About ConnectWise PSA
ConnectWise PSA pricing
ConnectWise PSA does not have a free version and does not offer a free trial.
Alternatives to ConnectWise PSA
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All ConnectWise PSA Reviews Apply filters
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
CRM for the Best in the Biz!
With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local market. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there. With a friendly (now giant) team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry.
You've been with the rest, now get with the best.
Pros
ConnectWise Manage has enough features to essentially run your entire business out of! When it comes to tracking issues, maintaining inventory and documented details across many partners/clients/sites - this is THEE tool.
Abundant resources to learn the tool exist including certification learning courses. (You're going to want to take them).
Cons
Interface has been ignored for a long time - its universally uglier than ALL of its competitors. This has been massively improved over the last year and continues to get better as it is finally a focus for them after the many recent developmental hurdles they need to address from the various M&A from the last 4 years.
Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this.
Alternatives Considered
Autotask PSA- Industry: Wholesale
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Good Product, Deployment Can Take Some Work
We used a consultant to help us get going, which was a godsend. If you're looking at this product, get a consultant to help you through implementation. Also the chat support through ConnectWise is very good, so if you have questions that's the first place I would turn after looking through the University and forums.
Pros
Our company came onboard with Manage and Automate at the same time, so once we had the integration between them set up it made service tickets very easy to work. It's very customizable for however your business operates with support for the whole service lifecycle, from sales and quoting new customers all the way through to invoicing. We use it for an internal IT solution so that part isn't as important for us, but good to know it's there. Also the ConnectWise University has a lot of good material to help get you going, with training in nearly every aspect of the system.
Cons
There are so many things to set up in the beginning, depending on the complexity of your business it could take months before you're ready to go live. Also, because it's meant for MSPs there are a lot of things like on the financial side that we don't need for internal IT.
Switched From
FreshdeskReasons for Switching to ConnectWise PSA
Tight integration with other ConnectWise products.- Industry: Professional Training & Coaching
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
When configured correctly, CW PSA is clutch
I've used ConnectWise PSA for over 10 years, and now I am a CW consultant. I've helped hundreds of MSPs find the value in their PSA by configuring it in the best way possible for their business.
Pros
I like how focused ConnectWise PSA is around finance reporting. The system is built in such a way that when configured properly, you can get very detailed reporting on agreement and project profitability.
Cons
I don't feel like they've added many new features in the past couple of years. I understand they've been working on Asio for some time now and I'm looking forward to see what that will bring.
Alternatives Considered
HaloPSAReasons for Switching to ConnectWise PSA
My team had more familiarity with ConnectWise as we've been using it for a long time.- Industry: Computer Networking
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Manage hosted version is so slow it will cost you most in terms of time
Toma Bravio and Connectwise do not care about their clients AT ALL! Connectwise will teach you new levels of frustration as you try to get it to do what you want or just to operate at an acceptable speed. Before purchasing this product I really wish I had fully demo'd everything else. Try dealing with their support. Call current clients using it. Research before buying! After Toma Bravo bought this company things got really bad. They used to make regular progress to features and functionality. Since the TB buyout they just buy other companies that fix some aspect of Manage (like buying IT Boost for documentation in lieu of their "knowledge base"). Third party integrators that don't play ball with Manage's team have their products harmed. Like when Manage wanted to get users to use their payment portal, they broke the viewability all custom invoices from the ConnectBooster payment portal for several months. Shop around!
Pros
Manage integrates with almost everything that MSPs use. It does a good job as a centerpiece to all of the other software. It excels at letting ticket management be as detailed as you could possibly want. It has a lot of partially developed features that can still be made use of. It has a detailed report writer capable of making any report you can figure out how to make.
