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ConnectWise PSA

ConnectWise PSA
Formerly ConnectWise Manage

Overview

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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Learn from top reviewers

Hindsight! Avoid ConnectWise products if you value your time and sanity.

Rating: 1 out of 10
July 6, 2023
Vetted ReviewVerified User
Knowing what I know now, I would not have made the switch. Certainly the software is robust but it is antiquated and their third party trainers are not nearly as knowledgeable...
Continue reading
Verified user
Manager
ConnectWise PSA1 year of experience

Buyer beware, its no wonder there is no trial period on this product.

Rating: 1 out of 10
November 1, 2022
Vetted ReviewVerified User
We are trying to use it to manage our project and CMSP client based services. We wanted a application to track projects, tickets, CMSP services, contracts, and sell for propos...
Continue reading
Steve Muenstermann
Consultant - Information Technology
President/CEO
Cloudbusters®, Inc./Control Freaks®
ConnectWise PSA1 year of experience

Stay away from ConnectWise unless you want to be locked in a contract you might regret later

Rating: 1 out of 10
October 3, 2022
Vetted ReviewVerified User
Please don't make the mistake that I did by working with ConnectWise. Once you are locked into a contract the only change you can ever make is to ADD to the contract. If you w...
Continue reading
Guy Kittelson
Professional - Information Technology
CEO (Chief Executive Officer)
Kittelson IT Solutions, Inc.
ConnectWise PSA15 years of experience

Great CMS for MSPs

Rating: 9 out of 10
March 28, 2022
IncentivizedVetted ReviewVerified User
We use Connectwise across the business, as an MSP it integrates across all departments from sales and marketing to the service desk. Prior to using this platform, we had dispa...
Continue reading
Jemma Munford
Manager - Other
Vendor Manager
Lima Networks
ConnectWise PSA5 years of experience

Excellent project information management solution and effective reporting system.

Rating: 9 out of 10
March 26, 2022
IncentivizedVetted ReviewVerified User
ConnectWise Manage allows easy features configuration and its overall management quality is excellent. The platform has been very helpful on easy multiple project management a...
Continue reading
Bernado Carlos
Project Manager - Engineering
Materials Manager
Arup
ConnectWise PSA2 years of experience

Connect wisely with ConnectWise.

Rating: 9 out of 10
March 23, 2022
IncentivizedVetted ReviewVerified User
We use ConnectwWise throughout our organization from support to sales to HR and accounts. This helps us to automate between all departments and give employees full visibility ...
Continue reading
Verified user
Consultant

Connectwise Manage - a must have for your MSP business

Rating: 10 out of 10
March 22, 2022
IncentivizedVetted ReviewVerified User
Prior to using Connectwise Manage, we used a variety of software to keep track of our customer's information including spreadsheets and databases we wrote but nothing was all-...
Continue reading
Daren Anderson, MSIS
Executive - Information Technology
President
Big D Technology Solutions, Inc.
ConnectWise PSA3 years of experience

ConnectWise Manage - To Manage Wise

Rating: 9 out of 10
March 13, 2022
IncentivizedVetted ReviewVerified User
We use ConnectWise for our daily ticket allocation and also to store KBs. We even use the same for our timesheet management. It is great to use as we have multiple functionali...
Continue reading
Verified user
Engineer
ConnectWise PSA1 year of experience

Beware of this one - if you are a bog standard MSP - it might be worth it, but prepare yourself for a long lead in if you are looking to make it work for its money

Rating: 1 out of 10
July 8, 2021
Vetted ReviewVerified User
JagFT is a Technology Enablement Specialist NOT a Managed Service Provider. We use ConnectWise Manage, Connectwise Sell & ITBoost for a combined CRM capability (sales, pro...
Continue reading
Stella Heesom
General Manager - Corporate
General Manager
JagFT (Jag Finance and Technology)
ConnectWise PSA1 year of experience

Connectwise helps coordinate our different departments

Rating: 7 out of 10
June 2, 2021
IncentivizedVetted ReviewVerified User
Connectwise 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 t...
Continue reading
Angela Heid
Manager - Other
Office/Purchasing Manager
Think Tank NTG
ConnectWise PSA3 years of experience

