Powerful, reliable PSA
December 17, 2024

Powerful, reliable PSA

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

Overall Satisfaction with ConnectWise PSA

I have been implementing, administrating and using ConnectWise PSA for over 10 years. ConnectWise can help organisations making that leap from being an IT break/fix shop to becoming a fully formed MSP. The implementation of ConnectWise PSA can replace any disparate systems being used across a business or delivery function. Allowing you to bring in a single system to fill all your needs. The main function is ticketing, but also includes Projects, Quotes, Sales, Configurations, Marketing, and more.

Pros

  • Ticketing
  • KPI creation/management/monitoring
  • Automation
  • Simple implementation

Cons

  • UI needs updating
  • New features dev cycle slow
  • Advanced understanding of profitability
  • Advanced understanding of capacity/utilisation
Simple system to implement and use, if the time is taken to learn where needed. Techs can pick tickets up and simply add notes and time. Does not have an overly complex learning curve.

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?

I wasn't involved with the selection/purchase process

Did implementation of ConnectWise PSA go as expected?

Yes

Would you buy ConnectWise PSA again?

Yes

MSPs wanting to find a single system to fill all their needs. Businesses wanting to increase their ability to deal with tickets, with advanced management and KPI monitoring. Small IT business who need more than just a ticketing system and are looking to make the leap to a full PSA with integration options, client portal and advanced configuration.

ConnectWise PSA Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
10
Expert directory
6
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.3
Customer portal
8
Email support
10
Help Desk CRM integration
10

Comments

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