they are at. I am also able to see where the leads are coming from to track what campaign they are associated with.
  • Time tracking is also very important. We have a very detailed report that allows us to see where we are spending our resources. We also see how we are spending those resources in relation to what we are billing our clients.
  • Reporting has always been an issue. I know they have come out with new reporting features but I have not worked with them yet.
ConnectWise is well suited for any managed services provider (MSP) or any other type of company that works on tracking time of staff and receives trouble tickets.
Read Farrell Lusher's full review

Feature Scorecard Summary

Organize and prioritize service tickets (60)
8.2
Expert directory (31)
6.4
Subscription-based notifications (38)
5.7
ITSM collaboration and documentation (44)
6.1
Ticket creation and submission (60)
8.4
Ticket response (59)
8.6
External knowledge base (43)
6.8
Internal knowledge base (50)
6.7
Customer portal (56)
7.0
IVR (13)
5.3
Social integration (21)
5.8
Email support (55)
7.5
Help Desk CRM integration (50)
8.4

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