ConnectWise Manage Reviews

263 Ratings
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Score 7.0 out of 100

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TrustRadius Top Rated for 2020

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Reviews (1-25 of 104)

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February 23, 2021
Charlie Meyer | TrustRadius Reviewer
Score 4 out of 10
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Likelihood to Recommend

If you are an IT firm and you do not have a PSA at all, then you are leaving money on the table. You need to explore and implement this type of software with care. ConnectWise Manage is one of the best for connecting more competent products together but is probably not the right choice for most small MSPs. Do not just believe the marketing that this software does everything. Very many functions are extremely limited or just outright inadequate. This is by design. They sell an assortment of very expensive and complex to implement and train on products that you will need to buy in addition to ConnectWise Manage. Unless you have time for a degree in ConnectWise Manage (I finished three initially included but they took them away a few months later), you will need outside help with the reporting engine. ConnectWise Manage support refuses to assist that. ConnectWise Manage can do time and contract management pretty well if you if you beat it into shape just right. Remember that ConnectWise Manage is just a centerpiece. There is no trialware with ConnectWise Manage for a reason! Don't buy until you shop around and price out your whole software stack.
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February 20, 2021
Jeremy Kushner | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

For ticketing, time entry, and invoicing it works very well and has nearly infinite customizations. To be honest, it fulfills the needs of its core tasks across the board. My reservations on the product are based more on the cost and support.
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March 24, 2021
Anonymous | TrustRadius Reviewer
Score 1 out of 10
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Likelihood to Recommend

ConnectWise is useful for tracking billable time and products in a service desk environment but completely useless at everything else. The system is buggy, unintuitive, dated and difficult to learn.
The customer and technical support is shocking and they don't listen to you when you provide feedback or raise a serious complaint.
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January 19, 2020
Nicolas Poague | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

ConnectWise is most suited for a business that can really take advantage of all its features. The company needs to evaluate how many of the features they can really use in order for it to be cost effective. So if one was just looking for a help desk solution, using ConnectWise is probably not the best solution as it would provide much more functionality than is needed. On the other hand, if a company has multiple large customers, departments, and needs a way to track issues and scheduling along with the reporting, asset management, sales, and workflow capabilities, ConnectWise is a good pick. Lastly the prospective ConnectWise user would want to evaluate what kind of integrations they may require, or could benefit from, and make sure that ConnectWise has a relationship with their third party vendors. For example, our network monitoring system integrates well with ConnectWise to create and track alerts. Now that we heavily use ConnectWise we always make sure any new products we look at can integrate with ConnectWise.
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January 31, 2020
Andreane Gagne | TrustRadius Reviewer
Score 1 out of 10
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Likelihood to Recommend

Please have a look at the complaints and the most recent and likely reviews. Note that you cannot buy a license for yourself, you have to call them and buy in bundles of 25. In our case, it took over a week for them to give us extra licenses. Deployment is painful and there is no support.
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November 07, 2019
Kyle Forward | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

If your company manages inventory and service, this is the tool for you! Member time tracking and management is one of the best points of the tool. If you are looking for automation with your ticketing, this is it! You can build completely customized workflow rules to move tickets and re-assign as needed.
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October 22, 2019
James Buchholz | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

It is great for tracking a high volume of tickets, purchase orders, and inventory. I don't like the project side of the ticketing system. There doesn't seem to be a lot of visual graphs or anything to see at a quick glance of what projects are in progress, when they are scheduled, due, etc.
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October 22, 2019
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

It offers a wide range of company functions (finance, marketing, sales, time tracking, and a service desk), so the whole team can utilize the same central system, which is great. While it's nice it's an all-in-one tool, I think the UI could look a lot better than it does. The reports are also not very pretty. I was not with the company when ConnectWise was implemented, and I received no training. I do not find it to be an intuitive tool that I can just use without some training or level of understanding of what everything does. If you change or fix one thing, it often negatively affects many other areas. Their knowledge base/help documents (called University) does not often provide me with the answers I'm looking for, so I have to chat with support. I love the chat feature but have found the help to be only OK. They are all friendly, but I think they could be better at helping me resolve my issues by finding alternative ways to accomplish my end goals. There is no bulk way to update or manage contacts, which is frustrating when you want to add a large number of contacts to a group since you need to individually select them and click to add them to a group.
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October 22, 2019
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