Manage A Better IT Department

Rating: 9 out of 10
April 25, 2021
IncentivizedVetted ReviewVerified User
ConnectWise is being used organization wide primarily as our ticketing and billing system. This allows us to manage all of our tickets in one place. We can then pull reports a...
Continue reading
Cameron Rainey
Director - Information Technology
Director Of Business Development
Intelli-NET
ConnectWise PSA6 years of experience

ConnectWise Manage is a great tool for automating service requests

Rating: 8 out of 10
April 23, 2021
IncentivizedVetted ReviewVerified User
We use ConnectWise Manage as our primary help desk software. With all of the integrations, it's easy to use it as the source for any issue that comes in. We've created automat...
Continue reading
Verified user
Team Lead
ConnectWise PSA4 years of experience

ConnectWise Manage - Good for Multiple Clients

Rating: 8 out of 10
April 20, 2021
IncentivizedVetted ReviewVerified User
ConnectWise Manage is being used all across our organization. It is used for day to day Service Desk tickets, Reporting, Clocking in and clocking out, processing sales orders,...
Continue reading
Verified user
Engineer
ConnectWise PSA1 year of experience

ConnectWise Manage - For the serious MSPs

Rating: 8 out of 10
April 20, 2021
IncentivizedVetted ReviewVerified User
We use ConnectWise Manage on a daily basis. We use it to enter everything that we do, from project plans to password resets. We also create quotes through it. It helps us mana...
Continue reading
Rob Rotundo
Manager - Information Technology
Service Manager
Professional Computer Associates
ConnectWise PSA5 years of experience

Overpriced, clunky software with extremely terrible customer and technical support

Rating: 1 out of 10
March 24, 2021
Vetted ReviewVerified User
ConnectWise Manage is used for managing client service desk tickets. We also use it for billing time and products for IT projects and as a CRM system. ConnectWise addresses o...
Continue reading
Verified user
Director
ConnectWise PSA2 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

View all 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…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Catalyst ConnectWise Manage Integration

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

3.8
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

3.5
Avg 7.6

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

4.2
Avg 7.5
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Product Details

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

Screenshot of Service Ticket ExampleScreenshot of Ticket TemplateScreenshot of Work Plan TemplateScreenshot of Calendar TimeScreenshot of Meeting InvitesScreenshot of My CalendarScreenshot of Sales Overview

ConnectWise PSA Videos

ConnectWise PSA Integrations

ConnectWise PSA Competitors

ConnectWise PSA Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Australia, New Zealand, United Kingdom
Supported LanguagesEnglish

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 and Email support highest, with a score of 4.8.

The most common users of ConnectWise PSA are from Small Businesses (1-50 employees).

ConnectWise PSA Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)80%
Mid-Size Companies (51-500 employees)20%
Enterprises (more than 500 employees)0%
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Comparisons

View all alternatives
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Reviews and Ratings

(379)

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!

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:

  1. 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.

  2. 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.

  3. 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.

Reviews

(1-25 of 113)
Companies can't remove reviews or game the system. Here's why

Hindsight! Avoid ConnectWise products if you value your time and sanity.

Rating: 1 out of 10
July 06, 2023
Verified User
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Use Cases and Deployment Scope
Knowing what I know now, I would not have made the switch. Certainly the software is robust but it is antiquated and their third party trainers are not nearly as knowledgeable as one would expect. When spending thousands on a deployment you would have some expectation of better support and assistance but often the trainings were a full week apart and the transition lasted 5 months instead of 4 weeks with countless issues that had to be resolved at an elevated support level. Everything your sales rep promises will be stretched beyond belief. The "rebatch" for pulling bad invoices back out of Quickbooks isn't a "rebatch" at all and is instead a series of actions to delete the invoices in Quickbooks and multiple steps to adjust the company records in Manage. The Quickbooks connector is a joke and every step within Manage is complicated and does not flow well.
Pros and Cons
  • The sales team is relentless in seeking out your business. Unfortunately, they'll tell you what you want to hear even if it means stretching the truth.
Likelihood to Recommend
Manage is a disaster and needs a full overhaul. I have yet to find a single area they do better than the program we used before and yet they are 3x the cost.

Buyer beware, its no wonder there is no trial period on this product.

Rating: 1 out of 10
November 01, 2022
SM
Steve Muenstermann
President/CEO
Cloudbusters®, Inc./Control Freaks® (Information Technology & Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
View profile
Use Cases and Deployment Scope
We are trying to use it to manage our project and CMSP client based services. We wanted a application to track projects, tickets, CMSP services, contracts, and sell for proposals, contract creation and lead follow-up. We were seeking efficiency for managing operations in a rapidly growing business. The challenge is the lies CW Salesperson told us on the native integration, simple data entry, ez management, interfaces with all of our business apps easily, calendars sync immediately, works with our office suite, CRM, etc. Unless you business is fully running on Microsoft Dynamics and O365 this may not be for you. It is an absolute money pit in my opinion.

Technology wise, it is comparable to an early access database. A very homegrown antiquated feel. It also requires a 100% dedicated resource for managing it. The salesperson told us it it was like having an added person as a resource. It certainly is having an opposite impact.
Pros and Cons
  • Connects with Sell
  • Inventory management
  • Numerous daily nuisance emails
Likelihood to Recommend
You absolutely need a full time individual on this program to manage it properly. It is likely a powerful application. However, you have to know how all the disparate parts interact with the other content in the application. How they actually interface with your businesses operation applications (really check this one out as it only seems to play nice with Microsoft suites based on our experience.) and decide how much time and additional money you are willing to bury into this. Figure at least 2x over CW cost your initial period of out-of-pocket costs.

Stay away from ConnectWise unless you want to be locked in a contract you might regret later

Rating: 1 out of 10
October 03, 2022
GK
Guy Kittelson
CEO (Chief Executive Officer)
Kittelson IT Solutions, Inc. (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
15 years of experience
Use Cases and Deployment Scope
Please don't make the mistake that I did by working with ConnectWise. Once you are locked into a contract the only change you can ever make is to ADD to the contract. If you want to remove something or make a change that would reduce your billing you must wait until your contract period is up.

For example, I use ConnectWise Automate, and a client is required for each computer. You have to purchase clients in blocks. If you don't use all the clients, that's your problem, you still pay for them. If you don't have enough clients you can't utilize it on those computers.

I had a simple request for ConnectWise. Please let me add a few hundred clients, but if I want to reduce that number, please let me do so with 30 days notice. ConnectWise said, very clearly, NO. You can only add clients and can't remove them. What kind of vendor engages in this sort of behavior?
Pros and Cons
  • Billing
  • Contracts for multiyear periods
  • Docusign
  • Inflexibiilty with contract terms
Likelihood to Recommend
I don't recommend using ConnectWise unless you want to work with a company that will only allow you to add products and increase your cost but will never let you remove items unless your entire contract is up/expired. I know of no other company that enforces terms like this and is a good partner to work with.

Great CMS for MSPs

Rating: 9 out of 10
Incentivized
March 28, 2022
JM
Jemma Munford
Vendor Manager
Lima Networks (Information Technology & Services, 51-200 employees)
Vetted Review
Verified User
ConnectWise PSA
5 years of experience
Use Cases and Deployment Scope
We use Connectwise across the business, as an MSP it integrates across all departments from sales and marketing to the service desk. Prior to using this platform, we had disparate systems that weren't linked and maintaining communication across departments in a growing company was challenging. Connectwise handles leads from right at the top of the funnel through to sales and then onto support. It's easy to use and most sections are pretty intuitive, the university links in all areas are really handy to get help if you're stuck with how an element functions.
Pros and Cons
  • The flow of information through the system works well
  • A great CMS system for MSPs
  • Easy to find help articles
  • Today screen collating the days activities us useful
Likelihood to Recommend
A really great CMS for MSPs. If you want a system to track a lead from a prospect through to a customer it can work really well

Excellent project information management solution and effective reporting system.