Cons
Connectwise Manage is super slow! (Can't stress this enough!) It will cost you a fortune in lost tech's time as they want to enter things end of week/day because it is so frustratingly slow. A fast click in this software is like 3-5 sec. Slow clicks will be 10-30 seconds. "Normal" clicks by the company's definition will cost between 3-8 sec before support will recognize there is an issue. Second detractor, most of the features are just introductions to the functionality designed to get you to buy another system. For example, it has a quoting engine that you can't modify the quote template at all (like to add disclaimer text or a logo or instructions or anything) because they have another costly program called Sell. Sell way over does the quoting feature (adding in so much functionality, complexity and cost that it is prohibitive to use for most shops). Knowledge base lol lol lol. Demo it first!! If you use multiple computers regularly then every time you log into a different system it kicks out your other session. The report writer takes a full minute or two to open and you will need a masters degree in that interface to make it do what you want. Regarding support, expect to be on chat for 10-60 min to get a response from a tech, depending on the issue. If your issue is related to reporting whatsoever they will refuse to assist. Then there is the high cost to it and the lockin. Once you start integrating software into it, it becomes super expensive to switch.
- Industry: Consumer Electronics
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
ConnectWise PSA is great for keeping track of all our projects and client communication in one...
Pros
I love how easy it is to create and track tickets, and the built-in CRM is a game-changer for our team.
Cons
The interface can be a bit overwhelming at first, and the learning curve is steep for new users.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Like it's written for another business
Negative. The only software owned by Connectwise that was any good was screenconnect, which Connectwise is doing it's best to try to break.
Pros
Not very much, it did not leave a good impression.
Cons
I was not very impressed with Connectwise PSA. It seemed like to get it to do the basic functionality you had to pay for all these third party plugins in and add-ons. It's almost as if the software was written by somoene who has never worked for an MSP and doesn't understand how the business runs. Bringing up ideas and issues to support was like talking to a brick wall.
Reasons for Choosing ConnectWise PSA
Promises from sales that didn't turn out to be accurate.Switched From
Autotask PSA- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Good Ticketing System for MSP and IT companies
I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company. Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind. I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users.
Pros
There are a lot of features on this platform that would be of interest to MSP's. The time entry, calendar ease, global search. Asset and configuration and contact addition is great.
Cons
One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Complete solution but slow as molasses
Pros
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.
Cons
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.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Connectwise Manage
We are using this product to keep track of all our customers, their systems, software and the tickets assigned to those systems
Pros
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.
Cons
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.
- Industry: Computer & Network Security
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
In a world of okay tools, Manage is the best
Pros
As an integrated PSA / Billing System / Ticketing System it functions great. In comparison to the other products in it's space it's light years beyond in functionality and usage.
Cons
ConnectWise support and account management leaves a lot to be desired, though there recently have been noticeable improvements and if they continue on this path they'll be a world class company once again. Manage really lacks at: CRM/Sales and a few other items. Dashboards require a third party add-on. It's base functionality is decent but everything else is a pay for me option.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
CW Manage is our Mission Critical Ticketing Solution
Overall, the product works as we need it to work. When there is a problem, it is normally handled well with some exceptions. The overall customer service experience could be better. Have also read some nightmare stories about the process of leaving / migrating away from CW Manage. Hopefully we don't need to go that route in the future, as most of our processes depend on CW Manage working as expected.
Pros
There is a learning curve, mainly due to how much the software can do. That does mean it can be a little complex at times, but at the same time makes it extremely powerful and flexible to fit our needs. We are able to manage tickets across our client base, including project tickets. We can create and edit configurations and attach them to the tickets (example: a server or printer), and then go back and track down ongoing/consistent issues with specific pieces of hardware or software easily. Outlook calendar integration is nice (when it works as expected). We can send out mass email communications to our client base on demand. We utilize this software in so many ways, it can be daunting to a newcomer.
Cons
There is a more recent track record of updates breaking crucial things, such as Outlook calendar integration. Our on-prem instance (not cloud) of CW Manage ceased to function some months ago due to an Amazon Web Services outage, which should not have been an issue with an on-prem server instance. Level 1 support can be laughably bad at times. The company seems to be making a serious effort to improve on these things, but they still appear to have a ways to go until they are at that point of having a consistent and stable product (especially when updates are involved).
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Connectwise gets the job done but could use a facelift
Overall it is a good platform and ecosystem. They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.
Pros
At the end of the day CW manage does what we need it to do. It's strong suits are ticketing, configuration tracking, and large of integrations. CW is one of the largest PSAs out there in the MSP world and they are stil here for a reason. Tight integration with their RMM automate is a big plus as well.
