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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)4.747%
- Customer portal (74)4.242%
- Ticket creation and submission (82)3.737%
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 5.5.
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
(374)
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
(76-100 of 113)Companies can't remove reviews or game the system. Here's why
We use ConnectWise as our Sales CRM. It hosts our customer, company, sales activity and sales opportunity data. We are a technology service provider and also use it for our engineering tickets, which track billable engineered hours that are then billed to our customers. We also use the platforms to view, track and complete request tickets we receive from customers.
February 14, 2017
ConnectWise Review
Connectwise is being used throughout the agency as a remote management software that solves the problem of having to travel to a site if a computer is having any issues.
February 07, 2017
ConnectWise Opinions....Everyone's got one
Connectwise is used daily by our entire commercial department. Connectwise allows each user to stay connected and informed about client information and maintain an organized work day.
February 03, 2017
CoreComments
We use ConnectWise (CW) to create and manage tickets, opportunities, sales orders, purchase orders, receiving, and contact management. We also integrate it with a number of third-party solutions to pull those systems into a single console. It is used as our primary tool to track and manage all service and sales across the organization.
February 02, 2017
ConnectWise - Gotta have it
We utilize Connectwise throughout the organization. At this point the only part we don't use is the accounting. We appreciate the efficiency of having to only enter data once.
October 03, 2016
ConnectWise, the Lamborghini of CRM; Get addicted to drive
Very simply - If its not in ConnectWise, it didn't happen. ConnectWise is our single most important tool to register, keep and maintain our client information. Everything we do for a client is recorded in ConnectWise (sales, billing, repairs, documentation, communication).
Our entire organization uses ConnectWise. We have 2 business units, Managed Services and Insurance Billing (Revenue Cycle Management) for medical practices. We log all activities in ConnectWise to address a number of business problems.
1. Record time spent against clients. This allows us to understand profitability per client and have a record of actions taken. This is primarily in Service Tickets and Projects.
2. Track assets for Managed Services Clients and associate those assets w/ service tickets.
3. Knowledge Base to help speed resolution of future service issues. To be fair, we supplement this function with another product too, but link to that product from within the assets in ConnectWise.
4. Service billing. We track and invoice service agreements and service tickets out of ConnectWise.
5. CRM and Sales. Contacts, company info, sales leads and sales process management.
6. Integrates with our RMM tool, Labtech and other monitoring tools to automatically open tickets based upon alerts or thresholds being met.
September 13, 2016
ConnectWise isn't just for SMB
ConnectWise is a full business management system beginning with CRM and leads/opportunities into sales orders and procurement into billing. (you will still need a full accounting package but it will likely speak with it out of the box). It provides time tracking, expense tracking, service desk management, project management, configuration management, and on-going marketing. Different departments within our company leverage different aspects of these systems.
We use Connectwise in all aspects of our business. We use it as a support ticketing system, documentation tool, sales management, marketing, invoicing, workflow automation, process documentation tool, quoting, inventory management, procurement, AR, etc.
August 05, 2016
Connectwise Ticketing and More
Connectwise is being used across our organization. Using it has helped to organize workflow and captured time lost. In turn this has increased revenue. More recently we have started using the Sales modules allowing us to provide and follow up with existing clients as well as prospects. Overall we have had a great experience with Connectwise and would recommend it. Even to our competitors.
August 04, 2016
Workplace IT Review
We use ConnectWise company wide. We are a managed service provider and provide end user support of the technology. We use it for the help desk ticket system and also for project management. We also use as an internal management system for our business processes. We do all our invoicing from ConnectWise. Everything we pretty much do is through ConnectWise.
August 03, 2016
If it is not in ConnectWise it didn't happen!
We run all business functions through ConnectWise. We use ConnectWise as our ticketing system for all service needs. If it is not in ConnectWise it didn't happen.
Connectwise is used across our entire company- from sales and marketing, to finance, to our engineers. To date, it is the most critical line of business software used in our company. Our day-to-day operations are dependent on Connectwise.
We currently use ConnectWise as the central service, ticketing, time keeping, billing\invoicing, configuration, project and opportunity management product across our entire organization. Most recently we are adopting use of the reporting and dashboarding functionality added in v2015.
