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Connectwise helps coordinate our different departments
Updated June 02, 2021

Connectwise helps coordinate our different departments

Angela Heid | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

Connectwise manage is used across the whole organization. We use it for our CRM system as well as tracking sales opportunities, projects, and time. Before Connectwise we had to use several different programs to accomplish the same thing, so this makes things easier by pulling it all together.

The problem is the software is very slow and the various tabs often lock up. I have noticed increasing problems with this for the last year. When I contact support, there are no good solutions for this.
  • Dashboards to provide an overview
  • Workflows to manage processes and send reminders
  • Being able to tag the resources needed unique to every ticket or project
  • Have expense reports built into the same system as time entry
  • The report manager is still hard to use
  • We have the cloud version, and some days it has a lot of latency
  • quoting is an addon or a separate program
  • locks up a lot
  • report writer is slow & clunky to use, not very user friendly
  • need more time frequencies for invoicing for multiyear
  • Better visibility between sales, engineering and management
  • Easier to schedule people's time

Do you think ConnectWise PSA delivers good value for the price?

Yes

Are you happy with ConnectWise PSA's feature set?

No

Did ConnectWise PSA live up to sales and marketing promises?

No

Did implementation of ConnectWise PSA go as expected?

No

Would you buy ConnectWise PSA again?

Yes

You really have to go thru a lot of training to be able to use this product. A lot of things can't just be figured out. It is a bit cumbersome and the software runs slowly
Some of their support agents are really great. However, there have been several times where the support agent didn't actually answer the question I asked. On several occasions their "answer" had very little to do with the question I was asking. Also, several times the support agent didn't seem to know the system that well because they would advise me to change a setting that would impact multiple areas and they didn't warn us that would happen. Unless you ask the support agent very leading questions, they don't give warnings about those things.
This is well suited to a business that has lots of service work, whether it be an MSP or project based

ConnectWise PSA Feature Ratings

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

Using ConnectWise Manage

25 - Our entire business uses connectwise in some capacity
1 - We have our head engineer to handle most Connectwise issues.

Using ConnectWise Manage

ProsCons
Like to use
Easy to use
Technical support not required
Feel confident using
Unnecessarily complex
Not well integrated
Slow to learn
Cumbersome
Lots to learn
  • nothing is elegant
  • locks up/freezes alot
  • increasing problems
  • increasing problems with integration with QuoteWerks
  • report writer is so slow to use it is unusable
Yes, but I don't use it