ConnectWise Manage Reviews

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232 Ratings
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Score 7.7 out of 100

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Reviews (1-12 of 12)

Angela Heid | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

5
Some of their support agents are really great. However, there have been several times where the support agent didn't actually answer the question I asked. On several occasions their "answer" had very little to do with the question I was asking. Also, several times the support agent didn't seem to know the system that well because they would advise me to change a setting that would impact multiple areas and they didn't warn us that would happen. Unless you ask the support agent very leading questions, they don't give warnings about those things.
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Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Support

5
They do respond and answer questions and occasionally actually help - that got 'em 5 points. They don't seem interested in our actual use cases and business needs - they are all about organizations adopting what they've deemed to be best practices and to hell with you if you have other ideas or needs.
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Jennifer Henney | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

5
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
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Brian Hopper | TrustRadius Reviewer
November 09, 2017

ConnectWise!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

8
Whenever I have an issue or a question, I can always hop on the chat and get my answer fairly quickly. They are friendly and responsive!
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Feature Scorecard Summary

Organize and prioritize service tickets (69)
7.8
Expert directory (38)
6.9
Subscription-based notifications (45)
6.1
ITSM collaboration and documentation (50)
6.2
Ticket creation and submission (69)
8.2
Ticket response (68)
8.3
External knowledge base (52)
6.6
Internal knowledge base (60)
6.2
Customer portal (63)
6.7
IVR (15)
4.5
Social integration (21)
5.2
Email support (63)
6.8
Help Desk CRM integration (59)
7.9

About ConnectWise Manage

ConnectWise Manage calls itself 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 Manage 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 Manage Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management
Self Help Community Features
Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls
Multi-Channel Help Features
Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

ConnectWise Manage Screenshots

ConnectWise Manage Integrations

QuickBooks Desktop Enterprise, QuickBooks Online, QuickBooks Desktop Pro, ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal), ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect)

ConnectWise Manage Competitors

ConnectWise Manage Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
80%
Mid-Size Companies (51-500 employees)
20%
Enterprises (> 500 employees)
0%

ConnectWise Manage Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ConnectWise Manage Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Mac
Mobile Application:Apple iOS, Android
Supported Countries:United States, Australia, New Zealand, United Kingdom
Supported Languages: English