ConnectWise PSA Reviews

We have one of the servers that our managed stuff runs on, and it's hosted by ConnectWise themselves. They keep all of our stuff up to date.

The primary tool that we're using is the service desk functionality. Our help desk ticketing system goes through there. Pretty much what that allows us to do, is it allows us to keep all of our clients in one location. It also keeps track of all the tickets and contacts. On top of that, we have what are called configurations and our configuration is like any type of endpoint or log-in or object or anything like that. Therefore, workstations or accounts or all that type of stuff is stored all in ConnectWise. That way, whenever we create a ticket, we can quickly look at the configurations for that client and pull useful information.

Some of the most valuable features, at least for us, are definitely apparent when it comes to the kind of central management on offer. Being able for it, number one, to directly integrate into ConnectWise Automate, goes hand in hand. What that allows us to do is it allows us to, have an up-to-date inventory on all of our stuff, and also have all of that information available to us in ConnectWise. Being able to pull pretty much any information needed directly into our ticketing system without having to go outside is always really useful. 

We handle our service agreements and our billing and finances and all that stuff. Being central helps us keep track of how much we need to bill each of our clients, as well as how many different tickets we have and how long technically takes when it comes to time and expenses and stuff like that.

It's definitely one of those tools that is super powerful.

The initial setup isn't too difficult.

There definitely is a learning curve to it. It has its issues. You've constantly got to make sure you're saving everything. You have to refresh and save stuff all the time, to make sure that things are applied as needed, and also, you have got to have some patience when it comes to making changes to things. 

A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working. 

If anything, I would say when it comes to just their features and stuff that are available, sometimes, it just needs a simplified view or some sort of way to offer a simplified view for our customers. Sometimes it's just so much information available to the point where you don't even know where to look. It could be more user-friendly.

Technical support could be better.

You're kind of locked down when it comes to how the interface is laid out and what your branding and stuff look like. Increased customization is useful for us as well.

We've been using the solution for a year and a half at this point. It hasn't been too long.

Pretty much everybody on our team utilizes Manage, even including people who aren't necessarily technicians. Our technical account manager is the guy who's in charge of making sure agreements and stuff are up to date and sends out quotes and invoices, et cetera. He's in the time and expense and financing section of Manage most of the time. However, it pretty much allows all of our team members to connect in one place, in a central office. Anyone who is using ConnectWise Manage is also using ConnectWise Automate, and they do directly integrate. All the information from Automate gets pulled into ConnectWise Manage by itself and then it's available in those configurations.

They definitely need better tech support. There's a lot of instances where we are kind of forced to go to them for their support team. It is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance. Sometimes we'll send a question and then they'll just reply with a link to a documentation page. I would definitely say that there is tech support available, however, I would say it's a growing point that they need to focus on.

The only other tool I've really used before that I would say is comparable would be ManageEngine. It's a very comparable ticketing system. And just based on my experience between the two, ConnectWise does seem like it has a better feature set. It seems like everything's well-drawn out a little bit better and also, one thing I like about ConnectWise is that there's a kind of consistency between menus. Once you figure out where things are normally located and what menus typically look like, it's not like every single window you open is a brand new settings window. It's a lot of the pages, however, once you start using ConnectWise Manage, a lot of the things will look really familiar between the two solutions.

The setup isn't too crazy, however, due to the learning curve, you need to be training actual technicians. During that setup process, it was a bit of careful checking to make sure you've got it set stuff up all correctly. From my understanding, it wasn't too bad and not impossible to get set up.

I wasn't yet at the company when it was deployed, and therefore, I cannot speak to how long the process took.

I'm not 100% sure about pricing. My understanding is that ConnectWise is cheaper than ManageEngine, however, I would have to double-check.

We're partners with ConnectWise.

Our deployment is partially on the cloud and partially on-premises. 

If we needed to restart it, which we really ever have to do, that's all hosted by ConnectWise. This is convenient to us, as that's something that, due to the fact we're already managing so many systems, it's one less thing we have to worry about.

