Skip to main content
TrustRadius
ConnectWise PSA

ConnectWise PSA
Formerly ConnectWise Manage

Overview

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…

Read more
Recent Reviews

TrustRadius Insights

ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
Continue reading
TrustRadius Insights
TrustRadius Insights
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Organize and prioritize service tickets (82)
    5.1
    51%
  • Ticket response (81)
    4.8
    48%
  • Customer portal (74)
    4.2
    42%
  • Ticket creation and submission (82)
    3.8
    38%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all 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…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Product Demos

Catalyst ConnectWise Manage Integration

YouTube
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

4.4
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

4
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

4.5
Avg 7.7
Return to navigation

Product Details

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

Screenshot of Service Ticket ExampleScreenshot of Ticket TemplateScreenshot of Work Plan TemplateScreenshot of Calendar TimeScreenshot of Meeting InvitesScreenshot of My CalendarScreenshot of Sales Overview

ConnectWise PSA Videos

ConnectWise PSA Integrations

ConnectWise PSA Competitors

ConnectWise PSA Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Australia, New Zealand, United Kingdom
Supported LanguagesEnglish

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

Consumers0%
Small Businesses (1-50 employees)80%
Mid-Size Companies (51-500 employees)20%
Enterprises (more than 500 employees)0%
Return to navigation

Comparisons

View all alternatives
Return to navigation

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!

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:

  1. 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.

  2. 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.

  3. 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

(76-100 of 113)
Companies can't remove reviews or game the system. Here's why
February 20, 2017

Great for Ticket tracking, but CRM/reporting capabilities need improvement

Verified User
Professional in Marketing
Information Technology and Services Company, 11-50 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ConnectWise is great for our ticket tracking. It is a wonder service for managed services providers (or for companies that track any kind of request tickets and billable customer hours).

The platform needs a great deal of work when it comes to reporting, customization and the sales CRM data. It is very static and we have had to outsource all of our reporting due to the ConnectWise inability to provide reporting we need. Custom fields are hard to integrate and our sales reps lack the visibility and ease of navigation they need in their data.
February 03, 2017

CoreComments

KH
Kim Hikichi
President
Core Information Technologies ltd. (Information Technology and Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In the MSP space, there are so many products on the market and you need a solution that actively pursues integration with the best of breed products. It is almost imperative to have a central console where everything reports to so your techs can keep their heads above water. ConnectWise has its issues, but the important part is they actively work to correct and improve them and they also keep on banging the bushes to find other tools and services to integrate with. ConnectWise has become one of the top solutions in this space so vendors are now building solutions and talking to ConnectWise right away to integrate with them.
February 02, 2017

ConnectWise - Gotta have it

DR
Doug Riemersma
Service Manager
Egltech, Inc. (Computer Networking, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I believe that Connectwise is very good at everything. We currently continue to use QuickBooks for our accounting. While Quosal Sell is nice I really think the fact that we need to use Quosal Create to transfer information into QuickBooks could be improved.
October 03, 2016

ConnectWise, the Lamborghini of CRM; Get addicted to drive

David Lay | TrustRadius Reviewer
David Lay
Owner
A PC Geek (Information Technology and Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you're in IT and not using ConnectWise then you're also missing a lot of opportunities with your clients and not charging enough for your service orders. In my first month of using ConnectWise it saved my rear by being able to provide a client with a full audit log of activities we had provided AND it increased my revenue because I was not billing for all my time.
September 16, 2016

ConnectWise helps us stay connected to our clients and what is important to them.

TS
Todd Swartzman
VP Operations
Realtime, LLC (Information Technology and Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

Managed Service Providers - I don't know how you run a company like ours without a tool like this. I know one man shows and 200 employee MSPs who use it religiously.

Telecom companies - we've recommended the tool for friends who run telephone service companies and they love it.

If you run a service industry where you need to track what is being done for your clients, ConnectWise is a great tool. It's a CRM x 10!