Rating: 9 out of 10
Incentivized
March 26, 2022
Use Cases and Deployment Scope
ConnectWise Manage allows easy features configuration and its overall management quality is excellent. The platform has been very helpful on easy multiple project management and also on scheduling ConnectWise Manage is perfect. Reporting via this solution is easy and the analytics offered are excellent and easy to manage workflow even the project planning this system is the best choice.
Pros and Cons
  • Easy to create all the reports needed.
  • Excellent management system with simple functions.
  • Useful services and data management.
Likelihood to Recommend
Perfect on Cloud services and it helps create excellent and valuable reports on all the project activities and other project services. Easy to manage all the project documents and analytics, ConnectWise Manage is a reliable and useful solution with easy features and easy navigation. The ability for project team collaboration with the software is incredible.

Connect wisely with ConnectWise.

Rating: 9 out of 10
Incentivized
March 23, 2022
Verified User
Vetted Review
Verified User
Use Cases and Deployment Scope
We use ConnectwWise throughout our organization from support to sales to HR and accounts. This helps us to automate between all departments and give employees full visibility of account activity. I especially like the ability to custom view information, to allow me to work more efficiently and this keeps me comfortable with the new system. It's different from everything else I have tried and would strongly recommend.
Pros and Cons
  • Sales pipeline.
  • Support tickets.
  • Managing customer accounts.
  • Task management.
Likelihood to Recommend
I really enjoy ConnectWise, it is a massive step forward. The ability to see all departments working towards the same goal and having full visibility on account activity is massive to our business. Only some small tweaks would go a long way to making this even easier for sales managers to keep tabs on active prospects and lead generation.

Connectwise Manage - a must have for your MSP business

Rating: 10 out of 10
Incentivized
March 22, 2022
DA
Daren Anderson, MSIS
President
Big D Technology Solutions, Inc. (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
View profile
Use Cases and Deployment Scope
Prior to using Connectwise Manage, we used a variety of software to keep track of our customer's information including spreadsheets and databases we wrote but nothing was all-encompassing as Connectwise Manage. We reviewed many different products but since we were already using the Remote Connect part of the suite, we tried Manage and have not looked back. Everything is online so no matter if we are at the office or 500 miles away, we have access to the information about that customer and support problems our other techs have documented so we can get an answer quickly.
Pros and Cons
  • Service Tickets
  • Documentation
  • Keeping track of inventory
Likelihood to Recommend
If you are an MSP or someone that provides those kinds of services, you need to invest in Connectwise Manage - it will keep track of all your customers, their employees, those people's computers, tablets, printers, servers, etc. You can keep track of every support ticket by either manually entering it or importing it from Outlook. The best thing is that you can access all of this information wherever you have an Internet connection. As with all Connectwise products, it complements the other products in the suite.

ConnectWise Manage - To Manage Wise

Rating: 9 out of 10
Incentivized
March 13, 2022
Verified User
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Use Cases and Deployment Scope
We use ConnectWise for our daily ticket allocation and also to store KBs. We even use the same for our timesheet management.
It is great to use as we have multiple functionalities enbibed in one tool.
We previously had desktop version but company had offered a web console with same features and speed
It is easy to integrate it with our intranet applications and two factor authentication
Product also encourages to include Sales,Procurement features which beyond for any service ticketing tool to include
I would say it will be an all in one tool because of its multi functionality. One platform for employees to work on tickets and KBs, managers to approve timesheets and Procurement team to manage their data.
Highly recommended for small scale businesses to manage data and timesheets in a single tool.


