Manage A Better IT Department
April 25, 2021

Manage A Better IT Department

Cameron Rainey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

ConnectWise is being used organization wide primarily as our ticketing and billing system. This allows us to manage all of our tickets in one place. We can then pull reports and provide that info to our clients so that they know we are working on their account. It also allows us to bill for our services.
  • Ticket entry
  • Service reports
  • Billing
  • Report writer is very complicated
  • More integrations with third-party apps
  • Way too many menus in the GUI
  • Allows us to know when our customers have issues.
  • Also allows us to keep track of our time so we can bill it.
  • The reporting allows us to see if our techs are meeting their goals.
ConnectWise Manage has a ton of different features that get so expansive we haven’t even gotten to use them. In all, it is a lot for a great value.

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

Yes

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?

Yes

Would you buy ConnectWise PSA again?

Yes

ConnectWise Automate (formerly LabTech), BlackBerry Protect (CylancePROTECT), Cisco Umbrella
Overall it’s a great product that provides a lot of assets, but it’s also really busy considering we only use a small portion of it.
There’s never been a time where we’ve submitted a ticket that they haven’t been able to solve the issue. The only times we’ve had problems are when they say they can’t fix the issue because it’s an additional fee; they do this with their report writer.
Great to be used as your service desk and for billing and reporting. It’s just a massive beast that’s capable of doing so many advanced things from reporting to ticket entry. If you're a smaller shop, I wouldn’t recommend it.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
8
Ticket response
10
External knowledge base
10
Internal knowledge base
10
Customer portal
10
IVR
9
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated