Connectwise Ticketing and More
August 05, 2016

Connectwise Ticketing and More

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise

Connectwise is being used across our organization. Using it has helped to organize workflow and captured time lost. In turn this has increased revenue. More recently we have started using the Sales modules allowing us to provide and follow up with existing clients as well as prospects. Overall we have had a great experience with Connectwise and would recommend it. Even to our competitors.

Pros

  • The ticketing system is awesome. It keeps us on track with our work. The ability to share information is very useful.
  • Communication with clients is easy and putting the job into a waiting client input status lets us easily see ticket updates.
  • Support is excellent. If you have an issue they are on chat immediately and if needed it gets escalated to a higher level.

Cons

  • Connectwise can be overwhelming to use. There are so many features it can be a daunting task to determine and implement everything you need.
  • The configurations are helpful but could use some improvement.
  • Integration with other programs. We are in Canada and Accounting Integration is limited. It forces you to use one product or purchase additional Apps for a monthly fee.
  • Our time management has improved 30% over our previous methods
  • Our lost time has improved by 10%
  • Our follow up is there now where before we had none.
We used Autotask before. We found that CW is much easier to use. Less steps are required to input a ticket. Implementation and support were better for us.
Connectwise is great for organising ticket workflow. The Sales and Marketing is not as powerful as it could be.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

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