Pros and Cons
  • The Statuses that are setup for ticket are perfect to know the current work needed on it
  • Timesheets are easy to manage both for filling and approving
  • Good part is we even have Expense reports along with Sales and Procurement details
  • Project Managers find it very helpful to create projects and its sub tasks
  • Calendar feature is an add-on to monitor the resource availability
Likelihood to Recommend
It is very much suited for small scale organizations
Can be used as a go-to option replacing multiple applications for Tickets, Timesheets, Expenses and Sales
Easy to use with self training instead of a physical training to the team
Not likely preferred for large scale companies as it becomes slow when there is heavy load

Beware of this one - if you are a bog standard MSP - it might be worth it, but prepare yourself for a long lead in if you are looking to make it work for its money

Rating: 1 out of 10
July 08, 2021
SH
Stella Heesom
General Manager
JagFT (Jag Finance and Technology) (Information Technology & Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
View profile
Use Cases and Deployment Scope
JagFT is a Technology Enablement Specialist NOT a Managed Service Provider. We use ConnectWise Manage, Connectwise Sell & ITBoost for a combined CRM capability (sales, procurement, finance). We do not have an on-premise solution.
Pros and Cons
  • Pre-sales
Likelihood to Recommend
It just too difficult to use consistently. There never seems to be day where we aren't troubleshooting something.

Connectwise helps coordinate our different departments

Rating: 7 out of 10
Incentivized
June 02, 2021
AH
Angela Heid
Office/Purchasing Manager
Think Tank NTG (Computer Networking, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
View profile
Use Cases and Deployment Scope
Connectwise 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.

The problem is the software is very slow and the various tabs often lock up. I have noticed increasing problems with this for the last year. When I contact support, there are no good solutions for this.
Pros and Cons
  • 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
Likelihood to Recommend
This is well suited to a business that has lots of service work, whether it be an MSP or project based

Manage A Better IT Department

Rating: 9 out of 10
Incentivized
April 25, 2021
CR
Cameron Rainey
Director Of Business Development
Intelli-NET (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
6 years of experience
View profile
Use Cases and Deployment Scope
ConnectWise is being used organization wide primarily as our ticketing and billing system. This allows us to manage all of our tickets in one place. We can then pull reports and provide that info to our clients so that they know we are working on their account. It also allows us to bill for our services.
Pros and Cons
  • Ticket entry
  • Service reports
  • Billing
Likelihood to Recommend
Great to be used as your service desk and for billing and reporting. It’s just a massive beast that’s capable of doing so many advanced things from reporting to ticket entry. If you're a smaller shop, I wouldn’t recommend it.

ConnectWise Manage is a great tool for automating service requests

Rating: 8 out of 10
Incentivized
April 23, 2021
Verified User
Vetted Review
Verified User
ConnectWise PSA
4 years of experience
Use Cases and Deployment Scope
We use ConnectWise Manage as our primary help desk software. With all of the integrations, it's easy to use it as the source for any issue that comes in. We've created automated flows to handle certain types of requests as they come in to streamline responses.
Pros and Cons
  • Service ticket management
  • Integrations with other platforms
  • Automated flow
Likelihood to Recommend
For smaller companies, ConnectWise Manage may be overkill, but if you are able to pull the trigger on cost/implementation, it is well worth it. It is one of those platforms where it isn't very plug-and-play because of the extensibility of it. If you do choose this, make sure to have someone who is able to become the ConnectWise Manage expert.

ConnectWise Manage - Good for Multiple Clients

Rating: 8 out of 10
Incentivized
April 20, 2021
Verified User
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Use Cases and Deployment Scope
ConnectWise Manage is being used all across our organization. It is used for day to day Service Desk tickets, Reporting, Clocking in and clocking out, processing sales orders, organizing multiple clients, and keeping a detailed record of time sheets. This allows one piece of software to handle tasks that would normally take at least 5-6 pieces of software.
Pros and Cons
  • Ticket History. Keeping detailed notes in Service tickets which makes it easy for technicians to know what is going on at any given time.
  • Client Management. If done properly, knowing who has called in or submitted tickets about their issues can make it easy to track down common problems
  • Configurations. Keeping accurate track of computers via configurations helps track down what has been done to a machine.
Likelihood to Recommend
ConnectWise Manage is well suited for companies that have multiple clients and deal with multiple people on a day to day basis. It makes it easy to sort out who worked on what and for whom. It is not well suited for small companies that don't have a lot to manage. There are much better and cheaper solutions out there for smaller companies.

