ConnectWise PSA Reviews and Ratings

Rating: 8.3 out of 10

Score

8.3 out of 10

Community insights

TrustRadius Insights for ConnectWise PSA are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

143 Reviews

ConnectWise Overall Is A Good Choice But Could Use A Few Upgrades

Rating: 8 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We used Connectwise PSA for all our ticketing. We need a way for a customer to contact us and have our staff be alerted quickly and to track the response and resolution both internally and for the customer. In addition to labor notes, this includes knowing everyone who has touched the ticket, any items used on the ticket, any followup needed, etc.

Pros

Handles Incoming Customer Tickets Well
Tracks Employee Time/Labor Well
Tracks Product Cost of Materials Well
Invoices Customers Properly

Cons

Agreement Profitability Tracking - this is a feature that Connectwise could use.
Handling Large Numbers of Tickets - internal ticketing went under our "company" and created so many that it would crash do to the number of tickets.
Ticket Search could use improvement, if you type in the exact ticket number it wouldn't find it.

Likelihood to Recommend

We liked ConnectWise PSA and it has a good platform, but we really feel we outgrew it. Smaller managed service providers would find this easy to use without the issues we were experiencing. Larger organizations may have issues due to size as we did, and this is an area ConnectWise could improve on.

Tammy Kerr

Controller in Finance and Accounting at Sunset Technologies (51-200 employees)

Vetted Review

9 years of experience

Tried and True

Rating: 7 out of 10

Incentivized

February 3, 2025

Use Cases and Deployment Scope

We use ConnectWise PSA Manage to run the operations of our Managed Services and project business. All engineers enter time against tickets, the tickets and time track the efficiency of the agreements. We use ConnectWise to bill the clients and sync the data over to Business Central.

Pros

Ticket Management
Time sheet tracking
deeply customizable

Cons

Project management
support for application development teams
integration with tools like DevOps
Custom scheduling/tech availability

Likelihood to Recommend

PSA is well suited for standard managed service shops. It doesnt work as well for AppDev shops or project heavy scenarios. Its a leader in the market for time/ticket/billing/agreements for Managed services

Verified User

Director in Information Technology (11-50 employees)

Vetted Review

15 years of experience

Overall sufficient, but with limitation outside ticketing.

Rating: 6 out of 10

Incentivized

January 21, 2025

Use Cases and Deployment Scope

We use ConnectWise PSA (Manage) as our ticketing system for service tickets and projects. We also use it for receiving, and picking product for projects and sometimes services tickets. We also use Workflow Rules for a level of automatic triage. We also integrate with Automate, and several 3rd party tools that feed tickets for alerts and issues into the PSA. It also feeds into Quickbooks.

Pros

Basic Ticketing
Integrates with many 3rd party tools (dependent on the 3rd party for how well)
Time tracking against clients, per tech, and across business units.

Cons

Project ticketing, tracking, scheduling, etc.
Workflow rules
Reporting is challenging.

Likelihood to Recommend

ConnectWise PSA is fairly good for helpdesk and general support ticketing and time tracking. It can be very unclear what some options are and documentation while "complete" in most cases, lacks clarity on some items that are not intuitive. The Project functionality is very limited for clear project tracking, including ticket dependency. Reporting is not particularly useful as built. Workflow rules allow us to automate certain ticket actions, but there are lots of gaps were conditions or actions simply were overlooked that ought to have simply been "on the list" when addressing fields that can be checked and updated.

Verified User

Manager in Customer Service (11-50 employees)

Vetted Review

8 years of experience

Business Analytics with Ease

Rating: 10 out of 10

Incentivized

January 15, 2025

Use Cases and Deployment Scope

We use BrightGauge companywide to track performance metrics, patch management, and trouble ticket management. The highly customizable gauges and dashboards allow a significant advantage to data analysis and tracking that rivals Microsoft Power Bi. It also lets you provide your clients with insights into their environments and metrics. The time it would take to pull the information together and coalesce it manually into a digestible format would wreck any productivity you might hope to gain from it. BrightGauge lets you put business analytics directly into your hands in near real-time.

