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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
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$35.00
On Premise
Per Tech Per Month
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- No setup fee
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- 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:
-
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
(76-100 of 113)Companies can't remove reviews or game the system. Here's why
- Ticket tracking
- Opening and closing tickets
- Integration
- Reporting capabilities
- Field and reporting customization
- Custom views
- Filtering options
- Visibility
- Very static platform
- Great for tracking tickets and billable hours, needs much improvement on Sales CRM capabilities
February 14, 2017
ConnectWise Review
- Able to use your personalized web address to start a support session.
- Being able to categorize unattended machines by department, location, OS etc.
- Being able to integrate into ticket system.
- Spiceworks plugins.
- Being able to start or stop Windows services.
February 07, 2017
ConnectWise Opinions....Everyone's got one
- From a sales perspective, the reminders and follow-ups that connectwise creates are extremely helpful.
- Sales orders are extremely detailed allowing for easy reorders.
- Purchase orders allow for tracking materials and maintaining a current inventory.
- The ability to delete pods vs. minimizing pods that I never use.
- Links you click on should open in the same window vs. opening in a new tab or at least have that option.
- Different color notes for different types of notes, internal vs. external.
February 03, 2017
CoreComments
- Integration with well-established third-party vendors.
- Live chat support.
- Established as an industry leader in this space for MSP.
- Custom Report Writer is very hard to use and understand.
- Project Management modules need to be revamped. Although you can create a project, managing it is slow and clunky so it makes it hard to know what is going on.
- It would be nice to have an out of the box "Best Practice" setup configuration. It took several years of us tweaking and changing things to get things set up so that we got the built-in reports from CW to work and report revenues properly.
February 02, 2017
ConnectWise - Gotta have it
- Connectwise keeps you organized providing the tool you need in order to not have items fall through the cracks.
- Connectwise keeps you forcused on the work that you need to accomplish and provides the access to the data you need to complete your work.
- Connectwise provides reports allowing you to measure just how well you are doing.
- I would like to see it faster, while speed is adequate faster is always better.
- There have been major changes in the screens and that has been helpful. Still seems like there are some data "flow" issues that could be optimized.
- I personally would like to see a "library" of configurations that can be used. I have used some from Marketplace but it feels like this could be standardized much more.
October 03, 2016
ConnectWise, the Lamborghini of CRM; Get addicted to drive
- CRM
- Billing
- Sales
- Service orders
- Documentation
- Ticket management. This is where the bulk of our service work is created, tracked and closed out for invoicing.
- Agreement management. Automated billing of contracted services, lets us see what we are doing, and compare cost vs. invoicing to determine profitability of the service and the clients.
- Time tracking. We do payroll out of ConnectWise too and we can see what that time was spent on by employees.
- The project management piece is a little clunky and it is hard to collaborate with third parties using just the build in PM tools.
- Some service agreements with some third parties are particularly troublesome, but this is probably more due to the third party and the way they transmit info than anything else.
- The customer portal leaves a lot to be desired.
September 13, 2016
ConnectWise isn't just for SMB
- The ticketing module is one of the best on the market.
- There is a good amount of customization that can be done out of the box with no programming experience or staff needed.
- ConnectWise is one of the best vendors I have ever worked with. Their staff truly cares and works to integrate with their partners at all levels.
- The database is very "clean" and well organized allowing one to do extensive reporting without extensive research or knowledge.
- While ConnectWise offers solutions to manage all aspects of your business, they aren't all best in class. (it's a best in suite solution). The marketing module is a good example of where time could be spent to provide addl. functionality, although that is something they're actively doing.
- Because ConnectWise offers SO much - I would strongly recommend a SME on-staff to make the most of the program. Changes in one "area" may inadvertently affect another.
- Their "email connector" for the ticketing does leave a bit to be desired. While the ticketing module itself is leading, their peers seem to have built out or expanded on the email intelligence.
- Connectwise if very good at workflow and process management. You can create process and paths in your organization which then are executed with consistency and excellence.
- They have a really good API so we can leverage integration with our other vendors for automation in monitoring, management, billing, etc.
- Connectwise has an amazing online forum and community meetings. The best practice sharing and help you can get is unbelievable.
- They have an excellent online university for training my staff.
- They do a great job in helping me with my billing. Our monthly agreement billing can be done in minutes instead of hours and days.
- They have some great new tools coming out for cloud management and change management. They are very innovative.
- The IT Nation show they do every year in Florida is the most amazing industry event you can attend.
- For IT providers with multiple locations and over 50 employees, the permission setup is more difficult than it should be.
August 05, 2016
Connectwise Ticketing and More
- The ticketing system is awesome. It keeps us on track with our work. The ability to share information is very useful.
- Communication with clients is easy and putting the job into a waiting client input status lets us easily see ticket updates.