ConnectWise Manage - For the serious MSPs

Rating: 8 out of 10
Incentivized
April 20, 2021
RR
Rob Rotundo
Service Manager
Professional Computer Associates (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
5 years of experience
View profile
Use Cases and Deployment Scope
We use ConnectWise Manage on a daily basis. We use it to enter everything that we do, from project plans to password resets. We also create quotes through it. It helps us manage our daily schedule using the built in and customizable workflows. Every one of our 21 employees use it. The Outlook calendar integration helps us schedule our days and techs also.
Pros and Cons
  • Workflows to automatically do things for you, thus leaving out the need for a person to manually make changes and updates.
  • Scheduling works well.
  • Quoting from opportunities to invoicing works well.
Likelihood to Recommend
ConnectWise Manage works well for medium to larger businesses who require precision and scheduling. It's good for a growing MSP. It's also really good if you have a dispatcher who will schedule things for the techs automatically. This only works if you know precisely how long the jobs will take. Probably less appropriate if your job times differ.

Overpriced, clunky software with extremely terrible customer and technical support

Rating: 1 out of 10
March 24, 2021
Verified User
Vetted Review
Verified User
ConnectWise PSA
2 years of experience
Use Cases and Deployment Scope
ConnectWise Manage is used for managing client service desk tickets. We also use it for billing time and products for IT projects and as a CRM system.
ConnectWise addresses our need to maintain an audit trail of all helpdesk activity and track billable activity not covered by our service agreements.
Pros and Cons
  • Management of billable time and products.
Likelihood to Recommend
ConnectWise is useful for tracking billable time and products in a service desk environment but completely useless at everything else. The system is buggy, unintuitive, dated and difficult to learn.
The customer and technical support is shocking and they don't listen to you when you provide feedback or raise a serious complaint.

ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software

Rating: 4 out of 10
Incentivized
February 23, 2021
CM
Charlie Meyer
President
Sudora (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
6 years of experience
Use Cases and Deployment Scope
ConnectWise Manage is used by everyone here as the primary way we record time spent doing anything. This includes the management of tickets, internal projects, hourly employee tracking, and customer sales interactions. We use it for some accounting functions, such as creating and emailing invoices. It is also used to tie other pieces of MSP software together. We use it for scheduling future events as well as record keeping for actual time spent.
Pros and Cons
  • Contract management
  • Service ticket management
  • Connecting to other software
Likelihood to Recommend
If you are an IT firm and you do not have a PSA at all, then you are leaving money on the table. You need to explore and implement this type of software with care. ConnectWise Manage is one of the best for connecting more competent products together but is probably not the right choice for most small MSPs. Do not just believe the marketing that this software does everything. Very many functions are extremely limited or just outright inadequate. This is by design. They sell an assortment of very expensive and complex to implement and train on products that you will need to buy in addition to ConnectWise Manage. Unless you have time for a degree in ConnectWise Manage (I finished three initially included but they took them away a few months later), you will need outside help with the reporting engine. ConnectWise Manage support refuses to assist that. ConnectWise Manage can do time and contract management pretty well if you if you beat it into shape just right. Remember that ConnectWise Manage is just a centerpiece. There is no trialware with ConnectWise Manage for a reason! Don't buy until you shop around and price out your whole software stack.

ConnectWise Manage: Would cautiously recommend under certain scenarios

Rating: 6 out of 10
Incentivized
February 20, 2021
JK
Jeremy Kushner
CEO (Chief Executive Officer)
BACS Consulting Group, Inc (Information Technology & Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
6 years of experience
View profile
Use Cases and Deployment Scope
Connectwise is really the central tool of our operations and we use it for all core business activities such as ticketing, project management, invoicing, and time entry, just to state a few of its uses. We use it across the entire company and all departments.
Pros and Cons
  • Ticketing
  • Invoicing
  • Time entry
Likelihood to Recommend
For ticketing, time entry, and invoicing it works very well and has nearly infinite customizations. To be honest, it fulfills the needs of its core tasks across the board. My reservations on the product are based more on the cost and support.

