Item: ConnectWise PSA
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

We use ConnectWise as our Sales CRM. It hosts our customer, company, sales activity and sales opportunity data. We are a technology service provider and also use it for our engineering tickets, which track billable engineered hours that are then billed to our customers. We also use the platforms to view, track and complete request tickets we receive from customers.

Pros and Cons

Ticket tracking
Opening and closing tickets
Integration

Reporting capabilities
Field and reporting customization
Custom views
Filtering options
Visibility
Very static platform
Great for tracking tickets and billable hours, needs much improvement on Sales CRM capabilities

Return on Investment

No visibility between teams (sales, operations, project management)
Efficient ticket requests and processing
Easy entry of hours, expenses etc
Very static reporting - cause of outsourcing to another vendor

Likelihood to Recommend

ConnectWise is great for our ticket tracking. It is a wonder service for managed services providers (or for companies that track any kind of request tickets and billable customer hours).

The platform needs a great deal of work when it comes to reporting, customization and the sales CRM data. It is very static and we have had to outsource all of our reporting due to the ConnectWise inability to provide reporting we need. Custom fields are hard to integrate and our sales reps lack the visibility and ease of navigation they need in their data.

Great for Ticket tracking, but CRM/reporting capabilities need improvement

Overall Satisfaction with ConnectWise

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Likelihood to Recommend

ConnectWise PSA Feature Ratings