A quick ConnectWise review
Gavin Stone | TrustRadius Reviewer
March 11, 2015

A quick ConnectWise review

Score 7 out of 10
Vetted Review
Verified User
Review Source

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.
  • 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.
  • 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.
It all depends on the business need. I would not recommend ConnectWise to an in-house IT staff or a new startup managed service provider (MSP), but I would recommend to an individual that has started their own MSP and has multiple clients.