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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 113)Companies can't remove reviews or game the system. Here's why
October 03, 2019
Heavy Hitter, with Outdated UI
- Our service teams are able to effectively track their tickets and manage to their SLAs which keeps our managed clients happy.
- Our sales team is able to track client opportunities and pipelines to set and track achievable sales goals.
- Leadership is able to track technician efficiency and manage our resources effectively.
August 29, 2019
ConnectWise is above others
- Connectwise has allowed us to examine our current contracts and to find which are profitable and which ones need to be renegotiated.
- The automation of billing has lowered a lot of time from management and staff.
August 29, 2019
Good All-In-One Solution For Simple Requirements - Not So Much For Large and/or Complex
- Relatively low cost software has enabled us to run or organization.
- We have had to develop extensive custom reporting and spend a lot of time exporting and analyzing because the canned reports are too simple and basic for our needs.
- Compiling SLA reports for our customers is entirely manual because we can't have emergencies tracked 24x7 and low priority tickets 5x12. We've had to not comply with RFP requirements because of our inability to effectively manage, track, and report on SLAs.
April 17, 2019
ConnectWise, don't go to your office without it!
- It helps us keep track of the time we spend on tickets and how fast we complete projects. We need to valuate if we need to hire additional employees based off the time we are spending on projects and tickets.
- It is very easy to keep up with the ticketing system and to make sure that we close tickets in a timely manner. We do not want customers waiting days on a ticket when it can take a few minutes, that is the issue we had with our old system.
- Supervisors can easily monitor tickets in the support board and escalate to different techs depending on how long the ticket has been sitting there. We can also update our customers with the new information on the ticket instead of staying quiet like our previous ticketing system.
January 14, 2019
ConnectWise Manage review.
- We are still establishing these measurements as we have only been on this system for approx 1 year.
November 20, 2018
ConnectWise may require a significant investment... but you can't run your MSP without it...
- Better visibility into client lifetime value and margins
- Better time tracking and higher accuracy on invoicing
- Historical information on client relationship that we never had before it...
November 15, 2018
ConnectWise Manage was the right choice for us
- ConnectWise Manage has helped us keep better track of time.
- ConnectWise Manage has helped us keep track of project timelines better.
- ConnectWise Manage has helped us provide better quotes for end users.
October 16, 2018
ConnectWise Manage - IT Company
Score 9 out of 10
Vetted Review
Verified User
- It has allowed our teams to really see how much money is being spent on projects / Tickets. We can see if we are losing money or gaining a profit
- In Opportunites, we can pull reports to see margin and profit. Knowing if we are on track with quarterly goals or not.
- The customers can go into their own portal to stay up to date on tickets or submitting items for fixing. This is a great tool to have and makes it more productive for us instead of having them call in each time they want an update. It's available at their fingertips
- We can create invoices, credit memos, agreement invoices, invoices specific for projects, or specific to tickets being billed in a monthly, quarterly, or annual basis. You can customize invoices and allow branding to be consistant across the different invoiceing types.
September 24, 2018
Better manage your Clients and Time with ConnectWise Manage!
- It allows us to see how much time was wasted and how to be more efficient
- We no longer forget appointments or forget to send estimates with opportunity boards.
- We are billing more accurately now with the time based entry for each tickets
July 30, 2018
Do you like to be organized and have happy customers? ConnectWise Manage is the way to go!!
- It has helped with our time management and documentation.
- Helped us organization the different aspects of our business.
- Has helped us better serve our clients overall. We could probably make it without this product, but it has made things 10 times easier to do.
- More accurate time tracking
- Better Billing Practices
- Better visibility into department efficiencies / inefficiencies.
July 27, 2018
ConnectWise Manage manages the unmanageable
- At this stage in the game, we have been using the Connectwise Manage product for just one year. This basically means we're just getting out of the honeymoon part of the relationship and will now venture into getting our full value out of the software as we also begin to grow our business. We can't report on our ROI yet but we can't see ourselves living without a great PSA tool either.
- The software has definitely enabled our projects manager to operate with more focus on the project itself, knowing that the finance details will be visible and closely scrutinized by the CFO prior to having an invoice or agreement created.