Cons
To me being a long time user I woudl like to see greater progress with updates and improving the user interface. CW from 10 years ago doesn't look much different than CW of today. While features trump usability at some point it starts to weigh you down. Especially when comparing to other platforms that seem to be up to speed with the modern age.
Alternatives Considered
Autotask PSA- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
A Solid Company
Overall, not bad. plenty of documentation, although some is outdated. I'm familiar with the PSA now, however, each department has its own use case, so be sure to work with the department and apply the correct procedures.
Pros
I think the ability to have tools under one roof helps to establish the integrations and work processes. The consultation is definitely a must and and helped to aid us throught the transition.
Cons
The UI design is not great. It needs working on. They bought a lot of products and everything is always in development. I can see the potential, but it's a waiting game.
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Review Source
Loads of Features, Little Support
If you are starting out your operation then this could be a bit pricey to get going. However, if you are established and need to grow, I don't know how you could not find this tool invaluable. Hopefully they work on the issues that I've described and things get better.
Pros
This is THE software for a company that provides technical services. It tracks everything from assets to travel expenses in minute detail so you can focus on building your business.
* Installation on PC
- This is a breeze, it works great out of the box for us on Windows 7 and in Terminal Services.
* Google Apps
- Works great with checking Email and Scheduling Resources through Google Apps
* Invoicing
- It was quite the wake-up call to see all the hours we were not able to bill for with our old support portal. (Just be careful to document your work properly because it becomes viewable to the client).
* Transparency
- This software lets your clients see everything going on behind the scenes, from Support Issues to Travel time. It's a must for any honest entrepreneur.
Cons
* Constat errors.
- This software produces lots of errors
* Slow Support.
- ConnectWise has very knowledgable people on staff who can work through ANYTHING that you have trouble with. Unfortunately, they are impossible to get on the phone, by chat or by email. Unless we call and call and call and call and call, we often wait days/weeks for someone to get back.
* Unintuitive Interface
- They should hire someone from Google, Apple or Syntress to rework this interface. It's so cumbersome that common tools are hidden behind clicks and clicks before you ever find them.
- There is no tour to learn the software
- It's confusing with screens that look exactly alike on every page.
- The tabs to view multiple pages are helpful but impractical, it would be better to let the information open in a new window as well.
- No HA - when its down, it's down.
* No Online Payments *Yet*
- Industry: Banking
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Solid Sales Team With Abysmal Support
Horrible...sales team was excellent at promising the world, but implementation and support were terrible.
Pros
Cloud based, ticketing system was more user friendly than what we had
Cons
Implementation, support and security teams are incapable of understanding basic high security enterprise environments. Product was built to function one way and one way only, if your environment didn't conform to how they wanted it to run you had to make major security holes to implement. When partner care was contacted about terminating contract for the inability to deliver a secure product, they said "too bad, you signed the contract"
- Industry: Hospital & Health Care
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
ConnectWise Manage for and MSP/Consulting Company
Pros
ConnectWise allows for a lot of customizations, works well across multiple platforms, offers a SAAS based model, has a lot of modules to utilize. Good for you beginning MSP looking for an advanced ticketing system with some bells and whistles.
Cons
Support is very lacking with next to no off hours support and they try to bill you for a training project at every turn. The SAAS solution runs well until you try and utilize report writers or anything that is customized (i.e. Customer invoice formats) and then becomes extreamly slow. After you move to the Mid sized market you will find this very hard to grow or expand wth your business. And anything you want assistance will will cost you over 200 per hour to reconfigure your system.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
My experience recently has been terrible
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.
Pros
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
Cons
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.
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
A great PSA for any MSP!
The solution overall is great, nothing is perfect and it can most certainly improve on it's quirks. I would say the the overall customer service/account management from Connectwise is lacking and could massively improve
Pros
The ability to manage our sales, billing, service desk and project work from one solution.
Cons
As much as there is plenty of customisation options, sometimes the most basic automation tasks either have to be set up in an unnecessarily complex way or it's not possible at all.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Bloated software and a real lack of partnership
Negative. They made several accounting mistakes internally and tried to get me to pay for their mistakes.
