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ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
Starting at $35 Per Tech Per Month
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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%
Reviewer Pros & Cons
Pricing
Subscription
$35.00
On Premise
Per Tech Per Month
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://info.connectwise.com/manage/bof…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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% |
Comparisons
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Reviews and Ratings
(373)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found ConnectWise to be a valuable tool for managing projects, service tickets, and sales leads. The software allows organizations to centrally manage customers, assets, and service tickets, making it easier to track and prioritize tasks.
ConnectWise plays an integral role in streamlining operations and enhancing customer support for managed technology services providers. It facilitates communication with both existing clients and prospects, allowing sales teams to effectively manage relationships and monitor project progress. ConnectWise's seamless integration with other software tools further enhances its functionality, making it the central hub for all information.
Furthermore, users appreciate how ConnectWise helps with accounting and finance tasks by requiring timely entry of time and expenses. It assists with project/service billing, sales projection, budgeting, invoicing, and reporting, providing users with a comprehensive solution for financial management. ConnectWise also offers features like scheduling, time entry, ticket tracking, and workflow automation, enabling organizations to organize workflow efficiently, capture lost time, increase revenue, and maintain historical information.
ConnectWise University comes highly recommended as it provides users with a thorough understanding of the software's capabilities. Whether used for CRM, sales management, help desk support, marketing, or inventory management, ConnectWise proves to be a valuable business management system that caters to diverse needs. With its ability to integrate with other products and offer web access and smartphone versions, ConnectWise ensures accessibility and convenience for users on-the-go.
Overall, ConnectWise manages to address the essential requirements of organizations by providing a robust platform for managing clients, projects, finances, and workflows. It has become an integral part of many businesses' day-to-day operations while contributing to enhanced productivity and improved customer service experiences.
User-Friendly Interface: Users have consistently praised ConnectWise Manage for its user-friendly interface, with many stating that it is easy to navigate and perform tasks quickly. The intuitive design enhances productivity and ensures a positive user experience.
Integrated Sales and Equipment Tracking: The platform's integrated sales and equipment tracking feature has been highly regarded by users. It allows for seamless tracking of sales activities and equipment, streamlining the overall sales process. This functionality has received positive feedback from multiple reviewers.
Accountability Loops and Service Ticket Management: ConnectWise Manage is recognized for its ability to create accountability loops both internally and with customers. This feature ensures that all tasks and responsibilities are tracked and completed, promoting efficient collaboration and customer satisfaction. Additionally, users value the service ticket management feature as it helps manage both reactive and proactive tickets, ensuring timely resolution and proactive maintenance. Multiple reviewers have highlighted the importance of these features in their positive reviews.
Outdated and Clunky User Interface: Many users have expressed difficulty with the ConnectWise user interface, stating that it is outdated, clunky, and non-intuitive compared to other CRM systems. They hope for an upgrade to improve the overall experience.
Challenging Reporting Functionality: Users have found ad-hoc reporting and reporting on multiple projects to be challenging. They have also mentioned limitations in the reporting functionality, such as requiring manual exporting of information to gain useful insights.
Lack of Customization Options: Users have expressed dissatisfaction with the lack of customization options for fields, reporting, and views in ConnectWise. They feel restricted by the static nature of the platform and would like more flexibility in tailoring it to their specific needs.
Based on user reviews, ConnectWise Manage users commonly recommend the following:
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Check integration capabilities: It is important to verify if the software integrates with other tools before making a purchase. This ensures smooth workflows and efficient operations.
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Allocate ample time for configuration: Users advise setting aside plenty of time for product configuration. This allows for optimal customization of the software's functionalities to meet specific business needs.
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Seek external support and training: Due to some users' experiences of limited support from ConnectWise Manage, they suggest taking advantage of the courses and support offered by ConnectWise Manage or considering third-party implementation services for successful implementation and ongoing usage.
These recommendations emphasize the significance of integration capabilities, careful configuration, and external support in effectively utilizing ConnectWise Manage.
Attribute Ratings
Reviews
(26-50 of 90)Companies can't remove reviews or game the system. Here's why
September 24, 2018
Better manage your Clients and Time with ConnectWise Manage!
We selected ConnectWise Manage because they did a customer demo for us answering all the questions we had prepared. The other companies had generic demos and didn't seem to be able to answer our specific questions. ConnectWise was able to help us setup the account and made sure to get us ready for the live date.
July 30, 2018
Do you like to be organized and have happy customers? ConnectWise Manage is the way to go!!
- Vorex PSA and Spiceworks
ConnectWise is by far the better of these two.
Everything is so much easier to navigate and there are just so many different options available that the others don't have.
The support is on another level compared to the other two, which is key for us to have good quick responsive support when we need it.
We have tried other and have found ConnectWise the be the best. It is the most comprehensive, offer the best integrations and did not require a complete overhaul of our work flows. We also found the training to be superb and the support, especially the online chat, to be highly responsive and effective.
July 27, 2018
ConnectWise Manage manages the unmanageable
Our business was formed through the relationship between two separate business owners, one who utilized Labtech RMM products only and myself who had used the Solarwinds RMM product and eventually their Service Desk product. One look at Connectwise manage showed that it was a significantly more developed product at the time, something that would stack up well with the likes of AutoTask. It was an easy decision to transition to the Connectwise line of products and operate in a cohesive environment supported by a single vendor. As we move forward, we are excited to bring on other products that integrate into the Automate product, allowing us to offer additional services to our customers that can be managed and monitored in one location.
