TrustRadius
Our ConnectWise Experience
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.1215101
William Stasak profile photo
September 08, 2017

Our ConnectWise Experience

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

We use it in our help desk and service department. Dymin Systems is an MSP and telecommunications company. ConnectWise is our ticketing system, quoting system, and all around business platform for our clients. The CRM works very well and integrates into our RMM and other software seamlessly. Most of the troubles we have encountered were just learning curves. This platform is very customizable and robust.
  • Ticketing system works great for a help desk.
  • Help desk tickets get opened easy from RMM and through email from clients.
  • Configurations are easily tracked for companies and sites.
  • Customer ticket portal is cumbersome and not easy to use.
  • Payments can not be taken by cash or credit card easily or without third party software.
  • A Point of Sale would be a great add on as selling something in store is hard in CW as you need to creat a quote then and invoice and payment can not be made on the ticket with credit card in person or by cash with a cash drawer.
  • Manage Clients
  • Manage Projects
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
Works great for all aspects except the dispatch. Would be amazing if they integrated a way to schedule equipment like vans or equipment that is only used some of the time so you do not have the item for every tech. Essentially they need a way to schedule resources that are only used some times or that you have less of than you techs to use them.
  • Time and bill is more accurate.
  • For the MSP device billing is more accurate as it is automated and user error is not a issue now.
  • Ticket tracking for help desk is much more complete and easily searchable for previous information on issues.
We use the university for many problems that arise for a quick fix. It Nation is a great networking event and way to see how others may be using products in a way that you may not be. Biggest problem I see is that the paid support that ConnectWise has is more a place where techs email and the support personnel point you to a University article. Support, in my opinion, should be available by phone and a tech should actually help you resolve a problem not just point you to an article.
We only evaluated Kaseya and Tiger Paw. ConnectWise was easier to use and looked to be more robust. Integration with LabTech waan a easy fit as it is also a ConnectWise product.
Great as an MSP or company that extends credit to all clients and works remotely or onsite at client locations collecting payment through checks. Is horrible for any sale to be made on demand in a retail setting or repair shop where clients come to you and pay with cash or credit card.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
9
Expert directory
1
Subscription-based notifications
9
ITSM collaboration and documentation
4
Ticket creation and submission
7
Ticket response
8
Customer portal
3
Email support
7
Help Desk CRM integration
9