Pros
The software is very feature rich and has everything a large IT company will need
Cons
Their billing structure, long contracts, and lack of a real partnership approach. You are nothing more than your contract and they will not hesitate to take legal action against you.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Why I like ConnectWise PSA over the rest
Pros
I like their Desktop Client, which I don't see in AutoTask. It's made my life easier a lot of times. Even if you hit the refresh button accidentally, the ticket note's start time won't reset.Though we think it is great when everything can be accessed over a web browser, it isn't always true.
Cons
The lack or notifications feature when you have an update to a ticket.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Plenty of functionality but is there too much?
Connectwise PSA does the job well enough, but we often find ourselves eyeing up competitors. That said, we never make the jump because the grass isn't usually any greener and Connectwise PSA does offer so much integration that is nearly impossible to beat!
Pros
Connectwise PSA integrates with so many platforms that this is really its key strength.
Cons
The software is often slow and suffers from being too bloated. There are so many configurable options and different modules that it is frankly overwhelming. The sheer vastness of the modules, areas, menus, configurations etc usually leads to frustration because you feel you aren't getting value for money - simply because you can't know it all.
- Used Daily for 2+ years
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Review Source
Should be so much better
worked out what not to use
Pros
There are lots of features, crm, helpdesk, sla management, project management.
They provide a course which is aptly named university - as you will need a degree to work out the way they set up the system, its not logical!
Cons
Support from connectwise is poor and got worst when opened their uk office. Been using CW for 6 years. When it works its good. When it breaks you have to wait for USA support to wake up. Then you will get a read the manual option, if they don't close the ticket before answering.
It is expensive and they then expect you to pay to join them on their jolly meet ups.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
ConnectWise streamlines our MSP processes
Pros
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.
Cons
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Great Software for Tickets
The CW Manage has greatly improved the productivity of the company, since we can assign tickets to each employee depending on the category and thereby improve the response time for our customers. It is a very useful, powerful and stable software.
Pros
It is very flexible and useful for managing customer tickets, with a great interface and proper management. It allows the automation for the assignment of tickets and the notification by a valid email. The CW is very stable and the connection with the databases allows great flexibility.
Cons
The biggest obstacle is the graphical interface which is not the most intuitive, since there are multiple hidden modules and for a novice user it can be difficult to manage the system. It would be nice if they had quick access keys for the most common tools
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Review Source
Essential tool for IT Businesses
My company has been using ConnectWise since 2007 and the product has transformed how we conduct business, while making us far more efficient. Before posting this review I read the others and have to say that I was thrown by one that gave no stars for service. Their service has always been terrific in my opinion. CW has improved the support over the years by adding Chat, making it 24x7 and significantly enhancing their support materials through the University and Marketplace, as well as introducing User Groups and always refining their educational opportunities at the annual IT Nation event.
CW is an iceberg of a tool, with 90% of its power beneath the waterline. The key is that you will get out what you put in. I have just started taking the Certified Professional Administrator training, and while I scored well enough on the pre-session test to qualify for this level, I believe that I have far more to learn about CW than I already know. What's great is that the folks at CW make all of this information available. I just have to grab for the opportunity.
My recommendation for anyone who thinks that they aren't getting the level of support expected would be to use the resources more. Got a question, use Chat or open a ticket via e-mail. Go to the University and take the relevant courses or check out the Blueprints or partner kits. Go to your local user group and network with your peers. Offer up what you know and take what they have to offer. The industry as a whole benefits from this approach, and we do better for our all-important clients.
Anyway, I love the team at CW. The product is a must, but you have to invest yourself fully. It is cumbersome and some things aren't as intuitive as I would like, but if you are invested and flexible to adopting certain best practices, I think you'll find that ConnectWise is a very worthwhile business investment.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Our ConnectWise Experience
In 2007, we started as a computer repair shop and evolved into an MSP with 20 technicians. This year, I made a regrettable decision: we transitioned our entire tech stack to ConnectWise, moving away from Autotask, N-able, and Zomentum. Since then, we've invested over a thousand man-hours just trying to get the system functional.We took an objective approach, documenting ConnectWise's limitations, missing features, and bugs. Our conclusion: it's a step backward from the tools we used before. Details available upon request, as we're not sharing the document publicly due to legal reasons.To make matters worse, we're in a three-year contract with little flexibility from ConnectWise to find a solution. We're even considering paying for the software without using it. If you're contemplating a switch, I implore you to learn from our mistakes. Our experience can hopefully help others make more informed choices.
