ConnectWise Manage Reviews

250 Ratings
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Score 7.6 out of 100

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Reviews (1-15 of 15)

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October 06, 2017
Ian Hansen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

9
ConnectWise has been great for our help desk. Over the years we have used it (5+), it has responded to community-sourced feedback and improved its product. I have always appreciated the support given when required, and overall the program has helped our service desk to become more efficient. The automated aspect, including workflow rules, has been an important part of our overall systems. When considering a help desk PSA, ConnectWise should not be overlooked.
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November 20, 2017
Graham Green | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Usability

7
Connect Wise Manage has really helped us become much more efficient. It's allowed us to join the sales, delivery and support processes together ensuring all information is stored in one place. All our proposal documents, supplier quotes stored as documents against the opportunity. Our project implementation documents stored and monitored through CW. Effectively filled out configurations allowing our support team to quickly, easily and efficiently support our clients. All our KPI's logged and displayed around the office using BrighGuage reporting. Don't get me wrong there are still bits about the system we don't like but it's vastly improved our working practices and efficiency.
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July 27, 2017
Wes Jensen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Usability

9
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10.
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November 09, 2017
Brian Hopper | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Usability

8
Connectwise might be somewhat complicated but the dev team is making constant improvements and it's getting better and better.
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July 20, 2017
JoAnn Larsen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Usability

8
CW for the most part is a good comprehensive product to manage our client data and billing. However, we find bugs in the system and some we can't seem to get solid answers on. The webinars and training modules are not as user friendly and clear as needed for novice users. It is obvious that the presenters know the product but often assume the client knows what they are referring to and not clarifying. With that said, I recently worked with a Solution Strategist that was wonderful and we hope to use his services in the near future to move us forward.
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December 16, 2014
Kettric Midura | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Usability

8
I would say an 8 from the user's perspective, but less from the admin perspective. Once setup, the process would flow as directed, and users would either be limited by or freed by the automation as it relates to performing work. From the admin's perspective, getting that automation setup was very time consuming and redundant if you had to apply the same configurations to more than one board. I would frequently loose and afternoon to a configuration change when it required updating the subcategories of a number of boards I had created in the past. But, once past that configuration challenge, it would work very well.
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April 07, 2014
Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Usability

5
Mostly intuitive and user-friendly, but could have better "integration" features?
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Feature Scorecard Summary

Organize and prioritize service tickets (69)
7.3
Expert directory (38)
7.4
Subscription-based notifications (45)
6.7
ITSM collaboration and documentation (50)
6.2
Ticket creation and submission (69)
7.8
Ticket response (68)
7.8
External knowledge base (52)
6.5
Internal knowledge base (60)
5.9
Customer portal (63)
7.0
IVR (15)
4.1
Social integration (21)
3.9
Email support (63)
6.5
Help Desk CRM integration (59)
7.5

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 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