ConnectWise Manage is heads and shoulders above these other options. There's no contest in regards to customization, user management, time tracking, and overall business improvement.
I had looked at Autotask when I was looking for a CRM for IT and at the time it just didn't compare with ConnectWise. ConnectWise had much more features we needed and also their sales team was very helpful in explaining the features and limitations. We were using Commit CRM at the time and it just wasn't cutting it especially with the write up of the service performed.
February 27, 2018
Good, but not for Human Resource Functions
I have never used a software like ConnectWise Manager before, so I can't compare it to anything. I can compare certain HR related features like time keeping and PTO tracking, which does not stack up to "true" tools that manage these functions (ADP, Ceridian, etc.). I was not involved with the vendor selection process, as the decision was made before I was hired.
January 09, 2018
ConnectWise Suits Well in the IT Industry
ConnectWise Manage is a very complete solution. It is perfect for our business. I believe that Salesforce is better is larger environments, but do believe that ConenctWise Manage could be just as useful in larger environments.
January 09, 2018
ConnectWise Manage Review
We moved away from N-Able several years ago because the product development seemed non-existent. When SolarWinds purchased the company/software is sat for multiple years with no advancements, therefore we moved to ConnectWise. We don't regret for one minute moving away from N-Able because ConnectWise continues to advance and evolve. ConnectWise has obtained other software as well (LabTech) and shows no sign of stopping.
December 11, 2017
ConnectWise Manage, The Olympic Swimming Pool of CRMs
I have used ServiceNow in the past and it works incredibly well as just a ticketing system with a built-in KB, however, it never would have been able ot handle our company's workload the way ConnectWise Manage has. This is because ServiceNow is just a ticketing system, it doesn't hook into an RMM or Documentation software, it doesn't handle sales flow very well, nor does it have some of the more advanced workflow features that ConnectWise Manage has.
December 11, 2017
ConnectWise Manage - Hands down the best I've ever experienced!
No other products we've experienced even comes close to CW.
November 20, 2017
ConnectWise - Great System - Terrible Implemenation
- Microsoft Dynamics CRM, Brightpearl and Manhattan Omni-Channel Central Solutions
CW was more geared towards MSPs than any of the alternatives. It's cheaper than Dynamics and Manhattan but the support can be poor and the implementation was abysmal. It's a good system and the implementation forced us to review, improve and document our policies, processes and procedures. Furthermore, it forced us to cleanse all our customer and supplier data.
November 09, 2017
ConnectWise!
ConnectWise is a full management application that integrates with our quoting and rmm tools, which is why we chose it.
October 26, 2017
ConnectWise is the tool you need! When your ready to bring your company to the next level, this is it!
I have not personally used any other PSA's but have demoed and spoken with people that have used other products. ConnectWise made sense for us because of the integration into our RMM and Remote tools. They continue to build and grow the platform. As far as I'm concerned at this point, there is a reason they are in the #1 spot, and that's because of the robust and growing platform they continue to build.
October 06, 2017
Thank You, ConnectWise!
We chose ConnectWise because it has a reputation of good support. I am glad that we have chosen ConnectWise as our platform for support, because that has definitely been our experience. When questions or issues have arisen, ConnectWise support was able to help us get things resolved in a timely and efficient manner.
October 01, 2017
ConnectWise can connect a lot together!
We have evaluated ServiceNow and it did not meet our requirements.
September 28, 2017
ConnectWise Saves the Day
We used Goldmine and Heat before but they were not specifically designed for our industry like ConnectWise is.
September 18, 2017
ConnectWise Review
Did not make that decision and have not seen competing apps
September 18, 2017
Connectwise is Perfect!
I have only used Connectwise... can't imagine a better product.
We used Autotask for 5 years prior to switching to CW. Many of us still miss it after 2 years of CW, but we do feel that we made the right choice. CW consistently improves, has a great user base and tons of 3rd party integrations.
September 08, 2017
Our ConnectWise Experience
- Kaseya IT Center and Tiger Paw
We only evaluated Kaseya and Tiger Paw. ConnectWise was easier to use and looked to be more robust. Integration with LabTech waan a easy fit as it is also a ConnectWise product.
September 08, 2017
ConnectWise Manage At a Glance
To be honest I was not involved in the picking of ConnectWise Manage and the competitors it has. I can tell you that we use all the whole ConnectWise suite - Manage, Sell, Automate, and Control.
September 07, 2017
CW Manage is integral, but the support is waning
Autotask - very similar functionality, some great additional benefits, We chose CW because there was an on premise solution and there was far more user engagement. As the years have gone on, the support has been waning and Autotask has had positive feedback from peers that have used both. For future consideration - the gap has narrowed.
August 15, 2017
Very happy with ConnectWise
We evaluated several options and selected ConnectWise for overall fit for our organization.
July 21, 2017
ConnectWise Manage is Simply the Best for MSPs
ConnectWise Manage is a far superior product to Salesforce and to Autotask in many ways. First, neither has the ability to integrate with other software programs like ConnectWise does. This integration makes working with Connectwise so much easier, as we do not have to duplicate our efforts in two or three different systems; they simply flow one into the other. Secondly, ConnectWise has the client concept of "Cradle to Death." In other words, ConnectWise handles the client from inception as a marketing lead to on-boarding to project management to billing to departure, if that be the case. The other two CRMs that I used did not go to the level of detail that ConnectWise does nor from such a depth perspective. Connectwise is continuously working to improve its product and add new features to make it better. My experience with the others was not in that vein.