Stay away from ConnectWise, they are not the company they used to be

Rating: 1 out of 10
January 31, 2020
AG
Andreane Gagne
VP
Secure-It Pro (Computer Software, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Use Cases and Deployment Scope
Before considering ConnectWise, make sure you read the recent reviews and have a look at the Bureau of Better Business Practice where you will see a lot of unanswered complaints from clients who cannot close their accounts. ConnectWise used to be a good product but it is no longer the case. The product is not updated and very bogus, same for documentation. Support is basically non-existent. We had support request elevated and unanswered for over a month. As with many other customers, they told us we would have a free 3 months trial period (even thought there are still considerable costs for implementation and the ridiculous ConnectWise University) they now refuse to close our account. Setting up an account was supposed to take under 48 hours and instead it took 10 days! We have now moved to a competitor and are so happy about it even though it will probably take us a lawyer to be able to close our account with ConnectWise after months of painful and costly implementation.
Pros and Cons
  • Pre-sales.
  • Screen connection.
Likelihood to Recommend
Please have a look at the complaints and the most recent and likely reviews. Note that you cannot buy a license for yourself, you have to call them and buy in bundles of 25. In our case, it took over a week for them to give us extra licenses. Deployment is painful and there is no support.

Powerful business tool with room to grow

Rating: 8 out of 10
Incentivized
January 19, 2020
NP
Nicolas Poague
NOC/Design Technician
One2One Inc (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
4 years of experience
View profile
Use Cases and Deployment Scope
We use ConnectWise across the whole organization. Our business relies on it, as it is how we centrally manage our customers, their assets, sales leads, service tickets, and projects. Everything must go in ConnectWise! Our schedules are managed through the application, so it is the main way employees can track what everyone is working on. All client communication happens through ConnectWise, whether in relation to a service ticket or sales proposal. It's integrated with our quoting system as well as our network monitoring system, so everything ultimately ends up in ConnectWise.
Pros and Cons
  • Service tracking: whether for help desk, sales, or network alerting, everything gets tracked as a "ticket." in the system. Whether automated through the multiple integrations available, or performed manually, the service tickets are easy to manage. Our system heavily relies on ticketing, so having multiple ways to create and manage tickets is a must.
  • Customization: it's built so that businesses can customize the features to meet their needs. Being in IT, we can create multiple "boards" where we can lock down permissions only to certain departments. Those boards then can track specific kinds of tickets. The customization can go beyond that as well, from workflow to asset management, so needless to say it is very flexible.
  • Reporting: since everything is in a database, the latest reporting features with ConnectWise (such as Report Writer), make it easier to pull the data you need. So for example, we pull reports on sales leads monthly to track how many quotes were referred by technicians, and then use that to reward the technicians. This can also assist tremendously when meeting with clients to present data on the work we've done, as well as internally to identify any trends.
Likelihood to Recommend
ConnectWise is most suited for a business that can really take advantage of all its features. The company needs to evaluate how many of the features they can really use in order for it to be cost effective. So if one was just looking for a help desk solution, using ConnectWise is probably not the best solution as it would provide much more functionality than is needed. On the other hand, if a company has multiple large customers, departments, and needs a way to track issues and scheduling along with the reporting, asset management, sales, and workflow capabilities, ConnectWise is a good pick. Lastly the prospective ConnectWise user would want to evaluate what kind of integrations they may require, or could benefit from, and make sure that ConnectWise has a relationship with their third party vendors. For example, our network monitoring system integrates well with ConnectWise to create and track alerts. Now that we heavily use ConnectWise we always make sure any new products we look at can integrate with ConnectWise.

Connectwise - The MSPs PSA

Rating: 10 out of 10
Incentivized
November 07, 2019
KF
Kyle Forward
Technical Analyst
ECMSI (Computer Networking, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
10 years of experience
View profile
Use Cases and Deployment Scope
Connectwise is the leader in the industry and is by far the BEST PSA on the market today. With over 300+ certified integrations, there is not very much you can't do with this tool! We use it manage all aspects of the business from products and inventory, Service, Time tracking, Projects, Sales, and everything else in between.
Pros and Cons
  • Time tracking.
  • Project management.
  • Resource management.
Likelihood to Recommend
If your company manages inventory and service, this is the tool for you! Member time tracking and management is one of the best points of the tool. If you are looking for automation with your ticketing, this is it! You can build completely customized workflow rules to move tickets and re-assign as needed.

