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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
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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% |
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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.
-
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
- Marketing campaigns are well organized and easy to track and see other employees involvement.
- Client lists with the decision maker are very organized and it's easy to target the right contact.
- Writing notes in ConnectWise is a great way to make sure everyone sees what the last person did.
- Can be difficult to learn at first.
- Would be a cool feature to track marketing emails in ConnectWise.
- Would be nice to have emails in ConnectWise that look more professional like ExpressPigeon.
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
- It allowed us to more effectively measure the profitability of our service engagement and quickly identify offerings that were losing money.
- It enabled us to become more effective marketers by making it easier to segment our customer and prospect databases by type and interest
- It allowed us to create workflows that made project hand-offs from sales to service almost seamless
- Running reports and analyzing data became much easier
- It gave us much better visibility into the sales pipeline and stuck opportunities.
- The user interface felt a bit antiquated compared to other CRM systems I've used, like Salesforce.
December 16, 2014
A case study in ConnectWise
Score 7 out of 10
Vetted Review
Verified User
- Workflow Automation was probably the most useful, but limited in its application. Once you had it working as you wanted, it would run forever.
- Clear and easy to understand flow for ticketing. While you are not able to change the layout of the ticket form, once you got used to it, it mapped nicely to the call flow.
- Rich data mining and reporting, if you did the work to enter in all your data.
- Time Keeping was designed by an accountant, not an engineer. The number of clicks needed to move time was painful at times.
- Up front administrative and management time was significant. Frequently having to devote 8 to 16 hours a week, just clicking through screens to ensure time, tickets, billing, and invoicing were correct before allowing the automation to kick in and send out bills was hard to justify at times.
- Workflow automation was great, once you figured out how to do what you wanted inside the thought process of ConnectWise. Some fields you would expect to be available as triggers were simply not a selection. Complicating matters was having to create a single thread per potential trigger, quickly became bloated when you had to add nested workflow.
- Frequent product updates, frequently having to drop out of the product and clear your cache, made the product unwieldy. The web version did alleviate this and improved speed.
April 12, 2014
ConnectWise Review
Score 6 out of 10
Vetted Review
Verified User
- ConnectWise allows us to efficiently manage customer issues through the ticketing system, track and update remotely.
- ConnectWise allows us to effectively manage a sales funnel and track sales activities to help us plan and run our business.
- The Project Management module allows us to manage billable resources to the task level giving us efficient resource utilization.
- The user interface is a little 'clunky' at times, position of information on the same screen or multiple screens can be a little cumbersome.
- Reporting has been challenging at best, i recommend using Microsoft SQL Reporting services and hiring a SQL Report Writer to get what you need.
- Mobile integration is still not flexible enough for my teams usage needs.
- Marketing module section is very basic and simply does not do what we need for our business.
April 10, 2014
ConnectWise User - Good but could be better.
Score 7 out of 10
Vetted Review
Verified User
- Order Processing
- Pipeline Reporting
- Activity Tracking
- Mobile Application is lacking functionality
- Marketing Tools are not very intuitive. Could be developed more.
- Time tracking requires manual input each week. Templates would be helpful.
April 10, 2014
From A Sales Perspective
Score 10 out of 10
Vetted Review
Verified User
- It had excellent training modules.
- Integrated sales & equipment tracking.
- It was very user friendly.
- There really was no "bumps in the road". The product was great. My only suggestion is to make the training modules a little easier to access remotely.
April 09, 2014
ConnectWise - The Good, The Bad and The Ugly!
Score 8 out of 10
Vetted Review
Verified User
- Tracking service activities across the client base...using Quickbooks or spreadsheets is very cumbersome.
- Connection to MSP tools and partners...open API integration
- The fact that it encompasses all aspects of running the business, with the exception of receiving client payments in one application is super efficient. There are others out there but CW is the Cadillac of PSA systems.
- They went from updating the software several times throughout the year to very frequently and I believe that has created a greater need for very frequent bug fixes. Time consuming on our part dealing with broken functionality and then continually installing patches.
- Support costs are very high...honestly seems like the constant patching makes maintaining an active service contract in place.
April 08, 2014
Your CRM Sucks - Why You Should Be Using ConnectWise
Score 9 out of 10
Vetted Review
Verified User
- ConnectWise integrates with Outlook, which syncs with our mobile devices, ensuring our calendars are always clean and accurate.
- ConnectWise offers every tool you could imagine from financing to dispatching to sales and procurement. It all works together in a really great way.
- ConnectWise helps me with procurement by integrating all parts of the machine into one package that seamlessly transitions from opportunity to sales order to purchase order.
- ConnectWise could use a graphical refresh. The interface has a very 90's feel to it.
- Updates have been hit or miss for us. There was a massive memory leak in 2013.4 that slowed many of us down, but we were able to work around it.
- Training materials/videos can be kind of cheesy, but it's all in good fun.
April 08, 2014
ConnectWise
Score 9 out of 10
Vetted Review
Verified User
- Customization. ConnectWise is very flexible and can be customized to match your company's current workflow.
