ConnectWise Manage is a great tool for automating service requests
April 23, 2021

ConnectWise Manage is a great tool for automating service requests

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

We use ConnectWise Manage as our primary help desk software. With all of the integrations, it's easy to use it as the source for any issue that comes in. We've created automated flows to handle certain types of requests as they come in to streamline responses.
  • Service ticket management
  • Integrations with other platforms
  • Automated flow
  • Mobile app is subpar and difficult to use
  • It's saved us so much time with the automation alone, our service techs are able to focus on the tickets in front of them instead of trying to organize/route tickets themselves.
  • It helps us organize our backlog and current issues.
  • Reporting on the information in the system is also very good!

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


Are you happy with ConnectWise PSA's feature set?


Did ConnectWise PSA live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ConnectWise PSA go as expected?

I wasn't involved with the implementation phase

Would you buy ConnectWise PSA again?


Once established, it's an amazing platform to use. But you'll find it a little lackluster if you don't have the time and resources to set it up well. Really know what your process/flow needs to be in order to automate it.
I've always had great interactions with the support team--knowledgeable and helpful.
For smaller companies, ConnectWise Manage may be overkill, but if you are able to pull the trigger on cost/implementation, it is well worth it. It is one of those platforms where it isn't very plug-and-play because of the extensibility of it. If you do choose this, make sure to have someone who is able to become the ConnectWise Manage expert.

ConnectWise PSA Feature Ratings

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