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ConnectWise Manage: "Workplace IT Review"
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.2207101
Brad Bell profile photo
August 04, 2016

ConnectWise Manage: "Workplace IT Review"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise

We use ConnectWise company wide. We are a managed service provider and provide end user support of the technology. We use it for the help desk ticket system and also for project management. We also use as an internal management system for our business processes. We do all our invoicing from ConnectWise. Everything we pretty much do is through ConnectWise.
  • Service Desk Ticket System - Keeps track of all communications between techs and end users. All the details are known from a company level vs. needing to ask techs what they have in their email box.
  • Dispatch Portal - We use this to dispatch all work to techs and know who is working on what at what time.
  • Agreement or Contract Management - Techs don't need to know when users call or email in whether something is or is not covered. They can concentrate on the users' experience - getting help and working with them to solve technology problems.
  • Project Management - We run all projects through the ConnectWise project management module to keep track of all phases, tickets and tasks. We have a lot of templates created so we can apply them based on needs.
  • Invoicing - We invoice all of our clients from ConnectWise. We email all invoices to the client and then sync the invoices to QuickBooks for accounting to process receivables.
  • Configurations - Configurations are used to document your clients information. We can document all devices on the network which is synced from our RMM tool. When a device is added to the monitoring system, the device is then auto created within a few seconds in ConnectWise. Configurations are also used to document everything about the client from accounts, vendors, applications, backup types, domain registrations, and phone systems.
  • Chat - We use ConnectWise chat system on a limited use and hope this will take off in the near future.
  • Overall ConnectWise keeps all stakeholders accountable from clients, techs, internal management, and owners.
  • ConnectWise is a good listener to the partners. We are involved at a level to give good feedback on new enhancements and items that need to be fixed.
  • Client Portal needs a major upgrade to the interface and usability.
  • Chat - Needs work done to make it a great product. Really need to make the use of the portal and chat together. We have been part of the first roll out and adoption has been very difficult with end users. The cost is also something that needs to change as we had remote control within chat and now with that going to ScreenConnect, 50-75% of the functionality moved to a new product that we have to pay for thus, chat should go down in price since functionality is removed. I have tried to express this many times.
  • While more of ConnectWise is going to the web interface, I would like them to continue stay with an application based interface. I've been there with a web based interface and it's not a great place to be.
  • ConnectWise Management - I manage the ConnectWise system and the overall setup grows each year. You can't really implement everything at once. You need to implement parts at a time to really understand how things work.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
The impact has been huge to help the company scale. We came from a couple different tools and this is what we needed to take it to the next level in support and managing the business. We make changes to the product to help us get into new markets that we didn't know we could do. We now are actually supporting companies that want to brand our services to their end users. We can answer calls and email tickets and it looks like its from their own helpdesk.
  • The biggest impact is the ability to communicate everything from within ConnectWise. All details of the communication are in ConnectWise. This has made us WAY more efficient at solving issues.
  • We do have more accurate time details and can manage more KPIs on how we are doing so that we can make better decisions on the next 12-18 months.
  • The overall thing ConnectWise software has brought is efficiency and it gave us the ability to scale the company. We have been able to add more clients and not as many staff to support those clients.

We are involved in all the community events. We participate in IT Nation, maybe [on a ] larger [basis] than anyone as we send 5 staff members or 20% of our staff to the event to learn what we can do better and also confirm what we are doing. We take the owner, leadership, project management, dispatch, and engineers to IT Nation.

We use the ConnectWise University to access other partners who post to the forums on issues and things they are doing. We also use it to train and learn more about what we can do with the product. The university is well put together to get documentation and watch videos on how to do things.

There are also user group meetings and we attend some of them. The travel is a bit far for a 1 day event.

We have not had much opportunity to tell other companies to purchase ConnectWise. If ConnectWise needs a partner to promote the product to partners, we would be interested.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
10
Expert directory
7
Subscription-based notifications
7
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
2
Internal knowledge base
9
Customer portal
9
Social integration
7
Email support
10
Help Desk CRM integration
10

Using ConnectWise

Usability

10
Very easy to use and a great UI

Usability Pros and Cons

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None

Easy Tasks

  • Ticket System
  • Billing
  • Project Management
  • Dispatch

Mobile Interface Availability and Impressions

Yes - We don't use this.