Pros
- The ability to easily create recurring service tickets
Cons
-Workflows run on a 10-minute timer rather than constantly-Ticket templates can only be applied after creating tickets-Opportunity templates don’t exist-No way to standardize note creation that impact status and email CC-No way to standardize time entry creation using templates that impact status and email CC-Client’s e-mail address does not appear on opportunities-No way to add in-line pictures to opportunities. Only downloadable attachments-No way to add multiple resources to an opportunity’s activities-No standard approval function for approve and post process-No notify resource option for individual notes-No way to edit schedule entry descriptions-No way to add multiple tickets to a service call-No way to bookmark or favorite a client-No way to edit items added by exchange-No way to view a 5-day work week on the calendar-No way to add opportunity pods-Ticket automation regarding changing boards doesn’t allow for simply changing boards and keeping other settings on the ticket, such as status and work type-Services and products do not group under one invoice without creating an additonal invoice-To give a discount you must create a line item specifically for this.-Default billable rates changes when board changes-Can’t add more teams to the Dispatch Calendar list. (known issue)-Agreements and time/tickets can’t be invoiced together-No support for browser based predictive textNo characters for the additional 40 items on my list.
Alternatives Considered
SyncroReasons for Choosing ConnectWise PSA
Hoping for better integrations and a single pane of glass.Switched From
Autotask PSAReasons for Switching to ConnectWise PSA
The sales people spoke of the great integrations between their products and how we would be using a single pane of glass rather than a bunch of different programs.- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
ConnectWise is a horrible company and has mediocre products
Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team.
Pros
ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.
Cons
It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale.
If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months.
ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.
Reasons for Choosing ConnectWise PSA
In an attempt to improve automation.Reasons for Switching to ConnectWise PSA
Believing the lies of the sales team.- Industry: Computer Networking
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
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.
Pros
The end of the ady when i can log out of Connectwise.
The Contract part and some automation is good.
Cons
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
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Review Source
ConnectWise PSA
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.
Pros
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.
Cons
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.
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Review Source
Long time ConnectWise user still loves ConnectWise
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.
Pros
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.
Cons
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,
- Industry: Financial Services
- Company size: 2–10 Employees
- Used Weekly for 6-12 months
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Review Source
ConnectWise PSA Review
Overall, my experience with ConnectWise PSA was highly positive. The platform's extensive range of features and functionalities provided a robust solution for managing my business operations. It offered valuable tools for project management, ticketing, and resource allocation, allowing me to streamline processes and improve overall efficiency. The customizable dashboards and reporting capabilities provided a comprehensive view of my business performance. While there was a learning curve during the implementation phase, the long-term benefits of ConnectWise PSA outweighed the initial challenges. With its continuous updates and support, ConnectWise PSA proved to be a valuable asset in managing and growing my business.
Pros
One of the things I liked most about ConnectWise PSA was its comprehensive set of features and functionalities. The platform offered a wide range of tools for project management, ticketing, time tracking, and resource allocation. This holistic approach allowed me to centralize my business operations and efficiently manage projects from start to finish. The customizable dashboards and reporting capabilities provided valuable insights into key performance metrics, enabling me to make data-driven decisions. Additionally, the integration with other ConnectWise products created a seamless workflow and enhanced overall productivity.
Cons
While ConnectWise PSA had numerous positive aspects, one thing I liked least was the learning curve associated with its implementation. Due to the platform's extensive features and functionalities, it took some time to fully grasp and utilize its capabilities effectively. The initial setup and configuration process required careful attention to detail and adequate training. Furthermore, occasional system performance issues and the need for regular software updates and maintenance were minor inconveniences that could have been improved.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
A great solution to combine all the needs of an MSP
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.
Pros
We primarily purchased Manage for its Ticket facility. It now integrates all of our departments, including finance, support, sales and procurement.
