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ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
Starting at $35 Per Tech Per Month
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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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Popular Features
- Organize and prioritize service tickets (82)5.050%
- Ticket response (81)4.848%
- Customer portal (74)4.242%
- Ticket creation and submission (82)3.838%
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$35.00
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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.
Datto Autotask PSA, Salesforce Sales Cloud, and Rev.io PSA are common alternatives for ConnectWise PSA.
Reviewers rate Subscription-based notifications highest, with a score of 5.6.
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% |
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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!
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- Recommendations
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:
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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.
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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.
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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.
Attribute Ratings
Reviews
(1-25 of 59)Companies can't remove reviews or game the system. Here's why
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 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
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)
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.
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.
August 29, 2019
ConnectWise is above others
Connectwise Manage is currently being used by the Managed Services side of our organization. We utilize the application to track customer communications, configurations that are pulled in through various integrations and customer contact lists. The primary role is ticket management. Our customers will submit tickets through a couple of different methods and Connectwise will then create a ticket, and track everything through that tickets completion.
- Integrations are done fairly well with Connectwise.
- Audit trails are done well.
- Customer HTML email templates and other custom communications are great in the app.
- Reporting: Though the software has a lot of information in it, the methods to retrieve it are cumbersome.
- Mobile application needs some enhancements, cannot manage projects from it unless assigned a ticket on that project, and then you can only interact with that aspect of the project, nothing else
August 29, 2019
Good All-In-One Solution For Simple Requirements - Not So Much For Large and/or Complex
We use ConnectWise in Sales, Professional Services, and Support. Accounting/Biz Ops is just starting to use it for invoicing. It gives us a way to track and manage opportunities, projects, service/support tickets and support agreements - including time and expenses.
- Time and expense tracking is very good as is companies and contacts.
- It is relatively low maintenance and we have not had any major issues.
- The user interface is very good and has a lot of search and sort features.
- Project management is very basic and not well suited for companies who manage large complex projects with long durations.
- The scheduling/dispatch is probably great if you roll trucks to fix printers. Trying to schedule anything more than a 2 hour job is a nightmare which only gets worse if/when the schedule changes.
- The customer portal is abysmal. You can't tailor it beyond putting your logo on it and it lacks basic functionality like enabling you to publish something like your support handbook to all your customers (you can do it customer by customer via custom reports). It looks old and dated - definitely not modern - and I'm honestly embarrassed by it.
- SLAs - if you have a need to track SLAs on different priority tickets on different schedules, avoid ConnectWise. You cannot have 24 hour SLA tracking on emergencies and business hours SLAs on low priority tickets - but ConnectWise is happy to explain to you that you are not running your business according to their best practices.
October 16, 2018
ConnectWise Manage - IT Company
Score 9 out of 10
Vetted Review
Verified User
This is our main managing software. We utilize for tickets, project management, procurement, and finance. It is used by the entire company and integrates with several of our softwares. It's got great audit trails and the option to email out of the program. Wonderful for keeping track of vendors, customers, prospects, etc. I mainly utilize it for its sales order, receiving, configurations, and RMA purposes.
- Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
- Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
- Procurement - Throughout the years, Connectwise has gotten better with improving their procurement side. I notice lately I can't cancel products, I have to list them as Write Off. Also if you don't clear your cache often, the system will kinda glitch. You have to know certain workarounds to make it work. For example if I am unreceiving a product, I have to unpick then open PO and unreceive. It's not productive, and you used to be able to just unreceive if you made a mistake.I often have to help other staff with this process
- Products - Security permissions are very specific when it comes to picking products, adding products, editing products, so that makes it difficult if you are trying to set up multiple people with the same permissions. Also, there isn't a straight forward place to pull inventory counts. You have to pull a report and add specific details. I wish this was a little more user friendly.
- Accounting Interface - It's nice it integrates with ConnectWise, but I find it's very picky when you are trying to batch invoices or procurement products.
July 30, 2018
Do you like to be organized and have happy customers? ConnectWise Manage is the way to go!!
Currently we are using ConnectWise manage as our CRM from our IT company W3IT.
It has really helped us serve our customers better and be well organized in our tasks.
It has also helped with our sales.
- Manage's GUI is fantastic and easy to use.
- Makes it very simple to create support tickets and organize them.
- The different boards in Manage are what really make this product great.
- Being able to lay everything out and easily organize to our liking is a huge plus!
- Being customer friendly is another aspect I like.
