TrustRadius
https://media.trustradius.com/product-logos/LL/8s/S8BVNTTIZJUF.PNGIt took a while to get here but...We use ConnectWise Manage in all aspects of our MSP business. It functions as our PSA/CRM and we also offer a co-managed service to some of our clients where their internal IT department can use it for their service ticket management. We had previously been using TigerPaw, which was lacking in many modern functions of other PSAs.,Automation: With a little planning and elbow grease it's possible to automate much of the day-to-day business like routing service tickets, sending SLA reminders, using tracks and templates to standardize sales and project functions, and more. Integration: Manage integrates with a large number of other products ranging from HR management to RMMs. ConnectWise also has its own suite of products to handle remote support, chat, RMM, quoting, and cloud services. Project Management: The Project module plus templates and workflows make project management organized and automated.,Support: There is no way to call and speak to a live person immediately. The quality of support completely hit-or-miss. The rule of thumb is if a support person gives you a noncommittal answer or flat out tells you no, hang up/close and call/chat again. Security at a ticket level: We would love to incorporate more of our HR functions into Manage but the inability to lock things down at a ticket level (and the lack of granularity at the service board level) makes that impossible. Email connector errors: These could be a lot more useful if they had a little more information in them.,9,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,It is much easier to plan and track time on everything at a level where we can pull really meaningful reporting to see precisely how our employees' time is spent. We've enjoyed greater operational efficiency all around since we're able to automate so many different aspects. Now we can manage our exceptions rather than having to sift through absolutely everything all the time.,ConnectWise University's courses are good with the very basics of the function of Manage but fell down when it came to using it in practice. The most helpful part of University is the Blueprints section. The forums, particularly the feature request forum, are extremely helpful. Best practices are very few and far between. For an organization just beginning to use Manage it would be helpful to see all the different ways to structure service boards.,Yes,5,Yes,We had some fits and starts and a not-so-great experience getting Manage up and running. We have been able to work with ConnectWise to get us back on track.ConnectWise Manage - Hands down the best I've ever experienced!We use ConnectWise Manage to run our entire managed services business. We use ConnectWise to invoice, purchase, ticket, schedule, dispatch, and manage our customers and more.,ConnectWise technical support staff are the best I've ever experienced in my 20+ years in IT!! CW Manage provides an MSP with all the necessary tools to run the entire business. nothing is left out. CW Manage integrations with other MSP applications is very broad. when we look for new tools we only use those that integrate and we've never had a problem finding them. CW Manage continues to improve the product. always pushing forward with new innovations!,I wish that bundled items could be added to agreement additions. I would like to see the "agr_header_recid" field added to the agreement list screen.,10,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,We have near perfect visibility into time/resouce per client We have a much higher degree of control and visibility of costs Operational efficiency has improved by roughly 33%,We regularly attend the user group sessions and have found them to be of tremendous impact to our growth, innovation and efficiency,,7,2,all of the business in one application business data is relevant and available keeps us competitive flexible fits our changing needs,keep us with employee PTO,streamline IT,10,No,Price Product Features Product Usability Product Reputation Vendor Reputation Positive Sales Experience with the Vendor,no change,No,10,Yes,exceptional support in my mind describes the connectwise support culture as a whole not just one support instance. Anyone can do an exceptional job every so often but few organizations can deliver exceptional support consistently. Connectwise sets the standard for application support!,support desk functions invoicing marketing,report writer,Yes,10,10,10,9ConnectWise!We use ConnectWise for every aspect of our business across all departments: service tickets, project management, sales tracking, time tracking, inventory, billing, etc. It allows us a centralized place to have all of our work being done and it integrates with our other ConnectWise products (Sell, Automate, Connect).,Time tracking. Integration with our other products (Sell, Automate, Connect). Workflow automation. Renewal and asset tracking.,It can be somewhat slow. It isn't the prettiest. It is better for service, not for sales. Sometimes feels too bloated because it does so much.,8,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,It allows us to be much more accurate with billing, especially from a technician standpoint. Everything is tied together and in one system, making things much easier. Dispatching is easier. Sales lead tracking