ConnectWise, don't go to your office without it!
Updated April 17, 2019
ConnectWise, don't go to your office without it!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Manage
It is being used as a project management system and a ticketing system. This stretches across our entire company. Everyone in the office uses this for keeping up with what is currently happening with customers, projects, etc
- Project Management. Red tape could be bad sometimes but we have setup the system to make sure that the red tape is followed so that our customers have the best experience they can have.
- Ticketing system. We make sure that our customers have the best customer experience possible and with the ticketing system, we make sure we take care of them if they have issues.
- The main missing functionality is a text editor that you can implement HTML or even basic WYSIWYG. Creating customer notes without pictures to show in the text spot is a downer
- There are some times during the day where the system gets very slow. When I start having issues, other people I work with start asking if ConnectWise is down. A few minutes later it does eventually come back up, but not before having issues with the load screen spinning.
- The ticketing system needs to have a faster refresh rate than every 5 minute, I would like to even make it every 60 seconds or so. We have so many tickets coming in, it is hard to keep up if someone replied to the ticket unless you click the Service Board tab to refresh the ticket.
- It helps us keep track of the time we spend on tickets and how fast we complete projects. We need to valuate if we need to hire additional employees based off the time we are spending on projects and tickets.
- It is very easy to keep up with the ticketing system and to make sure that we close tickets in a timely manner. We do not want customers waiting days on a ticket when it can take a few minutes, that is the issue we had with our old system.
- Supervisors can easily monitor tickets in the support board and escalate to different techs depending on how long the ticket has been sitting there. We can also update our customers with the new information on the ticket instead of staying quiet like our previous ticketing system.
We have used Plat and it was not a very stable system. It did not have cloudbased so we had to host everything in house. Having this on the cloud is so much better!