For others implementing the product, I'd advise that it's very much one of those ticketing systems that it's as powerful as you want to make it. My advice would be to utilize as many of the integrations that are available as possible. A lot of the integrations will help auto-populate data and pull in information that you'll want/need. Take advantage of the available integrations and add-ons. For example, we use Webroot antivirus for our clients and we can deploy Webroot through Automate. Through Manage, we have a Webroot integration that keeps a log of where our agents are at and that type of stuff. We're able to access that information from multiple places and it helps us. That way we'll get a ticket in our system that says, "Hey, this person got an alert on their antivirus. You need to look into this." Therefore, it allows us to catch things a little bit quicker.

I'd rate the product at an eight out of ten. It's really good software, however, they definitely have some things that need to be worked on, in regards to actually supporting their software. We've run into problems where, if we're able to fix it ourselves, it's not an issue and when we're just using it on a day-to-day basis, it's fine. However, once something goes wrong and we're trying to get it fixed, it's a slow process. Their support definitely needs to be fixed. It would be nice to just have some more customization options. 

We use this solution for support ticketing and for sales funnel tracking. We are end-users and resellers. I am vice president of international business development.

The program has improved our data management and collaboration as well as activity tracking. 

We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another. This is the only product that has every feature we need and this makes it unique in the market because it has everything that any VAR or MSP would want.

The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access. The product needs to enable all features on mobile devices, it would be a big step forward for the company. The solution is far more complicated than Salesforce and NetSuite, even Sugar CRM beats it in terms of usability and interface.

I've been using this solution for 15 years. 

The solution is reliable and stable, it gets the job done.

Technically speaking, the scalability is fine. The company could grow 10 times its current size and we could continue using ConnectWise without a problem. The bigger issue with scalability is the same for any and every digital platform consistently across the board, scalability is never really an issue anymore with the way technology works today. The bigger issue is human scalability, making sure that everybody's using the system. From that perspective, ConnectWise is complex enough that a unified common language between all people takes time.

As a general rule, our engineers like to do things themselves rather than contacting the software developer or the service provider, but I'm sure they need to do that once in a while. 

I wasn't around when the solution was initially implemented but imagine the initial setup was straightforward. The company has a large team of engineers. We initially deployed on-prem and when we switched to cloud, I believe it took around two weeks to implement. We carried out the implementation ourselves. Our users are in engineering, sales, marketing, operations and legal. About 50 people in total. The product is extensively used and we do our own maintenance. Our usage increases linearly, both up and down.

If you are a service provider or a value-added reseller who needs to support your clients, this is the only all-in-one tool that contains every single feature you could possibly need. However, there is a sharp learning curve, the interface is clunky and there are many other tools on the market that could do 80-90% of what a value-added reseller would want. 

The solution gets a high mark for features but loses points with the UI. I rate this solution seven out of 10.

It's our daily ticketing board. That's where we keep all of our companies with all of their configurations. We handle ticket dispatch through there, meeting scheduling, all of our triage boards, and so on. So, incoming tickets to our help desk all go there.

All of our projects are managed through there, along with our quoting opportunities, our product catalog, and our agreements with all of our clients. Pretty much our whole company runs through ConnectWise Manage.

I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for.

Some of the mass move features are nice, as far as being able to mass move some tickets and do some mass edit functions.

There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company.

Also, I have seen some unreliability on some of the workflow rules where we have rules that are set to inspect our board every five minutes and move tickets that match certain criteria to different places. At times, these workflow rules just stop working for a few hours. Then, we end up having a bunch of tickets that start piling up that were supposed to be automated out.

Also, integration with some of their other services could be improved so that the process is not as clunky as it is now.

I've been using ConnectWise Manage for a little over four years.

Reliability is definitely something that I have issues with, especially over a bad connection. For example, I'm on satellite internet at home, and we have a cloud solution. So, I know obviously that we've got a good connection on the other side, but it seems like if a connection gets dropped in the middle of something loading, sometimes it doesn't properly re-request the information that I was trying to get.

So, for instance, if I'm pulling up a ticket and my connection gets disrupted slightly, a lot of the time it won't load the ticket notes. There will just be a blank section where you know there's supposed to be data. We've got a bot built in Microsoft Teams. So I can go into Teams and use an API call to pull that notes section out. So, I know it's there; it's just that the system isn't fully getting it to me.