is easier.,We attend IT nation and local user groups. Very beneficial.,Autotask, Kaseya IT Center and Kayako,9,8,8,8,8CW Manage is integral, but the support is waningConnectWise Manage synergizes all facets of our organization, improving efficiencies and billing. We live and die by it.,Flexibility of workflows Simple Intuitive GUI Tracking and incident documentation and communication Great user engagement,Support is sorely lacking in response time and quality of resolution. The ConnectWise team is very quick to wash their hands of issues that may involve a little more digging. Nickel and diming for extra modules. Each silo in the ConnectWise Suite seem to have no clue what the others are doing or how it affects their departments and the client base.,7,Manage Clients Manage Projects Manage Multiple Locations Manage Time Tracking and Billing Manage Scheduling and Dispatch,Greatly reduced the incidents of tickets falling through the cracks, contributing to a much higher operational efficiency Increased employee/client communication and accountability Far more visibility into issues, easier recurring incident investigation,I don't get to the user groups as much as I used to, but IT Nation remains a key conference on our schedule, primarily for networking and educational purposes. We usually bring a team.,,5,Yes,Unfortunately not, although there have been many opportunities over 10 years.Very happy with ConnectWiseIt'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.,Ticketing and engineer/tech time management is excellent Reporting for gauging utilization is good Quoting and invoicing features are vastly improved over our old system. Custom quote templates are very handy in ConnectWise Sell.,Avatax plug-in needs some work on the sell/quoting side. Does not pull client default tax info from ConnectWise Manage and that is a real nuisance. Sales and marketing reports could use some improvement. Pipeline info is hard to obtain in a useful form (hot/medium/cold is not ideal). Would like the ability to sort tickets by account manager. We have each account manager review tickets for their customers, and we cannot sort by this field and give each account manager the tickets for their clients only. Quote template editor is very crude. Harkens back to Wordstar, it's a very basic editor that should be improved.,9,Manage Clients Manage Time Tracking and Billing Manage Scheduling and Dispatch,Better visibility into engineer utilization Better reporting on time tracking Easier to prioritize tickets/issues,Still new at this, have had limited attendance at any events but we will participate in them in the future.,,7Connectwise helps coordinate our different departmentsConnectwise manage is used across the whole organization. We use it for our CRM system as well as tracking sales opportunities, projects, and time. Before Connectwise we had to use several different programs to accomplish the same thing, so this makes things easier by pulling it all together.,Dashboards to provide an overview Workflows to manage processes and send reminders Being able to tag the resources needed unique to every ticket or project Have expense reports built into the same system as time entry,The report manager is still hard to use We have the cloud version, and some days it has a lot of latency You need to purchase a separate quoting program that integrates with CW for sales,8,Manage Clients Manage Projects Manage Time Tracking and Billing Manage Scheduling and Dispatch,Better visibility between sales, engineering and management Easier to schedule people's time,We have sent individuals to IT nation to find ways to improve our use of Connectwise. We also have everything go through the training on the university as part of our new hire orientation,25,1,5ConnectWise and meConnectWise is used by all members of our company. It is used to track time, client trouble tickets, as a CRM, billing and client reporting.,For us, the number one thing is ticketing. We receive trouble tickets via emails or from our RMM. Those tickets go to our dispatch portal where we sort through them and then assign them to the right person to respond. Our sales team will use the CRM function and it does a pretty good job. You are able to track all leads and I am able to see at what stages they are at. I am also able to see where the leads are coming from to track what campaign they are associated with. Time tracking is also very important. We have a very detailed report that allows us to see where we are spending our resources. We also see how we are spending those resources in relation to what we are billing our clients.,Reporting has always been an issue. I know they have come out with new reporting features but I have not worked with them yet.,10,ConnectWise has really helped with increased employee efficiency. Staff members are able to go from one ticket to the next without having to pick and choose what they are going to do. We are able to track the time and see how much time we are spending on each clients. We are also able to see at what level of experienced engineer is spending on which task.,,10,10,10ConnectWise for MSPsConnectWise 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.,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.,9,Better data analytics to identify problematic products and services. Increased employee utilization, better resource management. The product's