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- 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%
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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
- Tech Details
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.
- 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
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
- 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
|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|
|Small Businesses (1-50 employees)||80%|
|Mid-Size Companies (51-500 employees)||20%|
|Enterprises (more than 500 employees)||0%|
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
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?
- Contracts for multiyear periods
- 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
- 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
- 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.
- 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.
- Service Tickets
- 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
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
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
- 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
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
- Ticket entry
- Service reports
- Report writer is very complicated
- More integrations with third-party apps
- Way too many menus in the GUI
- Service ticket management
- Integrations with other platforms
- Automated flow
- Mobile app is subpar and difficult to use
- 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.
- 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.
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.
The customer and technical support is shocking and they don't listen to you when you provide feedback or raise a serious complaint.
- Customer support is shocking. Accounts team take weeks to respond to billing queries, account managers do not respond to complaints.
- Technical support is all through a live chat which is a long and drawn out process.
- Technical support team are not properly trained, often open about the fact they are effectively 'googling' the answers because they don't know what they are doing.
- 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
- Many incompetent features requiring add-ons not disclosed upfront
- Very difficult to implement (plan a year in advance)
- Time entry
- Project management
- Customer support
- Marketing automation
- 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.
- Screen connection.
- The product as a whole.
- The support.
- 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.
- Time tracking.
- Project management.
- Resource management.
- More certified integrations.
- Not really much bad here honestly.
- Separation of duties.
- Time keeps for ticket management.
- Sales tracking.
- Getting outdated as far as the interface goes.
- 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.
- 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.
- 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.
- 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.