Overpriced, clunky software with extremely terrible customer and technical support
March 24, 2021

Overpriced, clunky software with extremely terrible customer and technical support

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

ConnectWise Manage is used for managing client service desk tickets. We also use it for billing time and products for IT projects and as a CRM system.
ConnectWise addresses our need to maintain an audit trail of all helpdesk activity and track billable activity not covered by our service agreements.
  • Management of billable time and products.
  • ConnectWise customer support is non-existent. Account managers do not listen to problems, and when you raise something like a billing query it takes weeks to get a response.
  • All technical support goes through live chat which is a painful process often taking 45 minutes to get a couple of sentences out of poorly trained engineers that don't seem to know what they are doing.
  • User interface is extremely dated with all configuration going through database tables instead of a proper UI.
  • Reporting is dated and involves manually exporting information to get any kind of useful data on KPIs.
  • ConnectWise was an expensive investment that we have not seen ROI. We expected it would save us money through automation but it has had the opposite effect.
  • When there are technical issues, we experience a lot of downtime because the technical support is awful.
ConnectWise Manage is better at billing automation for time and products, but worse at technical support, customer support.

ConnectWise is extremely expensive in compared to solutions we have used in the past.

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


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Did ConnectWise PSA live up to sales and marketing promises?


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  • Software is not intuitive. It is extremely difficult to use/learn with a very dated interface.
  • Configuration is over complicated as everything is managed through database tables instead of a proper UI.
  • ConnectWise does not properly support businesses in using its product.
  • Reporting and dashboards are dated and require a lot of manual data entry to make use of the data within them.
  • Customer support is shocking. Accounts team take weeks to respond to billing queries, account managers do not respond to complaints.
  • Technical support is all through a live chat which is a long and drawn out process.
  • Technical support team are not properly trained, often open about the fact they are effectively 'googling' the answers because they don't know what they are doing.
ConnectWise is useful for tracking billable time and products in a service desk environment but completely useless at everything else. The system is buggy, unintuitive, dated and difficult to learn.
The customer and technical support is shocking and they don't listen to you when you provide feedback or raise a serious complaint.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
Ticket creation and submission
Ticket response
Internal knowledge base
Customer portal
Help Desk CRM integration