1. Home
  2. Help Desk Software
  3. ConnectWise PSA Reviews
  4. User Review of ConnectWise PSA
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
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
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

JagFT is a Technology Enablement Specialist NOT a Managed Service Provider. We use ConnectWise Manage, Connectwise Sell & ITBoost for a combined CRM capability (sales, procurement, finance). We do not have an on-premise solution.
  • Pre-sales
  • Customisation in the cloud - the current capability is poor. Templates, reports, workflows are not intuitive or easy to implement.
  • Local presence - it can be very difficult to deal with the time difference - Miami FL, is a long way from Brisbane Australia.
  • Basic issues are not easily resolved - a lot of time is spent troubleshooting issues only to find that the simplest answer is the correct one.
  • It is very expensive for what you get
  • The customer portal is outdated and we don't use it as it is not user friendly.
  • Add on products are ok but have all of the same issues outlined above.
  • It is very ticket centric, rather than customer centric
  • We are unable - after a year of implementing the product to even send quotes with ease.
  • The product is not cost effective.
  • We have not been able to achieve any objectives from this platform.
We chose ConnectWise Manage because it has integration into our distribution network. This feature is ok but given all of the other issues, we will more than likely be moving to Dynamics.

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

No

Are you happy with ConnectWise PSA's feature set?

No

Did ConnectWise PSA live up to sales and marketing promises?

No

Did implementation of ConnectWise PSA go as expected?

No

Would you buy ConnectWise PSA again?

No

Microsoft 365 (formerly Office 365), Xero
It is very, very difficult for the average user to use easily. It's inconsistent in terms of application.
The team are based in the US. Very often it's days or even weeks before they get back to you.
It just too difficult to use consistently. There never seems to be day where we aren't troubleshooting something.

ConnectWise PSA Feature Ratings

Incident and problem management
1.2
Organize and prioritize service tickets
1
Expert directory
1
Subscription-based notifications
1
ITSM collaboration and documentation
1
Ticket creation and submission
1
Ticket response
2
Self Help Community
4.0
External knowledge base
7
Internal knowledge base
1
Multi-Channel Help
1.0
Customer portal
1
Email support
1
Help Desk CRM integration
1

Using ConnectWise Manage

6 - Technical
Sales
Finance/Accounts
We do not know, despite asking this very question. We did not expect, when purchasing a SAAS product that we would need to pay for a full time developer too.
  • Increase sales
  • Increase profitability
  • Simplify and improve internal processes
  • None
  • None
Very unlikely. The platform is clunky, difficult to use and not customer-friendly at all.

Evaluating ConnectWise Manage and Competitors

Yes - Hubspot
  • Product Features
  • Product Usability
  • Product Reputation
I would not select ConnectWise Manage.

ConnectWise Manage Implementation

The implementation was a terrible and costly experience. A year later, we are still using a poorly implemented product.
  • Third-party professional services
  • TIBCO professional services
We used ConnectWise Manage implementation team.
Change management was a major issue with the implementation
  • Bugs
  • Data import
  • Platform setup

ConnectWise Manage Training

  • Online training
ConnectWise University is ok. It is very overwhelming complex though and the company hides quality issues behind the LMS.

Configuring ConnectWise Manage

It is limited but complex. Trying to configure this product has been a nightmare.
Don't try it without engaging with a developer.
Some - we have done small customizations to the interface - We have tried to customize the interface, without success.
No - the product does not support adding custom code

ConnectWise Manage Support

ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Support doesn't seem to care
I don't know. I didn't even know it was a thing.
Yes - No. If a bug is reported, it goes into a black hole.
No. We have never experienced exceptional support.

Using ConnectWise Manage

ProsCons
Like to use
Unnecessarily complex
Difficult to use
Requires technical support
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Feel nervous using
Lots to learn
  • WiseSync is the only saving grace
  • Service Tickets
  • Templates & Workflows
  • Reporting
  • Configuration
  • Procurement

ConnectWise Manage Reliability

Integrating ConnectWise Manage

  • ITBoost
  • Connectwise Sell
  • WiseSync
WiseSync is a shining beacon of simplicity and ease of use. ConnectWise Manage would do well to look at their model.
  • File import/export
  • API (e.g. SOAP or REST)
  • AppExchange or similar marketplace
Don't try it if you don't have an in-house developer.

Relationship with ConnectWise

There proposal had some flexibility and pricing was slightly negotiable.
Don't do it, unless you have a LOT of time and you like early mornings or late nights.

Upgrading ConnectWise Manage

  • I don't know.
  • I don't know. I would like to get the instance we already have right before worrying about the upgrade.