ConnectWise Manage Reviews

263 Ratings
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Score 7.0 out of 100

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Reviews (1-7 of 7)

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February 23, 2021
Charlie Meyer | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source

Exceptional Examples of ConnectWise Manage Support

Sometimes you will have a quick question and once their chat answers (never once having read the question in advance), they will be able to solve the issue. ConnectWise has never provided us with exceptional support in any way on any product that comes to mind. They consistently underwhelm. When I look back at our record we open way fewer tickets than we used to. We got trained to just not bother. I almost never open them anymore. Reddit and forums are faster. Also, if you don't notice that they replied within 10 minutes they will hang up on you. They timestamp replies and one time I opened a ticket toward the end of the day and ended up leaving work. It took them almost 2.5 hours to give an initial response. Admittedly that is less common than a 5- to 15-minute wait.
Read Charlie Meyer's full review
January 09, 2018
Jennifer Henney | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Exceptional Examples of ConnectWise Manage Support

We had some fits and starts and a not-so-great experience getting Manage up and running. We have been able to work with ConnectWise to get us back on track.
Read Jennifer Henney's full review
December 11, 2017
Ray Graham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Exceptional Examples of ConnectWise Manage Support

exceptional support in my mind describes the connectwise support culture as a whole not just one support instance. Anyone can do an exceptional job every so often but few organizations can deliver exceptional support consistently. Connectwise sets the standard for application support!
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November 16, 2015
Delano Collins | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Exceptional Examples of ConnectWise Manage Support

We had some database issues, stemming from an update. ConnectWise support was able to identify the table corruption and work with us overnight to resolve the issue.
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Feature Scorecard Summary

Organize and prioritize service tickets (72)
7.5
Expert directory (40)
7.8
Subscription-based notifications (46)
7.3
ITSM collaboration and documentation (52)
6.8
Ticket creation and submission (72)
7.9
Ticket response (71)
8.0
External knowledge base (54)
6.8
Internal knowledge base (63)
5.6
Customer portal (66)
7.0
IVR (15)
3.8
Social integration (21)
3.8
Email support (65)
6.9
Help Desk CRM integration (61)
6.7

What is 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 Videos (4)

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ConnectWise Manage Downloadables

ConnectWise Manage Integrations

ConnectWise Manage Competitors

ConnectWise Manage Pricing

  • Does not have featureFree Trial Available?No
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No
EditionPricing DetailsTerms
Subscription$35.00Per Tech Per Month

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