Pros

SQL queries can be presented in many different ways to illustrate the data. They can be used in lists, graphs, meter, etc.
The datasets frequency of updates can be customized to from 5 minutes to annually. It's very granular in this respect.
It allows dashboards to be shared outside your organization with clients, partners, and vendors to maximize collaboration and reporting.

Cons

There is a section for Goals that has a very clunky interface. This needs to be enhanced to be more user friendly.
Support is slow to respond at times. Uptime is very dependable, but when you have a problem, they are not as prompt as I would prefer.
The platform allows you to set conditional formatting for some types of metrics. The color palate is pretty bland.

Likelihood to Recommend

BrightGauge is ideal for metics in any production environment or helpdesk/call center. It integrates with some of the most ubiquitous platforms to pull data directly to your datasets. ConnectWise Manage is our CRM platform, and N-Able is our RMM. Each has a robust interface with BrightGauge, and this allows us deep insights into helpdesk performance, time booking, patch management of servers and devices, etc. If it can be polled with a query, it can incorporated into a gauge for monitoring or analysis. This insight allows for data-driven decision-making versus anecdotal or "feelings" about the business environment.

Verified User

Manager in Information Technology (51-200 employees)

Vetted Review

5 years of experience

It's All About The Setup!

Rating: 10 out of 10

January 14, 2025

Use Cases and Deployment Scope

I am a ConnectWise PSA and CPQ Consultant, so I use it every day in many different environments to address many problems that are unique from client to client. We also use PSA at Pivotal Crew (my company) as well. It's our backbone for running our business.

Pros

Time Tracking
Ticket Tracking
Invoicing
Recurring/Contract Billing (Agreements)

Cons

More workflow triggers
Known Issues Resolved in a Timely Manner

Likelihood to Recommend

If you are an MSP or a reactive/proactive provider of services, ConnectWise is a great tool. It's all about the setup however you need to have it setup correctly from the start, because if you do not, things can go bad and get confusing. Setup, Setup, Setup!!

Eileen Wilson

Owner in Professional Services at Pivotal Crew LLC (1-10 employees)

Vetted Review

17 years of experience

Verified on LinkedIn

Your future is Bright when you use Bright Gauge!!

Rating: 8 out of 10

Incentivized

January 6, 2025

Use Cases and Deployment Scope

Bright Gauge helps us to run our MSP more efficiently. We use it for all 350 clients we help with IT services. It tracks CSAT statistics and tells us which customers are happy with the service and which need more attention. We can also see when tickets are peaking and move technicians to the front lines.

Pros

Track CSAT ratings.
Track when a large number of tickets are coming in.
Notify us when a large number of P1 issues are outstanding.

Cons

Not all service boards will trigger Bright Gauge which can lead to false data.
More variety in the UI would be nice to pick from.
A better mobile experience would be good when looking at stats on the iPhone.

Likelihood to Recommend

BrightGauge lets us know when we have critical issues that need solving. A massive influx of tickets all at the same time triggers an investigation. Usually, it is tied to a server going down, which we can address. It would not be helpful for a small MSP or IT department with just a few daily tickets. The stats are better used to track a large amount of clients.

Jeremy Herman

Security Engineer in Engineering at Novatech (501-1000 employees)

Vetted Review

4 years of experience

View profile

ConnectWise PSA - All in One Game Changer

Rating: 10 out of 10

Incentivized

December 27, 2024

Use Cases and Deployment Scope

We use ConnectWise PSA in all aspects on the business. I work in Accounting and it is super efficient at creating reoccurring invoices, tracking costs, generating reports, and a seamless integration with QuickBooks and our payment processor. Our technicians also use it for managing the support and professional services board which also easily queues up invoices for billable time.

Pros

Invoicing
Reports
Service Board
Reporting

Cons

Exchanging Equipment
Sales Tax
More Customizable Reports

Likelihood to Recommend

ConnectWise PSA is 100% for MSP industry. As an all in one software it helps manage, monitor, and track all aspects of the business. There are always updates with releases and the team is great with responding to questions and feedback on new features or bugs that are found within the software.