Medium-sized MSPs will love it, as this appears to be what most MSPs are migrating to. Smaller companies might find it cost-prohibitive.
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October 15, 2019
Anonymous | TrustRadius Reviewer
Score 3 out of 10
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Likelihood to Recommend

It is a good software to use if you want to track your resources' time, but there are far better options out there. Clients do not like the way the ticketing system sends emails to them. They can be very difficult to read for new clients. The entire system as a whole has a much steeper learning curve than is needed.
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October 02, 2019
Garry Adams | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

ConnectWise Manage is well integrated with the rest of the ConnectWise suite. If you are looking for a "one stop shop" for quoting, system management, ticket/issue tracking, and CRM management, the integration between systems is as good as you will find anywhere. It is also a very popular platform so it is well supported in the community and many Channel focused systems are designed to integrate natively with it.
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August 29, 2019
Dale Bradford | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

Those items listed on the improvements are minimal. This really is a great app that has allowed us to excel our MSP business to the next level. Through the management of tickets or the integrations that help us get the right information into CW, it really is a great application.
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August 28, 2019
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

ConnectWise is well suited for small companies - less than 50 people - who need a help desk or service tickets with some basic project management and CRM. For larger companies or organizations with more complex needs, look elsewhere. It is a nice all-in-one type solution for small organizations with very basic needs.

ConnectWise is not good with tracking and managing SLAs based on urgency/priority.
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October 16, 2018
Alissa Levanway | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time.
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January 14, 2019
Jon Brantner | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

It was originally designed to be a service software for a vendor support contract provider I believe. However, they continue to make updates to the software (monthly) and continue to significantly improve the software for in house IT solution departments.
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July 30, 2018
John Trevino | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

When organization to keep track of service tickets or sales, this would be the best places to use this.

I couldn't see this being very useful in the retail and education world.
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November 20, 2018
Alex Farling | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

You have to have it (or something like it)... it keeps us from a significant amount of duplicated effort converting technician work time into billable time, and probably catches a lot of time that was lost before we had it... but you find yourself fighting with the product to make it perform a function, instead of it being straightforward and intuitive...
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July 27, 2018
Sebastian Abbinanti | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

Every PSA, CRM, RMM, {fill in your own three-letter initialism}, is going to have something that you don't like. ConnectWise is no exception. However, having used some of the bigger names in out there, I find ConnectWise to be the most intuitive and easy to use. I feel the support is really what sets ConnectWise a part from the rest. ConnectWise just provides more to love.
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July 27, 2018
Daryn O'Shea | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

I was recently asked by one of my customers for a recommendation for a tool to help her manage accounting and tax preparation projects. ConnectWise immediately came to mind as a tool, even though it is designed for use in the MSP community. It is that flexible. However, the amount of setup and preparation and training that is required to utilize this software product does lend itself toward use in a large organization with many users where the investment in time will pay off quickly. The calendar function and time tracking can be a real value when utilized but we find this difficult to use when our organization has only 2 or 3 owners/technicians.
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June 29, 2018
Tanner Campbell | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

If you're a service/help desk of more than 0 - whether your serve and support internal users or thousands of external users - ConnectWise manage is your best and most economical bet (especially when you consider the bang you're getting for your buck!).
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January 09, 2018
Jennifer Henney | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

We're a medium-sized MSP and it works very well for us. It is scalable to an enterprise level if it is set up with careful thought and consideration from the get-go. It would probably be too much for a 1-5 person shop.

The dispatching and scheduling features are great for a mobile workforce and works well for those departments who push tickets from a central dispatch person or department. For those who use a ticket pulling structure, it works equally well as long as all members have been well trained.
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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