ConnectWise Overall Is A Good Choice But Could Use A Few Upgrades
April 28, 2025

ConnectWise Overall Is A Good Choice But Could Use A Few Upgrades

Tammy Kerr | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise PSA

We used Connectwise PSA for all our ticketing. We need a way for a customer to contact us and have our staff be alerted quickly and to track the response and resolution both internally and for the customer. In addition to labor notes, this includes knowing everyone who has touched the ticket, any items used on the ticket, any followup needed, etc.

Pros

  • Handles Incoming Customer Tickets Well
  • Tracks Employee Time/Labor Well
  • Tracks Product Cost of Materials Well
  • Invoices Customers Properly

Cons

  • Agreement Profitability Tracking - this is a feature that Connectwise could use.
  • Handling Large Numbers of Tickets - internal ticketing went under our "company" and created so many that it would crash do to the number of tickets.
  • Ticket Search could use improvement, if you type in the exact ticket number it wouldn't find it.
  • Invoicing worked much better than our other software, allowing our company to more efficiently get accurate customer data, saving time and resources.
  • It initially allowed for better communication between our staff, including the technical support staff and the finance staff, allowing for better and more efficient business operations.
  • It was scalable and allowed for continued growth as our company expanded, helping to minimize issues we experienced with other areas such as finance software.
Overall ConnectWise PSA is very usable, however with continued length of use clients can experience issues. As mentioned before after years if there is a large number of tickets to one company in ConnectWise this can cause failures and crashes, and it also doesn't provide the profitability feature that would be so desirable.
Connectwise PSA worked a lot better than ManageEngine because it could handle a lot more and had a lot more features than ManageEngine. Connectwise PSA is better than autotask in many respects but it lacks some other features that make autotask work better, such as the profitability feature, and tracking the number of tickets created for a particular device, etc.

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

No

Are you happy with ConnectWise PSA's feature set?

No

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

We liked ConnectWise PSA and it has a good platform, but we really feel we outgrew it. Smaller managed service providers would find this easy to use without the issues we were experiencing. Larger organizations may have issues due to size as we did, and this is an area ConnectWise could improve on.

ConnectWise PSA Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
8.0
External knowledge base
Not Rated
Internal knowledge base
8
Multi-Channel Help
10.0
Customer portal
10
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated

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