My ConnectWise Experience
July 11, 2017
My ConnectWise Experience
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Manage
We use Connectwise Manage as a ticketing system for our helpdesk, as well as using it to track inventory for our clients. Every employee in our company uses it for one purpose or another. It really helps us by having a centralized database for all of our inventory data as well as timekeeping aspects.
- It helps us in being able to model our data into specific reports that are beneficial to what we need to see at that time.
- We are also able to search through our helpdesk tickets in many different ways using ticket number, client, etc.
- Connectwise Manage also integrates with several other programs we use to make seamless integration a reality.
- I sometimes wish that there were more simple ways to set up the program. Through the setup tables tab, I find myself getting lost and not finding things.
- The ticket escalation procedure seems like it could be faster. If we log a ticket with ConnectWise support and it has to get escalated, it seems like it can be days before we get a response.
- It has allowed us to dive deeper into areas such as time spent on specific clients making sure we are maximizing our margins with our clients.
- It allows us to also manage technicians' time and make sure we are making the most of their day.
- It also provides us with the opportunity to have client specific reports we can generate as an up-selling tool.
Connectwise Manage is the only product of its kind I have used, so I wouldn't be able to provide a lot of insight. I do know that looking into other products similar to ConnectWise I have not found the same set of features in any of the competitor products.