Great for Ticket tracking, but CRM/reporting capabilities need improvement
February 20, 2017

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

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise

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.
  • 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
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
The ticket tracking system is great for our team. We are able to easily receive, review and process tickets submitted by our customers. It is also a good platform to use for project tracking and for entering and managing billable hours for work our engineers for customers outside the "typical" scope of work.
  • 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
We have been to a few ConnectWise "events" and found them to be very sales driven. The ConnectWise roadshow advertised time with your account manager and an opportunity to have questions answered, however the event was a sales presentation. Our account manager was not present and the people who led the presentation answered very high-level questions, but did not seem to have the expertise needed to answer our questions of customization and needs for our business.
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.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
9
External knowledge base
5
Internal knowledge base
5
Customer portal
9
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated