TrustRadius Insights
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%
Reviewer Pros & Cons
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
Product Demos
Catalyst ConnectWise Manage Integration
YouTube
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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% |
Comparisons
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Reviews and Ratings
(373)
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!
- Business Problems Solved
- Pros
- Cons
- 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:
-
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.
-
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.
-
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 98)Companies can't remove reviews or game the system. Here's why
Score 1 out of 10
Vetted Review
Verified User
33.333333333333336%
3.3
N/A
N/A
43.33333333333333%
4.3
Score 1 out of 10
Vetted Review
Verified User
62%
6.2
30%
3.0
50%
5.0
October 03, 2022
Stay away from ConnectWise unless you want to be locked in a contract you might regret later
Score 1 out of 10
Vetted Review
Verified User
10%
1.0
10%
1.0
10%
1.0
March 28, 2022
Great CMS for MSPs
66.66666666666667%
6.7
80%
8.0
14%
1.4
90%
9.0
90%
9.0
90%
9.0
March 23, 2022
Connect wisely with ConnectWise.
86.66666666666666%
8.7
80%
8.0
84%
8.4
March 22, 2022
Connectwise Manage - a must have for your MSP business
96.66666666666666%
9.7
90%
9.0
90%
9.0
March 13, 2022
ConnectWise Manage - To Manage Wise
100%
10.0
100%
10.0
100%
10.0
Score 1 out of 10
Vetted Review
Verified User
11.666666666666668%
1.2
40%
4.0
10%
1.0
75%
7.5
90%
9.0
83.33333333333334%
8.3
April 25, 2021
Manage A Better IT Department
95%
9.5
100%
10.0
58%
5.8
70%
7.0
70%
7.0
50%
5.0
April 20, 2021
ConnectWise Manage - Good for Multiple Clients
51.66666666666667%
5.2
N/A
N/A
14%
1.4
April 20, 2021
ConnectWise Manage - For the serious MSPs
56%
5.6
45%
4.5
63.33333333333333%
6.3
Score 1 out of 10
Vetted Review
Verified User
76.66666666666667%
7.7
10%
1.0
40%
4.0
February 23, 2021
ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software
35%
3.5
50%
5.0
23.333333333333336%
2.3
93.33333333333334%
9.3
90%
9.0
36%
3.6
February 20, 2021
Tries to do too much, doesn't do anything well
N/A
N/A
N/A
N/A
N/A
N/A
Score 1 out of 10
Vetted Review
Verified User
10%
1.0
10%
1.0
10%
1.0
January 19, 2020
Powerful business tool with room to grow
N/A
N/A
N/A
N/A
N/A
N/A
November 07, 2019
Connectwise - The MSPs PSA
100%
10.0
85%
8.5
100%
10.0
October 23, 2019
Easy to use, but the interface could use an update
58.33333333333333%
5.8
50%
5.0
32%
3.2
October 22, 2019
ConnectWise Manage manages to manage us well
95%
9.5
85%
8.5
100%
10.0
October 22, 2019
Good all-in-one tool but could use a makeover
N/A
N/A
70%
7.0
42%
4.2
October 16, 2019
Leaves You Wanting More
52.5%
5.3
70%
7.0
N/A
N/A