ConnectWise Manage - The hub of our MSP business
Updated May 19, 2017
ConnectWise Manage - The hub of our MSP business
Score 9 out of 10
Vetted Review
Overall Satisfaction with ConnectWise Manage
Our entire organization uses Connectwise Manage. It acts as our CRM platform, Service Desk (ticketing) platform, Invoicing platform, Project Management platform and includes Office 365 billing automation and management features (CloudConsole).
- Outstanding service desk platform. Highly customizable in regards to fields, custom views, and reporting via Report Writer.
- Workflow Rules engine is extremely powerful for creating automation workflows; from simple things like notifying staff when a ticket is nearing an SLA Breach, to complex items like firing off a script in an RMM (Labtech/Automate) when a given action is taken on a Service Desk ticket.
- Design of the application has come very far in the last couple years, but is still incomplete. A number of screens/modules still use the "old design", and we'd like to see everything ported over to the "new UI" as soon as possible.
- Knowledgebase module is virtually useless based on present-day standards. We rely on a separate 3rd party solution for our documentation and password management needs.
- Enabled accurate time billing.
- With Quosal/Sell integration, enabled an end-to-end solution for quoting -> approvals -> sales order -> project -> invoice.
I have 5 yrs experience with Autotask, which is a comparable platform. Where Autotask fell flat was its lack of integrations with other products. Connectwise has been smart with its acquisitions of Quosal, Labtech and ScreenConnect, and is now tying them together in some amazing ways.