Item: ConnectWise PSA
Rating: 10
Author: Daren Anderson, MSIS

Use Cases and Deployment Scope

Prior to using Connectwise Manage, we used a variety of software to keep track of our customer's information including spreadsheets and databases we wrote but nothing was all-encompassing as Connectwise Manage. We reviewed many different products but since we were already using the Remote Connect part of the suite, we tried Manage and have not looked back. Everything is online so no matter if we are at the office or 500 miles away, we have access to the information about that customer and support problems our other techs have documented so we can get an answer quickly.

Pros and Cons

Service Tickets
Documentation
Keeping track of inventory

Sometimes the program to transfer Email to Manage doesn't work
Would be nice to have a way to move texts into Manage because requests get sent that way as well

Most Important Features

Availability no matter where you are at
Service Tickets along with history
As much detail as you want on your customers

Return on Investment

The positive impact is no one has to return to the office to look at notes - they can look up the support ticket on their laptop, tablet, or phone.
The positive impact on ROI is keeping all of your support tickets organized in one spot and multiple techs can update them.
The positive impact on ROI is that you have happier customers as you can update the support tickets no matter where you are at

Alternatives Considered

N-able RMM, monday.com and SolarWinds Security Event Manager (SEM)

We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.

Key Insights

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

Other Software Used

ConnectWise Control (formerly ScreenConnect)

Likelihood to Recommend

If you are an MSP or someone that provides those kinds of services, you need to invest in Connectwise Manage - it will keep track of all your customers, their employees, those people's computers, tablets, printers, servers, etc. You can keep track of every support ticket by either manually entering it or importing it from Outlook. The best thing is that you can access all of this information wherever you have an Internet connection. As with all Connectwise products, it complements the other products in the suite.

Connectwise Manage - a must have for your MSP business

Overall Satisfaction with ConnectWise Manage