Cons
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Connectwise Manage is a powerful product that is a core piece of our operations
Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved. Like with any application that has so many roles and spans multiple departments, there are always some aspects that don't line up exactly with our existing business practices, but the application has a lot of built-in flexibility so there is almost always a way to get it aligned to our needs. On the occasions where it's not possible, the community is strong and the Connectwise dev team seems to generally listen and accept input from partners, even if execution of some of those feature requests may be slow at times.
Pros
The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.
Cons
Some of the (relatively) newer features and modules, Change Management for example, are not as intuitive as the older modules. The inclusion of more features and functionality is welcome and necessary, and sometimes is going to involve a learning curve, but Connectwise could make these features easier to use and implement for better adoption.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Decent product but watch their contract tactics
Careful with there sales tactics. They will appear to be a partner but always make sure they have the leverage or upper hand. Read there MSA carefully and understand what your agreeing too.
Pros
Easy system to use and implement. Support is quick and easy to access.
Cons
There products have been prematurely release and have outages.
Alternatives Considered
Autotask PSAReasons for Switching to ConnectWise PSA
Company was already using it but the sales tactics are dishonest and we may move to another Product- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Connectwise PSA provides complete automation
Pros
Comprehensive and easy to use once it is configured.
Cons
While it is extremely powerful it does take a fair amount of time to set up and configure.
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- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Excellent!
Excellent. Moving our Finance Dept to CW was one of our most important decisions.
Pros
All our company in one single Tool. From Service to Finance. All the agreements, all the invoices. What is not in CW it does not exist.
Cons
Sometimes it's realy complex to use and understand. But once you get used to ALL the things it has, it's a must have tool.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Connectwise Suite for MSP
Pros
I love how much you can do in this software. I feel like everything you need is in connectwise manage and its a great way to keep an MSP's cost down by adding this to complete everything you need from sales to tickets to project portals.
Cons
The support can be a bit off most of the time its guesswork. Which is done by the IT person usually first but the chat option can be tiresome sometimes.
- Industry: Computer & Network Security
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Best Product we ever adopted.
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.
Pros
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.
Cons
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
This is the ticketing platform you need
All our ticketing, service, project management, and sales cycle tasks are all managed from within ConnectWise now, with all our 200+ staff using this system we still have a very responsive system with a great interface that has interface components that have been customized to match some of the terms we use to describe our business processes.
Pros
It's super customizable, with a very extensible API and integration capabilities, allowing us to centralize so many of our systems and daily tasks into one platform.
Cons
Initial customization and training of staff has taken some time, but and some staff still have issues with managing Internal vs. External communications.
Alternatives Considered
Zendesk SuiteReasons for Choosing ConnectWise PSA
Our previous solution had become slower and much less responsive as it didn't scale well with the growth of the company.Reasons for Switching to ConnectWise PSA
Customization and self-managed solution that can easily scale with our expected future growth.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
As a CRM/Marketing tool it still needs work
As an overall end to end PSA, ticketing, time/expense tracking, and CRM sales activities tool it provides some very good features needed to operate a service and support organization.
From a functionality standpoint on just the CRM/marketing tools (which I use exclusively) there are some glaring weaknesses. Importing and de-duplicating contacts is still a problem. A lack of mass maintenance features makes quick data updates cumbersome and time consuming. Developing marketing lists and adding group members is a pain that could be easily solved and after 4 years of use I've seen no progress that front. Even with the new Campaign Director tool woven in, other drip marketing tools are far easier to use.
There's still a long way to go but for our organization there are some must have features. I would just like to see vast improvements on the sales/marketing front.
Pros
End to end complete organizational tool that spans ticketing, sales, projects, time and expense. Fairly comprehensive and easy to use.
Cons
Sales and marketing functionality is severely lacking when it comes to running and managing marketing and sales campaign efforts.
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Connectwise runs our operation
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
Pros
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
Cons
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Robust software
The support is really good, which is important as sometimes the settings are hard to get right. I wish they had had better advice on the setup between Connectwise and Quickbooks as it took a while to get things flowing correctly.
Pros
There are a lot of built-in features. It is good for being able to share information between departments. However, there are so many different features, it can be overwhelming for new employees when they first start. It seems to take people a while to really get the hang of it. It is nice having sales being able to see the same invoices as accounting, which saves time of having to send them to them when they have questions.