- Support is excellent. If you have an issue they are on chat immediately and if needed it gets escalated to a higher level.
- Connectwise can be overwhelming to use. There are so many features it can be a daunting task to determine and implement everything you need.
- The configurations are helpful but could use some improvement.
- Integration with other programs. We are in Canada and Accounting Integration is limited. It forces you to use one product or purchase additional Apps for a monthly fee.
August 04, 2016
Workplace IT Review
- Service Desk Ticket System - Keeps track of all communications between techs and end users. All the details are known from a company level vs. needing to ask techs what they have in their email box.
- Dispatch Portal - We use this to dispatch all work to techs and know who is working on what at what time.
- Agreement or Contract Management - Techs don't need to know when users call or email in whether something is or is not covered. They can concentrate on the users' experience - getting help and working with them to solve technology problems.
- Project Management - We run all projects through the ConnectWise project management module to keep track of all phases, tickets and tasks. We have a lot of templates created so we can apply them based on needs.
- Invoicing - We invoice all of our clients from ConnectWise. We email all invoices to the client and then sync the invoices to QuickBooks for accounting to process receivables.
- Configurations - Configurations are used to document your clients information. We can document all devices on the network which is synced from our RMM tool. When a device is added to the monitoring system, the device is then auto created within a few seconds in ConnectWise. Configurations are also used to document everything about the client from accounts, vendors, applications, backup types, domain registrations, and phone systems.
- Chat - We use ConnectWise chat system on a limited use and hope this will take off in the near future.
- Overall ConnectWise keeps all stakeholders accountable from clients, techs, internal management, and owners.
- ConnectWise is a good listener to the partners. We are involved at a level to give good feedback on new enhancements and items that need to be fixed.
- Client Portal needs a major upgrade to the interface and usability.
- Chat - Needs work done to make it a great product. Really need to make the use of the portal and chat together. We have been part of the first roll out and adoption has been very difficult with end users. The cost is also something that needs to change as we had remote control within chat and now with that going to ScreenConnect, 50-75% of the functionality moved to a new product that we have to pay for thus, chat should go down in price since functionality is removed. I have tried to express this many times.
- While more of ConnectWise is going to the web interface, I would like them to continue stay with an application based interface. I've been there with a web based interface and it's not a great place to be.
- ConnectWise Management - I manage the ConnectWise system and the overall setup grows each year. You can't really implement everything at once. You need to implement parts at a time to really understand how things work.
August 03, 2016
If it is not in ConnectWise it didn't happen!
- Tracks Time.
- Creates accountability.
- Guarantees follow through.
- Establishes Metrics.
- The dispatch portal needs work.
- Ticket speed still needs improvement.
- Resource handling on Activities is poor at best.
- Ease of communication between teammates and departments.
- Customization of screens allows for each user and department to build out their ideal version of operating within the system.
- Automation via work flows and tracks saves times and prevents steps from being overlooked or forgotten.
- The mobile app is clunky.
- Users must pay for the mobile app - a feature most other software provides for free when you already have a subscription.
- Reporting features are still slightly tricky when building custom reports.
- Service Ticketing- Intuitive interface provides time tracking, service details, inter-relational references to configuration, agreements as well as a concise audit trail of associated activities.
- Workflow Rules- Flexible workflow rule creation allows for auto-functional event based activity such as resource assignment, board moves, email notifications and more for service ticketing, configurations and agreements. This is useful for service tickling as well as important event notification such as impending warranty and agreement expirations
- CRM- The CRM aspect is not the strongest element of ConnectWise and could use improvement in both functionality and performance. Time outs are experienced on several database queries within this module which often frustrates our CRM users.
December 29, 2015
ConnectWise MSP
Score 9 out of 10
Vetted Review
Verified User
- ConnectWise is a great ticketing system with excellent communication tools.
- When fully implemented, ConnectWise can significantly cut down on the number of 'floating emails' between customers and staff members.
- Creates accountability loops internally and with customers.
- Calendar Sync does not function as advertised. Also doesn't take account of time zones.
- Customer support on 'simple' issues is great, problems that need to work their way through the full support process can take weeks to resolve.
- There are many undocumented tips and tricks that get picked up via word of mouth or experience. this makes training very difficult.
- Does not handle project costing, Purchase price variance or track freight costs.
- Lacks a functioning mechanism for working with sub-contractors (outside providing them with paid licenses)
November 16, 2015
ConnectWise for MSPs
- Agreement billing is easy with correct work role and work type configurations, giving you the ability to streamline your billing process, but also the flexibility to easily address your clients with unique billing arrangements.
- Workflows can be configured to alert anyone in your team to exception-conditions. Expiring agreement in 3 months? Warranty expiration in 45 days? Negative survey? Missed SLA? Emergency tickets? Not a problem with Connectwise's workflows.
