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ConnectWise!
Updated November 09, 2017

ConnectWise!

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

Overall Satisfaction with ConnectWise Manage

We use ConnectWise for every aspect of our business across all departments: service tickets, project management, sales tracking, time tracking, inventory, billing, etc. It allows us a centralized place to have all of our work being done and it integrates with our other ConnectWise products (Sell, Automate, Connect).
  • Time tracking.
  • Integration with our other products (Sell, Automate, Connect).
  • Workflow automation.
  • Renewal and asset tracking.
  • It can be somewhat slow.
  • It isn't the prettiest.
  • It is better for service, not for sales.
  • Sometimes feels too bloated because it does so much.
  • It allows us to be much more accurate with billing, especially from a technician standpoint.
  • Everything is tied together and in one system, making things much easier.
  • Dispatching is easier.
  • Sales lead tracking is easier.
ConnectWise is a full management application that integrates with our quoting and rmm tools, which is why we chose it.
Managed Services Providers (MSPs) really benefit from this. From a purely customer service standpoint, I would choose something else that looks prettier to the end user.

ConnectWise PSA Feature Ratings

Incident and problem management
8.5
Organize and prioritize service tickets
7
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
9
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
8.3
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
8

Using ConnectWise Manage

It does everything we need and our business runs on it.

ConnectWise Manage Training

They have a lot of trainings for specific functions within Connectwise Manage. CW Manage has a lot of different module and feature, so going in depth in all of the training is very helpful.

ConnectWise Manage Support

Whenever I have an issue or a question, I can always hop on the chat and get my answer fairly quickly. They are friendly and responsive!

Using ConnectWise Manage

Connectwise might be somewhat complicated but the dev team is making constant improvements and it's getting better and better.

ConnectWise Manage Reliability

ConnectWise has a variety of modules and workflow integrations that make things easy no matter the size. Whether it's a new computer order or a new project for 50 computers, pushing orders and projects forward is easy.