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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…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
Score 1 out of 10
Vetted Review
Verified 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, procurement, finance). We do not have an on-premise solution.
- Pre-sales
- Customisation in the cloud - the current capability is poor. Templates, reports, workflows are not intuitive or easy to implement.
- Local presence - it can be very difficult to deal with the time difference - Miami FL, is a long way from Brisbane Australia.
- Basic issues are not easily resolved - a lot of time is spent troubleshooting issues only to find that the simplest answer is the correct one.
- It is very expensive for what you get
- The customer portal is outdated and we don't use it as it is not user friendly.
- Add on products are ok but have all of the same issues outlined above.
- It is very ticket centric, rather than customer centric
11.666666666666668%
1.2
40%
4.0
10%
1.0
- We are unable - after a year of implementing the product to even send quotes with ease.
- The product is not cost effective.
- We have not been able to achieve any objectives from this platform.
- Microsoft 365 (formerly Office 365), MS SharePoint, HubSpot CRM, HubSpot Sales Hub, Microsoft Dynamics 365 Business Central (formerly Dynamics NAV), Salesforce.com and Zoho CRM
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.
6
Technical
Sales
Finance/Accounts
Sales
Finance/Accounts
We do not know, despite asking this very question. We did not expect, when purchasing a SAAS product that we would need to pay for a full time developer too.
- Increase sales
- Increase profitability
- Simplify and improve internal processes
- None
- None
Yes
Hubspot
- Product Features
- Product Usability
- Product Reputation
I would not select ConnectWise Manage.
- Third-party professional services
- TIBCO professional services
We used ConnectWise Manage implementation team.
No
Change management was a major issue with the implementation
- Bugs
- Data import
- Platform setup
- Online training
Don't try it without engaging with a developer.
Some - we have done small customizations to the interface
We have tried to customize the interface, without success.
No - the product does not support adding custom code
I don't know. I didn't even know it was a thing.
Yes
No. If a bug is reported, it goes into a black hole.
No. We have never experienced exceptional support.
- WiseSync is the only saving grace
- Service Tickets
- Templates & Workflows
- Reporting
- Configuration
- Procurement
- ITBoost
- Connectwise Sell
- WiseSync
WiseSync is a shining beacon of simplicity and ease of use. ConnectWise Manage would do well to look at their model.
- File import/export
- API (e.g. SOAP or REST)
- AppExchange or similar marketplace
Don't try it if you don't have an in-house developer.
There proposal had some flexibility and pricing was slightly negotiable.
Don't do it, unless you have a LOT of time and you like early mornings or late nights.
No
- I don't know.
- I don't know. I would like to get the instance we already have right before worrying about the upgrade.
No
No
February 23, 2021
ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software
ConnectWise Manage is used by everyone here as the primary way we record time spent doing anything. This includes the management of tickets, internal projects, hourly employee tracking, and customer sales interactions. We use it for some accounting functions, such as creating and emailing invoices. It is also used to tie other pieces of MSP software together. We use it for scheduling future events as well as record keeping for actual time spent.
- Contract management
- Service ticket management
- Connecting to other software
- Very slow (Cloud version is not usable in real time with customers)
- Terrible quoting system (must buy add-on Sell to modify Quote template at all)
- No two-sided accounting (must buy add-on to talk to QBO or to export some transactions)
- Unusable knowledge base (must buy third-party add-on like IT Glue)
- Unusable documentation management system (no versioning, no wiki, no linking, 100% featureless)
- Slow customer support
- Customer support refuses to assist with any report
- Password management is insecure or absent
- Expensive
- Many incompetent features requiring add-ons not disclosed upfront
- Very difficult to implement (plan a year in advance)
35%
3.5
50%
5.0
23.333333333333336%
2.3
- Increased profitability over no PSA
- Increased time accountability
- Significant time expense waiting on ConnectWise Manage to respond
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.
5
All business functions use ConnectWise Manage.
2
There are two of us trained in depth (>100 hours) on this product. I recommend outsourcing this function rather than learning it.
- Time tracking
- Contract management
- Invoicing
- We would love them to fix the quoting system so the default template can be modified
- We would love configuration linking within Manage without having to use IT Glue for linking
Yes
We replaced a web-based software that we wrote to track these things. It ran at least 100 times faster but it did not integrate with anything. Programming the integration was too much work, so we moved to ConnectWise Manage. At the time, ConnectWise Manage was the best and not owned by Toma Bravo.
- Product Features
- Product Reputation
We were sold on ConnectWise Manage having all of the functions we needed built in. The marketing and sales people checked all the boxes during our evaluation. Sales glossed over so much so quickly that we didn't get to the bottom of how we would make use of the feature. It wasn't until we started using it that we realized that most of the features were missing critical components, making the functions useless (or requiring a separate piece of software to make them adequate). The product had a great reputation but, that said, people that used it universally showed frustration with it. As a market leader with fewer options at the time, we chose to jump in, probably too quickly.