- Product integration allows for better alerting, with improved ticket categorization for data analytics.
- Outside Sales benefits from improved reporting helping you determine what is and is not working, track your sales quotas and project your growth based on successful sales.
- Inside Sales benefits from streamlined quote creation and delivery, activity and ticket tracking all while delivering key sales metrics.
- New GUI Reporting interface allows SQL-novices to drag and drop fields to make the reports that are meaningful to you.
- Knowledge Base is weak.
- The ability to send Project surveys is limited to tickets within the Project, but not the project itself.
- The current release cycle is very aggressive. Be prepared to update the program every 30 (or fewer) days.
- The program's flexibility can be a weakness, so you will need to educate your team. ConnectWise University is a great resource - use it.
November 11, 2015
Connectwise - A solid PSA tool
- Wide breadth of functionality.
- Service ticketing module is mature.
- Project management module adequate for SMB space.
- Change management functionality should be added to the product.
- Ad-hoc reporting should be easier for the end user to manage.
- Sales management functionality should be improved upon.
October 21, 2015
Connectwise for MSP's. A services management perspective.
Score 8 out of 10
Vetted Review
Verified User
- ITIL based strategy. Helping blossoming MSP's become successful with user Videos and guidance
- Partnering with other companies and products.
- Providing valuable and relative content online and at IT nation.
- Great Staff to support the product
- Investing time into freshening up the interface and training programs
- Reporting is painful, you must have experience with SQL to provide any sort of meaningful reporting. *Note: This has been addressed with some new reporting functionality within the program*
- Additional charge for mobile versions, given the nature of the software and what it is for, this should be included
- Automatic templates should be easier to populate. i.e. you should be able to have custom fields at the root. or be able to populate questions in detail description on every ticket without entering type, subtype, item or going to the templates, entering a subject line and saving just to blow away the information already gathered.
- Updates to software can cause issues with existing functions.
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
- Service Request Managment
- Workflow Automation
- Service Management Integrations
- Agreement Managment
- Operational Finance Management and Integration
- CRM
- Project Management - It's good enough, but needs improvement.
- Email Connector - While it works 100% of the time, there are fundamental issues with the way that it handles emails. Rule of thumb for me: If you have to train the users your supporting to use your system, it's too complicated or not ready to support them.
- Calendar Sync - Since a calendar invitation has no way of knowing who you made an appointment with in your calendar, it syncs it as a generic activity. However, the ability to manage your calendar in concert with invitations from within ConnectWise is conspicuously missing.
March 28, 2015
ConnectWise 2015.2
- Automation/workflow from Opportunities to Sales Orders/Projects to Purchasing/Invoicing
- Contracts/Agreements coverage/Renewal/workflows for expiring contracts
- Inventory
- RMA Process
- Workflow rules for Progress Invoicing. When we need to invoice a customer in stages based on what is completed and not have on the "invoicing" tab until it is closed.
- More sections for internal notes for Finance/Admin. Like on the Finance Screen for Projects would be nice to have a Note Section for when Change orders happen or dollars change. Would like to see the history.
March 27, 2015
The best PSA for small managed service providers
- Best ticketing system for small MSP
- Excellent procurement module
- Very good accounts receivable
- Better Project management capabilities
March 24, 2015
ConnectWise
Score 9 out of 10
Vetted Review
Verified User
- Problem ticket management - used to manage reactive and proactive tickets.
- Time management - allowed for very in depth time records.
- Configuration management - integrated with our monitoring software to import discovered items into the CMDB.
- Would like to see more options for customer support when it's necessary to escalate an issue or question.
March 13, 2015
Connectwise is a great partner
- Nobody markets their product better - events, tutorials, branding.
- Form a sense of community amongst their users.
- Make it easy to partner with them.
- More investment in APIs.
- Work to make it more user friendly for certain verticals.
March 13, 2015
Connectwise keeps moving forward
- Time Tracking / billable hours
- Project Management
- Expenses
- Quoting function
March 11, 2015
A quick ConnectWise review
- The ability to audit tickets for changes made has been a key feature when looking to determine if a ticket status was changed pre-maturely by mistake or if it was closed due to lack of response from a client.
- The improvements to the Knowledge Base search have been a great improvement in tracking down necessary information when techs need to deal with or respond to complaints about known issues due to 3rd Party Vendors.
- Training has always been a strong feature in ConnectWise. The ConnectWise University is a great resource for training new users how to use CW and finding information on making changes to the system.
- The Google calendar sync needs to have better integration, and there needs to be a faster response time when the connection is broken.
- Connectivity and speed can be lacking, there are times where the system is too slow for tech to be able to access information and update tickets.
- The system is still missing the ability to add individuals CC'd to a ticket when the ticket is generated by e-mail. The only way we know if there are additional individuals cc'd is to open the original email and only do that if other people are mentioned in the ticket.