I definitely experience that on a slow connection much more. When I'm in my office on a fiber connection, a 200/200 fiber, I see a totally different operation than that when I'm at home on a 35/5 satellite.

It seems to be scalable. I know that we've got hundreds of clients, both past and present. I know that there are MSPs that are using much larger solutions and that we're using ConnectWise. So I think as long as your hardware is set up to support it, it's as scalable as you want it to be.

However, when we were running an on-premises version, we did notice that we had some scalability issues using hard disks rather than SSDs.

We've got about 20 people using ConnectWise Manage. About 15 of those are techs, and the other five are admin personnel, our ordering, accounting, ownership, sales, etc.

From an end-user standpoint, I would say that technical support is decent, probably a seven or an eight out of ten.

From talking with the NOC staff, from an admin perspective, about handling actual server configuration issues, I've heard that they would rate support at three or four. I've heard that they're better with end-user support than they are with system admin support.

From an end-user standpoint, the initial setup is very simple.

The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective.

Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they granularly assign licenses rather than having more of an all-inclusive package.

You're going to get everything you want, but you're going to pay more for it than you would for some other solutions that may offer all the same features but may require more technical abilities in order to implement them properly.

Make sure that it provides everything that you need. I think it probably does everything that you need it to do if you're willing to go through the work to configure it properly.

I think ConnectWise is a great solution. However, I believe it's going to start losing market share based on its somewhat restrictive licensing practice. I would say that it's similar to a Cisco or an Avaya phone system, where you're going to get the best, probably one of the best things out there on the market, but you're also going to pay the highest dollar for it. Also, you're not necessarily going to have the best tech support because they will be supporting such a large clientele.

Overall, I would rate ConnectWise Manage at eight on a scale from one to ten. Their team doesn't know the API as well as they probably need to in order to support the admin personnel who are trying to utilize it. 

We use ConnectWise for ticketing. It's our PSA.

It's our central business management platform.

The solution integrates with pretty much everything that we need.

The product has been pretty stable so far.

The solution can scale quite well.

The custom reporting needs to be improved. 

The initial setup can get complex. 

We've probably been using the solution for eight years at this point. It's been a while. 

The stability is pretty good. There are occasional issues as it's on the cloud. There are days that it's slow and days that it's better, however, for the most part, it's stable. There are no bugs or glitches. It doesn't crash or freeze. 

The scalability of the solution is very good.

We have 14 users on the solution currently.

While we do use the product quite a bit, we have no plans to increase usage at this time. 

Technical support is okay. I would rate them at a seven out of ten. They are mostly helpful and responsive. 

We started with ConnectWise. We did not use a different solution previously.

The initial setup was fairly complex. It's not simple as it's a pretty encompassing system.

It's hosted, so we're not investing anything into maintenance or things like that.

They have consulting services that they offer on startups. We took advantage of their assistance when we implemented the solution. I'd rate their services at a six out of ten.

We're paying $940 a month for 14 users.

Costs vary and pricing depends on the modules that somebody purchases.

We're a customer and an end-user. We are not a partner or reseller.

Due to the fact that we are on a cloud deployment, we are always on the most recent version of the solution.

I've talked to other MSP owners and I still have the opinion that it's the best solution out there.

I'd rate this solution at an eight out of ten. The cloud platform has some slow days, which is an issue. The problem with custom reporting is an issue and support could be better. However, we're largely pretty happy with its capabilities.

The service desk and configurations are the most valuable features.

We are able to use our ticket system to track any remediation of a device stored in our configurations. We entered our entire asset inventory into the configurations, and when we receive a ticket we attach the device from the configurations. Later on, if you want to see an audit trail for a particular device you just pull that configuration up and click the audit trail tab. You can also attach documents, emails, etc. to a ticket or configuration.

When viewing a ticket, I would like to see a filtered list on a sidebar of configurations assigned to the contact that created the ticket. Then I would like the ability to associate one of the devices in that filtered list to the active ticket.

We've been using this for two years.

Our deployment took a week or so.

We had no issues with the performance.

It's been able to scale for our needs.

