TrustRadius
ConnectWise Manage review.
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.1215101
Jon Brantner profile photo
January 14, 2019

ConnectWise Manage review.

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

ConnectWise Manage is used by our internal IT department in support of our users and retail operation centers. It is used to track and monitor open service requests for telecom, computer and other misc.
  • Scheduling and tracking of time and resources.
  • Modification and customization to meet the needs of the user/company.
  • Team management and organization through the scheduler and dispatch modules.
  • Knowledgebase entries, organization, and sorting.
  • While it is possible to customize and change a lot of settings, it can be very tedious to accomplish via some of the setup tables.
  • Lack of telephone customer support without specific payment for such service. Only available support is via chat.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
I have found it difficult to manage and track my contracts (internet/telecom vendors, other software support contracts, etc.). We do not use Manage Clients as we don't really have clients. We use Manage projects barely as most things are handled as a ticket.
  • We are still establishing these measurements as we have only been on this system for approx 1 year.
It was originally designed to be a service software for a vendor support contract provider I believe. However, they continue to make updates to the software (monthly) and continue to significantly improve the software for in house IT solution departments.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
7
Expert directory
3
Subscription-based notifications
1
ITSM collaboration and documentation
1
Ticket creation and submission
9
Ticket response
9
External knowledge base
5
Internal knowledge base
6
Customer portal
5
IVR
1
Social integration
1
Email support
1
Help Desk CRM integration
Not Rated