Likelihood to Recommend ConnectWise PSA 2024

Q: What are ConnectWise PSA's top competitors?

Datto Autotask PSA , Salesforce Sales Cloud , and Rev.io PSA are common alternatives for ConnectWise PSA.

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…

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...

Verified user

Manager

1 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...

Steve Muenstermann

Consultant - Information Technology

President/CEO

Cloudbusters®, Inc./Control Freaks®

1 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...

Guy Kittelson

Professional - Information Technology

CEO (Chief Executive Officer)

Kittelson IT Solutions, Inc.

15 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...

Jemma Munford

Manager - Other

Vendor Manager

Lima Networks

5 years of experience

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-...

Daren Anderson, MSIS

Executive - Information Technology

President

Big D Technology Solutions, Inc.

3 years of experience

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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

3.7

Avg 7.8

4.3
Organize and prioritize service tickets
(82) Ratings
Prioritize tickets to ensure most urgent are tackled first
3
Expert directory
(47) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
4.6
Subscription-based notifications
(55) Ratings
Users subscribe to notifications for ticket updates
3.2
ITSM collaboration and documentation
(62) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
2.6
Ticket creation and submission
(82) Ratings
Users and agents can easily enter new support requests.
4.2
Ticket response
(81) Ratings
Agents can easily follow up with customers.

Self Help Community

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

3.4

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 7.6

4
Customer portal
(74) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
4.1
IVR
(20) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
4
Social integration
(27) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
4.8
Email support
(74) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
4.1
Help Desk CRM integration
(70) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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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

ConnectWise PSA Screenshots

ConnectWise PSA Videos

Watch Learn more about the software through our Interactive Demo

Watch ConnectWise Manage Product Overview

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 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

Consumers	0%
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 From Top Reviewers

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(1-5 of 113)

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

Rating: 1 out of 10

July 06, 2023

Verified User

Manager in Corporate

Computer Networking Company, 1-10 employees

Vetted Review

Verified User

1 year of experience

Likelihood to Recommend

Manage is a disaster and needs a full overhaul. I have yet to find a single area they do better than the program we used before and yet they are 3x the cost.

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

1 year of experience

View profile

Likelihood to Recommend

You absolutely need a full time individual on this program to manage it properly. It is likely a powerful application. However, you have to know how all the disparate parts interact with the other content in the application. How they actually interface with your businesses operation applications (really check this one out as it only seems to play nice with Microsoft suites based on our experience.) and decide how much time and additional money you are willing to bury into this. Figure at least 2x over CW cost your initial period of out-of-pocket costs.

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

Rating: 1 out of 10

October 03, 2022

GK

Guy Kittelson

CEO (Chief Executive Officer)

Kittelson IT Solutions, Inc. (Information Technology & Services, 1-10 employees)

Vetted Review

Verified User

15 years of experience

Likelihood to Recommend

I don't recommend using ConnectWise unless you want to work with a company that will only allow you to add products and increase your cost but will never let you remove items unless your entire contract is up/expired. I know of no other company that enforces terms like this and is a good partner to work with.

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

3 years of experience

View profile

Likelihood to Recommend

If you are an MSP or someone that provides those kinds of services, you need to invest in Connectwise Manage - it will keep track of all your customers, their employees, those people's computers, tablets, printers, servers, etc. You can keep track of every support ticket by either manually entering it or importing it from Outlook. The best thing is that you can access all of this information wherever you have an Internet connection. As with all Connectwise products, it complements the other products in the suite.