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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…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Catalyst ConnectWise Manage Integration
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- Competitors
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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.
-
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
(101-113 of 113)Companies can't remove reviews or game the system. Here's why
March 06, 2015
marketing perspective
The organization I work for, MotherG uses ConnectWise to keep track of our ticket history, client information, and marketing lists and campaigns. It keeps all employees accountable with the information we all need to use.
December 23, 2014
A Surprisingly Robust System That Gives Other CRM Apps a Run for Their Money; Ideal for IT Service Providers
Score 9 out of 10
Vetted Review
Verified User
ConnectWise is used across the entire organization. Before ConnectWise, we used 3 different systems-- Microsoft Dynamics NAV (aka Navision) for accounting, homegrown software to manage service tickets, and Microsoft Dynamics CRM to manage customer accounts, sales opportunities, and marketing. Moving to just one system to manage all aspects of the business streamlined our processes and gave us a 360 degree view of everything happening with an account. Also, we were able to better track profitability of our professional service engagements.
December 16, 2014
A case study in ConnectWise
Score 7 out of 10
Vetted Review
Verified User
ConnectWise was used across the entire organization. We primarily used it for sales, project management, and support management. It was the single source of all work to be sold, deployed or supported.
April 12, 2014
ConnectWise Review
Score 6 out of 10
Vetted Review
Verified User
We utilize many aspects of ConnectWise, CRM for our sales teams to manage funnels and activities, service ticketing for our time and material customers, and for our managed service customers, as well as the project management module to handle our project based customers. We support about 18-24 Account Managers and 18-24 Billable Engineers, the system has been scalable to meet our needs and has included integration's into other products for seamless delivery to our customers. Today we have integrated Quosal for our quoting needs and Labtech for our Remote Monitoring and Management needs.
April 10, 2014
ConnectWise User - Good but could be better.
Score 7 out of 10
Vetted Review
Verified User
ConnectWise is are all-in-one system for managing our sales pipeline, marketing leads, order processing, and resource allocation.
April 10, 2014
From A Sales Perspective
Score 10 out of 10
Vetted Review
Verified User
This was a tool that allowed us to incorporate sales, technicians and the warehouse staff. Integrating these 3 departments made us more efficient and effective.
April 09, 2014
ConnectWise - The Good, The Bad and The Ugly!
Score 8 out of 10
Vetted Review
Verified User
We use CW to track all of our service work, Agreements for residual contracts, billing, CRM, connection to our partner back office team and marketing email blasts. CW is instrumental in keeping track of hours spent with each client which was very cumbersome to track pre-CW. Marketing is somewhat simplified as we a only need to keep on list in one place. We use CW across all departments and activities within our organization.
April 08, 2014
Your CRM Sucks - Why You Should Be Using ConnectWise
Score 9 out of 10
Vetted Review
Verified User
ConnectWise is used by our entire organization. It is a great tool that keeps all departments of our company connected and flowing in the same direction. We currently have 25 employees using the software and it ensures everyone is on the same page and is able to perform the responsibilities of their roles to the best of their abilities without having a CRM slow them down.
April 08, 2014
ConnectWise
Score 9 out of 10
Vetted Review
Verified User
ConnectWise was used across our whole organization. Everybody from Sales, Accounting, Project Managers, Help Desk, NOC, and others used ConnectWise extensively. It provided a single pane of glass to the organization.
April 07, 2014
Limited software, but generally adequate
Score 5 out of 10
Vetted Review
Verified User
ConnectWise was used by the IT Department at the organization to track help desk service requests.
April 05, 2014
ConnectWise from a Service Delivery Perspective
Score 10 out of 10
Vetted Review
Verified User
We currently use ConnectWise to manage all aspects of our managed services business. Though my primary use of it is within the service department, we use ConnectWise projects and finance pieces as well, and utilize the in-depth reporting features both internally, and with third-party software that pulls data from ConnectWise.
As the service delivery manager, ConnectWise allows me to create incredibly detailed configuration item entries for all hardware deployed in the field. These items begin their life as the Project Team on-boards a new client. Documenting every known piece of information about client hardware increases the effectiveness of the service desk, as we have all the information we need to start troubleshooting, as well as seeing a detailed history of the device.
As the service delivery manager, ConnectWise allows me to create incredibly detailed configuration item entries for all hardware deployed in the field. These items begin their life as the Project Team on-boards a new client. Documenting every known piece of information about client hardware increases the effectiveness of the service desk, as we have all the information we need to start troubleshooting, as well as seeing a detailed history of the device.
Score 8 out of 10
Vetted Review
Verified User
As a small MSP with 4 employees, we use it across the entire organization. We use it as our centralized ticketing, configuration management, sales and marketing solution. It enforces managed processes in what would otherwise be an ad hoc IT support operation. We live by the doctrine, "if it isn't in ConnectWise, it didn't happen." With integration from our RMM partner, much of the data we use to deliver value to our clients are automatically collected and updated. And with a developing sales process, we are now growing in best practices for marketing and sales to apply the same automation principles to those disciplines that we have employed in our service delivery. I can truly say it is more than software: it is the collected and applied wisdom of well-managed service provider (ConnectWise itself) that helps us become an efficient small business.
Score 8 out of 10
Vetted Review
Verified User
ConnectWise has become the lifeblood of our organization. We initially started with ConnectWise as just a ticketing system, but over years of use it has grown to an end-to-end solution used by all levels of our organization. We use ConnectWise to handle customer contact information, ticketing, sales, configuration notes, invoicing, and more.