Buyer beware, its no wonder there is no trial period on this product.
We are trying to use it to manage our project and CMSP client based services. We wanted a application to track projects, tickets, CMSP …
ConnectWise PSAFormerly ConnectWise Manage
Top Rated
ConnectWise PSA
Top Rated
ConnectWise PSA
Starting at $35 Per Tech Per Month
View PricingOverview
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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Top Rated
2022
Most Loved
2022
Popular Features
View all 13 features- Organize and prioritize service tickets (81)7.373%
- Ticket response (80)7.373%
- Ticket creation and submission (81)7.070%
- Customer portal (73)6.161%
Reviewer Pros & Cons
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Pricing
View all pricingSubscription
$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
Features
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Product Details
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- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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.
Reviewers rate Organize and prioritize service tickets and Subscription-based notifications and Ticket response highest, with a score of 7.3.
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
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Score 1 out of 10
Vetted Review
Verified 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 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.
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.
- Connects with Sell
- Inventory management
- Numerous daily nuisance emails
- Too many disparate pieces
- Manage and Sell should all be on the same application
- Integration to work properly requires costly 3rd party apps
- Significant hours lost in training, integration and implementation
- Too many to list
October 03, 2022
Stay away from ConnectWise unless you want to be locked in a contract you might regret later
Score 1 out of 10
Vetted Review
Verified 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 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?
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?
- Billing
- Contracts for multiyear periods
- Docusign
- Inflexibiilty with contract terms
- Allow us to add and remove items without being locked into a contract
- Allow us to have people to speak to that are allowed to do more than give us their names
- Treat your customers like they matter
March 28, 2022
Great CMS for MSPs
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.
- 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
- Whilst the help links are always handy they can be a bit boring to watch in the university
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.
- Easy to create all the reports needed.
- Excellent management system with simple functions.
- Useful services and data management.
- Reporting on many projects is not easy to all users.
- Maintenance of the platform to some small business.
- Configuration of the interface to new people is not simple.
March 23, 2022
Connect wisely with ConnectWise.
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.
- Sales pipeline.
- Support tickets.
- Managing customer accounts.
- Task management.
- More streamlined for pipeline management from cold to warm.
- Easier to set up.
- More customisable dashboard.
March 22, 2022
Connectwise Manage - a must have for your MSP business
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.
- Service Tickets
- Documentation
- Keeping track of inventory
- Sometimes the program to transfer Email to Manage doesn't work
- Would be nice to have a way to move texts into Manage because requests get sent that way as well
March 13, 2022
ConnectWise Manage - To Manage Wise
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.
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.
- 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
- Strongly recommend for an upgrade on UI
- Improve a little more on the search accuracy for ticket data
Score 1 out of 10
Vetted Review
Verified 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, procurement, finance). We do not have an on-premise solution.
- Pre-sales
- Customisation in the cloud - the current capability is poor. Templates, reports, workflows are not intuitive or easy to implement.
- Local presence - it can be very difficult to deal with the time difference - Miami FL, is a long way from Brisbane Australia.
- Basic issues are not easily resolved - a lot of time is spent troubleshooting issues only to find that the simplest answer is the correct one.
- It is very expensive for what you get
- The customer portal is outdated and we don't use it as it is not user friendly.
- Add on products are ok but have all of the same issues outlined above.
- It is very ticket centric, rather than customer centric
- Online training
No
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.
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.
- 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
- quoting is an addon or a separate program
- locks up a lot
- report writer is slow & clunky to use, not very user friendly
- need more time frequencies for invoicing for multiyear
April 25, 2021
Manage A Better IT Department
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.
- Ticket entry
- Service reports
- Billing
- Report writer is very complicated
- More integrations with third-party apps
- Way too many menus in the GUI
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.
- Service ticket management
- Integrations with other platforms
- Automated flow
- Mobile app is subpar and difficult to use
April 20, 2021
ConnectWise Manage - Good for Multiple Clients
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.
- 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.
- If a technician has a time entry open and someone else updates the ticket, you can't save what you have done in that time entry. It would be nice to lock other people out or be able to save time entries no matter what
- Easier to manage types and subtypes when entering tickets
- Changing a work type say s that it's required, but it actually isn't. Being able to manage required fields would be a plus.
April 20, 2021
ConnectWise Manage - For the serious MSPs
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.
- 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.
- The reporting is horrendous. Basic reports require some pretty hefty scripting.
- Updates could be handled better.
- One of my biggest issues is that if a workflow isn't working, there is no way to know until it's too late and a client asks for status.
Score 1 out of 10
Vetted Review
Verified 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 our need to maintain an audit trail of all helpdesk activity and track billable activity not covered by our service agreements.
ConnectWise addresses our need to maintain an audit trail of all helpdesk activity and track billable activity not covered by our service agreements.
- Management of billable time and products.
- ConnectWise customer support is non-existent. Account managers do not listen to problems, and when you raise something like a billing query it takes weeks to get a response.
- All technical support goes through live chat which is a painful process often taking 45 minutes to get a couple of sentences out of poorly trained engineers that don't seem to know what they are doing.
