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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
(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 manage is used across multiple departments. Initially, we only migrated single elements (service desk) and later on, we were able to switch other departments to it too. Additionally, after buying another company out, their processes were integrated into ConnectWise too, unifying the processes across the organization.
September 28, 2017
ConnectWise Saves the Day
ConnectWise takes care of all of our operations serving as an ERP program for our IT service practice. It handles help desk ticketing, project planning, sales and invoicing. It allowed us to finally get a handle on tracking the time of our staff without overburdening them in the process.
September 18, 2017
ConnectWise Review
We use ConnectWise across our entire organization. It allows critical customer communication between all departments. And, we are able to manage tasks and projects associated with each client.
September 18, 2017
Connectwise is Perfect!
The whole organization uses Connectwise. We use it for tracking tickets with clients and to allocate time and resources spent on fixing those tickets. We use it for project management and to track resources spent on those projects. We also use it to manage client PC/network inventory.
September 14, 2017
ConnectWise - a great PSA for a services organization
ConnectWise is our main LOB application. It allows us to have a single point of control for all technical, project, support and sales activities. Every employee is required to use ConnectWise as part of their job. We run by the motto of 'If it is not in ConnectWise, it didn't happen'.
We use ConnectWise as our PSA tool and track all client activities for sales and service.
September 08, 2017
Our ConnectWise Experience
We use it in our help desk and service department. Dymin Systems is an MSP and telecommunications company. ConnectWise is our ticketing system, quoting system, and all around business platform for our clients. The CRM works very well and integrates into our RMM and other software seamlessly. Most of the troubles we have encountered were just learning curves. This platform is very customizable and robust.
September 08, 2017
ConnectWise Manage At a Glance
ConnectWise Manage is being used by the whole organization. It addresses, service tickets, billing, projects, campaignes, etc.
September 07, 2017
CW Manage is integral, but the support is waning
ConnectWise Manage synergizes all facets of our organization, improving efficiencies and billing. We live and die by it.
August 15, 2017
Very happy with ConnectWise
It's being used across the whole organization. It runs all of our ticketing and invoicing and pairs with ConnectWise Sell to do all quoting. [We are] Beginning to use for marketing, still exploring that.
We have been using Connectwise since 2004 and use it in every aspect of our operation across all departments. We use it for ticket management, project management, sales tracking, T&M and agreement invoicing, client communication and asset tracking. We also use Streamline IT for clients with their own in-house IT departments. The only feature we do not use is the product procurement module.
July 24, 2017
ConnectWise is your tool if you are an MSP
We use ConnectWise as the primary tool to run our entire organization. It is invaluable as a tool and we have put considerable resources into developing and customizing the product. If you are an MSP, this and LabTech (both owned by the same company) are your tools.
July 21, 2017
ConnectWise Manage is Simply the Best for MSPs
We use ConnectWise Manage for our help desk ticketing system in interacting with our customers, invoicing, time sheets, calendars, marketing and sales tracking, sending out monthly newsletters; we recently integrated with an app that tracks our phone calls and attaches to our tickets. Our entire organization uses ConnectWise, from Training to the Help Desk to Sales and Marketing.
July 20, 2017
The Good and Bad of Connectwise
We are a MSP. We use ConnectWise to manage all our clients, projects, agreements and billing. It is used by everyone in our company. There are many benefits, notably that all data is in one place. The issues we have are with the billing, ease of search, and billing projects that are fixed fee. Also, if we could separate items on an agreement from a true product sold, that would make search simpler. I have also had a recent issues with getting taxing information back to me on our monthly billing. It has been over 6 months.
July 14, 2017
Three year user
As an MSP, our organization uses ConnectWise Manage for all of our day-to-day activities, including customer support tickets, time management, contracts, billing, and inventory.
July 11, 2017
My ConnectWise Experience
We use Connectwise Manage as a ticketing system for our helpdesk, as well as using it to track inventory for our clients. Every employee in our company uses it for one purpose or another. It really helps us by having a centralized database for all of our inventory data as well as timekeeping aspects.
May 25, 2017
The best investment I ever made in my business
Score 10 out of 10
Vetted Review
Verified User
We used ConnectWise at The Uptime Group across the whole organization. Prior to ConnectWise, we were running the business off silos of chaos. ConnectWise connected our business end-to-end and created efficiencies that were impossible without some kind of PSA solution. We had been severely limited in the amount of business we could bill, maxing out at about $10,000/month, and overnight, we we able to start generating $30,000+/month in revenue. We grew from there.
May 19, 2017
ConnectWise Manage - The hub of our MSP business
Our entire organization uses Connectwise Manage. It acts as our CRM platform, Service Desk (ticketing) platform, Invoicing platform, Project Management platform and includes Office 365 billing automation and management features (CloudConsole).
May 05, 2017
ConnectWise Review
MCPc uses ConnectWise across just about every area of the business including:
- Marketing
- Sales
- Pre-Sales
- Project Management
- Service Desk
- Invoice and Billing
- Managed Services
April 24, 2017
ConnectWise Manage fan!
We are a managed service provider. ConnectWise is the primary tool that we use to manage our clients / tickets / time / purchases / sales. Everyone in our organization uses ConnectWise on a daily basis.
We primarily use it as a ticketing system. [We] tried the CRM/Sales funnel but did not like the interface. Our biggest complaint is the project vs. problem tickets. It is cumbersome to check both queues, and for that reason, our techs have asked us to deploy/search for a project management tool outside of ConnectWise.
We use Connectwise Manage throughout our entire organization. It is particularly effective for managing and tracking client issues and we receive the most value of the program in our operations department.
March 24, 2017
ConnectWise: A Love Hate Relationship
At Transformyx, we use ConnectWise to manage almost all aspects of our business from quote creation and contract management to service tickets. Our entire team can gain access to a wide array of information about our clients, our business processes and metrics. The only component of our business that isn't covered in ConnectWise is our General Ledger, payroll and payables which is being supported through QuickBooks Enterprise.
March 17, 2017
ConnectWise runs our business
We are an IT consulting firm and ConnectWise is the core application that we provide service on. We use it to track tickets, Organization/User data, Assets, Quoting, and invoicing for 300+ clients in SE Wisconsin. We follow the ConnectWise mantra "If it's not in ConnectWise, it didn't happen"
March 16, 2017
ConnectWise and me
ConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.