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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

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

Rating: 8 out of 10
April 28, 2025
IncentivizedVetted ReviewVerified User
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 i...
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Tammy Kerr
C-Level Executive - Finance and Accounting
Controller
Sunset Technologies
ConnectWise PSA9 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

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Reviews From Top Reviewers

View all reviews
(1-5 of 24)

CoreComments

Rating: 8 out of 10
Incentivized
February 03, 2017
KH
Kim Hikichi
President
Core Information Technologies ltd. (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
6 years of experience
View profile
Use Cases and Deployment Scope
We use ConnectWise (CW) to create and manage tickets, opportunities, sales orders, purchase orders, receiving, and contact management. We also integrate it with a number of third-party solutions to pull those systems into a single console. It is used as our primary tool to track and manage all service and sales across the organization.
Pros
  • Integration with well-established third-party vendors.
  • Live chat support.
  • Established as an industry leader in this space for MSP.
Cons
  • Custom Report Writer is very hard to use and understand.
  • Project Management modules need to be revamped. Although you can create a project, managing it is slow and clunky so it makes it hard to know what is going on.
  • It would be nice to have an out of the box "Best Practice" setup configuration. It took several years of us tweaking and changing things to get things set up so that we got the built-in reports from CW to work and report revenues properly.
Likelihood to Recommend
In the MSP space, there are so many products on the market and you need a solution that actively pursues integration with the best of breed products. It is almost imperative to have a central console where everything reports to so your techs can keep their heads above water. ConnectWise has its issues, but the important part is they actively work to correct and improve them and they also keep on banging the bushes to find other tools and services to integrate with. ConnectWise has become one of the top solutions in this space so vendors are now building solutions and talking to ConnectWise right away to integrate with them.

ConnectWise helps us stay connected to our clients and what is important to them.

Rating: 9 out of 10
Incentivized
September 16, 2016
TS
Todd Swartzman
VP Operations
Realtime, LLC (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
9 years of experience
View profile
Use Cases and Deployment Scope

Our entire organization uses ConnectWise. We have 2 business units, Managed Services and Insurance Billing (Revenue Cycle Management) for medical practices. We log all activities in ConnectWise to address a number of business problems.

1. Record time spent against clients. This allows us to understand profitability per client and have a record of actions taken. This is primarily in Service Tickets and Projects.

2. Track assets for Managed Services Clients and associate those assets w/ service tickets.

3. Knowledge Base to help speed resolution of future service issues. To be fair, we supplement this function with another product too, but link to that product from within the assets in ConnectWise.

4. Service billing. We track and invoice service agreements and service tickets out of ConnectWise.

5. CRM and Sales. Contacts, company info, sales leads and sales process management.

6. Integrates with our RMM tool, Labtech and other monitoring tools to automatically open tickets based upon alerts or thresholds being met.

Pros
  • Ticket management. This is where the bulk of our service work is created, tracked and closed out for invoicing.
  • Agreement management. Automated billing of contracted services, lets us see what we are doing, and compare cost vs. invoicing to determine profitability of the service and the clients.
  • Time tracking. We do payroll out of ConnectWise too and we can see what that time was spent on by employees.
Cons
  • The project management piece is a little clunky and it is hard to collaborate with third parties using just the build in PM tools.
  • Some service agreements with some third parties are particularly troublesome, but this is probably more due to the third party and the way they transmit info than anything else.
  • The customer portal leaves a lot to be desired.
Likelihood to Recommend

Managed Service Providers - I don't know how you run a company like ours without a tool like this. I know one man shows and 200 employee MSPs who use it religiously.

Telecom companies - we've recommended the tool for friends who run telephone service companies and they love it.

If you run a service industry where you need to track what is being done for your clients, ConnectWise is a great tool. It's a CRM x 10!

ConnectWise - How to stay top dog in a market that changes at the speed of IT

Rating: 7 out of 10
Incentivized
September 11, 2017
RR
Richard Raue
CEO (Chief Executive Officer)
Hi-Tech Computers of Ruston (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
2 years of experience
View profile
Use Cases and Deployment Scope
We use ConnectWise as our PSA tool and track all client activities for sales and service.
Pros
  • It's a very comprehensive and powerful system, if properly implemented.
  • It is the market leader in my opinion and what attracted us to CW is the huge user community.
  • We like that CW is the big dog and that all new features and third party integrations are usually available to us first before other PSA tools.
Cons
  • Though CW has done a lot over the past 12 months in regards to UI and user experience, much more needs to be done. It's a little clumsy when navigating menus and certain tasks take extra steps that seem completely unnecessary.
  • We use the cloud version and speeds have been atrocious for months. I'm surprised that this has not been addressed. At certain times of day, we are unable to use it. This causes us a lot of grief with the techs as they see it as an excuse to no longer do real-time time entry. We've lost a lot of ground on getting good and timely ticket info.
  • Implementation is the most important aspect of being able to successfully use any PSA. We paid for the diamond implementation and then had to pay many thousands more with third party consultants to get things running effectively. We are in the business of making IT work, not PSA tools. I know it's hard to get it right for every unique situation, but more needs to be done to understand the workflow of the current business before forcing us into a setup that ultimately does not work.
Likelihood to Recommend
It's well suited for MSPs, but not at all for anyone with retail sales.

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.

Our ConnectWise Experience

Rating: 8 out of 10
Incentivized
September 08, 2017
WS
William Stasak
Vice President, CFO
WJS Guns LLC (Telecommunications, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
View profile
Use Cases and Deployment Scope
We use it in our help desk and service department. Dymin Systems is an MSP and telecommunications company. ConnectWise is our ticketing system, quoting system, and all around business platform for our clients. The CRM works very well and integrates into our RMM and other software seamlessly. Most of the troubles we have encountered were just learning curves. This platform is very customizable and robust.
Pros
  • Ticketing system works great for a help desk.
  • Help desk tickets get opened easy from RMM and through email from clients.
  • Configurations are easily tracked for companies and sites.
Cons
  • Customer ticket portal is cumbersome and not easy to use.
  • Payments can not be taken by cash or credit card easily or without third party software.
  • A Point of Sale would be a great add on as selling something in store is hard in CW as you need to creat a quote then and invoice and payment can not be made on the ticket with credit card in person or by cash with a cash drawer.
Likelihood to Recommend
Great as an MSP or company that extends credit to all clients and works remotely or onsite at client locations collecting payment through checks. Is horrible for any sale to be made on demand in a retail setting or repair shop where clients come to you and pay with cash or credit card.
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