Great CMS for MSPs
March 28, 2022

Great CMS for MSPs

Jemma Munford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

We use Connectwise across the business, as an MSP it integrates across all departments from sales and marketing to the service desk. Prior to using this platform, we had disparate systems that weren't linked and maintaining communication across departments in a growing company was challenging. Connectwise handles leads from right at the top of the funnel through to sales and then onto support. It's easy to use and most sections are pretty intuitive, the university links in all areas are really handy to get help if you're stuck with how an element functions.
  • The flow of information through the system works well
  • A great CMS system for MSPs
  • Easy to find help articles
  • Today screen collating the days activities us useful
  • Whilst the help links are always handy they can be a bit boring to watch in the university
  • Service board & ticket management
  • Sales lead tracking
  • Quotes
  • Helped to improve communication between departments
  • Better logging and tracking if service tickets

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

A really great CMS for MSPs. If you want a system to track a lead from a prospect through to a customer it can work really well

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
8
ITSM collaboration and documentation
8
Ticket creation and submission
8
Ticket response
8
External knowledge base
8
Internal knowledge base
8
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
7

Using ConnectWise Manage

60 - Sales, marketing, presales, project management, support
  • Service ticket management
  • Sales lead management
It's a great system, not without challenges but those generally come from users and data entry rather than the system

Using ConnectWise Manage

It's pretty intuitive, different sections for different departments are linked in a sensible way.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Service tickets & boards are simple
  • Contact management
  • Assigning resource in tickets
  • Mass upload of data from marketing campaigns