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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.

4.6
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

(1-2 of 2)
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
October 06, 2017

Thank You, ConnectWise!

Ian Hansen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our entire organization, a managed technology services provider, uses ConnectWise every day for all of our help desk support processes. We are required to have a highly organized system with automated workflows that helps us manage a large number of support requests from clients of a number of diverse small to medium sized businesses. ConnectWise works very well for our needs, and as the service director here, I have appreciated the ability to customize the help desk software around the needs we have to better serve our clients. Using ConnectWise, we have been able to streamline our operations and extend our support offerings.
  • I appreciate that workflow rules can be configured and customized to help keep all client support requests active and be resolved as quickly as possible.
  • ConnectWise's support has been responsive and helpful, and their training resources such as ConnectWise University have been very useful.
  • I appreciate that ConnectWise listens to its user base and releases frequent updates based on feedback.
  • I think it would be nice if ConnectWise had a feature for internal techs to send attached files when doing an internal update ticket, while updating the ticket at the same time without having to click on 'time entry'--that is a very nitpicky request.
  • ConnectWise might offer some better examples of what their workflow rules are capable of accomplishing.
  • When e-mailing help@connectwise.com, it would be nice if we did not have to remember to specify that any added information we were giving about an issue (if not on the original ticket) needed to be added to a recently-opened ticket.
If a tech support company is looking for a great tool that helps their support team get organized and stay that way, then I would recommend using ConnectWise and getting well-trained on it. If a company is not intending to grow its customer base or systems, and doesn't want to have a platform on which to expand its operations, then ConnectWise might not be a fit.
Incident and problem management (6)
83.33333333333334%
8.3
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
75%
7.5
External knowledge base
70%
7.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
66%
6.6
Customer portal
80%
8.0
IVR
N/A
N/A
Social integration
60%
6.0
Email support
90%
9.0
Help Desk CRM integration
100%
10.0
  • We have experienced growth in our company over the last few years, correlate to being able to better organize around the needs of our clients more efficiently. ConnectWise has helped us in this growth process.
  • Our company continues to go through growth processes, and as we have scaled to multiple sites or different kinds of technology support agreements, the flexibility required and provided by ConnectWise has allowed us to continue using it as a good solution.
  • We moved from an old time entry system that was not as accurate or efficient as ConnectWise. [We use ConnectWise] to keep track of third party service agreement billing, which has helped in tracking our receivables.
We chose ConnectWise because it has a reputation of good support. I am glad that we have chosen ConnectWise as our platform for support, because that has definitely been our experience. When questions or issues have arisen, ConnectWise support was able to help us get things resolved in a timely and efficient manner.
ConnectWise has been great for our help desk. Over the years we have used it (5+), it has responded to community-sourced feedback and improved its product. I have always appreciated the support given when required, and overall the program has helped our service desk to become more efficient. The automated aspect, including workflow rules, has been an important part of our overall systems. When considering a help desk PSA, ConnectWise should not be overlooked.
  • BrightGauge
  • ITGlue
  • PassPortal
  • Email2Ticket
  • NilearConnectActive
Not difficult at all, just follow documentation and set up. It works well!
  • None that I'm presently considering
n/a
  • API (e.g. SOAP or REST)
APIs synced with other 3rd party programs listed previously.
It wasn't hard! Just follow the documentation and it works well.
If you run into any issues, check with the provider of the documentation. In some cases, may need to connect with ConnectWise support for help on the setup table side.
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