ConnectWise Manage fan!
April 24, 2017

ConnectWise Manage fan!

Greg Hardy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

We are a managed service provider. ConnectWise is the primary tool that we use to manage our clients / tickets / time / purchases / sales. Everyone in our organization uses ConnectWise on a daily basis.
  • The core function of ConnectWise is ticket management. The customization options, workflows and SLA information makes this a critical tool for our support management.
  • Where ConnectWise does not address a specific need, they have done a good job of creating an API that allows vertical or vendor solutions to integrate directly into ConnectWise.
  • One of the biggest benefits to us the agreement management. From the scope definitions to time tracking and enforcement to billing - this is one of the key functions in ConnectWise for us.
  • ConnectWise does a good job of adding features. However, the reporting in ConnectWise still falls short and has not been addressed since we have been on the platform. Originally, our instance of ConnectWise was on premise, so we could link it to SQL and create some custom, real-time reporting. We are now on the hosted model, and this limits our ability to enhance this shortcoming. I would also like to see some easier ways to setup dashboards for financial performance, agreement profitability, ticket management, SLA performance and enforcement, and resource utilization.
  • I would like the integration with appointments in ConnectWise to be deeper with Outlook. For example, I would like to be able to invite outside parties to appointments created in ConnectWise, and not have to send a second appointment from Outlook. I understand this is coming on the Roadmap, but it has been needed for some time and cannot get here quick enough.
  • I would like to see some additional ability to delete purchase approvals that are not needed. Currently, to remove these from the approval screen, we have to approve them, create the PO, receive the items, and then do an inventory adjustment to reverse the receipt.
  • We have implemented very specific service boards to be able to apply different SLAs. This has given us more insight into our SLA performance and the profitability of our managed agreements.
  • We have recently begun entering our SOPs into ConnectWise as standard templates. This allows us to insure quality and train younger staff.
  • The cloud console application was an additional cost, but given the difficulty in manually reconciling the CSP licenses and billing, it has helped us insure that we are capturing all possible revenue for Office 365.
I just felt that ConnectWise was more intuitive than the other PSA solutions that I evaluated.
I would recommend this to any MSP. I implemented it in 2008 at an MSP that had no PSA tool. It was a challenge to change our process, but it finally gave us some insight and control that we were missing before the implementation. When I started my new MSP in 2014, I reviewed the PSA options again, but quickly landed on ConnectWise again because of the capabilities of the software. It is the one tool that we will not consider changing. I have recommended this solution to other MSPs as well as web developers, and they are also having success on the platform.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
9
Customer portal
7
Social integration
6
Email support
10
Help Desk CRM integration
8