Item: ConnectWise PSA
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

ConnectWise Manage is being used all across our organization. It is used for day to day Service Desk tickets, Reporting, Clocking in and clocking out, processing sales orders, organizing multiple clients, and keeping a detailed record of time sheets. This allows one piece of software to handle tasks that would normally take at least 5-6 pieces of software.

Pros and Cons

Ticket History. Keeping detailed notes in Service tickets which makes it easy for technicians to know what is going on at any given time.
Client Management. If done properly, knowing who has called in or submitted tickets about their issues can make it easy to track down common problems
Configurations. Keeping accurate track of computers via configurations helps track down what has been done to a machine.

If a technician has a time entry open and someone else updates the ticket, you can't save what you have done in that time entry. It would be nice to lock other people out or be able to save time entries no matter what
Easier to manage types and subtypes when entering tickets
Changing a work type say s that it's required, but it actually isn't. Being able to manage required fields would be a plus.

Return on Investment

Allows technicians to know what they have to work on on a daily basis
Keeps people focused on their jobs without stepping on another tech's work
Keeps track of sales and licenses for software

Alternatives Considered

Spiceworks

ConnectWise Manage is a very robust tool with multiple uses. If you have the money to spend, it is a very good product. The ability to centrally manage all of your tickets, users, computer information, as well as it's reporting functionality makes this product stand out above many of the others.

Key Insights

Do you think ConnectWise PSA delivers good value for the price?

Yes

Are you happy with ConnectWise PSA's feature set?

Yes

Did ConnectWise PSA live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ConnectWise PSA go as expected?

Yes

Would you buy ConnectWise PSA again?

Yes

Other Software Used

ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal)

Usability

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.

Support Rating

ConnectWise Manage support is very responsive and willing to help. The ConnectWise Support chat application makes it really easy to get in touch with a technician and get any of my issues resolved in a fast and easy manner. On the occasions I have had to use it, my issue or question is resolved within a short amount of time.

Likelihood to Recommend

ConnectWise Manage is well suited for companies that have multiple clients and deal with multiple people on a day to day basis. It makes it easy to sort out who worked on what and for whom. It is not well suited for small companies that don't have a lot to manage. There are much better and cheaper solutions out there for smaller companies.

ConnectWise Manage - Good for Multiple Clients

Overall Satisfaction with ConnectWise Manage