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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:
-
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
(51-75 of 113)Companies can't remove reviews or game the system. Here's why
October 01, 2017
ConnectWise 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.
September 28, 2017
ConnectWise Saves the Day
ConnectWise takes care of all of our operations serving as an ERP program for our IT service practice. It handles help desk ticketing, project planning, sales and invoicing. It allowed us to finally get a handle on tracking the time of our staff without overburdening them in the process.
- Help desk and work ticket management is easy and efficient to work with. This is where ConnectWise shines.
- Managed Services billing automation allows us to automatically update our clients subscription billing based on the most current data about their network without having to manually check and key the data.
- Connectwise have great documentation, support and training resources. ConnectWise university is the best help system I've ever worked with.
- Project management is improving but still needs work.
- Sales cycle management is still too cumbersome in ConnectWise. It's not as full featured as products like SalesForce.
September 18, 2017
ConnectWise Review
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
September 18, 2017
Connectwise is Perfect!
The whole organization uses Connectwise. We use it for tracking tickets with clients and to allocate time and resources spent on fixing those tickets. We use it for project management and to track resources spent on those projects. We also use it to manage client PC/network inventory.
- Time allocation to tickets worked. Very easy to update a ticket and say how much time you spent on that issue.
- Nice user-friendly dashboards & reports. Helps you see where most of your time is being spent.
- Keeps track of client data & inventory. Which you can then tie to tickets as issues come in for them.
- Honestly, for what I need and how I use Connectwise I do not see a need for improving it. It works perfectly for me.
September 14, 2017
ConnectWise - a great PSA for a services organization
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.
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.
September 08, 2017
Our ConnectWise Experience
We use it in our help desk and service department. Dymin Systems is an MSP and telecommunications company. ConnectWise is our ticketing system, quoting system, and all around business platform for our clients. The CRM works very well and integrates into our RMM and other software seamlessly. Most of the troubles we have encountered were just learning curves. This platform is very customizable and robust.
- Ticketing system works great for a help desk.
- Help desk tickets get opened easy from RMM and through email from clients.
- Configurations are easily tracked for companies and sites.
- Customer ticket portal is cumbersome and not easy to use.
- Payments can not be taken by cash or credit card easily or without third party software.
- A Point of Sale would be a great add on as selling something in store is hard in CW as you need to creat a quote then and invoice and payment can not be made on the ticket with credit card in person or by cash with a cash drawer.
September 08, 2017
ConnectWise Manage At a Glance
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.
September 07, 2017
CW Manage is integral, but the support is waning
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.
August 15, 2017
Very happy with ConnectWise
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.
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.
July 24, 2017
ConnectWise is your tool if you are an MSP
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
July 21, 2017
ConnectWise Manage is Simply the Best for MSPs
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.
July 20, 2017
The Good and Bad of Connectwise
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.
July 14, 2017
Three year user
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.
July 11, 2017
My ConnectWise Experience
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.
May 25, 2017
The best investment I ever made in my business
Score 10 out of 10
Vetted Review
Verified User
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
May 19, 2017
ConnectWise Manage - The hub of our MSP business
Our entire organization uses Connectwise Manage. It acts as our CRM platform, Service Desk (ticketing) platform, Invoicing platform, Project Management platform and includes Office 365 billing automation and management features (CloudConsole).
- Outstanding service desk platform. Highly customizable in regards to fields, custom views, and reporting via Report Writer.
- Workflow Rules engine is extremely powerful for creating automation workflows; from simple things like notifying staff when a ticket is nearing an SLA Breach, to complex items like firing off a script in an RMM (Labtech/Automate) when a given action is taken on a Service Desk ticket.
- Design of the application has come very far in the last couple years, but is still incomplete. A number of screens/modules still use the "old design", and we'd like to see everything ported over to the "new UI" as soon as possible.
- Knowledgebase module is virtually useless based on present-day standards. We rely on a separate 3rd party solution for our documentation and password management needs.
May 05, 2017
ConnectWise Review
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
- 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
April 24, 2017
ConnectWise 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.
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
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.
March 24, 2017
ConnectWise: A Love Hate Relationship
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.
March 17, 2017
ConnectWise runs our business
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.
March 16, 2017
ConnectWise and me
ConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.
- For us, the number one thing is ticketing. We receive trouble tickets via emails or from our RMM. Those tickets go to our dispatch portal where we sort through them and then assign them to the right person to respond.
- Our sales team will use the CRM function and it does a pretty good job. You are able to track all leads and I am able to see at what stages they are at. I am also able to see where the leads are coming from to track what campaign they are associated with.
- Time tracking is also very important. We have a very detailed report that allows us to see where we are spending our resources. We also see how we are spending those resources in relation to what we are billing our clients.
- Reporting has always been an issue. I know they have come out with new reporting features but I have not worked with them yet.