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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

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

Rating: 1 out of 10
July 6, 2023
Vetted ReviewVerified User
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...
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Verified user
Manager
ConnectWise PSA1 year of experience

Buyer beware, its no wonder there is no trial period on this product.

Rating: 1 out of 10
November 1, 2022
Vetted ReviewVerified User
We are trying to use it to manage our project and CMSP client based services. We wanted a application to track projects, tickets, CMSP services, contracts, and sell for propos...
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Steve Muenstermann
Consultant - Information Technology
President/CEO
Cloudbusters®, Inc./Control Freaks®
ConnectWise PSA1 year of experience

Stay away from ConnectWise unless you want to be locked in a contract you might regret later

Rating: 1 out of 10
October 3, 2022
Vetted ReviewVerified User
Please don't make the mistake that I did by working with ConnectWise. Once you are locked into a contract the only change you can ever make is to ADD to the contract. If you w...
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Guy Kittelson
Professional - Information Technology
CEO (Chief Executive Officer)
Kittelson IT Solutions, Inc.
ConnectWise PSA15 years of experience

Great CMS for MSPs

Rating: 9 out of 10
March 28, 2022
IncentivizedVetted ReviewVerified User
We use Connectwise across the business, as an MSP it integrates across all departments from sales and marketing to the service desk. Prior to using this platform, we had dispa...
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Jemma Munford
Manager - Other
Vendor Manager
Lima Networks
ConnectWise PSA5 years of experience

Excellent project information management solution and effective reporting system.

Rating: 9 out of 10
March 26, 2022
IncentivizedVetted ReviewVerified User
ConnectWise Manage allows easy features configuration and its overall management quality is excellent. The platform has been very helpful on easy multiple project management a...
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Bernado Carlos
Project Manager - Engineering
Materials Manager
Arup
ConnectWise PSA2 years of experience

Connect wisely with ConnectWise.

Rating: 9 out of 10
March 23, 2022
IncentivizedVetted ReviewVerified User
We use ConnectwWise throughout our organization from support to sales to HR and accounts. This helps us to automate between all departments and give employees full visibility ...
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Verified user
Consultant

Connectwise Manage - a must have for your MSP business

Rating: 10 out of 10
March 22, 2022
IncentivizedVetted ReviewVerified User
Prior to using Connectwise Manage, we used a variety of software to keep track of our customer's information including spreadsheets and databases we wrote but nothing was all-...
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Daren Anderson, MSIS
Executive - Information Technology
President
Big D Technology Solutions, Inc.
ConnectWise PSA3 years of experience

ConnectWise Manage - To Manage Wise

Rating: 9 out of 10
March 13, 2022
IncentivizedVetted ReviewVerified User
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 functionali...
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Verified user
Engineer
ConnectWise PSA1 year of experience

Beware of this one - if you are a bog standard MSP - it might be worth it, but prepare yourself for a long lead in if you are looking to make it work for its money

Rating: 1 out of 10
July 8, 2021
Vetted ReviewVerified 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, pro...
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Stella Heesom
General Manager - Corporate
General Manager
JagFT (Jag Finance and Technology)
ConnectWise PSA1 year of experience

Connectwise helps coordinate our different departments

Rating: 7 out of 10
June 2, 2021
IncentivizedVetted ReviewVerified User
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 t...
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Angela Heid
Manager - Other
Office/Purchasing Manager
Think Tank NTG
ConnectWise PSA3 years of experience

Manage A Better IT Department

Rating: 9 out of 10
April 25, 2021
IncentivizedVetted ReviewVerified User
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 a...
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Cameron Rainey
Director - Information Technology
Director Of Business Development
Intelli-NET
ConnectWise PSA6 years of experience

ConnectWise Manage is a great tool for automating service requests

Rating: 8 out of 10
April 23, 2021
IncentivizedVetted ReviewVerified User
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 automat...
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Verified user
Team Lead
ConnectWise PSA4 years of experience

ConnectWise Manage - Good for Multiple Clients

Rating: 8 out of 10
April 20, 2021
IncentivizedVetted ReviewVerified User
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,...
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Verified user
Engineer
ConnectWise PSA1 year of experience

ConnectWise Manage - For the serious MSPs

Rating: 8 out of 10
April 20, 2021
IncentivizedVetted ReviewVerified User
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 mana...
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Rob Rotundo
Manager - Information Technology
Service Manager
Professional Computer Associates
ConnectWise PSA5 years of experience

Overpriced, clunky software with extremely terrible customer and technical support

Rating: 1 out of 10
March 24, 2021
Vetted ReviewVerified 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 o...
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Verified user
Director
ConnectWise PSA2 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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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

3.8
Avg 7.8

Self Help Community

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

3.5
Avg 7.6

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.

