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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:
-
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
(51-75 of 113)Companies can't remove reviews or game the system. Here's why
October 01, 2017
ConnectWise can connect a lot together!
- ConnectWise allows for better management of teams and much better timekeeping which results in increases efficiency.
- Keeping track of expenses reduced the overhead of admin team (no more bags of paper receipts !!!).
- Third party tool integration automated lots of tasks, instead of engineers checking email reports or monitoring consoles, they simply get tickets assigned and can work on them as those are auto-logged by ConnectWise. That's hours of time saved per team member.
September 28, 2017
ConnectWise Saves the Day
- ConnectWise paid for itself in less than three months due to increased billing from better time tracking.
- ConnectWise allowed us to scale and grow much more smoothly due to having a system for communication and tracking.
September 18, 2017
ConnectWise Review
- ability to determine how time is being spent
- ability to determine a customer's profitability
- accurate documentation of service desk SLA's
September 18, 2017
Connectwise is Perfect!
- Definitely more accurate time/resource allocation
- Better understanding of which clients have more issues and why
- Offers good communication between me and my clients.
September 14, 2017
ConnectWise - a great PSA for a services organization
- Increased engineering billing by approximately 10% due to better capture of activities and visibility
- Allows for better project recaps and budget allocations
- We have seen a much lower loss of inventory, partially due to internal controls, but also due to CW tickets capturing costs easier and more accurately.
- Using some internal reports and several external tools, we have much greater visibility and insight into our KPIs and numbers affecting every day service delivery.
- We feel a lot more assured that we are capturing most of the labor, which in turn results in a better bottom line versus our original paper system or even Autotask, which we used for 5 years before switching to CW.
September 08, 2017
Our ConnectWise Experience
- Time and bill is more accurate.
- For the MSP device billing is more accurate as it is automated and user error is not a issue now.
- Ticket tracking for help desk is much more complete and easily searchable for previous information on issues.
September 08, 2017
ConnectWise Manage At a Glance
- Positive impact on invoicing and reconciliation
- Positive impact on service tickets, projects, and the accuracy of both
- positive impact on allocation and tracking of hours
September 07, 2017
CW Manage is integral, but the support is waning
- Greatly reduced the incidents of tickets falling through the cracks, contributing to a much higher operational efficiency
- Increased employee/client communication and accountability
- Far more visibility into issues, easier recurring incident investigation
August 15, 2017
Very happy with ConnectWise
- Better visibility into engineer utilization
- Better reporting on time tracking
- Easier to prioritize tickets/issues
- Negative: If you don't have ConnectWise properly configured, you can completely mess up your invoicing. There have been several times that we have wrestled to understand why elements are being billed incorrectly only to learn that we didn't set up the billing parameters properly. Once we properly configured the tool, it works just like it is supposed to.
- Positive: When the entire team is using it as they should, nothing falls through the cracks.
- Positive: When you get into a "he said - she said" situation with a client, I love the audit trail feature. It can be a great CYA providing evidence that we did what we said we did, complete with time stamps.
July 24, 2017
ConnectWise is your tool if you are an MSP
- It is a single tool for most aspects of the business, which is it's primary strength
July 21, 2017
ConnectWise Manage is Simply the Best for MSPs
- The integration of our phone system with ConnectWise Manage allows for more accurate billing and time management reporting on our support desk tickets.
July 20, 2017
The Good and Bad of Connectwise
- Being in the finance department, CW has helped tremendously. The ease of billing (without time spent on fixing tech errors on coding) and they syncing with QB makes my life easier.
- Qousal has made quoting and importing data into CW simple. The etilize function is great.
- Being able to set up auto tasks for emailing clients is a nice feature.
July 14, 2017
Three year user
- Contributed to improving project management
- Contributed to adherence to SLAs
- Better information flow between departments
July 11, 2017
My ConnectWise Experience
- It has allowed us to dive deeper into areas such as time spent on specific clients making sure we are maximizing our margins with our clients.
- It allows us to also manage technicians' time and make sure we are making the most of their day.
- It also provides us with the opportunity to have client specific reports we can generate as an up-selling tool.
May 25, 2017
The best investment I ever made in my business
Score 10 out of 10
Vetted Review
Verified User
- Incredible increases in efficiency. We were generating about a 5% profit margin before ConnectWise and were able to get our net profit up to about 24%.
- Significantly fewer dropped balls
- Increased accountability throughout the organization because we could track various metrics
May 19, 2017
ConnectWise Manage - The hub of our MSP business
- Enabled accurate time billing.
- With Quosal/Sell integration, enabled an end-to-end solution for quoting -> approvals -> sales order -> project -> invoice.
May 05, 2017
ConnectWise Review
- Transform into a metrics driven organization
- Establish ability to define and manage SLAs with customers
- Improve and address constraints across the business
April 24, 2017
ConnectWise Manage fan!
- We have implemented very specific service boards to be able to apply different SLAs. This has given us more insight into our SLA performance and the profitability of our managed agreements.
- We have recently begun entering our SOPs into ConnectWise as standard templates. This allows us to insure quality and train younger staff.
- The cloud console application was an additional cost, but given the difficulty in manually reconciling the CSP licenses and billing, it has helped us insure that we are capturing all possible revenue for Office 365.
- Overall positive vs. not having a proper ticketing system.
- Greater operational efficiency - more done in less time
- Better quality of customer care - issues are not missed or forgotten about
- Better visibility from management's perspective on how busy the business is and where the trend is heading
- More accurate time/resource allocation
- Better visibililty into project statuses
March 24, 2017
ConnectWise: A Love Hate Relationship
- Positive: Tighter time tracking. Negative: You have to track your time. I say this not to be funny but to underscore that the system only works if you use it properly. It's a cultural change that is sometimes hard to make depending on the type of company culture you have before you implement.
- Positive: It is my memory. When you scale your company you lose the ability to remember everything you need to do and when you need to do it. There are just too many things to keep track of. ConnectWise if used properly will help keep you focused and on track.
- Negative: I'm not sure the people who create ConnectWise actually use the software and if they do the use it in a very very basic manner. There are things that we are having to do with custom reports that have lowered my ROI.
- Negative: Costs. We are nearly 50 people and the costs of Quosal, LabTech, ConnectWise, ScreenConnect and the beat goes on is becoming too high. I think ConnectWise really needs to reconsider its pricing model and start giving larger companies some kind of quantity discount.
March 17, 2017
ConnectWise runs our business
- There was a time when we didn't use ConnectWise very well and we had a lot of dropped issues and slow response times. As with any business critical app the more you put into it the better the ROI. After a careful redesign of our boards and workflows a few years ago, we've eliminated a ton of avoidable problems.
- We didn't use a project management program before using CW projects. Once we started using them, we were able to properly track P&L for projects vs normal service.
- Using agreements for recurring revenue is awesome. Setting up the agreement integration for Kaseya and Storagecraft has made billing a lot easier.
March 16, 2017
ConnectWise and me
- ConnectWise has really helped with increased employee efficiency. Staff members are able to go from one ticket to the next without having to pick and choose what they are going to do.
- We are able to track the time and see how much time we are spending on each clients. We are also able to see at what level of experienced engineer is spending on which task.