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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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Recent Reviews

TrustRadius Insights

ConnectWise is a versatile platform that has proven to be indispensable for businesses across various industries. Users have found …
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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

Popular Features

View all 13 features
  • Organize and prioritize service tickets (82)
    5.2
    52%
  • Ticket response (81)
    4.9
    49%
  • Customer portal (74)
    4.3
    43%
  • Ticket creation and submission (82)
    4.0
    40%

Reviewer Pros & Cons

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Pricing

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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

4.5
Avg 7.9

Self Help Community

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

4.1
Avg 7.7

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.

4.5
Avg 7.7
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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 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

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 5.7.

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

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Reviews and Ratings

(372)

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.

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Stella Heesom | TrustRadius Reviewer
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
It just too difficult to use consistently. There never seems to be day where we aren't troubleshooting something.
Incident and problem management (6)
11.666666666666668%
1.2
Organize and prioritize service tickets
10%
1.0
Expert directory
10%
1.0
Subscription-based notifications
10%
1.0
ITSM collaboration and documentation
10%
1.0
Ticket creation and submission
10%
1.0
Ticket response
20%
2.0
Self Help Community (2)
40%
4.0
External knowledge base
70%
7.0
Internal knowledge base
10%
1.0
Multi-Channel Help (3)
10%
1.0
Customer portal
10%
1.0
Email support
10%
1.0
Help Desk CRM integration
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.
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.
Microsoft 365 (formerly Office 365), Xero
It is very, very difficult for the average user to use easily. It's inconsistent in terms of application.
The team are based in the US. Very often it's days or even weeks before they get back to you.
6
Technical
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
Very unlikely. The platform is clunky, difficult to use and not customer-friendly at all.
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
The implementation was a terrible and costly experience. A year later, we are still using a poorly implemented product.
  • Online training
ConnectWise University is ok. It is very overwhelming complex though and the company hides quality issues behind the LMS.
It is limited but complex. Trying to configure this product has been a nightmare.
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
The cloud version is incredibly SLOW.
  • 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
Ray Graham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ConnectWise Manage to run our entire managed services business. We use ConnectWise to invoice, purchase, ticket, schedule, dispatch, and manage our customers and more.
  • ConnectWise technical support staff are the best I've ever experienced in my 20+ years in IT!!
  • CW Manage provides an MSP with all the necessary tools to run the entire business. nothing is left out.
  • CW Manage integrations with other MSP applications is very broad. when we look for new tools we only use those that integrate and we've never had a problem finding them.
  • CW Manage continues to improve the product. always pushing forward with new innovations!
  • I wish that bundled items could be added to agreement additions.
  • I would like to see the "agr_header_recid" field added to the agreement list screen.
CWM is well suited to all aspects of a managed service provider's business.
Incident and problem management (4)
100%
10.0
Organize and prioritize service tickets
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
65%
6.5
External knowledge base
100%
10.0
Internal knowledge base
30%
3.0
Multi-Channel Help (3)
100%
10.0
Customer portal
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • We have near perfect visibility into time/resouce per client
  • We have a much higher degree of control and visibility of costs
  • Operational efficiency has improved by roughly 33%
No other products we've experienced even comes close to CW.
7
tech support, management, purchasing and sales.
2
operations, tech support, accounting
  • all of the business in one application
  • business data is relevant and available
  • keeps us competitive
  • flexible fits our changing needs
  • keep us with employee PTO
  • streamline IT
best IT business app I've every used
No
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
  • Positive Sales Experience with the Vendor
the application was comprehensive and economically priced
no change
No
with basic support i'm able to figure out what I need to get done.
best support I've every experienced!
Yes
yes
exceptional support in my mind describes the connectwise support culture as a whole not just one support instance. Anyone can do an exceptional job every so often but few organizations can deliver exceptional support consistently. Connectwise sets the standard for application support!
  • support desk functions
  • invoicing
  • marketing
  • report writer
Yes
great for basic tasks but as a manager I'd like to be able to do a bit more. for instance quite often we will forward emails from clients into CWM which makes it necessary to change the company on the ticket. it's not possible to do this with the mobile app.
Great!!
we do experience periods of slowness from time to time.
November 16, 2015

ConnectWise for MSPs

Delano Collins | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
The solution's flexibility ensures that you will find it being used by a lot of different companies in different ways. For a company that delivers products and services, we feel it is the right fit for us. For those choosing ConnectWise, you will want to identify whether you feel the on-premise or hosted / cloud version is the best fit for you. Up front costs can be challenging for small organizations, but make sure you allocate the time and resources to ensure proper training. In addition, try to adopt best practices and train your employees on these practices - it will save you a lot of headaches later on.
Incident and problem management
N/A
N/A
Self Help Community
N/A
N/A
Multi-Channel Help
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.
We selected ConnnectWise over Autotask due to the tighter integration for sales modules, workflow capabilities and improved product integration.
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.
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
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.
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction).
Yes
The product is too important not to have full support.
Well trained, available and caring team of support engineers.
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.
The program does so much for our organization, it is impossible to think of using anything else.
System freezes, slow searches.
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.
I'm not sure how robust ConnectWise is. I would use it for a limited scope -- basic tracking of help desk service requests. We were also unable to integrate the invoice process with the system already in place at the organization.
  • Some streamlining of help desk service requests - able to assign to team members, view progress
  • Not ideal for providing accurate data or for invoicing
N/A
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
N/A
No
N/A
N/A
No
Never used ConnectWise support.
  • Basic tracking of service requests
  • Generating invoices
  • Updating organization contacts was very time-consuming
Mostly intuitive and user-friendly, but could have better "integration" features?
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