ConnectWise is above others
August 29, 2019
ConnectWise is above others
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Manage
Connectwise Manage is currently being used by the Managed Services side of our organization. We utilize the application to track customer communications, configurations that are pulled in through various integrations and customer contact lists. The primary role is ticket management. Our customers will submit tickets through a couple of different methods and Connectwise will then create a ticket, and track everything through that tickets completion.
- Integrations are done fairly well with Connectwise.
- Audit trails are done well.
- Customer HTML email templates and other custom communications are great in the app.
- Reporting: Though the software has a lot of information in it, the methods to retrieve it are cumbersome.
- Mobile application needs some enhancements, cannot manage projects from it unless assigned a ticket on that project, and then you can only interact with that aspect of the project, nothing else
- Connectwise has allowed us to examine our current contracts and to find which are profitable and which ones need to be renegotiated.
- The automation of billing has lowered a lot of time from management and staff.
We used ECI e-automate for our MSP side, however, it just didn't have the features we needed. ECI was a great fit for our copy print division, however, the MSP side needed features not in this program. I have used osTicket prior and it was briefly thought of for our MSP side, however, the open-source, and lack of quick support illuminated it from the list fast.
ConnectWise PSA Feature Ratings
Using ConnectWise Manage
10 - Help Desk, Tier 4, Project Management, Customer Billing etc.
2 - We have Two staff who work on enhancements to the software, but mostly we use ConnectWise Manage's support technicians for anything that may hang us up.
- Ticketing Management
- Project Organization
- Customer Management