September 13, 2016

ConnectWise isn't just for SMB

Ryan Meyer, CISA, CISSP | TrustRadius Reviewer
Ryan Meyer, CISA, CISSP
Business Systems Manager
Aureon (Information Technology and Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ConnectWise was initially built for MSPs and VARs and it is extremely well suited in those arenas. We've found, however, that it is actually quite versatile - I've met peers using ConnectWise in industries ranging from video marketing to commercial cleaning. While it may not be designed for those markets, they've found at least a feature or two which led them to choosing ConnectWise over a line of business specific competitor.
September 13, 2016

Connectwise leads the way in PSA tools and automation for your IT Business

Karl Bickmore | TrustRadius Reviewer
Karl Bickmore
Partner
Premier IT, Inc. (Computer & Network Security, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ConnectWise is good for any service company of any type. It is made for IT outsource providers and works well for any kind. Break-Fix, MSP, Project Centric, Cloud provider, etc. We even have deployed to customers of ours that are in non-IT service based business and they love it.
August 03, 2016

When it comes to your business, partner with someone who cares about your success

Abbey Renee Colville | TrustRadius Reviewer
Abbey Renee Colville
Director of Marketing and Operations
Vision Computer Solutions (Information Technology and Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you're an MSP, look no farther than ConnectWise. Its ever-evolving platform allows for ease of communication company wide. We have increased our margin and bottom-line significantly, since when we first adopted ConnectWise. Its CRM tool isn't as comprehensive as other platforms, but I am hopeful that it will continue to evolve.
April 27, 2016

A very well integrated product with several strengths but is somewhat lacking as a CRM which will fit many SMB complete office needs.

David Pavuk | TrustRadius Reviewer
David Pavuk
Director of Compliance and Efficiency
Trivalent Group (Information Technology and Services, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ConnectWise is well suited to a number of environments but is probably best at targeting the SMB market. At nearly 80 users we push its limits a bit. I would not recommend its use in larger enterprises due to performance and somewhat limited integration issues.
December 29, 2015

ConnectWise MSP

Verified User
Administrator in Other
Information Technology and Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Overall, the system functions well. I believe that we would not have our largest client without it. With all the good, there are a lot of shortcomings when you're larger than a traditional small MSP. If you have multiple resources between time different zones, use subcontractors, or need to track project costs - the system definitely falls short. Dealing with support can be very frustrating at times. While I would definitely recommend the product, in the same sentence I would warn people of the shortcomings.
November 16, 2015

ConnectWise for MSPs

Delano Collins | TrustRadius Reviewer
Delano Collins
Chief Information Officer
EDTS, LLC (Computer & Network Security, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The solution's flexibility ensures that you will find it being used by a lot of different companies in different ways. For a company that delivers products and services, we feel it is the right fit for us. For those choosing ConnectWise, you will want to identify whether you feel the on-premise or hosted / cloud version is the best fit for you. Up front costs can be challenging for small organizations, but make sure you allocate the time and resources to ensure proper training. In addition, try to adopt best practices and train your employees on these practices - it will save you a lot of headaches later on.
October 21, 2015

Connectwise for MSP's. A services management perspective.

Lance McGinn | TrustRadius Reviewer
Lance McGinn
Director of Services
Solve IT (Information Technology and Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
One of the most difficult concepts to implementing a system like connectwise, or any PSA system, is that you might have to change the way you do business. What works for you now may not work if you are trying to make it to the next level. While connectwise has offered some great coaching for MSP best practices, some may not be too receptive and determine the software is needlessly complex. The software is as adaptable as you need it to be; branching out into the A/V market shows how flexible this software can be. Oct 2014 Update, Connectwise is making some advancements in their weaker areas. Specifically Reporting, and a agent base real time customer awareness/chat tool. Two modules can be purchased in addition to the core package. Oct 2015 Update, I am continually impressed on how connectwise is "reinventing" their software. Greater flexibility, customization, and training to use is well received. There are many software applications that stagnate and wither on the vine. Connectwise is not one of those companies. They continue to press forward with new initiatives and partnerships to adopt to a changing technology environment.
August 19, 2015

ConnectWise: The closest thing to a silver bullet for IT Service operations management

Verified User
C-Level Executive in Information Technology
Information Technology and Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
If you are running a Managed Services business, this is hands down the best tool for your business. That said, to be successful at anything, you have to be dedicated to it's success. ConnectWise provides tools for ongoing and systematic improvements through their online university, through the triple partner profits series of web talks and the quick starts on the marketplace. The rest is up to you.
March 24, 2015

ConnectWise

Verified User
Engineer in Information Technology
Information Technology and Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I found ConnectWise to be very flexible and it worked for a wide range of applications. We were able to customize it to work for every department in our organization. When I last used it we were still exploring ways to integrate further aspects of ConnectWise into our daily business needs.
March 11, 2015

A quick ConnectWise review

Gavin Stone | TrustRadius Reviewer
Gavin Stone
Senior Technician
Manhattan Tech Support (Information Technology and Services, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It all depends on the business need. I would not recommend ConnectWise to an in-house IT staff or a new startup managed service provider (MSP), but I would recommend to an individual that has started their own MSP and has multiple clients.
Return to navigation