TrustRadius
Better manage your Clients and Time with ConnectWise Manage!
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.1215101
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September 24, 2018

Better manage your Clients and Time with ConnectWise Manage!

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

We currently use ConnectWise for all our Managed service divison's needs. We use the helpdesk ticketing system for all our MSP customers and it helps us track the time spent on each client for efficiently. It allows us create automatic replies to clients and creates an easy portal to use for back and forth discussions with the clients on specific tickets and problems. We also use ConnectWise Manage to automate our billing cycles for all our Monthly products, it significantly reduced our time spent on billing.
  • Track and manage Tickets with ease, email connector works extremely well to automatically create tickets coming in by email.
  • Keep track of your time. When you open a ticket, ConnectWise Manage automatically starts tracking your time so you can invoice the correct amount of time spent on tickets each time.
  • The mobile clients makes it easy to add notes from our technicians and it gives you the ability to be more efficient.
  • Different system boards allows you to setup the different parts of your business easily.
  • The Configurations tab for customer information needs to have more features to help manage customer sites information and settings.
  • Integration with Microsoft 365 partner portal would be beneficial to help with Automatic billing.
  • Better access to customer information from mobile app would help technicians be able to get the information required quicker
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
ConnectWise Manage helped us get an understanding of how much time was wasted. It helped us get more organised and enabled us to be more proactive and more efficient with our clients. It allowed us to create custom project boards for our customers to more easily track the time spent on specific task. It reminds us if we're about to miss a SLA for a client and allows us to create a nice Dispatch boards to our dispatcher can easily organize the days ahead.
  • It allows us to see how much time was wasted and how to be more efficient
  • We no longer forget appointments or forget to send estimates with opportunity boards.
  • We are billing more accurately now with the time based entry for each tickets
When we first setup ConnectWise, the university was very important. It allowed us to setup our account with all the best practices from tutorial video's and training. The interactive videos and training was very up to date. We gave each technicians specific training material from the university depending on their roles in the company.
We selected ConnectWise Manage because they did a customer demo for us answering all the questions we had prepared. The other companies had generic demos and didn't seem to be able to answer our specific questions. ConnectWise was able to help us setup the account and made sure to get us ready for the live date.
Connectwise Manage is a top tier software required for any IT repair company doing managed services. It's a very dynamic software that helps you manage your clients with ease so nothing gets through the cracks. It allows you to setup custom SLA for different customers, communicate back and forth through the email connector so the client gets update on tickets if required. It's really geared towards managing your employee's and clients, it would not be worth it for computer shops doing strictly break/fix.

ConnectWise Manage Feature Ratings

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