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ConnectWise PSA

ConnectWise PSA
Formerly ConnectWise Manage

Overview

What is ConnectWise PSA?

ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub…

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Learn from top reviewers

Tried and True

Rating: 7 out of 10
February 3, 2025
IncentivizedVetted ReviewVerified User
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 effi...
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Verified user
Director
ConnectWise PSA15 years of experience

Overall sufficient, but with limitation outside ticketing.

Rating: 6 out of 10
January 21, 2025
IncentivizedVetted ReviewVerified User
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...
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Verified user
Manager
ConnectWise PSA8 years of experience

It's All About The Setup!

Rating: 10 out of 10
January 14, 2025
Vetted ReviewVerified User
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...
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Eileen Wilson
Partner - Professional Services
Owner
Pivotal Crew LLC
ConnectWise PSA17 years of experience
Verified on LinkedIn

ConnectWise PSA - All in One Game Changer

Rating: 10 out of 10
December 27, 2024
IncentivizedVetted ReviewVerified User
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...
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Verified user
Manager
ConnectWise PSA2 years of experience

Powerful, reliable PSA

Rating: 8 out of 10
December 17, 2024
Vetted ReviewVerified User
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 be...
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Jason Parsons
Consultant - Information Technology
Consultant
Bam Boom Cloud
ConnectWise PSA6 years of experience
Verified on LinkedIn
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Pricing

View all pricing

Subscription

$35.00

On Premise
Per Tech Per Month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://info.connectwise.com/manage/bof…

Offerings

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

Catalyst ConnectWise Manage Integration

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.3
Avg 8.1

Self Help Community

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

8
Avg 7.9

Multi-Channel Help

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

8.9
Avg 7.9
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Product Details

What is ConnectWise PSA?

ConnectWise PSA (formerly Manage) is presented as a business management platform for companies that sell, service, and support technology. According to the vendor, the product supports 110,000 users and helps them achieve greater accountability, operational efficiency, and profitability. The platform is cloud-based and integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics in order to streamline a company's operations.

ConnectWise PSA is the hub of the ConnectWise suite, a set of solutions for technology solution providers that aims to give an end-to-end view and total control over their business.

ConnectWise also gives its users access to a network of ideas, experts, and solutions. ConnectWise has been in business for more than 15 years.

ConnectWise PSA Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

ConnectWise PSA Screenshots

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

ConnectWise PSA Videos

ConnectWise PSA Integrations

ConnectWise PSA Competitors

ConnectWise PSA Technical Details

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

ConnectWise PSA Downloadables

Frequently Asked Questions

ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.

Datto Autotask PSA, Salesforce Sales Cloud, and Rev.io PSA are common alternatives for ConnectWise PSA.

Reviewers rate IVR and Social integration highest, with a score of 9.8.

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

ConnectWise PSA Customer Size Distribution

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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 61)

Excellent project information management solution and effective reporting system.

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

Great for Ticket tracking, but CRM/reporting capabilities need improvement

Rating: 4 out of 10
Incentivized
February 20, 2017
Verified User
Professional in Marketing
Information Technology and Services Company, 11-50 employees
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Use Cases and Deployment Scope
We use ConnectWise as our Sales CRM. It hosts our customer, company, sales activity and sales opportunity data. We are a technology service provider and also use it for our engineering tickets, which track billable engineered hours that are then billed to our customers. We also use the platforms to view, track and complete request tickets we receive from customers.
Pros
  • Ticket tracking
  • Opening and closing tickets
  • Integration
Cons
  • Reporting capabilities
  • Field and reporting customization
  • Custom views
  • Filtering options
  • Visibility
  • Very static platform
  • Great for tracking tickets and billable hours, needs much improvement on Sales CRM capabilities
Likelihood to Recommend
ConnectWise is great for our ticket tracking. It is a wonder service for managed services providers (or for companies that track any kind of request tickets and billable customer hours).

The platform needs a great deal of work when it comes to reporting, customization and the sales CRM data. It is very static and we have had to outsource all of our reporting due to the ConnectWise inability to provide reporting we need. Custom fields are hard to integrate and our sales reps lack the visibility and ease of navigation they need in their data.

Manage A Better IT Department

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

Connectwise helps coordinate our different departments

Rating: 7 out of 10
Incentivized
June 02, 2021
AH
Angela Heid
Office/Purchasing Manager
Think Tank NTG (Computer Networking, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
View profile
Use Cases and Deployment Scope
Connectwise manage is used across the whole organization. We use it for our CRM system as well as tracking sales opportunities, projects, and time. Before Connectwise we had to use several different programs to accomplish the same thing, so this makes things easier by pulling it all together.

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

ConnectWise Manage - The hub of our MSP business

Rating: 9 out of 10
Incentivized
May 19, 2017
Verified User
Director in Information Technology
Computer & Network Security Company, 11-50 employees
Vetted Review
Reseller
ConnectWise PSA
2 years of experience
Use Cases and Deployment Scope
Our entire organization uses Connectwise Manage. It acts as our CRM platform, Service Desk (ticketing) platform, Invoicing platform, Project Management platform and includes Office 365 billing automation and management features (CloudConsole).
Pros
  • Outstanding service desk platform. Highly customizable in regards to fields, custom views, and reporting via Report Writer.
  • Workflow Rules engine is extremely powerful for creating automation workflows; from simple things like notifying staff when a ticket is nearing an SLA Breach, to complex items like firing off a script in an RMM (Labtech/Automate) when a given action is taken on a Service Desk ticket.
Cons
  • Design of the application has come very far in the last couple years, but is still incomplete. A number of screens/modules still use the "old design", and we'd like to see everything ported over to the "new UI" as soon as possible.
  • Knowledgebase module is virtually useless based on present-day standards. We rely on a separate 3rd party solution for our documentation and password management needs.
Likelihood to Recommend
Managed Service Providers with 5-250 employees should find a good fit with CW Manage. Enterprises beyond that size may find customization to be a limiting factor.
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