Feature Rich but Cumbersome HelpDesk and IT CRM Software
April 24, 2021

Feature Rich but Cumbersome HelpDesk and IT CRM Software

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

ConnectWise was used as our helpdesk ticketing, invoicing, user tracking, and CRM system. This functionality was great as it allowed one product to serve most business functions. It streamlined our customer interactions and made ticket tracking and collaboration with other technicians super simple. While the learning curve is steep, it is a great all in one solution for IT service providers.
  • Ticketing
  • Invoicing
  • CRM
  • Technician Collaboration
  • Extremely Cumbersome
  • Steep Learning Curve
  • Cost
  • Invoicing has been more reliable
  • Cost is relatively high compared to others
  • Huge amount of time spent training technicians on software
ConnectWise is more feature rich than many other HelpDesk software options. This means it can replace more pieces of software for an IT firm. ConnectWise serves the role of HelpDesk, CRM, and Invoicing which allows cutting the costs of the other software needs. It is much more cumbersome to use and requires much more learning from technicians than the alternatives.

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

Yes

Are you happy with ConnectWise Manage's feature set?

Yes

Did ConnectWise Manage live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ConnectWise Manage go as expected?

I wasn't involved with the implementation phase

Would you buy ConnectWise Manage again?

No

Zendesk Support Suite, Zoom Phone, Microsoft 365 (formerly Office 365)
This is where ConnectWise falls short. It is tough to learn and due to the breadth of features, it can be easy for technicians to make mistakes that cost added time to fix. The invoicing and other integrated features work great, but in my experience, integrating so many functions into one software just makes it harder to learn and use long term.
ConnectWise Support is excellent. Their Knowledgebase is comprehensive and if you can't find the answer, their support team is quick to respond and resolve issues. While the software is challenging to use, the support that they put being it makes it manageable for new users to learn and work with.
ConnectWise is a feature rich and extremely comprehensive solution for ticketing, invoicing, CRM, and IT relations. It does all of these functions exceedingly well, but it falls short on being user friendly. Getting comfortable in the software requires going through a full week of training modules. While these are well made, and do get users off and running, no helpdesk software should require that much training.

ConnectWise Manage Feature Ratings

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
External knowledge base
7
Internal knowledge base
8
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
7