About ConnectWise PSA
ConnectWise PSA (formerly Manage): Powerful ticketing system with centralized communication & integrates with tools you currently use.
Product is simply laid out and easy to use. I prefer the desktop version but we just went full web version which is fine too.
You have to navigate to strange places to find the info you need. The updates to the system often break other features and they are not quick to provide fixes.
Filter reviews (216)
Filter reviews (216)
Long time ConnectWise user still loves ConnectWise
Comments: I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate. Connectwise will try to sell you, quosal, connectwise, labtech. Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks. I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.
Mobile iPhone app is A W E S O M E !!! Your clients can use the customer portal Constant Updates Feature request bidding system. 24 hour support online training videos Application blueprints, telling you which modules interact with other modules. Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it. QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs. Mark invoices as paid in QuickBooks and sync to ConnectWise. They are the biggest, so they integrate with everybody. Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.
It can be overwhelming for small companies The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly) If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out. Each user needs their own account. don't buy the on-premise edition, you won't be able to keep up with the updates. They update so frequently I have to update my QuoteWerks frequently,
A Comprehensive Review of ConnectWise PSA
Comments: In overall, ConnectWise PSA is a powerful and comprehensive service management platform that offers a great deal of functionality and flexibility. The user interface is easy to use and the reporting and analytics functions are robust. The cost can be a bit prohibitive, however, and the learning curve can be steep.
ConnectWise PSA is a great service management platform that makes it easy to manage and track IT services. The user interface is intuitive and easy to use, and the reporting and analytics features are robust.
Unfortunately, ConnectWise PSA can be quite expensive and the customization options are somewhat limited. In addition, the learning curve can be steep for users who are new to the platform.
OVeral shocking experience
We have literally had zero benefits working with Connectwise. Its cost us £000's and we have wasted so much time since using Connectwise..... its the single worst decisions we have ever made as a business.
We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience. Reaching out to Connectwise with a long list of issues has resulted in 4 people calling to say how sorry they are, any they WILL definaltey help but then the next update is the ticket closing - thanks.
The end of the ady when i can log out of Connectwise. The Contract part and some automation is good.
Practically everything else: Slow - keeps hanging when doing tasks such as save a ticket, send and invoice, close tickets - you know really important tasks which should be almost instant. absolute zero support from CW. Been told its a programming issue with bulk tasking and it will be fixed - still waiting, much like when using ConnectWise manage - always waiting. Then there is the general support - lacking to say the least. Then the onboarding - they say we get you completely up and running. What they should have said is You'll want to be running away by the time you come to use the product. Unless you learn it all in the onboarding process your on your own or you have to pay a huge amount more for help. They literally just churn you out and get the next lot of sheep in. Sales team lied about how it would interact and sync with Xero. Told me the same way as Quickbooks does and then showed me how QuickBooks Desktop syncs, saying just like this.... IT DOESNT you have to pay someone else to move your data from your PSA to your accounts package REALLY @ $245 extra per month. Didnt tell me that before i signed up. Cloud console which was supposed to save time by synchronising Office 365 licenses to contracts was often wrong, very clunky and then stopped working - another paid feature of Connectwise that didnt work. I could go on, but you get the picture. Its not all smooth sailing and is causing lots of issues in our business. We tried to reach out to CW but they're not helping
Great PSA product
Comments: Very good
Does everything our practice needs from sales to invoicing to run the business
Issue management requires a lot of customization, could be made easier to automate
Alternatives Considered: Autotask PSA
Reasons for Choosing ConnectWise PSA: Connectwise was a more featurfull product and less expensive.
Reasons for Switching to ConnectWise PSA: We liked Connectwise PSA better.
A great solution to combine all the needs of an MSP
Comments: We signed up with Manage over 12 years ago and have never looked back. It is constantly being improved, it links our RMM tool with the CRM capabilities and provides all of our staff with their base Software to be running day in, day out.
We primarily purchased Manage for its Ticket facility. It now integrates all of our departments, including finance, support, sales and procurement.
Most of the gripes over the years, have been resolved to be honest, though regular updates. In terms of pricing, it's not the cheapest out there. But it does the job well. I guess the support has been better in the past. More often that not now, if you get a problem, it's rarely a quick fix. It has to get escalated etc.
Connectwise PSA provides complete automation
Comprehensive and easy to use once it is configured.
While it is extremely powerful it does take a fair amount of time to set up and configure.
Alternatives Considered: Syncro and NinjaOne
Reasons for Choosing ConnectWise PSA: Autotask is good but didnt have the tools and automation we needed to take us to the next level.
Switched From: Autotask PSA
Complete solution but slow as molasses
Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well. The mobile app is horrendous.
Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow. Gigabit internet connection at home and at the office, slow. Brand new 8th gen CPU desktop with SSD. Slow. Laptop. Slow. It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.
Comments: We are using this product to keep track of all our customers, their systems, software and the tickets assigned to those systems
We like Connectwise Manage because it is very detailed and allows us to keep notes on all of our customers - what we have done for them in the past and service tickets for everyone.
The Connectwise platform is very detailed so the learning curve can be very high when you are first starting out. Instead of importing our information, we just input everything.
ConnectWise Manage is turning out to be a big mistake for us!
Comments: It was okay until a few months ago, when they made an error on our invoice.
It is a decent CRM, but working with their customer support is a nightmare.
If you have a billing question or issue, nobody there takes responsibility for it.
ConnectWise user review
Comments: We run our entire business with CW PSA
Inventory Management in this system is amazing. It provides great information to us and our clients.
This product is on the expensive side and has more features than most people need or use.
Comments: I would highly recommend IT firms looking to improve their internal efficiency and client support look at CW for a PSA tool. The software is stable, support is great, and updates arrive quickly. Access to your data can be gained through any web browser, iphone / droid apps, or through the native .net application. Many vendors are writing to the CW API allowing for real-time data integration from products such as backup solutions, spam and virus filtering, firewall statistics and even sales opportunities. CW integrates with MANY RMM solutions providing even greater management capabilities. The biggest benefit is by far the great and active ConnectWise community. We are very involved with the ConnectWise users group on a quarterly basis and we attend the partner summit (ITNation) annually. If you are only looking for PSA software, ConnectWise can fulfill that need. If you're looking for a great community of business peers, ConnectWise will bring an even greater ROI.
We've used ConnectWise since 2007, and over the years, the product has seen a multitude of feature improvements and enhancements. For an IT consulting firm looking to track client agreement invoicing, service level agreements, employee productivity, sales opportunities, marketing campaignment management, or inventory and purchasing, ConnectWise can do it with flying colors. From a client perspective, ConnectWise makes it easy for end users to submit service requests as well as get the status of said requests. An integrated web portal for clients allows the review of hardware and software assets, service request approvals, and invoice reviews. Additionally, for our larger clients, we've been able to extend service capabilities to in-house IT providers while hosting them through our installation. Due to the great support, active community, and rapid development, I can't imagine running my business without ConnectWise. While the software is great, the community is even better.
I ranked Ease of Implementation as 3 stars. Keep in mind that we implemented CW in 2007, so much of the onboarding may be different today. Given the capabilities of the software, some pain should be anticipated and expected as you learn how to utilize the software. Additionally, setting up the integration between ConnectWise and other 3rd party apps can take some time. With most applications, you setup 1 or 2 API accounts, grant access, and test the integration. Some integration takes more time. One example is the integration for QuickBooks. To really get the accounting side setup, expect to spend some time and money working with a qualified accountant (if you don't have one on staff) to ensure all data is passing through and classified correctly. Even with the cons of setup, the ConnectWise University is very well done. Video tutorials are available on almost any aspect of management, and step-by-step checklists are available for just about any multi-step process.
Best Product we ever adopted.
Comments: CW Manage really checked every box that we needed. We use it primarily for tracking service tickets. Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work. This product actually made us money.
Clearly this software was developed by people who do what we do. It actually demands you follow best practices in regards to workflow management around the tech services business. Also it can become the single pane of glass that everyone talks about.
The reporting function could be much better. There are some standard reports, and there is a report writer option, but it is not easy to get the report you want unless it happens to be one of the few canned ones. Was always surprised that the reporting is so weak compared to the rest of the funtions of the product that are so strong.
Connectwise runs our operation
Comments: ConnectWise Manage works very well for our business. We have invested in most of the components and integrations that we can get to properly manage our teams and out clients. Overall it is a good system for managing an IT service and support operation
We use Connectwise Manage to run all of the aspect of our daily operations. Its ticket and issue management functionalities work very well for an IT service and support organization and they have thought of many of the challenges that we encounter every day
Reporting from ConnectWise can be challenging. The canned reported often lack some piece of information that we would like and they are not formatted properly to download and manipulate in Excel. We complement this using custom data sets in BrightGauge and create reports and download from there but it is time consuming and resource intensive to create these with the limited knowledge of the database that we have.
Essential software - but not perfect
If we were to do it all again, we'd still opt for ConnectWise. It does the job but it is very much a leap of faith putting your business and livelihood under the control of such inconsistent software.
User forums and user group meetings are great as is the annual conference - there's more to be learned from other users than the company itself.
CW also has training in other areas of running a small IT business. They run webinars and seminars on sales, marketing, staff hiring and firing, etc. You get a lot more than just software.
"If it isn't in ConnectWise, it didn't happen" is their mantra. CW will capture every single piece of time and expense in your company, it will manage marketing campaigns, projects and even stock. Ours links to Kaseya and MYOB accounting but the preferred setup is Labtech and Quickbooks. Quosal quoting completes the suite to be everything a small IT company needs.
It does everything adequately and none well. Whilst it is riddled with bugs, it is getting better. Issues like stock control not being able to count are gradually being ironed out. Reports are basic bordering on non-existant - but every release improves on that. One annoying "feature" is the ease in not doing things correctly which causes problems later on. For example you can add stock items to a service ticket but if the tech forgets to mark it as shipped then it will remain in the stock count. Why not a prompt that you're about to close a ticket with unshipped items? How about the option of not using shipping at all? User interface if very annoying due to inconsistencies. Sometimes you have to search, sometimes you don't. If a search returns a single result, sometimes it just fills in the form for you, other times you have to select it from a pop up list of one.
My experience recently has been terrible
Comments: I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force.
What I like most about this software is its Service Board ticketing system and that they have a variety of third party integrator that work with the software. It has a lot of bells and whistles to customize what you need to run the service desk team
What I like lease about the software is that it is not reliable. The email connector is inconsistently working which also means I don't know when tickets are not going through the system and potentially not helping a customer and losing a customer. Another area that it is week is its CRM , our sales team is looking go to sales force. Its not mobile user friendly.
I have been using ConnectWise Manage for 7 years as an Account Manager/Sales
Comments: The ultimate benefit is that I am more organized with it. I don't forgetting about renewals, tickets or tasks. It helps me deliver more consistent service so that my clients get a better level of support from me.
Tracking customer assets and reminding you when renewals are due are awesome. The flexibility to run client and internal reports are very good. Workflows are great, the automated processes make it so nothing is forgotten or missed. It is a great way for MSP's to stay on top of tickets, tasks, and activities.
I find it very difficult to search for a closed ticket if I don't know a key word in the subject line. It won't search the body of the ticket for a key word.
ConnectWise streamlines our MSP processes
ConnectWise was designed from the ground up for MSPs, by MSPs. The service tickets and CRM functionality works well. ConnectWise also have a huge partner network of add on tools that fit the gaps so ConnectWise does not need to build in every solution.