As an all in one product, ConnectWise facilitates the ease of maintaining both historical and relational information for our customer delivery from opportunity origination through billing. Having a unified database which contains information regarding the various aspects of our company also provides easier retrieval of the BI we need to successfully maintain and grow our business.
December 29, 2015
ConnectWise MSP
Score 9 out of 10
Vetted Review
Verified User
We are a growing business in a growing industry, and we found that we were lacking a central locations for our sensitive billing information. ConnectWise is our primary platform for all service ticketing, issue tracking, purchasing, invoicing, CRM and time/expense management. It is implemented across our entire organization.
November 16, 2015
ConnectWise for MSPs
ConnectWise has the unique ability to tie together all people and processes within our organization, making it an essential tool for everyone in our organization. From service to sales to finance to product integration, ConnectWise is designed to weave all of these disparate silos together into a centralized, meaningful way. Many of the products and services we use, tie directly into ConnectWise, making alerting, ticketing and billing a snap. With scheduling, time entry, ticket tracking and workflow automation features, not only is invoicing is more efficient than ever but the product has been designed to be scalable to grow with your organization.
November 11, 2015
Connectwise - A solid PSA tool
Connectwise is the professional services automation (PSA) tool used by my company to run the business day to day. The tool is used for invoicing, project management, ticket management and procurement (with Quosal integration in place).
October 21, 2015
Connectwise for MSP's. A services management perspective.
Score 8 out of 10
Vetted Review
Verified User
Connectwise is being used throughout our organization from sales opportunities and project tracking to service tickets, client documentation and financial reporting
August 19, 2015
ConnectWise: The closest thing to a silver bullet for IT Service operations management
Score 9 out of 10
Vetted Review
Verified User
In many ways, ConnectWise is the lifeblood of our organization. It allows the various divisions to function in unison. From finance to procurement and from sales to service, ConnectWise keeps everyone on the same page while at the same time automating many mundane tasks and helping to hold everyone accountable.
March 28, 2015
ConnectWise 2015.2
ConnectWise is used across the entire company and plays major role in project managing, accounting, agreements, purchasing, invoicing etc. I often use their saying, "if its not in ConnectWise, it doesn't exist". It is crucial for our techs to enter all time/expenses in a timely manner for project/service billing and for our sales reps to keep track of customer and all sales/opportunities which also helps management with projecting sales and budgeting. It is our "go to" system for the entire company. ConnectWise once setup properly eases things on accounting/finance since it is required that everyone enter time/expenses in a TIMELY manner and helps tremendously with keeping track of agreements expiring and invoicing. ConnectWise can be pretty automated for reminders and action items but it is all about the setup, which can be daunting at the beginning and it definitely takes a team to work out how you want things to work. It's a great tool but as with anything it requires constant upkeep and daily monitoring to be most accurate and functional. Everyone really needs to do the ConnectWise University to get familiar with how things work. You can guess but you will probably not get the full knowledge of what it can do! My favorite part is that if I think of something or need something done in ConnectWise that might make it work better for us, we can always contact them and they will work it in the next upgrade/version.
March 27, 2015
The best PSA for small managed service providers
It is our main PSA. It is used as ticketing system, marketing and sales and procurement
March 24, 2015
ConnectWise
Score 9 out of 10
Vetted Review
Verified User
ConnectWise is used as the primary ticketing system for our IT services provider. The provider is also leveraging the functionality of ConnectWise to serve as it's Configuration Management System and to track and organize projects. It is used across the organization, from the managed services department to the sales and project departments.
March 13, 2015
Connectwise is a great partner
We partnered with ConnectWise and worked APIs to grow an even deeper partnership to help our mutual partners.
March 13, 2015
Connectwise keeps moving forward
ConnectWise is being used by all business departments across the company. It allows everything to be managed from a single pane of glass. All information is available from projects, delivery, time sheets, quotes, sales opportunities, etc. Upper management also use the information gathered for metrics for business decisions.
March 11, 2015
A quick ConnectWise review
We are a Managed Service Provider and use ConnectWise across our entire organization. We support the IT needs of clients across the New York Metro area.