Cons
The reporting features. While they have a report writer, it is quite difficult to use. It is also chronically slow to load. The second thing is it also seems like in the last year I've had more of my tabs lock up in all areas.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Boosting Productivity with Automated and Centralized Management
Pros
ConnectWise PSA has been a valuable asset for managing my business operations, offering a single platform to handle project management, ticketing, and billing. The software's automation features have saved me time, allowing me to focus on growing my business. The integrations with other tools have streamlined my workflow, and the reporting functions provide insights to make informed decisions. Overall, ConnectWise PSA has helped me stay organized and efficient.
Cons
ConnectWise PSA's setup can be time-consuming. Be prepared to invest effort in configuration.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Great PSA product
Very good
Pros
Does everything our practice needs from sales to invoicing to run the business
Cons
Issue management requires a lot of customization, could be made easier to automate
Alternatives Considered
Autotask PSAReasons for Choosing ConnectWise PSA
Connectwise was a more featurfull product and less expensive.Reasons for Switching to ConnectWise PSA
We liked Connectwise PSA better.- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
ConnectWise Manage is turning out to be a big mistake for us!
It was okay until a few months ago, when they made an error on our invoice.
Pros
It is a decent CRM, but working with their customer support is a nightmare.
Cons
If you have a billing question or issue, nobody there takes responsibility for it.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Connectwise Manage review
It is our PSA for the entire support team and in general most of our users are happy with ut
Pros
The scope of features and works it covers. As an MSP it supports us quite well
Cons
The CRM function and lack of proper Marketing capabilities
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Review Source
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.
Pros
"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.
Cons
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.
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Review Source
ConnectWise Review
ConnectWise can probably streamline the majority of business management. However the overly-complicated graphical user interface and lack of documentation drastically diminishes any positive features included in this business management software. Final verdict, pass on this product!
Pros
On the surface, ConnectWise is a full featured business management suite. It boasts features such as a support ticket system, project management tracking and client billing with integrated time-tracking. The wide-array of features bundled in the ConnectWise software allows the business user to accomplish practically any business management function in multiple ways. The work-station installation is pretty easy and only requires .NET and Internet Explorer running in a Windows environment.
Cons
Persistent bugs and .NET errors make ConnectWise highly unusable. By not streamlining application features the end user is left spending countless hours trying to figure out the best way to use the software.
Permission based user account controls add additional difficulty to the administration of ConnectWise. Lack of permissions can cause numerous business down-times. Project management capabilities are overly-complicated typically taking the administrative user multiple trial-and-error attempts.
Tickets submitted to the ConnectWise product support department gained an initial response within one or two business days. Resolution could take up to a week. In one instance better product documentation could have provided an answer but waiting for one week to get a response from the support department was unacceptable. In another instance there was no solution for a Windows 7 compatibility issue. The "canned" responses were typical but didn't provide any resolution.
- Industry: Recreational Facilities & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Incredibly vast array of useful integrated tools.
Extremely powerful top notch CRM tool that can really take a business to a new level.
Pros
This software is very powerful and a great all in one tool for managing marketing, contracts, customer service, and all other sales functions. It's pretty impressive just how many functions you have access to within the software the can really take an organization to the next level operationally if it's used properly.
Cons
The user interface isn't the most intuitive and it took me a lot of tinkering to really get the hang of it. I still am probably missing out on a lot of useful functionality within the software that I do no not currently know how to use.
Response from ConnectWise
Hello Colin Waters,
Thank you for your review. We are pleased to hear that you are happy with our product. Additionally, we understand your challenge of understanding all of the functionality and hope that that you are able to utilize the whole system soon. As a reminder, we do offer ConnectWise University and several other resources that may be helpful to you in your research.
We look forward to growing our partnership with you and let us know if there is anything that we can do to help!
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Great tool, great features
Pros
I like how ConnectWise integrates other systems and applications to help keep lots of things in less windows. Between RMM and the ticketing system, we use ConnectWise daily and some use it all day long.
Cons
Sometimes the features don’t work as well as we’d like it to or we wish there could be more features to make our job easier, but sometimes you have to stick with what works well and wait for the devs to work out the kinks before it’s released.