- Efficient Scheduling of resources
- Fluid movement between department Sales to service, Sales to Project, Service to Billing. Improving overall efficiency.
- Building a service history on client systems allow for more sales opportunities.
- We have a much better view of how much time our technicians spend on issue
- Customers are much happier as technicians are now able to communicate effortlessly and thereby preform more competently and consistently
- We've been able to identify competency weaknesses and develop additional training to re-enforce those weaknesses. We're better because of it.
- We are no longer losing revenue from an engineer not writing up the service call as they do it at the time of service onsite or remote support.
- ConnectWise's ongoing business training and video is very helpful and sometimes gives us new ideas to increase our bottom line that we didn't think of.
- Tracking engineers' expenses is much faster and they get billed to the client. Before ConnectWise, the engineers would end up submitting expenses long past the service which made invoicing the client for travel after the fact was not a good experience.
February 27, 2018
Good, but not for Human Resource Functions
- Billable time tracking much easier.
- Transparency into project costs.
- Definitely think positive ROI on CW at this point (2 years implemented).
January 09, 2018
ConnectWise Suits Well in the IT Industry
- I am in a sales role, but am sure ConnectWise has a very positive ROI.
- It allows us to bill our customers on 15 minute increments
- It allows doe seamless visibility between service and sales
January 09, 2018
ConnectWise Manage Review
- ConnectWise Manage and LabTech are one in the same, so integration is amazing
- It's very easy to add users to the system, saving time on setup and config (after the initial setup)
- Lots of products integrate with ConnectWise Manage as well
January 09, 2018
It took a while to get here but...
- It is much easier to plan and track time on everything at a level where we can pull really meaningful reporting to see precisely how our employees' time is spent.
- We've enjoyed greater operational efficiency all around since we're able to automate so many different aspects. Now we can manage our exceptions rather than having to sift through absolutely everything all the time.
December 11, 2017
ConnectWise Manage, The Olympic Swimming Pool of CRMs
- ConnectWise Manage has provided us with greater insight into our resource allocation and enabling us to be better able to schedule tickets.
- ConnectWise Manage has provided us with greater insight into our billable and utilized time and helped us trace when would be the best time for our next technical hire.
- ConnectWise Manage has provided us with better insight into our project time usage and knowing when we are hitting our correct ROI for larger projects.
December 11, 2017
ConnectWise Manage - Hands down the best I've ever experienced!
- We have near perfect visibility into time/resouce per client
- We have a much higher degree of control and visibility of costs
- Operational efficiency has improved by roughly 33%
November 20, 2017
ConnectWise - Great System - Terrible Implemenation
- Our software costs have increased considerably since implementing CW.
- Our reporting capabilities have increased considerably, allowing for better sales, project and service management
November 09, 2017
ConnectWise!
- It allows us to be much more accurate with billing, especially from a technician standpoint.
- Everything is tied together and in one system, making things much easier.
- Dispatching is easier.
- Sales lead tracking is easier.
October 26, 2017
ConnectWise is the tool you need! When your ready to bring your company to the next level, this is it!
- ConnectWise has contributed to being more accurate with our Engineers time keeping. Being able to track everything to very granular detail has been beneficial.
- Pre-planning and recurring service tickets for companies has been a big benefit as well. Love being able to set it and forget it.
- Having more options on time entries has allowed our Field Engineers to become more granular with the time spent on site. It has allowed us to capture more follow up opportunities to get back in front of the Client to show them.
October 06, 2017
Thank You, ConnectWise!
- We have experienced growth in our company over the last few years, correlate to being able to better organize around the needs of our clients more efficiently. ConnectWise has helped us in this growth process.
- Our company continues to go through growth processes, and as we have scaled to multiple sites or different kinds of technology support agreements, the flexibility required and provided by ConnectWise has allowed us to continue using it as a good solution.
- We moved from an old time entry system that was not as accurate or efficient as ConnectWise. [We use ConnectWise] to keep track of third party service agreement billing, which has helped in tracking our receivables.