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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

8.2
Avg 8.1

Self Help Community

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

8
Avg 7.8

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.

8.8
Avg 7.8
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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 9.7.

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 103)

Connectwise Ticketing and More

Rating: 8 out of 10
Incentivized
August 05, 2016
Verified User
Executive in Information Technology
Computer & Network Security Company, 1-10 employees
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
Use Cases and Deployment Scope
Connectwise is being used across our organization. Using it has helped to organize workflow and captured time lost. In turn this has increased revenue. More recently we have started using the Sales modules allowing us to provide and follow up with existing clients as well as prospects. Overall we have had a great experience with Connectwise and would recommend it. Even to our competitors.
Pros
  • The ticketing system is awesome. It keeps us on track with our work. The ability to share information is very useful.
  • Communication with clients is easy and putting the job into a waiting client input status lets us easily see ticket updates.
  • Support is excellent. If you have an issue they are on chat immediately and if needed it gets escalated to a higher level.
Cons
  • Connectwise can be overwhelming to use. There are so many features it can be a daunting task to determine and implement everything you need.
  • The configurations are helpful but could use some improvement.
  • Integration with other programs. We are in Canada and Accounting Integration is limited. It forces you to use one product or purchase additional Apps for a monthly fee.
Likelihood to Recommend
Connectwise is great for organising ticket workflow. The Sales and Marketing is not as powerful as it could be.

Overall sufficient, but with limitation outside ticketing.

Rating: 6 out of 10
Incentivized
January 21, 2025
Verified User
Manager in Customer Service
Information Technology & Services Company, 11-50 employees
Vetted Review
Verified User
ConnectWise PSA
8 years of experience
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.

The best PSA for small managed service providers

Rating: 10 out of 10
Incentivized
March 27, 2015
Verified User
Executive in Corporate
Computer Networking Company, 11-50 employees
Vetted Review
Verified User
ConnectWise PSA
8 years of experience
Use Cases and Deployment Scope
It is our main PSA. It is used as ticketing system, marketing and sales and procurement
Pros
  • Best ticketing system for small MSP
  • Excellent procurement module
  • Very good accounts receivable
Cons
  • Better Project management capabilities
Likelihood to Recommend
Are you in the business of providing computer consulting services? Do you offer Managed services?

ConnectWise, don't go to your office without it!

Rating: 8 out of 10
Incentivized
April 17, 2019
DM
David McCoy
Provisioning Engineer
Fuse.Cloud (Computer Networking, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
2 years of experience
Use Cases and Deployment Scope
It is being used as a project management system and a ticketing system. This stretches across our entire company. Everyone in the office uses this for keeping up with what is currently happening with customers, projects, etc
Pros
  • Project Management. Red tape could be bad sometimes but we have setup the system to make sure that the red tape is followed so that our customers have the best experience they can have.
  • Ticketing system. We make sure that our customers have the best customer experience possible and with the ticketing system, we make sure we take care of them if they have issues.
Cons
  • The main missing functionality is a text editor that you can implement HTML or even basic WYSIWYG. Creating customer notes without pictures to show in the text spot is a downer
  • There are some times during the day where the system gets very slow. When I start having issues, other people I work with start asking if ConnectWise is down. A few minutes later it does eventually come back up, but not before having issues with the load screen spinning.
  • The ticketing system needs to have a faster refresh rate than every 5 minute, I would like to even make it every 60 seconds or so. We have so many tickets coming in, it is hard to keep up if someone replied to the ticket unless you click the Service Board tab to refresh the ticket.
Likelihood to Recommend
This is great for a ticketing system and great project management system. We can also keep up with customer configurations and all of their IT.

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.
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