I would write out a list of exactly what we want to see the software do and give it to the sales people in advance. I would divide the list into mandatory things, profitable non-mandatory things, and veto things (e.g., hosted in China). I would make a list of all other software we would need to use with the PSA to be a fully functional MSP and price all of it together. I would require that we actually get an instance to play in from the cloud environment. If ConnectWise Manage won't give you an instance, then evaluate it after you evaluate everything on the market that does. Make sure to talk with a lot of other companies. Call your competitors and get their opinion too. Make sure to evaluate at least three competing products. Keep an exit strategy in mind at all times. Look at the parent company and what other properties they own.
- Implemented in-house
No
Change management was minimal
You will be doing your own change management in every way if you are a small company.
- Mileage tracking
- Quote creation and formatting
- Different invoice types that can not be combined
- Different sections of the billable hierarchy overriding other ones mysteriously
- Data import--most data was lost in the process due to limited import functions
- Training is quite involved
- Time taken to set up correctly is very high
Yes. We have ConnectWise Manage cloud with premium support. I really don't know what that means though. If you ask them to assist with any reporting task, they want to sell you a customization ticket. You will need support for this product. You should probably buy two support sources, ConnectWise Manage support (for technical issues) as well as a third-party consultant (non-ConnectWise employee) to actually get the program set up, make reports, and maintain the software. The consultants are expensive and totally worth it. Don't expect to get ConnectWise Manage set up optimally by yourself (unless you have years).
Yes
Resolved? No! We reported slowness (on the cloud version) and had a ticket open for years. They would close it and make a new one but this went on for literally years. The issue was that clicks within the software would take from 6-40 seconds, averaging between 12-20 seconds per click. This cost us dearly. We begged them to make it faster. Once they got clicks to 7-8 seconds, they would bail, saying that this is normal operation. We begged to be moved to a different server in their cloud and they refused saying they were working on it. Make sure to get them to demo cloud speed on your network before purchasing. Actually run through tasks and role play as if you have a customer on the phone.
Sometimes you will have a quick question and once their chat answers (never once having read the question in advance), they will be able to solve the issue. ConnectWise has never provided us with exceptional support in any way on any product that comes to mind. They consistently underwhelm. When I look back at our record we open way fewer tickets than we used to. We got trained to just not bother. I almost never open them anymore. Reddit and forums are faster. Also, if you don't notice that they replied within 10 minutes they will hang up on you. They timestamp replies and one time I opened a ticket toward the end of the day and ended up leaving work. It took them almost 2.5 hours to give an initial response. Admittedly that is less common than a 5- to 15-minute wait.
- Creating a new service ticket for an existing client
- Organizing tickets onto service boards
- Connecting to other MSP software
- Report creation
- Quoting (100% featureless and unable to even modify the default quote)
- Finding information
- Marketing (unusable)
- Knowledge Base (unusable)
- Setting up a new client
- Logging in on self-hosted versions (kicks out of other logged-in sessions and forces their portal)
- Password management (they claim passwords can be configurations)
- Procurement and product management (best to just track categories and keep details in the notes)
- Tying configurations together (you will need IT Glue integration for this)
- Contact management (no tie to username or cloud accounts or anything the user does or uses)
- Item profitability tracking
Yes
It is much faster than the desktop or web versions for looking up a client name (3-4 seconds in mobile vs. 30-60 seconds in the desktop version). It is difficult to enter time on, and I have had time disappear that I had entered. It doesn't let you easily change your work role/type combo without extra screens on each time entry.
Score 1 out of 10
Vetted Review
Verified User
Before considering ConnectWise, make sure you read the recent reviews and have a look at the Bureau of Better Business Practice where you will see a lot of unanswered complaints from clients who cannot close their accounts. ConnectWise used to be a good product but it is no longer the case. The product is not updated and very bogus, same for documentation. Support is basically non-existent. We had support request elevated and unanswered for over a month. As with many other customers, they told us we would have a free 3 months trial period (even thought there are still considerable costs for implementation and the ridiculous ConnectWise University) they now refuse to close our account. Setting up an account was supposed to take under 48 hours and instead it took 10 days! We have now moved to a competitor and are so happy about it even though it will probably take us a lawyer to be able to close our account with ConnectWise after months of painful and costly implementation.
- Pre-sales.
- Screen connection.
- The product as a whole.
- The support.
10%
1.0
10%
1.0
10%
1.0
- It has been a complete waste of time and resources.
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.
No
- Third-party professional services
Yes
Change management was a major issue with the implementation
Yes
Yes
November 16, 2015
ConnectWise for MSPs
ConnectWise has the unique ability to tie together all people and processes within our organization, making it an essential tool for everyone in our organization. From service to sales to finance to product integration, ConnectWise is designed to weave all of these disparate silos together into a centralized, meaningful way. Many of the products and services we use, tie directly into ConnectWise, making alerting, ticketing and billing a snap. With scheduling, time entry, ticket tracking and workflow automation features, not only is invoicing is more efficient than ever but the product has been designed to be scalable to grow with your organization.
- Agreement billing is easy with correct work role and work type configurations, giving you the ability to streamline your billing process, but also the flexibility to easily address your clients with unique billing arrangements.