- User interface is extremely dated with all configuration going through database tables instead of a proper UI.
- Reporting is dated and involves manually exporting information to get any kind of useful data on KPIs.
February 23, 2021
ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software
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.
- Contract management
- Service ticket management
- Connecting to other software
- Very slow (Cloud version is not usable in real time with customers)
- Terrible quoting system (must buy add-on Sell to modify Quote template at all)
- No two-sided accounting (must buy add-on to talk to QBO or to export some transactions)
- Unusable knowledge base (must buy third-party add-on like IT Glue)
- Unusable documentation management system (no versioning, no wiki, no linking, 100% featureless)
- Slow customer support
- Customer support refuses to assist with any report
- Password management is insecure or absent
- Expensive
- Many incompetent features requiring add-ons not disclosed upfront
- Very difficult to implement (plan a year in advance)
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.
- Ticketing
- Invoicing
- Time entry
- Project management
- Customer support
- Marketing automation
February 20, 2021
Tries to do too much, doesn't do anything well
We used CW Manage for customer support (helpdesk), CRM, and sales. The benefit was that it had all of these features in one system, but it didn't do any of these things very well.
- Lots of features
- User interface is slow and cumbersome.
- Customer service is terrible.
- They lock you into deceptive auto-renewing contracts.
- Unresponsive when you try to cancel, just keep sending invoices.
Score 1 out of 10
Vetted Review
Verified User
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.
- Pre-sales.
- Screen connection.
- The product as a whole.
- The support.
January 19, 2020
Powerful business tool with room to grow
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.
- 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.
- Performance: we use an on-premise instance of ConnectWise, but our system meets or exceeds the required specs. However at times the system can be a bit clunky. When our business relies on using the system, we can't afford to wait even more than a few seconds for a screen to load.
- Interface: while the application is extremely versatile, the interface seems a little dated and some of the menu items can be confusing. This has improved slightly since the previous version, but I'd like to see a more modern look and feel with a design that is a little more intuitive.
- Project module: the relatively new project module was a feature we were hoping to use heavily for our larger scale projects, however it ended up not being able to fit our needs. Specifically I know the projects module didn't integrate will with workflows in ConnectWise, which we use heavily, but I know our project team found other areas where it didn't meet their needs. We've provided this feedback to ConnectWise in hopes to have future enhancements, but in the meantime we continue to use regular service tickets for our projects.
November 07, 2019
Connectwise - The MSPs PSA
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.
- Time tracking.
- Project management.
- Resource management.
- More certified integrations.
- Not really much bad here honestly.
October 23, 2019
Easy to use, but the interface could use an update
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.
- Separation of duties.
- Time keeps for ticket management.
- Sales tracking.
- Getting outdated as far as the interface goes.
October 22, 2019
ConnectWise Manage manages to manage us well
It is being used in both of our offices by all departments. It addresses our need to track tickets, inventory, purchasing, and documentation.
- 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.
- When we enabled their new text formatting system for ticket notes, the whole system ground to a crawl.
- Support could be a little faster on their response times.
- It will randomly take a while to load tickets, purchase orders, etc. Not often, maybe once every couple of weeks.
October 22, 2019
Good all-in-one tool but could use a makeover
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.
- Reports, when configured correctly, provide insightful information, such as forecasts, opportunities and sales call plans.
- Offers a link shortener for social media.
- The user interface leaves a lot to be desired.
- It's not very intuitive.
- Getting help from their support team is hit or miss, but I do appreciate the chat function they offer.
- The Outlook Calendar integration can get messy, and it's really cumbersome to change a meeting time or date with an internal team of users.
October 16, 2019
Leaves You Wanting More
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.
- Time tracking of resources - ConnectWise Manage is very good at tracking how much time each resource spends on a ticket, down to the minute.
- Reporting is almost impossible. The reporting tools look as though they are about two decades old, and functions like it too. The Report Writer feature is nearly useless. I have found that it's much easier to pull data from ConnectWise Manage and import it into Microsoft Power BI and I can then generate reports much easier. They're also much more visually pleasing.
- Account Management seems to be non-existent. Whenever I need to speak to our Account Manager, I have to go through ConnectWise Manage's Support Team to find out information. I have to do this because our Account Manager will change without any notice. I have no idea what purpose Account Managers serve at ConnectWise Manage, as we only speak about 1-2 times per year. The other software programs that we have all have dedicated Account Managers, who I speak with at least once per month.
October 03, 2019
Heavy Hitter, with Outdated UI
ConnectWise Manage is the core business app that runs every department of our business. The service team uses it to track issues and work tickets. The Sales team uses it to track opportunities and sales funnels. The accounting team uses it to create and process invoices. It is central to everything we do as a company.
- Ticket workflow and automation.
- Integrated data availability between systems (quoting, ticketing, automation, billing, etc.)
- Information tracking and availability
- User Interface is outdated and not very user-friendly.
- Performance depends on your particular installation, but because updates and management is handled in-house the application stability is not as reliable as SAAS solutions.
- Software stability is often a struggle, with bugs causing issues when logging in or accessing auxiliary systems.