- Workflow. ConnectWise has very flexible and powerful Workflow Rules which allow automated processes to run at scheduled intervals. The possibilities for this power are limited only by your imagination.
- Change Management. There needs to be some foundation for Change Management. It's simply missing in ConnectWise.
- It would be nice if ConnectWise Mobile had functionality for Managers. The Mobile function works well for individual contributors, but there isn't a good way to look at multiple Service Boards for instance in the mobile platform.
- Reports. It would be nice to have a custom report builder. There are a lot of ConnectWise reports and there's usually one that ALMOST has what you need, so the ability to build your own reports easily out-of-the-box would be nice.
April 07, 2014
Limited software, but generally adequate
Score 5 out of 10
Vetted Review
Verified User
- Provides automated status updates to clients.
- Generates invoices.
- Generates reports on hours spent resolving client issues.
- I was never able to get an "online"/remote version of ConnectWise to work for me.
- Not sure if it was able to synchronize with list of contacts, but that would have been nice.
- If users didn't properly log hours or status, there was no way for ConnectWise to be able to provide that information.
April 05, 2014
ConnectWise from a Service Delivery Perspective
Score 10 out of 10
Vetted Review
Verified User
- ConnectWise allows for extremely granular detail for documentation of client environments. Photos/diagrams can be attached to further supplement the text input fields.
- Seamless integration between CW and MS Outlook is priceless. Scheduled tasks in CW block out Outlook Calendar times, and alert technicians when their next task is due.
- Kaseya, our other primary software, populates ConnectWise with information from workstations out in the field. Not only does it create configuration items, but it also updates those automatically with the machine audits that are conducted by the software, making ConnectWise the go-to software for all information about client environments.
- It would be beneficial if attachments within ConnectWise could be opened by the software itself. An example is, a client emails in a screenshot of the error they're having. CW will not have a placeholder mark or any indication that there is an attachment. One needs to download and open the originating email in order to see the attachment/contents
- Similar to the first point, items that are attached to configurations such as PDFs, photos, and diagrams, need to be downloaded and opened on the computer. Technicians in the field who jump on to CW at a client site may not be able to access the needed information since the workstation they're utilizing may not have the appropriate software installed. A built-in previewer for even just PDF or JPG would save time.
- My most requested feature for CW to implement would be a way to clearly denote VIP or C-Suite clients within the system, so that dispatchers are made immediately made aware that this user is to be dealt with accordingly.
Score 8 out of 10
Vetted Review
Verified User
- Service desk management is the primary value proposition. Even a small IT provider can greatly enhance their service delivery. This is achieved through the email connector technology that routes inbound mail (e.g. help@youritcompany.com) to a service board. Ideally there is a person who "owns" the board (a dispatcher). No service request need be lost or ignored with this system.
- Configuration management, particularly with the integration with a remote monitoring and management partner, is very useful. It shows a level of care to our client since we can know details about their system as it pertains to any active tickets. Is the warranty expired? We can look that up. System status? Absolutely! It is a professional level of IT management done remotely and makes us look like we know what we're doing.
- Maturity management. What I mean is that ConnectWise (as Arnie will say) is not merely software. When using the full breadth of resources from ConnectWise University, a growing IT service provider can truly be a professional service provider and deliver a consistently superior service when accelerated by the process automation of the entire solution.
- Marketing and sales for IT providers is greatly enhanced with the integration of ConnectWise. From the first introduction to client on boarding, ConnectWise is a powerful and unifying solution to put a company's best foot forward.
- Until recently, the software performance was a real struggle. There have been recent improvements, but the interface is clunky, sometimes ugly, and non-intuitive.
- Limited Apple Mac support - no native client yet. Browser support is improved with the most recent version, but it can stand more enhancement.
- I would love to see Office 365 and/or SharePoint integration. There is some documentation capability, but searching and managing documents can be a real pain.
Score 8 out of 10
Vetted Review
Verified User
- Ticketing - ConnectWise excels here. Customers can update tickets through a web portal, or via email. Technicians can send an email directly from the ticket. Customer configurations are right at your fingertips, and timekeeping is handled right from the ticket. Workflows and escalation rules can help keep tickets on track, and custom views help pick out the ones that have gotten off track quickly.
- Sales - Sales opportunities can be tracked and scheduled through every step of the process, and ConnectWise integrates with quoting software like QuoteWerks extremely well.
- Project Management - ConnectWise has one of the more robust project management modules compared to other software packages I've seen.
- Document and file management - You can attach documents or files at many different levels, however the management is basic. For example, you can attach a license document to a company, or a router config backup can be attached to a configuration. However, if you use this feature a lot, it can get out of hand quickly.
- Configurations - I would love to see some improvement in this area - both in terms of default templates, and the way in which you can pull data from configurations. Short of writing your own report, it is difficult to concatenate information from multiple configurations. ConnectWise uses a Parent/Child concept when connecting multiple configurations together, which isn't always intuitive.
- Knowledge Base - ConnectWise has a knowledge base feature that is essentially a glorified service ticket search. While you can add Knowledge Base articles, the process isn't simple enough for most of our engineers to bother using.