- Workflows can be configured to alert anyone in your team to exception-conditions. Expiring agreement in 3 months? Warranty expiration in 45 days? Negative survey? Missed SLA? Emergency tickets? Not a problem with Connectwise's workflows.
- Product integration allows for better alerting, with improved ticket categorization for data analytics.
- Outside Sales benefits from improved reporting helping you determine what is and is not working, track your sales quotas and project your growth based on successful sales.
- Inside Sales benefits from streamlined quote creation and delivery, activity and ticket tracking all while delivering key sales metrics.
- New GUI Reporting interface allows SQL-novices to drag and drop fields to make the reports that are meaningful to you.
- Knowledge Base is weak.
- The ability to send Project surveys is limited to tickets within the Project, but not the project itself.
- The current release cycle is very aggressive. Be prepared to update the program every 30 (or fewer) days.
- The program's flexibility can be a weakness, so you will need to educate your team. ConnectWise University is a great resource - use it.
N/A
N/A
N/A
N/A
N/A
N/A
- Better data analytics to identify problematic products and services.
- Increased employee utilization, better resource management.
- The product's workflow automation allows for scalability.
- Directly improves customer service through the closed loop features.
- Indirectly improves service through reporting, which allows us to better know what we do and don't do well.
100
All employees, including Administration, Billing, Inside Sales, Outside Sales, Account Executives, Network Operation, Security Operations and all Service and Support engineers use ConnectWise to schedule (uses Outlook sync), track their time, track products and services, and prioritize their task list. Administration and team managers use the product to track their team, resources and key metrics.
2
Product support is fairly easy, although there are a lot of product updates. In our organization, the CIO and the manager of the Network Operations team provide in-house support. We utilize a monthly patch cycle which has been successful for us. Once the product is installed and correctly configured, it does not take much effort to maintain the system.
- Resource Scheduling
- Tracking Time against Agreements
- Improved resource management
- Better reporting on key metrics
- Service delivery is built on the ITIL standard
- Workflows
- Automated alert notification letting the system tell "Freemium" clients when alerts happen, and letting the clients leverage 'Self - service" to tell us when they want us to resolve an issue.
- Customized reporting. Once we found we could dig into the database, we've been creating custom reports ever since. The last time I checked, I think we had around 110 custom reports.
- Improve Project Management
- Project Surveys
- Leverage more automation through workflows
- Hopefully the Knowledge Base will improve and we can utilize it.
Yes
We have grown through mergers and acquisitions, but these groups have previously used Autotask and Numera's Track-It. We chose ConnectWise early on based on our growth projections. We felt we wanted to make the switch to a product that had the ability to serve our needs no matter what our size, and we only wanted to make the switch once.
- Product Features
- Product Usability
- Third-party Reviews
The ability to weave together, in a scalable way, every aspect of our organization, as well as many of the products and services we sold, made ConnectWise an obvious choice for us. No other product seemed to have all of these pieces, that could pull these disparate entities together in such a seamless manner.
If we had to go through the process again, we would make the same decision to use ConnectWise, although I like to think we would have better trained our employees and better adopted best-practices.
- Implemented in-house
No
Change management was a small part of the implementation and was well-handled
When we first implemented ConnectWise, we were a much smaller firm and change management was not a big hurdle for us. As we grew, we found that different groups within the organization used ConnectWise in different ways. We recently worked with ConnectWise Consulting for a thorough system review to improve our processes and leverage greater efficiency.
- Encouraging the employees to adopt the best practices.
- Training.
- Understanding how data flowed from time entry to agreements to billing. It took some time to get invoicing adjusted.
Yes
The product is too important not to have full support.
Yes
Yes, the recent product development team is aggressively and quickly addressing any product flaws. Bugs seem to be fixed in one to four weeks.
We had some database issues, stemming from an update. ConnectWise support was able to identify the table corruption and work with us overnight to resolve the issue.
- Ticketing
- Workflows
- Project Management
- Invoicing
- QuickBooks Integration
Yes
It works, but not well enough for us to use at this time.
April 07, 2014
Limited software, but generally adequate
Score 5 out of 10
Vetted Review
Verified User
ConnectWise was used by the IT Department at the organization to track help desk service requests.
- Provides automated status updates to clients.
- Generates invoices.
- Generates reports on hours spent resolving client issues.
- I was never able to get an "online"/remote version of ConnectWise to work for me.
- Not sure if it was able to synchronize with list of contacts, but that would have been nice.
- If users didn't properly log hours or status, there was no way for ConnectWise to be able to provide that information.
- Some streamlining of help desk service requests - able to assign to team members, view progress
- Not ideal for providing accurate data or for invoicing
4
IT Department
4
IT Department
- Tracking help desk service requests
- Generating invoices
- Client accountability
- Synchronizes with Outlook account e-mail inbox
- Better integration with invoicing system
- Better tracking of employee hours
No
N/A
- Implemented in-house
- N/A
- N/A
- N/A
No
N/A
No
Never used ConnectWise support.
- Basic tracking of service requests
- Generating invoices
- Updating organization contacts was very time-consuming