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ConnectWise Manage: Would cautiously recommend under certain scenarios
February 20, 2021

ConnectWise Manage: Would cautiously recommend under certain scenarios

Jeremy Kushner | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

Connectwise is really the central tool of our operations and we use it for all core business activities such as ticketing, project management, invoicing, and time entry, just to state a few of its uses. We use it across the entire company and all departments.
  • Ticketing
  • Invoicing
  • Time entry
  • Project management
  • Customer support
  • Marketing automation
  • Has helped us scale and grow substantially.
  • Has allowed us to improve processes.
  • Excellent customer record management.
We haven't used or tested other products. This was our first and only PSA

Do you think ConnectWise PSA delivers good value for the price?

Not sure

Are you happy with ConnectWise PSA's feature set?

Yes

Did ConnectWise PSA live up to sales and marketing promises?

Yes

Did implementation of ConnectWise PSA go as expected?

No

Would you buy ConnectWise PSA again?

No

For ticketing, time entry, and invoicing it works very well and has nearly infinite customizations. To be honest, it fulfills the needs of its core tasks across the board. My reservations on the product are based more on the cost and support.

ConnectWise PSA Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.0
Customer portal
9
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated

ConnectWise Manage Support

Their tier 1 chat support is ok but if they are not able to resolve, which is frequent, your ticket will go into a black hole. Very difficult to get a follow-up from their other tiers and tickets sometimes go unresolved for weeks. Their account management and billing support are garbage as well.

Using ConnectWise Manage

It is a very powerful product once you make the time and dollar investment to fully implement it.