Item: ConnectWise PSA
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use ConnectWise Manage as our primary help desk software. With all of the integrations, it's easy to use it as the source for any issue that comes in. We've created automated flows to handle certain types of requests as they come in to streamline responses.

Pros and Cons

Service ticket management
Integrations with other platforms
Automated flow

Mobile app is subpar and difficult to use

Return on Investment

It's saved us so much time with the automation alone, our service techs are able to focus on the tickets in front of them instead of trying to organize/route tickets themselves.
It helps us organize our backlog and current issues.
Reporting on the information in the system is also very good!

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?

I wasn't involved with the implementation phase

Would you buy ConnectWise PSA again?

Yes

Usability

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.

Support Rating

I've always had great interactions with the support team--knowledgeable and helpful.

Likelihood to Recommend

For smaller companies, ConnectWise Manage may be overkill, but if you are able to pull the trigger on cost/implementation, it is well worth it. It is one of those platforms where it isn't very plug-and-play because of the extensibility of it. If you do choose this, make sure to have someone who is able to become the ConnectWise Manage expert.

ConnectWise Manage is a great tool for automating service requests

Overall Satisfaction with ConnectWise Manage