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The Good and Bad of Connectwise
Updated July 20, 2017

The Good and Bad of Connectwise

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

Overall Satisfaction with ConnectWise Manage

We are a MSP. We use ConnectWise to manage all our clients, projects, agreements and billing. It is used by everyone in our company. There are many benefits, notably that all data is in one place. The issues we have are with the billing, ease of search, and billing projects that are fixed fee. Also, if we could separate items on an agreement from a true product sold, that would make search simpler. I have also had a recent issues with getting taxing information back to me on our monthly billing. It has been over 6 months.
  • Syncing with Quickbooks
  • Generates automatic emails for clients with past due bills
  • ConnectWise Sell is a great product that also syncs well with ConnectWise.
  • Invoicing templates. We have tried to make these easy for our clients to understand but have had little success.
  • Projects with fixed fee billing. Although we have been told we don't have to remove the agreement from the project, we do. If we don't remove the agreement from a project the fixed fee gets reversed. If we don't catch it, we give away our services.
  • When we need to search for a product the client added we have to see every line item that is on every monthly agreement. Too much to go through.
  • Being in the finance department, CW has helped tremendously. The ease of billing (without time spent on fixing tech errors on coding) and they syncing with QB makes my life easier.
  • Qousal has made quoting and importing data into CW simple. The etilize function is great.
  • Being able to set up auto tasks for emailing clients is a nice feature.
Before using CW I worked at a place where we used Tigerpaw. Pros & Cons for both. I did like their billing better (but it has been 5 years). CW seems to have more features and reporting.
For many issues, CW is quick to respond and generally escalates a problem for faster resolution. They do have lots of information in the university and offer many webinars. I enjoy the quarterly group functions they hold and the annual events are very beneficial. I haven't used, but I feel that there are end-user groups that I could reach out to for advice.

ConnectWise PSA Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
8
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
7.7
Customer portal
7
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
8

Using ConnectWise Manage

CW for the most part is a good comprehensive product to manage our client data and billing. However, we find bugs in the system and some we can't seem to get solid answers on. The webinars and training modules are not as user friendly and clear as needed for novice users. It is obvious that the presenters know the product but often assume the client knows what they are referring to and not clarifying. With that said, I recently worked with a Solution Strategist that was wonderful and we hope to use his services in the near future to move us forward.

Integrating ConnectWise Manage