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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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TrustRadius Insights
TrustRadius Insights
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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)
    5.0
    50%
  • Ticket response (81)
    4.8
    48%
  • Customer portal (74)
    4.2
    42%
  • Ticket creation and submission (82)
    3.8
    38%

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

4.4
Avg 7.9

Self Help Community

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

4
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 Integrations

ConnectWise PSA Competitors

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

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

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

(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!

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

(1-25 of 25)
Companies can't remove reviews or game the system. Here's why
July 08, 2021

Beware of this one - if you are a bog standard MSP - it might be worth it, but prepare yourself for a long lead in if you are looking to make it work for its money

Stella Heesom | TrustRadius Reviewer
Stella Heesom
General Manager
JagFT (Jag Finance and Technology) (Information Technology & Services, 11-50 employees)
Score 1 out of 10
Vetted Review
Verified User
Usability
1
It is very, very difficult for the average user to use easily. It's inconsistent in terms of application.
April 23, 2021

ConnectWise Manage is a great tool for automating service requests

Verified User
Team Lead in Information Technology
Information Technology & Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Once established, it's an amazing platform to use. But you'll find it a little lackluster if you don't have the time and resources to set it up well. Really know what your process/flow needs to be in order to automate it.
April 20, 2021

ConnectWise Manage - Good for Multiple Clients

Verified User
Engineer in Information Technology
Computer & Network Security Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
The many different ways you can customize ConnectWise Manage is a big reason I can give it such a high score. The ability to scale down my views and program different workflows, makes working tickets and managing my helpdesk that much easier. Being able to create an automated ticket on a specific schedule helps maintain all of our annual and quarterly maintenance.
March 24, 2021

Overpriced, clunky software with extremely terrible customer and technical support

Verified User
Director in Information Technology
Information Technology & Services Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Usability
2
  • Software is not intuitive. It is extremely difficult to use/learn with a very dated interface.
  • Configuration is over complicated as everything is managed through database tables instead of a proper UI.
  • ConnectWise does not properly support businesses in using its product.
  • Reporting and dashboards are dated and require a lot of manual data entry to make use of the data within them.
February 23, 2021

ConnectWise Manage is a slow, oversold PSA that excels at integrating with better software

CM
Charlie Meyer
President
Sudora (Information Technology & Services, 1-10 employees)
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Usability
3
ConnectWise Manage is the slowest software I have ever regularly used. We use the cloud version. ConnectWise Manage support says things are operating normally if the timing is seven seconds or less between clicks. There is no way to just create a ticket, enter time, and close the ticket from a single screen. This makes it almost impossible to use in real time with a client on the phone. We transcribe notes and time from paper pads after the client has been dealt with. On top of this, it is extremely difficult to setup, train on, and create reports with, among a myriad of other difficulties. We found that we would get really into a feature just to discover that it is unable to get the job done without another product. Where ConnectWise Manage does excel is as one of the easier products for others to integrate with. Most MSP software will integrate with it. Regarding fixing a broken report, their support will just not help you. I recommend a third party to help you with this if you choose this PSA.
November 20, 2017

ConnectWise - Great System - Terrible Implemenation

Graham Green | TrustRadius Reviewer
Graham Green
Commercial Manager
Solution IP (Telecommunications, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
7
Connect Wise Manage has really helped us become much more efficient. It's allowed us to join the sales, delivery and support processes together ensuring all information is stored in one place. All our proposal documents, supplier quotes stored as documents against the opportunity. Our project implementation documents stored and monitored through CW. Effectively filled out configurations allowing our support team to quickly, easily and efficiently support our clients. All our KPI's logged and displayed around the office using BrighGuage reporting. Don't get me wrong there are still bits about the system we don't like but it's vastly improved our working practices and efficiency.
October 06, 2017

Thank You, ConnectWise!

Ian Hansen | TrustRadius Reviewer
Ian Hansen
IT Service Director
Innovation Computing (Information Technology and Services, 1-10 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
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.
July 27, 2017

12 Years of using ConnectWise and have never looked back

Wes Jensen | TrustRadius Reviewer
Wes Jensen
Chief Anxiety Eliminator
Carefree Technology Management (Information Technology and Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10.
July 20, 2017

The Good and Bad of Connectwise

JoAnn Larsen | TrustRadius Reviewer
JoAnn Larsen
Controller
MotherG (Information Technology and Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
CW for the most part is a good comprehensive product to manage our client data and billing. However, we find bugs in the system and some we can't seem to get solid answers on. The webinars and training modules are not as user friendly and clear as needed for novice users. It is obvious that the presenters know the product but often assume the client knows what they are referring to and not clarifying. With that said, I recently worked with a Solution Strategist that was wonderful and we hope to use his services in the near future to move us forward.
December 16, 2014

A case study in ConnectWise

Kettric Midura | TrustRadius Reviewer
Kettric Midura
Director of MSP Operations
Unified Technologies Inc. (Information Technology and Services, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Usability
8
I would say an 8 from the user's perspective, but less from the admin perspective. Once setup, the process would flow as directed, and users would either be limited by or freed by the automation as it relates to performing work. From the admin's perspective, getting that automation setup was very time consuming and redundant if you had to apply the same configurations to more than one board. I would frequently loose and afternoon to a configuration change when it required updating the subcategories of a number of boards I had created in the past. But, once past that configuration challenge, it would work very well.
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