TrustRadius Insights
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
View PricingOverview
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…
Recent Reviews
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
- 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
Product Demos
Catalyst ConnectWise Manage Integration
YouTube
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
Compare with
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.
-
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
ConnectWise Manage is the core business app that runs every department of our business. The service team uses it to track issues and work tickets. The Sales team uses it to track opportunities and sales funnels. The accounting team uses it to create and process invoices. It is central to everything we do as a company.
August 29, 2019
ConnectWise is above others
Connectwise Manage is currently being used by the Managed Services side of our organization. We utilize the application to track customer communications, configurations that are pulled in through various integrations and customer contact lists. The primary role is ticket management. Our customers will submit tickets through a couple of different methods and Connectwise will then create a ticket, and track everything through that tickets completion.
August 29, 2019
Good All-In-One Solution For Simple Requirements - Not So Much For Large and/or Complex
We use ConnectWise in Sales, Professional Services, and Support. Accounting/Biz Ops is just starting to use it for invoicing. It gives us a way to track and manage opportunities, projects, service/support tickets and support agreements - including time and expenses.
April 17, 2019
ConnectWise, don't go to your office without it!
It is being used as a project management system and a ticketing system. This stretches across our entire company. Everyone in the office uses this for keeping up with what is currently happening with customers, projects, etc
January 14, 2019
ConnectWise Manage review.
ConnectWise Manage is used by our internal IT department in support of our users and retail operation centers. It is used to track and monitor open service requests for telecom, computer and other misc.
November 20, 2018
ConnectWise may require a significant investment... but you can't run your MSP without it...
ConnectWise Manage is the backbone of our IT managed service provider. We use it for ticketing, invoicing, procurement, and sales. While there is no way we could run the company without it, the product is certainly the 800lb gorilla that we have to learned to live with. Once you sign up for ConnectWise, they will try to sell you their whole suite of products, and before you know it you'll be spending more with them than you're taking home...
November 15, 2018
ConnectWise Manage was the right choice for us
We are using it to manage our contacts, companies, support tickets, RMM tickets, as well as sales and opportunities. We also use it to create timelines for projects. It allows us to have all our information in one place for tickets. We can search for configurations and contacts while inside of Manage while creating new tickets.
October 16, 2018
ConnectWise Manage - IT Company
Score 9 out of 10
Vetted Review
Verified User
This is our main managing software. We utilize for tickets, project management, procurement, and finance. It is used by the entire company and integrates with several of our softwares. It's got great audit trails and the option to email out of the program. Wonderful for keeping track of vendors, customers, prospects, etc. I mainly utilize it for its sales order, receiving, configurations, and RMA purposes.
September 24, 2018
Better manage your Clients and Time with ConnectWise Manage!
We currently use ConnectWise for all our Managed service divison's needs. We use the helpdesk ticketing system for all our MSP customers and it helps us track the time spent on each client for efficiently. It allows us create automatic replies to clients and creates an easy portal to use for back and forth discussions with the clients on specific tickets and problems. We also use ConnectWise Manage to automate our billing cycles for all our Monthly products, it significantly reduced our time spent on billing.
July 30, 2018
Do you like to be organized and have happy customers? ConnectWise Manage is the way to go!!
Currently we are using ConnectWise manage as our CRM from our IT company W3IT.
It has really helped us serve our customers better and be well organized in our tasks.
It has also helped with our sales.
Every person within our organization uses ConnectWise Manage. We use it to manage our service boards, and for contract administration, CRM, billing and inventory and procurement. As an organization, we are fully committed to using ConnectWise Manage. The Service Boards, SLAs, and configurations help keep us on top of our customer tickets. The workflows and closed-loop communication help us automate meaningful communication to our clients. The Integration with Sell and Automate makes the choice to use Manage a no-brainer.
July 27, 2018
ConnectWise Manage manages the unmanageable
We are currently using ConnectWise Manage as the primary product for managing the workflow and invoicing of all service that we provide to our managed services customers. The entire organization is utilizing this product. At a cost per licensed user that is roughly equivalent to our charge for an hour of help desk service, this product provides tremendous value and functionality for our business, allowing us to more thoroughly documents tasks and track costs throughout the customer service experience. As the CFO, it gives me the fine tuned ability to apply taxes and track costs. Our ultimate goal is to utilize the reporting functionality of the software in order to better evaluate the profitability of the various elements of our business.
Our company uses the entire ConnectWise business suite. With ConnectWise Manage we run operations with our service and sales tickets and opportunities. We also set up and run our projects from within Manage. Overall, this product is great to use and allows us to be effective in supporting our clients. I'm the service manager so managing my team and their schedules are important. I am always using the dispatch portal in conjunction with the service board. I can't speak on the financial management side of the application but I know it integrates well with Quickbooks and invoicing our clients. Overall, Manage is a powerful product and could handle every aspect of your business.