Verified User

Manager in Corporate (1-10 employees)

Vetted Review

2 years of experience

Powerful, reliable PSA

Rating: 8 out of 10

December 17, 2024

Use Cases and Deployment Scope

I have been implementing, administrating and using ConnectWise PSA for over 10 years. ConnectWise can help organisations making that leap from being an IT break/fix shop to becoming a fully formed MSP. The implementation of ConnectWise PSA can replace any disparate systems being used across a business or delivery function. Allowing you to bring in a single system to fill all your needs. The main function is ticketing, but also includes Projects, Quotes, Sales, Configurations, Marketing, and more.

Pros

Ticketing
KPI creation/management/monitoring
Automation
Simple implementation

Cons

UI needs updating
New features dev cycle slow

Likelihood to Recommend

MSPs wanting to find a single system to fill all their needs. Businesses wanting to increase their ability to deal with tickets, with advanced management and KPI monitoring. Small IT business who need more than just a ticketing system and are looking to make the leap to a full PSA with integration options, client portal and advanced configuration.

Jason Parsons

Consultant in Information Technology at Bam Boom Cloud (51-200 employees)

Vetted Review

6 years of experience

Verified on LinkedIn

THE dash-boarding tool for MSPs

Rating: 9 out of 10

Incentivized

December 20, 2023

Use Cases and Deployment Scope

We utilize internally for leadership metric roll-ups, for individual tech level dashboards to track tech level KPIs, for manager level roll ups of their staff, for client dashboards for both internal and external use. We utilize BrightGauge for our Business Review metric reports to show trends and valuable stats. We also leverage the goal pages to track team utilization, KPIs, and customer KPIs.

Pros

Easy to read graphical visuals
Drag and drop fields and data within a gauge
Endless customization of dashboards
Swift and helpful support when needed

Cons

Annual or more than annualized data is desperately needed for MSPs to show trends, current limitation is previous 240 days for ConnectWise tickets
Alerts when datasets do not sync properly, I have to rely on my team to notice vs get an automated alert from BrightGauge
Small thing, but it would be nice to have more options on the report scheduler to enable a start date. If you wish to do it quarterly, you have to start the schedule exactly 3 months from the next run.

Likelihood to Recommend

I think this tool is an absolute have to have for MSPs, especially those using ConnectWise PSA for a ticketing system. From internal KPIs to showing customer's the value of your Managed Service, you will need this tool. 9/10 because the need for longer data sets is growing for my team. Trend lines over time are a big push industry wide to show improvements in our customers over the time as our MSP customer. Presently my team has to use CW PSA's Report Writer and that tool is the least user friendly we've encountered. Looking forward to the evolution of BrightGauge for our business.

Ali Gaeta

Manager of Managed Services in Professional Services at Internetwork Engineering (51-200 employees)

Vetted Review

3 years of experience

View profile

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

Rating: 1 out of 10

July 6, 2023

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

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.

Cons

Training and support are a disaster. If you're lucky you'll get a representative you can comprehend.
Overall, they oversell the product. Manage should be the icing on the cake, not the absolute pit of despair.

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.

Verified User

Manager in Corporate (1-10 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

Business Analytics with Ease

Rating: 10 out of 10

Incentivized

January 15, 2025

Use Cases and Deployment Scope

Pros

SQL queries can be presented in many different ways to illustrate the data. They can be used in lists, graphs, meter, etc.
The datasets frequency of updates can be customized to from 5 minutes to annually. It's very granular in this respect.
It allows dashboards to be shared outside your organization with clients, partners, and vendors to maximize collaboration and reporting.

Cons

There is a section for Goals that has a very clunky interface. This needs to be enhanced to be more user friendly.
Support is slow to respond at times. Uptime is very dependable, but when you have a problem, they are not as prompt as I would prefer.
The platform allows you to set conditional formatting for some types of metrics. The color palate is pretty bland.

Likelihood to Recommend

Verified User

Manager in Information Technology (51-200 employees)

Vetted Review

5 years of experience