Overall sufficient, but with limitation outside ticketing.
January 21, 2025

Overall sufficient, but with limitation outside ticketing.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise PSA

We use ConnectWise PSA (Manage) as our ticketing system for service tickets and projects. We also use it for receiving, and picking product for projects and sometimes services tickets. We also use Workflow Rules for a level of automatic triage. We also integrate with Automate, and several 3rd party tools that feed tickets for alerts and issues into the PSA. It also feeds into Quickbooks.

Pros

  • Basic Ticketing
  • Integrates with many 3rd party tools (dependent on the 3rd party for how well)
  • Time tracking against clients, per tech, and across business units.

Cons

  • Project ticketing, tracking, scheduling, etc.
  • Workflow rules
  • Reporting is challenging.
  • Poor project module has forced us to create and experiment with other tools, resulting in a lot of lost time and poor projects over the years.
  • Poor reporting requires external tools that also adds costs, and obscures business data
  • Ticketing is relatively intuitive, and has a lot of training materials, making it easy to bring on new technicians without a steep learning curve.
From a technical stand point the system is usable and not hard to learn for technicians for ticketing. It loses points for the less than intuitive holes it has in functionality such as reporting and workflow rules. The CRM portion of the system leaves much to be desired and requires us to look outside for better ways to track client interactions and account management time.
ConnectWise PSA compares pretty closely with autotask based on my usage as a technician. I cannot address it beyond ticketing. Zendesk was a much simpler ticketing system and did not have much of the more complicated functions. Zendesk did at the time integrate very well with self help materials and provided an easy interface for creating documentation for clients. CWPSA does not have that in a way we have found useable.

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

Yes

Are you happy with ConnectWise PSA's feature set?

No

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?

I wasn't involved with the implementation phase

Would you buy ConnectWise PSA again?

Yes

ConnectWise PSA is fairly good for helpdesk and general support ticketing and time tracking. It can be very unclear what some options are and documentation while "complete" in most cases, lacks clarity on some items that are not intuitive. The Project functionality is very limited for clear project tracking, including ticket dependency. Reporting is not particularly useful as built. Workflow rules allow us to automate certain ticket actions, but there are lots of gaps were conditions or actions simply were overlooked that ought to have simply been "on the list" when addressing fields that can be checked and updated.

ConnectWise PSA Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
7
Subscription-based notifications
5
ITSM collaboration and documentation
5
Ticket creation and submission
9
Ticket response
9
Self Help Community
5.0
External knowledge base
5
Internal knowledge base
5
Multi-Channel Help
7.0
Customer portal
5
Email support
9
Help Desk CRM integration
7

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