Leaves You Wanting More
October 16, 2019

Leaves You Wanting More

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

ConnectWise Manage is used almost company-wide. Our sales staff no longer uses it, as we found that we could use Zapier to manage their portion of the work. Our project managers use ConnectWise Manage in order to create tickets for resources to work on, and then the resources track their work in individual tickets. We primarily use ConnectWise for tracking the time that our resources spend working on different clients' various projects/tasks.
  • Time tracking of resources - ConnectWise Manage is very good at tracking how much time each resource spends on a ticket, down to the minute.
  • Reporting is almost impossible. The reporting tools look as though they are about two decades old, and functions like it too. The Report Writer feature is nearly useless. I have found that it's much easier to pull data from ConnectWise Manage and import it into Microsoft Power BI and I can then generate reports much easier. They're also much more visually pleasing.
  • Account Management seems to be non-existent. Whenever I need to speak to our Account Manager, I have to go through ConnectWise Manage's Support Team to find out information. I have to do this because our Account Manager will change without any notice. I have no idea what purpose Account Managers serve at ConnectWise Manage, as we only speak about 1-2 times per year. The other software programs that we have all have dedicated Account Managers, who I speak with at least once per month.
  • I cannot say that ConnectWise Manage has been as positive as our team would like it to be. While it does do a good job at items like keeping records of previous tasks and tracking resources' times, it leaves the user wanting more out of it. If the functionality and user-interface could be improved, I think it would be much more productive for our team.
monday.com is very easy to use, and it is much easier for new team members to learn how to use it. I use it with our web developers, and the interface is much easier to navigate. Emails to clients/other resources that are generated from their tasks are much nicer looking and do not seem to cause confusion for clients in the way that the emails generated from ConnectWise Manage do.
It is a good software to use if you want to track your resources' time, but there are far better options out there. Clients do not like the way the ticketing system sends emails to them. They can be very difficult to read for new clients. The entire system as a whole has a much steeper learning curve than is needed.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base