TrustRadius
ConnectWise Manage - Good for Multiple Clients
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.1215101
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June 14, 2018

ConnectWise Manage - Good for Multiple Clients

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

ConnectWise Manage is being used all across our organization. It is used for day to day Service Desk tickets, Reporting, Clocking in and clocking out, processing sales orders, organizing multiple clients, and keeping a detailed record of time sheets. This allows one piece of software to handle tasks that would normally take at least 5-6 pieces of software.
  • Ticket History. Keeping detailed notes in Service tickets which makes it easy for technicians to know what is going on at any given time.
  • Client Management. If done properly, knowing who has called in or submitted tickets about their issues can make it easy to track down common problems
  • Configurations. Keeping accurate track of computers via configurations helps track down what has been done to a machine.
  • If a technician has a time entry open and someone else updates the ticket, you can't save what you have done in that time entry. It would be nice to lock other people out or be able to save time entries no matter what
  • Easier to manage types and subtypes when entering tickets
  • Changing a work type say s that it's required, but it actually isn't. Being able to manage required fields would be a plus.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
  • Manage Clients: allows us to keep track of multiple clients and who has had what issues
  • Manage Projects: allows projects to be kept together in a neat space so you can easily keep track of the different stages
  • Manage Multiple Locations: clients have multiple offices and can be easily separated within the contact manager
  • Manage Time Tracking: easy to manage how long you have worked on a specific task.
  • Allows technicians to know what they have to work on on a daily basis
  • Keeps people focused on their jobs without stepping on another tech's work
  • Keeps track of sales and licenses for software
I have not had any personal experience using ConnecWise Manage user groups, or IT Nation events. The University was a great learning tool when I was brought on and didn't have any experience with ConnectWise.
ConnectWise Manage is a very robust tool with multiple uses. If you have the money to spend, it is a very good product.
ConnectWise Manage is well suited for companies that have multiple clients and deal with multiple people on a day to day basis. It makes it easy to sort out who worked on what and for whom. It is not well suited for small companies that don't have a lot to manage. There are much better and cheaper solutions out there for smaller companies.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
7
Ticket response
9
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
7
Help Desk CRM integration
Not Rated