10/10

ConnectWise helped us with the deployment. They give you perhaps five hours of implementation support.

It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult.

The price is reasonable, you pay $68 per user per month and have to have a minimum of two users. It is a cloud-based solution.

We didn't evaluate any other products. This product came highly recommended by other MSPs.

You need to pay particular attention to the setup tables. Also, ConnectWise has a university where you can take lots of courses that will help you learn ConnectWise, and some of that training is mandatory.

We use this solution for several use cases. For example, it is used for our entire procurement area and ordering all of our stock on hand. It is used for ordering smartphones and smart devices.

We also use it for managed services because we provide IT services to clients. It receives and manages bulk tickets from a variety of different clients. Essentially, it is our ticketing and CRM system.

The most valuable feature is the management of projects from start to finish. It starts with sales and goes right to project delivery.

The automation and integration with our other systems are a benefit.

The usability is really good.

The knowledge base is very thorough.

The UX for general users can be improved as the UI is quite clunky and complicated.

The ability to collaborate on and communicate about tickets can be improved. It needs to be easier to share tickets between users who need to work together. Having an internal chat system would be helpful, rather than having to rely on emails and notes.

The technical support response times and SLAs could be improved, although the support, itself, is thorough.

We have been using ConnectWise Manage for four years.

I'd say that this is a stable solution.

It is easy to scale and expand.

We have 80 or 90 people who use this solution on a daily basis. It is being used all the time.

I have been in touch with technical support and I would say that they are thorough, but maybe not as quick of a response as you'd hope for.

Prior to using ConnectWise Manage, we used the Zendesk ticketing system. We switched because it wasn't quite as scalable and there wasn't a single pane of glass for all of the products that we needed.

The initial setup was simplistic enough in terms of the steps, but for our caliber of company and what we needed to do, it was complex. There was a lot of that we had to do. I think that the full migration took at least 11 to 13 months.

We currently have three administrators who do the maintenance. It comes in the form of updating cost changes, pricing codes, or company details. We have to make sure that these details are always accurate. The administrators receive information from each of our departments and update it in the system.

We used consultants and help from the vendor in terms of guidance on the best way to have a smooth migration and process.

The licensing is cheaper than Salesforce. There are some different add-ons and benefits that are optional and come at an additional cost.

We also considered using Salesforce during our switch from Zendesk. The cost was an issue but so was availability in Australia. Salesforce is an American company and there are not a lot of consultants available.

My advice to anybody who is implementing this solution or another CRM is to migrate slowly and bring across departments one at a time. Definitely map out the entire migration to make sure that everything is aligned correctly. Otherwise, you'll run into issues.

I would rate this solution a seven out of ten.

ConnectWise Manage can be deployed on private or public clouds.

ConnectWise Manage is used to manage commercial opportunities, service providers, and incident cases.

The most valuable features of ConnectWise Manage are that it is on the cloud and functions well.

ConnectWise Manage can improve by having more integration with different software and have the process simple. The integration with Microsoft Office could be better, it is not very easy.

I have been using ConnectWise Manage for approximately five years.

ConnectWise Manage is stable.

The scalability of ConnectWise Manage is easy.

My whole organization is using this solution which is approximately 700 people.

The technical support was easy. They have been very helpful.

ConnectWise Manage is easy to set up.

ConnectWise Manage is priced well compared to other solutions.

My advice to others would be to plan the CR strategy for implementation well.

I rate ConnectWise Manage an eight out of ten.

The flexibility in agreement billing has been really good - we have a lot of complex contracts with clients and ConnectWise has catered for almost all the ways we'd like to bill customers.

ConnectWise has changed the way our entire business works. We started with a "light" implementation using about 10% of the functionality, and we have since implemented more and more modules to improve different areas of the business.

better documentation and access to the back end database would be nice.

10 years.

No

No

Few

Reasonable.

Reasonable.

Yes, we used an in-house developed application. we switched due t the need tfor advanced functionality that ConnectWise had "out of the box"

Basic implementation is easy, however if you want to use the advanced features, be prepared to invest significant ongoing time and effort in ensuring the behavior of your staff maps to the needs of the software.