We use ConnectWise Manage to manage all client support requests as well as to track resources across our network of clients. The software enables us to easily track issues as well as document troubleshooting which, in turn, creates the opportunity to identify issue patterns so that we can make changes to how we work (or how a network is configured) to improve the experience of our end-users.
We use the ConnectWise rule of if it isn't in ConnectWise it didn't happen! I remember when we first started using ConnectWise and how our monthly revenue went up due to everything getting billed and not lost in a poor CRM we were using at the time. We require every event be put into ConnectWise even if it is not a billable event.
February 27, 2018
Good, but not for Human Resource Functions
ConnectWise (CW) is essentially our ERP system and every department in the company uses it in some form. Its main uses for us are tracking billable time for technicians, tracking job costs, burden rates and we have integrated with some other software like CW Sell. I personally can speak best to how CW works in a human resources capacity, which includes employee profiles, time sheets, PTO management, etc.
January 09, 2018
ConnectWise Suits Well in the IT Industry
We use ConnectWise Manage for our CRM and use almost all facets of it. As a sales force, we use it to keep track of our customers, targets and NBD, appointments and follow up - basically all of our sales functions, including sales tracking, quotas, etc. We use it for our projects and help desk functions, as well as our billing and procurement. ConnectWise and its features allow us to manage our specific portions of the business and keep up to date on all of our responsibilities so nothing falls through the cracks. As a salesperson, I can see what our engineers are assigned to in the Dispatch Portal, as well as the progress of our projects.
January 09, 2018
ConnectWise Manage Review
Our company has used ConnectWise Manage for over 5 years now. It is used to track all clients, configurations, billing, projects etc. Keeping all of this information in one central location is imperative for a tech company to efficiently and effectively manage all of its clients. ConnectWise Manage integrates with several other products as well and can be a true cloud-hosted product (or on-premise). It includes a smartphone version, web access, and a locally installed agent. It also provides a web portal for our clients so they can check on invoicing or project statuses.
January 09, 2018
It took a while to get here but...
We use ConnectWise Manage in all aspects of our MSP business. It functions as our PSA/CRM and we also offer a co-managed service to some of our clients where their internal IT department can use it for their service ticket management. We had previously been using TigerPaw, which was lacking in many modern functions of other PSAs.
December 11, 2017
ConnectWise Manage, The Olympic Swimming Pool of CRMs
We are currently using ConnectWise Manage as our CRM, sales, and IT service board and ticketing system. We use the ConnectWise stack of applications including Sell, Control, and Automate to bring in new clients, and connect to and manage their endpoints. Manage ties the entire stack up and provides a stable place for all of them to connect. Our primary use for ConnectWise Manage is for its ticketing system and multiple support boards for us to manage our workflows when helping clients.
December 11, 2017
ConnectWise Manage - Hands down the best I've ever experienced!
We use ConnectWise Manage to run our entire managed services business. We use ConnectWise to invoice, purchase, ticket, schedule, dispatch, and manage our customers and more.
November 20, 2017
ConnectWise - Great System - Terrible Implemenation
We use ConnectWise across our whole business to manage our sales, marketing, and service desk. This includes raising invoices and purchase orders. It also includes service incidents/faults, change requests and service requests. We are about to start managing our projects through CW as well. It's great to have a centralised repository where all our customer agreements (including signed copies of documents) can be found. This enables a smooth and effective handover from sales into delivery and then from delivery into service.
November 09, 2017
ConnectWise!
We use ConnectWise for every aspect of our business across all departments: service tickets, project management, sales tracking, time tracking, inventory, billing, etc. It allows us a centralized place to have all of our work being done and it integrates with our other ConnectWise products (Sell, Automate, Connect).
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 become the single most integral part of our business systems. It contains everything needed for our business to run effectively and efficiently. I love being able to have a single login to a very powerful system that allows me to manage employees, manage clients, interact with contacts and companies, provide accounting and record keeping. It has all the benefits we need as an MSP and more. We came from a scattered information system using multiple applications and it was challenging at times. Now that everything is working under one roof it allows us to streamline 85% of all our managed service/IT processes from beginning a service ticket all the way to billing it. I am a data-driven individual and enjoy having gobs of information and data to pour over and analyze. It really does provide a 360-degree look at your business.
October 06, 2017
Thank You, ConnectWise!
Our entire organization, a managed technology services provider, uses ConnectWise every day for all of our help desk support processes. We are required to have a highly organized system with automated workflows that helps us manage a large number of support requests from clients of a number of diverse small to medium sized businesses. ConnectWise works very well for our needs, and as the service director here, I have appreciated the ability to customize the help desk software around the needs we have to better serve our clients. Using ConnectWise, we have been able to streamline our operations and extend our support offerings.