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Limited software, but generally adequate
April 07, 2014

Limited software, but generally adequate

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction

ConnectWise was used by the IT Department at the organization to track help desk service requests.
  • Provides automated status updates to clients.
  • Generates invoices.
  • Generates reports on hours spent resolving client issues.
  • I was never able to get an "online"/remote version of ConnectWise to work for me.
  • Not sure if it was able to synchronize with list of contacts, but that would have been nice.
  • If users didn't properly log hours or status, there was no way for ConnectWise to be able to provide that information.
  • Some streamlining of help desk service requests - able to assign to team members, view progress
  • Not ideal for providing accurate data or for invoicing
N/A
I'm not sure how robust ConnectWise is. I would use it for a limited scope -- basic tracking of help desk service requests. We were also unable to integrate the invoice process with the system already in place at the organization.

Product Usage

4 - IT Department
4 - IT Department
  • Tracking help desk service requests
  • Generating invoices
  • Client accountability
  • Synchronizes with Outlook account e-mail inbox
  • Better integration with invoicing system
  • Better tracking of employee hours

Evaluation and Selection

Implementation

Support

Usability

Mostly intuitive and user-friendly, but could have better "integration" features?
ProsCons
Like to use
Easy to use
Technical support not required
Quick to learn
None
  • Basic tracking of service requests
  • Generating invoices
  • Updating organization contacts was very time-consuming