Easy to use, but the interface could use an update

Rating: 8 out of 10
Incentivized
October 23, 2019
Verified User
Vetted Review
Verified User
ConnectWise PSA
8 years of experience
Use Cases and Deployment Scope
We use Connectwise for our service company to track customer tickets and time entries. We also use it to track sales opportunities and projects. For the ticket/time entries we also use to calculate billing to customers.
Pros and Cons
  • Separation of duties.
  • Time keeps for ticket management.
  • Sales tracking.
Likelihood to Recommend
Ticket management and customer tracking are made easy with easy navigation.

ConnectWise Manage manages to manage us well

Rating: 9 out of 10
Incentivized
October 22, 2019
JB
James Buchholz
IT Technician
Clark Computer Services (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
View profile
Use Cases and Deployment Scope
It is being used in both of our offices by all departments. It addresses our need to track tickets, inventory, purchasing, and documentation.
Pros and Cons
  • Keeps track of tickets with all their documentation and attachments and configurations.
  • Has 2-factor authentication for increased security.
  • Very good uptime, almost never goes down.
Likelihood to Recommend
It is great for tracking a high volume of tickets, purchase orders, and inventory. I don't like the project side of the ticketing system. There doesn't seem to be a lot of visual graphs or anything to see at a quick glance of what projects are in progress, when they are scheduled, due, etc.

Good all-in-one tool but could use a makeover

Rating: 7 out of 10
Incentivized
October 22, 2019
Verified User
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Use Cases and Deployment Scope
It's used throughout our entire company to track time, manage sales opportunities, receive service tickets, send quotes and manage contacts, track expenses, and marketing campaigns. We very recently started using the ConnectWise campaigns feature that allows us to send email blasts, create forms and schedule social media posts.
Pros and Cons
  • Reports, when configured correctly, provide insightful information, such as forecasts, opportunities and sales call plans.
  • Offers a link shortener for social media.
Likelihood to Recommend
It offers a wide range of company functions (finance, marketing, sales, time tracking, and a service desk), so the whole team can utilize the same central system, which is great. While it's nice it's an all-in-one tool, I think the UI could look a lot better than it does. The reports are also not very pretty. I was not with the company when ConnectWise was implemented, and I received no training. I do not find it to be an intuitive tool that I can just use without some training or level of understanding of what everything does. If you change or fix one thing, it often negatively affects many other areas. Their knowledge base/help documents (called University) does not often provide me with the answers I'm looking for, so I have to chat with support. I love the chat feature but have found the help to be only OK. They are all friendly, but I think they could be better at helping me resolve my issues by finding alternative ways to accomplish my end goals. There is no bulk way to update or manage contacts, which is frustrating when you want to add a large number of contacts to a group since you need to individually select them and click to add them to a group.

Leaves You Wanting More

Rating: 3 out of 10
Incentivized
October 16, 2019
Verified User
Vetted Review
Verified User
ConnectWise PSA
2 years of experience
Use Cases and Deployment Scope
ConnectWise Manage is used almost company-wide. Our sales staff no longer uses it, as we found that we could use Zapier to manage their portion of the work. Our project managers use ConnectWise Manage in order to create tickets for resources to work on, and then the resources track their work in individual tickets. We primarily use ConnectWise for tracking the time that our resources spend working on different clients' various projects/tasks.
Pros and Cons
  • Time tracking of resources - ConnectWise Manage is very good at tracking how much time each resource spends on a ticket, down to the minute.
Likelihood to Recommend
It is a good software to use if you want to track your resources' time, but there are far better options out there. Clients do not like the way the ticketing system sends emails to them. They can be very difficult to read for new clients. The entire system as a whole has a much steeper learning curve than is needed.
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