4.2
Avg 7.5
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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 Subscription-based notifications and Email support highest, with a score of 4.8.

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 and Ratings

(379)

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!

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:

  1. 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.

  2. 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.

  3. 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.

Reviews

(1-25 of 90)
Companies can't remove reviews or game the system. Here's why

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

Rating: 1 out of 10
July 06, 2023
Verified User
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Alternatives Considered
I would not have championed for the transition had I known how poorly the implementation would go and how antiquated the software really is. As a company serving technology providers CW knows we have an expectation of ease of use, robust offerings, straightforward functionality... This product is anything but! Save yourself the time and energy and avoid CW products.

Buyer beware, its no wonder there is no trial period on this product.

Rating: 1 out of 10
November 01, 2022
SM
Steve Muenstermann
President/CEO
Cloudbusters®, Inc./Control Freaks® (Information Technology & Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
View profile
Alternatives Considered
Everyone but dynamics had holes in it. Dynamics is good, but it requires more development time. I spoke with some people that have CW and liked it. But when I inquired after our frustrations, I discovered they had a full time scheduling & logistics CW manager and the field people were using it purely like any other more simplistic ticket system. They said it would be impossible otherwise.

The one big difference is the transparency of the sales effort. The other sales people were honest on the limitations or potential challenges and worked with us. They also worked with our agenda. At CW they don't have that option. The consulting time is eaten through a pre-formatted agenda which they communicate too you, not with you.

Connect wisely with ConnectWise.

Rating: 9 out of 10
Incentivized
March 23, 2022
Verified User
Vetted Review
Verified User
Alternatives Considered
ConnectWise, does more than one function well for a CRM, it enables managed service providers to place all of their services into a single solution, that helps smooth the running of the business. Now we don't have to have 4+ different software packages to provide customer tickets, account information, sales pipeline, and HR.

Connectwise Manage - a must have for your MSP business

Rating: 10 out of 10
Incentivized
March 22, 2022
DA
Daren Anderson, MSIS
President
Big D Technology Solutions, Inc. (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
View profile
Alternatives Considered
We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.

Beware of this one - if you are a bog standard MSP - it might be worth it, but prepare yourself for a long lead in if you are looking to make it work for its money

Rating: 1 out of 10
July 08, 2021
SH
Stella Heesom
General Manager
JagFT (Jag Finance and Technology) (Information Technology & Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
View profile
Alternatives Considered
We chose ConnectWise Manage because it has integration into our distribution network. This feature is ok but given all of the other issues, we will more than likely be moving to Dynamics.

ConnectWise Manage - Good for Multiple Clients

Rating: 8 out of 10
Incentivized
April 20, 2021
Verified User
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Alternatives Considered
  • Spiceworks
ConnectWise Manage is a very robust tool with multiple uses. If you have the money to spend, it is a very good product. The ability to centrally manage all of your tickets, users, computer information, as well as it's reporting functionality makes this product stand out above many of the others.

ConnectWise Manage - For the serious MSPs

Rating: 8 out of 10
Incentivized
April 20, 2021
RR
Rob Rotundo
Service Manager
Professional Computer Associates (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
5 years of experience
View profile
Alternatives Considered
We used to use Commit. While it was good. Connectwise manage is better as far as keeping track of things and being able to automate a lot of things so that we dont have to remember to do it. Takes the human error out of a lot of issues. We also went with it because we were able to purchase it outright and run it in-house.

ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software

Rating: 4 out of 10
Incentivized
February 23, 2021
CM
Charlie Meyer
President
Sudora (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
6 years of experience
Alternatives Considered
When we picked this product, it was the best and has since been surpassed. We chose ConnectWise Manage because the salesperson glossed over all of the features we wanted and it ticked all the boxes. We should have done more research. We stick with it because once you get into this product and get all of the other MSP software tied in, it is very difficult to change.