- The portal is easy to setup and easy for clients to use.
- We use this feature heavily as an MSP.
- I will say the calendar option needs a little bit of work.
- A calendar that looks more like lets say a Google Calendar would a nice feature.
- Better Knowledge base section.
- We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
- Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
- A better layout for reporting would also be something good to have.
- The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
Every person within our organization uses ConnectWise Manage. We use it to manage our service boards, and for contract administration, CRM, billing and inventory and procurement. As an organization, we are fully committed to using ConnectWise Manage. The Service Boards, SLAs, and configurations help keep us on top of our customer tickets. The workflows and closed-loop communication help us automate meaningful communication to our clients. The Integration with Sell and Automate makes the choice to use Manage a no-brainer.
- Service Desk, Ticket Management and Closed loop communication is perhaps its best features.
- We are also pleased with the integration between Sell and Manage. It provides a seamless way to streamline the sales process.
- The Integration with Automate and Control, specifically the one-click launching once a configuration has been attached.
- The inventory and procurement module could use some work. It is often difficult to navigate through. A cycle count option would be a great addition as well.
- More customization would be great especially in the PO emails.
- The StreamLine IT function, while great, could use some improvement. It is difficult to setup and can at times interfere with other things that we do.
- The invoices are perhaps the ugliest. A straight forward customizable invoice template, not a report that adds 20 steps to the process, would be a huge improvement.
July 27, 2018
ConnectWise Manage manages the unmanageable
We are currently using ConnectWise Manage as the primary product for managing the workflow and invoicing of all service that we provide to our managed services customers. The entire organization is utilizing this product. At a cost per licensed user that is roughly equivalent to our charge for an hour of help desk service, this product provides tremendous value and functionality for our business, allowing us to more thoroughly documents tasks and track costs throughout the customer service experience. As the CFO, it gives me the fine tuned ability to apply taxes and track costs. Our ultimate goal is to utilize the reporting functionality of the software in order to better evaluate the profitability of the various elements of our business.
- We are also a VoIP service provider. Telecommunications comes with the joy of managing communication services taxes in addition to the sales taxes we are required to collect on our managed services. Connectwise gave us the ability to set these taxes up and transfer that information to QuickBooks Pro Desktop.
- During the past year, the folks at Connectwise have really fleshed out the online version of the software, providing nearly the same functionality of the locally installed version. With the exception of our periodic need to import and export from QuickBooks, we are able to use the software from any location.
- Having service tickets created automatically via the receipt of a customer email has been a big help. They are even able to reopen an existing ticket by simply replying to the email thread. This makes it easier for our techs to quickly see notes and history relating to the ticket and resolve it quickly.
- I'd like to see 2FA functionality built into the product along with a more secure tool for storing sensitive customer information. We are currently required to utilize a third party tool to help provide that data protection.
- We are currently experiencing the occasional delays in screen refreshes and find ourselves waiting 10 to 15 seconds for our data to save or refresh. Acknowledging that this software is the primary tool we use to run our business, eliminating those pauses would be ideal.
- Customer support is available through a variety of avenues. Having access to support via the chat method is great. However, since we often have to wait for quite some time for a support technician to get to us within the queue, having an audible notification that the tech has finally arrived would be helpful.
We use ConnectWise Manage to manage all client support requests as well as to track resources across our network of clients. The software enables us to easily track issues as well as document troubleshooting which, in turn, creates the opportunity to identify issue patterns so that we can make changes to how we work (or how a network is configured) to improve the experience of our end-users.
- Provides the ability to create custom work-types, agreement types, and ticket statuses - the flexibility here is unmatched it other ticketing systems that I've used.
- Allows for effortless creation of reports which show all ITIL standard KPIs.
- Overall customization of work and process flow is unbelievable - it is so easy to make this platform do what you need it to do.
- They've recently upgraded its looks, but it could be a bit more visually appealing (if you care about that sort of thing).
- The mobile phone app leaves a lot to be desired - it's not very friendly to use.
- Configuration with 2FA is possible but it's not an enjoyable experience.
We use the ConnectWise rule of if it isn't in ConnectWise it didn't happen! I remember when we first started using ConnectWise and how our monthly revenue went up due to everything getting billed and not lost in a poor CRM we were using at the time. We require every event be put into ConnectWise even if it is not a billable event.
- Managing our Agreements works very well in ConnectWise. It is very easy to update an Agreement by adding an addition.