workflow automation allows for scalability. Directly improves customer service through the closed loop features. Indirectly improves service through reporting, which allows us to better know what we do and don't do well.,Autotask,100,2,Resource Scheduling Tracking Time against Agreements Improved resource management Better reporting on key metrics Service delivery is built on the ITIL standard,Workflows Automated alert notification letting the system tell "Freemium" clients when alerts happen, and letting the clients leverage 'Self - service" to tell us when they want us to resolve an issue. Customized reporting. Once we found we could dig into the database, we've been creating custom reports ever since. The last time I checked, I think we had around 110 custom reports.,Improve Project Management Project Surveys Leverage more automation through workflows Hopefully the Knowledge Base will improve and we can utilize it.,10,Yes,Product Features Product Usability Third-party Reviews,If we had to go through the process again, we would make the same decision to use ConnectWise, although I like to think we would have better trained our employees and better adopted best-practices.,Implemented in-house,No,Change management was a small part of the implementation and was well-handled,Encouraging the employees to adopt the best practices. Training. Understanding how data flowed from time entry to agreements to billing. It took some time to get invoicing adjusted.,7,Yes,9,Yes,We had some database issues, stemming from an update. ConnectWise support was able to identify the table corruption and work with us overnight to resolve the issue.,Ticketing Workflows Project Management,Invoicing QuickBooks Integration,Yes,9,6ConnectWise Manage - The hub of our MSP businessOur 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).,Outstanding service desk platform. Highly customizable in regards to fields, custom views, and reporting via Report Writer. Workflow Rules engine is extremely powerful for creating automation workflows; from simple things like notifying staff when a ticket is nearing an SLA Breach, to complex items like firing off a script in an RMM (Labtech/Automate) when a given action is taken on a Service Desk ticket.,Design of the application has come very far in the last couple years, but is still incomplete. A number of screens/modules still use the "old design", and we'd like to see everything ported over to the "new UI" as soon as possible. Knowledgebase module is virtually useless based on present-day standards. We rely on a separate 3rd party solution for our documentation and password management needs.,9,Manage Clients Manage Projects Manage Multiple Locations Manage SLAs Manage Time Tracking and Billing Manage Scheduling and Dispatch,Enabled accurate time billing. With Quosal/Sell integration, enabled an end-to-end solution for quoting -> approvals -> sales order -> project -> invoice.,We have sent employees to User Groups which they've felt were a positive experience for both knowledge enhancement and networking. University is used regularly/daily by staff/admins to answer virtually any question we have. We've attended multiple IT Nation events which have proven outstanding for networking, and very good for training.,,8Limited software, but generally adequateConnectWise was used by the IT Department at the organization to track help desk service requests.,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.,5,Some streamlining of help desk service requests - able to assign to team members, view progress Not ideal for providing accurate data or for invoicing,5,4,4,Tracking help desk service requests Generating invoices Client accountability,Synchronizes with Outlook account e-mail inbox,Better integration with invoicing system Better tracking of employee hours,No,N/A,Implemented in-house,N/A N/A N/A,5,No,5,No,Never used ConnectWise support.,Basic tracking of service requests Generating invoices,Updating organization contacts was very time-consuming,5
Windows, Mac
ConnectWise Manage
215 Ratings
Score 8.1 out of 101
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ConnectWise Manage Reviews

ConnectWise Manage
215 Ratings
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Score 8.1 out of 101

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Jennifer Henney profile photo
January 09, 2018

It took a while to get here but...

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 profile photo
November 09, 2017

ConnectWise!

Score 8 out of 10
Vetted Review
Verified User
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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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Angela Heid profile photo
May 18, 2017

Connectwise helps coordinate our different departments

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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Feature Scorecard Summary

Organize and prioritize service tickets (60)
8.2
Expert directory (31)
6.4
Subscription-based notifications (38)
5.7
ITSM collaboration and documentation (44)
6.1
Ticket creation and submission (60)
8.4
Ticket response (59)
8.6
External knowledge base (43)
6.8
Internal knowledge base (50)
6.7
Customer portal (56)
7.0
IVR (13)
5.3
Social integration (21)
5.8
Email support (55)
7.5
Help Desk CRM integration (50)
8.4

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