A quick ConnectWise review
March 11, 2015
A quick ConnectWise review
Score 7 out of 10
Vetted Review
Verified User
Software Version
2015.2
Overall Satisfaction with ConnectWise
We are a Managed Service Provider and use ConnectWise across our entire organization. We support the IT needs of clients across the New York Metro area.
Pros
- The ability to audit tickets for changes made has been a key feature when looking to determine if a ticket status was changed pre-maturely by mistake or if it was closed due to lack of response from a client.
- The improvements to the Knowledge Base search have been a great improvement in tracking down necessary information when techs need to deal with or respond to complaints about known issues due to 3rd Party Vendors.
- Training has always been a strong feature in ConnectWise. The ConnectWise University is a great resource for training new users how to use CW and finding information on making changes to the system.
Cons
- The Google calendar sync needs to have better integration, and there needs to be a faster response time when the connection is broken.
- Connectivity and speed can be lacking, there are times where the system is too slow for tech to be able to access information and update tickets.
- The system is still missing the ability to add individuals CC'd to a ticket when the ticket is generated by e-mail. The only way we know if there are additional individuals cc'd is to open the original email and only do that if other people are mentioned in the ticket.
- It's tough to say any since we've had ConnectWise since the start of the company.
- Remedy,FoxFire
ConnectWise far surpasses FoxFire but it's difficult to compare to Remedy. Where ConnectWise is a great administrative tool, Remedy was a full suite including PSA and RMM.
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