There are things that are limiting like the dashboard functionality, reporting, customer portal options, knowledge base and document management where ConnectWise is limited. As long as you know you will need other system or tools that integrate with ConnectWise to fill the gaps, your strategy should be sound.
Pretty much the defact IT PSA. Allows inventory and integration into various 3rd party utilities to provide a central location for storing all your documentation and configuration information. Built in invoicing, billing and sales functionality makes this a fully integrated piece of software.
Because of the amount of data stored in the database finding specific pieces are very difficult if you dont know exactly what you are looking for, searching for something can be extremely difficult (which is why third party software vendors have come up with their solutions that ties into this product that make this easier)
Very good PSA software with mediocre support and subpar performance
Comments: We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor. The timeliness of their support is also very lacking routinely taking days to ask for information included with the original ticket.
Tons of features, regular updates, and improvements multiple times per year.
Performance is horrible Support is poor Used car like sales experience There are arbitrary limitations to what can be done through the interface and API. The data is there but you cannot automate or take action on it without manual intervention. Requires third party software to get meaningful performance metrics
6 years ago
Hi Sean, thanks for taking the time to write this thorough review. We are pleased to hear you love ConnectWise. We also greatly value your feedback regarding our support and limitations. It will be passed on to the appropriate departments.
Comments: Connectwise provides a level of customer service that you just can't find anywhere else. It is super easy to get a hold of them and 9/10 times they have the exact answer you are looking for.
ConnectWise Manage is by far my favorite IT ticking software out there currently. It has helped provide much higher levels of accountability within the IT department and it constantly receiving great new features.
The implementation period takes a long time but it is very understandable once you get into it as they have a lot more to offer compared to other helpdesk systems.
Getting dated with only minor revisions
The software has a lot of features, and in fairness most of them we will never use. Unfortunately, there has been nothing major released in the past few years. All new features are from acquired companies and are a hefty Bolton.
Clunky UI and can be pricey. Integrations work but never feel quite integrated. ConnectWise Manage has not progressed much over the past few years, with every update only bringing minor changes. Account Manager has lost touch and only every contacts you when there is a sales opportunity.
Powerful ticketing tool with lot of integrated features
Comments: I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time
Fully featured, fully integrated with products like Automate and Control. The latest version lets you connect to machines directly from the ticket which is fantastic. Auvik and LogicMonitor connectivity lets them create tickets when alerts fire (and Auvik will even close tickets that clear)
Working in the back end and templates can be a little cumbersome, but worth sticking with it for the things it can do.
Does What it Needs to, but Doesn't Overly Impress
Comments: Overall, my experience has been neutral. ConnectWise Manage does what it needs to do, but it doesn't leave me blown away by it's function or appearance.
ConnectWise Manage has a lot a features that allow for effective customer and ticket management. It meets the needs of an IT service desk, without being too simple.
The product has not evolved in appearance for a long time and it shows. It feels like a product that would be common 15 years ago, not something that is cutting edge for today's IT management company.
Manage all your tickets and more
Comments: As time goes on, it becomes more and more feature rich. Can do pretty much anything that an MSP needs as far as client organization and ticketing as well as integrate with RMM tools.
Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size.
The cost of the software is rather high entry barrier. Most all contracts work as a monthly subscription per employee and that cost is high, but well worth it.
The Perfect MSP Management Software
Comments: I have seen a lot of MSPs struggle to manage time and costs. ConnectWise Manage can do all of this and much more. It was really nice to have one place where we could grab almost all of the info we needed for a given client or project. It can be overwhelming at first. Just stick with it.
Time tracking with ConnectWise Manage is wonderful. It's very intuitive and allows for powerful job costing. The software allows for simple project management and greatly enhances project workflow. The tabbed GUI (very similar to a web browser) made it very easy to switch between the necessary boards and views to get the info I needed.
I'm not a huge fan of how the discussions flow in the GUI. It feels clumsy and I never really had a clear understanding of what the client would see when I messaged them.