In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.
If you are looking to implement ConnectWise Manage for a single organization, I would say that when you're having your conversation with your implementation consultants, make sure that you very specifically communicate what you want out of the solution. They've got a very defined script and they wanted to spend a lot of time implementing service levels, contracts, and companies, and all of this stuff that's really an ERP for MSPs, and we had to redirect them. I would say make sure you have enough hours to really get the ball rolling on Automate, and you have to dedicate some serious time to training your employees because it's all self-based training, so you have to make sure that you get those hours in. I would rate this solution as a seven out of ten.
Vice President International Business Development at a tech services company with 11-50 employees
Reseller
2021-12-15T20:47:00Z
Dec 15, 2021
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.
Director of Business Development at FrontBlade Systems Inc.
Real User
2021-10-26T21:03:29Z
Oct 26, 2021
I rate ConnectWise Manage eight out of 10. It does everything we want it to do. Other than my issue with the user-defined fields, we have no problems with the product whatsoever. For those considering ConnectWise, I would say go with the cloud solution, so it always stays updated. You don't have to worry about doing it yourself on-prem.
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.
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.
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.
My advice for anybody who is considering this product is that it works well if you're using all of the ConnectWise tools. I imagine that if you weren't, it wouldn't be as good. We use ConnectWise Automate, as well as Manage and some other ones, and it seems to work well with their suite. At the moment, it seems to do everything that we want it to do. I would rate this solution an eight out of ten.
Junior Engineer at a tech services company with 11-50 employees
Real User
2020-03-19T13:00:51Z
Mar 19, 2020
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 PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.
Key features and benefits of ConnectWise PSA:
Help desk
Centralize your help desk with features that allow you to organize and...
In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.
I rate ConnectWise PSA a seven out of ten.
If you are looking to implement ConnectWise Manage for a single organization, I would say that when you're having your conversation with your implementation consultants, make sure that you very specifically communicate what you want out of the solution. They've got a very defined script and they wanted to spend a lot of time implementing service levels, contracts, and companies, and all of this stuff that's really an ERP for MSPs, and we had to redirect them. I would say make sure you have enough hours to really get the ball rolling on Automate, and you have to dedicate some serious time to training your employees because it's all self-based training, so you have to make sure that you get those hours in. I would rate this solution as a seven out of ten.
My advice to others would be to plan the CR strategy for implementation well. I rate ConnectWise Manage an eight out of ten.
BrightGauge is fairly new as an implementation in Control. So, at this time, I would rate it an eight out of ten.
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.
I'd rate ConnectWise Manage nine out of 10. It's the utility that I have to use.
I rate ConnectWise Manage eight out of 10. It does everything we want it to do. Other than my issue with the user-defined fields, we have no problems with the product whatsoever. For those considering ConnectWise, I would say go with the cloud solution, so it always stays updated. You don't have to worry about doing it yourself on-prem.
With the exception of the inventory tracking of products, it's easy to track things. I would rate ConnectWise Manage an eight out of ten.
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.
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.
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.
My advice for anybody who is considering this product is that it works well if you're using all of the ConnectWise tools. I imagine that if you weren't, it wouldn't be as good. We use ConnectWise Automate, as well as Manage and some other ones, and it seems to work well with their suite. At the moment, it seems to do everything that we want it to do. I would rate this solution an eight out of ten.
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.