CW Manage is integral, but the support is waning
September 07, 2017

CW Manage is integral, but the support is waning

Shael Risman | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

ConnectWise Manage synergizes all facets of our organization, improving efficiencies and billing. We live and die by it.
  • Flexibility of workflows
  • Simple Intuitive GUI
  • Tracking and incident documentation and communication
  • Great user engagement
  • Support is sorely lacking in response time and quality of resolution. The ConnectWise team is very quick to wash their hands of issues that may involve a little more digging.
  • Nickel and diming for extra modules.
  • Each silo in the ConnectWise Suite seem to have no clue what the others are doing or how it affects their departments and the client base.
  • Greatly reduced the incidents of tickets falling through the cracks, contributing to a much higher operational efficiency
  • Increased employee/client communication and accountability
  • Far more visibility into issues, easier recurring incident investigation
Autotask - very similar functionality, some great additional benefits, We chose CW because there was an on premise solution and there was far more user engagement. As the years have gone on, the support has been waning and Autotask has had positive feedback from peers that have used both. For future consideration - the gap has narrowed.
ConnectWise Manage should be an integral part of any managed service company that combines fixed monthly fees and project based services. It would be a serious leg up for any service-based company that deals in incident management, scheduling, and deployment. Not applicable to retail or restaurant like businesses.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
8
ITSM collaboration and documentation
8
Ticket creation and submission
7
Ticket response
8
External knowledge base
6
Internal knowledge base
6
Customer portal
5
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
8

ConnectWise Manage Support

We give up on our support requests frequently because more often than not they seem to end up in the black hole of development, and we have to build some kind of work around for an element that we are paying for.
ProsCons
Good followup
Kept well informed
Quick Initial Response
Slow Resolution
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Yes - Pretty much never - bug fixes usually take months. We still have some outstanding.
Unfortunately not, although there have been many opportunities over 10 years.