- I know some folks have issues using the Project Board in ConnectWise but we don't seem to have an issue. I use the Project Board for our Training schedule, my ConnectWise improvement list, Quarterly Review, etc. I also use it for Business Processes improvement.
- We find invoicing from ConnectWise works very well and clients are using our payment portal so we are getting paid the same day in most cases.
- Reporting. Yes, there is a report writer, but I just can't seem to find the time to sit down and create custom reports. I would like to see more standard reports available without having to spend a lot of time learning a program to create reports.
- Support goes up and down in quality. Sometimes you will get a response with the correct answer and other times you can tell that no matter how much detail you put in the ticket they just couldn't understand the issue.
- Online knowledge base and documentation don't seem to be keeping up with the new enhancements. I will be working to configure something and find they have changed the name of the setup table I need to be looking at. This isn't very often but the faster the enhancements are pushed out it seems the slower the time for the documentation to catch up.
February 27, 2018
Good, but not for Human Resource Functions
ConnectWise (CW) is essentially our ERP system and every department in the company uses it in some form. Its main uses for us are tracking billable time for technicians, tracking job costs, burden rates and we have integrated with some other software like CW Sell. I personally can speak best to how CW works in a human resources capacity, which includes employee profiles, time sheets, PTO management, etc.
- Job costing, reporting and quoting.
- All encompassing system the entire company can use.
- Integration with QuickBooks for invoicing.
- PTO tracking and management is burdensome.
- No payroll integration with QuickBooks for time sheets and PTO.
- Reporting is quirky, difficult to learn.
January 09, 2018
ConnectWise Suits Well in the IT Industry
We use ConnectWise Manage for our CRM and use almost all facets of it. As a sales force, we use it to keep track of our customers, targets and NBD, appointments and follow up - basically all of our sales functions, including sales tracking, quotas, etc. We use it for our projects and help desk functions, as well as our billing and procurement. ConnectWise and its features allow us to manage our specific portions of the business and keep up to date on all of our responsibilities so nothing falls through the cracks. As a salesperson, I can see what our engineers are assigned to in the Dispatch Portal, as well as the progress of our projects.
- Visibility into a variety of facets of our business
- Allows for ease of scheduling appts, as well as others in the company to meetings
- Allows us to track our appointments and follow up to make sure nothing falls through the cracks
- I use the CW Manage app and it would be nice to be able to see the Dispatch Portal on there
- Expense reporting can be a little clunky, but has gotten much better
- It would be nice to have a better notification when an opportunity goes past due
January 09, 2018
It took a while to get here but...
We use ConnectWise Manage in all aspects of our MSP business. It functions as our PSA/CRM and we also offer a co-managed service to some of our clients where their internal IT department can use it for their service ticket management. We had previously been using TigerPaw, which was lacking in many modern functions of other PSAs.
- Automation: With a little planning and elbow grease it's possible to automate much of the day-to-day business like routing service tickets, sending SLA reminders, using tracks and templates to standardize sales and project functions, and more.
- Integration: Manage integrates with a large number of other products ranging from HR management to RMMs. ConnectWise also has its own suite of products to handle remote support, chat, RMM, quoting, and cloud services.
- Project Management: The Project module plus templates and workflows make project management organized and automated.
- Support: There is no way to call and speak to a live person immediately. The quality of support completely hit-or-miss. The rule of thumb is if a support person gives you a noncommittal answer or flat out tells you no, hang up/close and call/chat again.
- Security at a ticket level: We would love to incorporate more of our HR functions into Manage but the inability to lock things down at a ticket level (and the lack of granularity at the service board level) makes that impossible.
- Email connector errors: These could be a lot more useful if they had a little more information in them.
December 11, 2017
ConnectWise Manage - Hands down the best I've ever experienced!
We use ConnectWise Manage to run our entire managed services business. We use ConnectWise to invoice, purchase, ticket, schedule, dispatch, and manage our customers and more.
- ConnectWise technical support staff are the best I've ever experienced in my 20+ years in IT!!
- CW Manage provides an MSP with all the necessary tools to run the entire business. nothing is left out.
- CW Manage integrations with other MSP applications is very broad. when we look for new tools we only use those that integrate and we've never had a problem finding them.
- CW Manage continues to improve the product. always pushing forward with new innovations!
- I wish that bundled items could be added to agreement additions.
- I would like to see the "agr_header_recid" field added to the agreement list screen.