If it is not in ConnectWise it didn't happen!
August 03, 2016

If it is not in ConnectWise it didn't happen!

Brian Marshall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise

We run all business functions through ConnectWise. We use ConnectWise as our ticketing system for all service needs. If it is not in ConnectWise it didn't happen.
  • Tracks Time.
  • Creates accountability.
  • Guarantees follow through.
  • Establishes Metrics.
  • The dispatch portal needs work.
  • Ticket speed still needs improvement.
  • Resource handling on Activities is poor at best.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
We could not handle the volume of tickets without the use of ConnectWise.
  • Once implemented, we found so much lost time. That was the biggest ROI
We use the University for all new employees. It is part of our on-boarding process. We have had at least one member of the staff attend every IT Nation, we find the event very worth while.
Every MSP should be using ConnectWise.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
10
Expert directory
7
Subscription-based notifications
9
ITSM collaboration and documentation
5
Ticket creation and submission
10
Ticket response
10
External knowledge base
7
Internal knowledge base
7
Customer portal
8
Email support
10
Help Desk CRM integration
10