Connectwise has many features, make sure you allocate time take advantage of them.
April 20, 2017

Connectwise has many features, make sure you allocate time take advantage of them.

Rob Wong | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

We primarily use it as a ticketing system. [We] tried the CRM/Sales funnel but did not like the interface. Our biggest complaint is the project vs. problem tickets. It is cumbersome to check both queues, and for that reason, our techs have asked us to deploy/search for a project management tool outside of ConnectWise.

Pros

  • Ticket tracking
  • Workflows

Cons

  • Project managment
  • Reporting
  • Overall positive vs. not having a proper ticketing system.
[We] initially used Autotask but was too early in adoption, hence failures caused us to move to ConnectWise.
Depending on size of a shop, ConnectWise is overwhelming and way too much. It takes dedicated resources to master and take advantage of all features. Even to this day, I would say we are only using less than 10% of its full potential.

ConnectWise PSA Feature Ratings

Incident and problem management
6.3
Organize and prioritize service tickets
7
Expert directory
6
Subscription-based notifications
6
ITSM collaboration and documentation
5
Ticket creation and submission
7
Ticket response
7
Self Help Community
7.0
External knowledge base
8
Internal knowledge base
6
Multi-Channel Help
6.0
Customer portal
6
IVR
6
Social integration
5
Email support
8
Help Desk CRM integration
5

Comments

  • Lesley Meunier | TrustRadius Reviewer
    Lesley Meunier
    (Vendor Representative) commented 9 years ago
    Hi Rob, thanks for taking the time to write this thoughtful review. ConnectWise Manage is a robust platform with many features - all which make it the best! We know this can be overwhelming when you are first getting started with ConnectWise Manage. Our ConnnectWise University, Market Place, User Groups, and events are great places to troubleshoot issues, connect and collaborate with other partners, and find solutions to common questions. We highly recommend taking advantage of the - particularly because most are free! In the meantime, please don't hesitate to reach out if our Support, Education, or Community teams can assist in anyway. Feel free to email me at SocialMedia@ConnectWise.com if I can help put you in touch with someone to assist.

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