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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…

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Recent Reviews

TrustRadius Insights

ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
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TrustRadius Insights
TrustRadius Insights
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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)
    5.0
    50%
  • Ticket response (81)
    4.8
    48%
  • Customer portal (74)
    4.2
    42%
  • Ticket creation and submission (82)
    3.8
    38%

Reviewer Pros & Cons

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Pricing

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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
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Product Demos

Catalyst ConnectWise Manage Integration

YouTube
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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
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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%
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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!

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

(1-25 of 25)
Companies can't remove reviews or game the system. Here's why
February 23, 2021

ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software

CM
Charlie Meyer
President
Sudora (Information Technology & Services, 1-10 employees)
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
9
ConnectWise Manage gets a firm to integrate everything to it. Once you are in this position, it is extremely costly to change. You are best off doing your research upfront. Make absolutely sure to get a demo copy you can actually play with prior to buying this. Try to make use of whatever your PSA is and talk with a bunch of others using it before buying. Do your homework, as once you are in, you will probably be stuck. During the sales process, have a list of everything you wish to track or do (e.g., mileage time and reimbursements for driving to site or making a quote for new services). Make sure to understand how your clients will be forced to get two monthly invoices if you have a contract with them and do things outside of that. You will find that other suites will combine several of the standalone ConnectWise products into one software with one interface. This is huge. You don't have to have separate PSA, RMM, documentation, sales, and password manager like ConnectWise Manage does.
January 19, 2020

Powerful business tool with room to grow

Nicolas Poague | TrustRadius Reviewer
Nicolas Poague
NOC/Design Technician
One2One Inc (Information Technology and Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
8
The product works awesomely. The only factors holding back a 10 star rating are some of the upgrades that I believe are necessary. Namely, active directory integration for the customer portal is a feature that is long overdue. AD integration on the technician side should also be made available for subscribers of the cloud hosted solution.
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 Renew
10
We purchased a perpetual license. Though, for some of its short comings, its definitely a solid platform. We have more visibility into our customers base and their individual issues. We have a centralized location for the majority of our customer information.
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 Renew
10
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
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 Renew
9
While ConnectWise has room for improvement, it is a constantly growing product that is focused on it's customers needs. The community surrounding ConnectWise is it's largest strength. As with anything, there is no silver bullet that solves all of your problems, but ConnectWise certainly things a little easier.
December 23, 2014

A Surprisingly Robust System That Gives Other CRM Apps a Run for Their Money; Ideal for IT Service Providers

Amy Spencer | TrustRadius Reviewer
Amy Spencer
Marketing Director
DATRON Dynamics (Information Technology and Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Renew
1
I no longer work for an IT services company that uses ConnectWise. I work for a company that sells industrial machinery and we are heavily invested in Salesforce.
December 16, 2014

A case study in ConnectWise

Kettric Midura | TrustRadius Reviewer
Kettric Midura
Director of MSP Operations
Unified Technologies Inc. (Information Technology and Services, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Renew
7
I would recommend ConnectWise for the company that isn't as large or ridged in their support practices. ConnectWise is very good at what it does, but when it comes to truly customized process, it tends to cause problems. While ConnectWise is flexible, it is only flexible in the way their mind set and architecture function. If you are a large well developed company with set ways of doing things, ConnectWise is not likely to be a good fit. If you are a smaller, less developed company with the capacity to adapt to ConnectWise methodology, you can make some quick gains implementing their way of doing things. The SMB company I was working with on the product used the product exclusively and used it well. We used each product to its extent, and it really helped to speed up the development cycle accepting the intended use of each function. A much larger company I worked with had the exact opposite experience. Their standing procedures and methodologies were diametrically opposed to the use of ConnectWise and ultimately drove the company to abandon the project in favor of a home grown product.
April 12, 2014

ConnectWise Review

Brad Horsley | TrustRadius Reviewer
Brad Horsley
Partner and Chief Technology Officer
Choice Solutions LLC (Information Technology and Services, 11-50 employees)
Score 6 out of 10
Vetted Review
Verified User
Likelihood to Renew
5
We will continue to use ConnectWise for at least 2-3 Years as we have built integration's into other tools and simply don't have the time to evaluate other products right now, i do see use going through an evaluation in 2-3 years though.
April 10, 2014

From A Sales Perspective

Verified User
Professional in Sales
Media Production Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
Presently I am in a different industry, but if I were to return to an industry that had a need for a complex management system I would highly recommend ConnectWise as it made cross departmental infrastructure aligned in the same goal sets.
April 09, 2014

ConnectWise - The Good, The Bad and The Ugly!

Mark Santorelli | TrustRadius Reviewer
Mark Santorelli
President/Owner
MnK Technologies, Inc (Computer Networking, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Renew
8
Really does not apply since I own the software and hardware it runs on...I keep my Software Assurance in tact so I can get the program fixed when if breaks after their updates...I will probably cancel support - if I am allowed to once I feel it is stable enough to do so.
April 08, 2014

Your CRM Sucks - Why You Should Be Using ConnectWise

K. Craig Reiff | TrustRadius Reviewer
K. Craig Reiff
Product Specialist / Procurement
INTRUST IT (Information Technology and Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Renew
9
I really enjoy using the software. It is fast, it is organized well, and it allows me to perform the functions of my role in our company to the best of my abilities. I can rely on the tools and workflows in ConnectWise to ensure I'm working at maximum efficiency.
April 08, 2014

ConnectWise

Verified User
Director in Information Technology
Information Technology and Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
For all the reasons I've mentioned. It does everything needed and is fully customizable.
April 05, 2014

ConnectWise from a Service Delivery Perspective

Adrian Kwitkowsky | TrustRadius Reviewer
Adrian Kwitkowsky
Support Center Manager
Apex Digital Solutions, Inc. (Information Technology and Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
I have not been exposed to anything in ConnectWise thus far that would make me look elsewhere for a PSA solution. It's certainly met my needs to this point. Any issues that I may have noted with the software are trivial in comparison to the benefits, and I don't anticipate the need to even explore moving to another platform anytime soon.
April 04, 2014

More than software - truly value-added automation for IT service provider

Jared Tremper | TrustRadius Reviewer
Jared Tremper
Service Desk Manager
Quality Systems Solutions, Inc. (Information Technology and Services, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Renew
10
Whatever may be lacking is insignificant to the ongoing value ConnectWise brings. To attempt to do this without ConnectWise is to quit the business. Moreover, the integration of processes (not just the technology) is part of our DNA and would require a blood transfusion (so to speak) -- we simply wouldn't be who we are today, nor what we need to be tomorrow.
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