Stay away from ConnectWise, they are not the company they used to be

Rating: 1 out of 10
January 31, 2020
AG
Andreane Gagne
VP
Secure-It Pro (Computer Software, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
1 year of experience
Alternatives Considered
Any solution is better than ConnectWise at the current state of this company. We chose Pulseway. With them, we have a great easy interface, and awesome customer support. We can buy our licence ourselves. The price is on their site as opposed to competitors who hide their price and you need to go through them to get a quote. Deployment was super easy and took seconds as well.

Powerful business tool with room to grow

Rating: 8 out of 10
Incentivized
January 19, 2020
NP
Nicolas Poague
NOC/Design Technician
One2One Inc (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
4 years of experience
View profile
Alternatives Considered
  • serviceledger
Our team previously used ServiceLedger prior to switching to ConnectWise. I do not personally have experience with ServiceLedger, but I am told the switch was made due to the more extensive functionality that ConnectWise offers. ServiceLedger looks to be more focused on service desk management, while our business now uses ConnectWise across the board for all departments and just about anything relating to our customers.

ConnectWise Manage manages to manage us well

Rating: 9 out of 10
Incentivized
October 22, 2019
JB
James Buchholz
IT Technician
Clark Computer Services (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
ConnectWise PSA
3 years of experience
View profile
Alternatives Considered
ConnectWise Manage is better than all of them. It's more complete and has a consistent interface across all of its modules. Very easy to filter and find data with Views. I like that it has its own program too, not just a website. I think the program is essentially like a mini web browser anyways, but I like to have it separated out from the rest of my web stuff.

Leaves You Wanting More

Rating: 3 out of 10
Incentivized
October 16, 2019
Verified User
Vetted Review
Verified User
ConnectWise PSA
2 years of experience
Alternatives Considered
monday.com is very easy to use, and it is much easier for new team members to learn how to use it. I use it with our web developers, and the interface is much easier to navigate. Emails to clients/other resources that are generated from their tasks are much nicer looking and do not seem to cause confusion for clients in the way that the emails generated from ConnectWise Manage do.

Heavy Hitter, with Outdated UI

Rating: 6 out of 10
Incentivized
October 03, 2019
GA
Garry Adams
Client Relationship Manager
JMARK Business Solutions, Inc. IT Support and IT Services Tulsa OK, Springfield MO, Fayetteville AR (Information Technology and Services, 51-200 employees)
Vetted Review
Verified User
ConnectWise PSA
2 years of experience
View profile
Alternatives Considered
Autotask and ConnectWise Manage are the two heavy-hitters in the PSA space. Autotask has a much more updated UI and is much more user-friendly than ConnectWise Manage. ConnectWise Manage is more popular than Autotask in the channel and often products are integrated with ConnectWise Manage before they are integrated with Autotask.

ConnectWise is above others

Rating: 7 out of 10
Incentivized
August 29, 2019
DB
Dale Bradford
Network Administrator
Leap Managed IT powered by Thomas Office (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
4 years of experience
View profile
Alternatives Considered
We used ECI e-automate for our MSP side, however, it just didn't have the features we needed. ECI was a great fit for our copy print division, however, the MSP side needed features not in this program. I have used osTicket prior and it was briefly thought of for our MSP side, however, the open-source, and lack of quick support illuminated it from the list fast.

Good All-In-One Solution For Simple Requirements - Not So Much For Large and/or Complex

Rating: 6 out of 10
Incentivized
August 29, 2019
Verified User
Vetted Review
Verified User
ConnectWise PSA
13 years of experience
Alternatives Considered
We selected ConnectWise when we were a much smaller company with more basic needs. It was fine for that. We've outgrown it but are now basically stuck with it. I keep hoping for some major improvements. If I had the opportunity to replace it, I would - I would look at solutions like Right Now, Salesforce, and others with robust project/portfolio management and resource scheduling and forecasting.

ConnectWise may require a significant investment... but you can't run your MSP without it...

Rating: 6 out of 10
Incentivized
November 20, 2018
AF
Alex Farling
Managing Partner
Delaware Micro-Computer (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
ConnectWise PSA
7 years of experience
View profile
Alternatives Considered
I was honestly coerced into it by my peer group at the time... but it was the right decision. We transformed from a break/fix to a Managed Services business and probably couldn't have made that transition without ConnectWise or some other tool like it. It allowed us access to tools and community knowledge that we just didn't have before....
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