Can be difficult to learn and is not very intuitive. Its got so many options that are organized, but very scattered.

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.

Anyway, I love the team at CW. The product is a must, but you have to invest yourself fully.

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 love how it ties with Quickbooks, makes transferring invoices and data so easy. Also great that it is so multi functional.

As far as my use of the software, I am overall satisfied. It does everything it needs to do.

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.

The end of the ady when i can log out of Connectwise. The Contract part and some automation is good.

Asset and configuration and contact addition is great.

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.

ConnectWise is a horrible company and has mediocre products.

Now with Thoma Bravo investing it's a flip house - extract value, sell or go public. Now it's about Shareholder return, before it was about the shareholder return tired to the user experience.

Easy to use this software i recommend to everybody.

The cost of the software is rather high entry barrier.

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.

The back end of this software can be a bit confusing and hard to manage.

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.

I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company.

Features are great like service board and scheduling. I like the ability to send my PO’s directly from the software.

This software is very powerful and a great all in one tool for managing marketing, contracts, customer service, and all other sales functions.

Updates continue to break / loose our work rules and we continue to have to update/ reenter them. Can be very frustrating and time consuming.

Connectwise provides a level of customer service that you just can't find anywhere else. It is super easy to get a hold of them and 9/10 times they have the exact answer you are looking for.

ConnectWise support has always been great for me, with helpful, quick responses.

Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using.

We have saved a lot of time and have increased logged tickets and time for clients.

The report writer is a bit complicated, also the integration between quickbooks and connectwise gets a bit confusing.

The UI, the customer service, everything truthfully including their training which is the worst I have had to endure.

The ease of use and ability to locate the data you're looking for quickly is great. It's been a great tool for us.

If your issue is related to reporting whatsoever they will refuse to assist. Then there is the high cost to it and the lockin.

Tracking customer assets and reminding you when renewals are due are awesome. The  flexibility to run client and internal reports are very good.

It's very intuitive and allows for powerful job costing. The software allows for simple project management and greatly enhances project workflow.

Poor interface clunky and over complicated for simple tasks easy to mess up and limited connectivity with other programs no simple tools like calendar reminders alarms etc.

Support from connectwise is poor and got worst when opened their uk office. Been using CW for 6 years.

I really like the amount of integration and the ability to organize objects nicely. I think the dev team is heading in a good direction.

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.

Using ConnectWise can be very confusing if you don't train on it for at least a few weeks.

Per user license and Enterprise version is very costly.

The apps needs a little work since I have to log in almost every time and touch ID is hit or miss.

Every single thing, it is absolutely amazing and easy to use. If you have a lot of clients you can add them by business and add details for them.

A lot of API support with 3rd party applications.

ITGlue is a great product for control of your documents, password, and network devices. Everything our Help Desk need in one location.

Overall It is a great option for MSP's that I highly recommend. It is good for users in other departments aswell to keep track of important documentation.

Great product - some features aren't as intuitive as I might like.

When it comes to maintaining the most important information for your clients, IT Glue is perfect.

There is a built in password generator and you can copy the password without ever showing it to onlookers. Excellent product for an MSP with multiple organizations under it.

This integrates with so many of our programs and automates much of the documentation from them versus having to enter it manually like before.

It is easier to find the documents we need. It's nice and organized and the search functions/customizability is wonderful.

Great tool, I love the search button, it does an extensive research of whatever you type in there.

Improves efficiency and productivity in IT asset management, troubleshooting, and customer support. Integrates with other IT tools, such as PSA and RMM, to enhance collaboration and workflow.

This has greatly reduced the time needed to support our clients. I also like the integrations with ConnectWise and Kaseya.

I now have a good way to track my customers networks, assets, passwords and anything else.

Access to credentials is easy and painless. The RunBook export was really amazing and well laid out.

With so many options for storing documentation, it can sometimes be difficult to quickly find the information you need.

Easy To Use - Especially for non technical people.

Another great benefit of IT Glue is the Autotask integration, should a ticket come through and trigger a keyword then Autotask can automatically pull an IT Glue article relate to the keyword.

Well thought out, easy to use, and intuitive software. Designed for MSPs and every piece of information for a client fits in a specific location (and relates to others).

The single best platform that our MSP has invested in. Easy to use, setup, and get going.

Overall, ITGLUE is an excellent investment for any organization looking to streamline their IT management processes.

The usability of the software and the ability's to track assets effectivity.

The sute is well managed and the customization options are fantastic. You can store a lot of information,securely,on this site.

It is regrettable that there is so little competition in this area. Because of this the product is expensive and the service poor.

This is by far the best documentation software I have ever used. Prior to it we were using the KB function in Autotask PSA and it was so antiquated.

My techs no longer have to hunt for information and then worry it is outdated.

ITGLUE's features are robust, and the software can integrate with a variety of other platforms, such as PSA tools like ConnectWise and Autotask.

The documentation system is great and the ability to download all the information you need is very helpful. It's also very secure and has a good innovation team behind it.

Ease of use and access coupled with a great price point when bundling this with BMS and VSA makes this an easy win for all MSP's ranging in size from small to large.

There isn't much that I can say about ITGlue that is negative.

US Dollar

ConnectWise PSA (formerly ConnectWise Manage) is a managed service provider (MSP) solution that caters to businesses of all sizes across various industries such as marketing and advertising, finance, sales, hospitality and more. Key features include backup management, patch management, project management, invoicing, a built-in dashboard and scheduling.


ConnectWise PSA helps users manage customer service agreements, automate recurring invoices and document agreements in a central storage location. The solution also enables users to keep track of their clients’ infrastructure via parameters such as configurations, serial numbers, warranties and more.


Additionally, ConnectWise allows users to identify and resolve issues remotely and supports integration with various third-party applications such as Acronis, Cisco, Webroot and more. The solution can either be deployed on-premise or hosted in the cloud and also offers users mobile applications for iOS and Android devices.


Support is available via phone, email and online live chat.



LongDescription

Support Ticket Management

Real Time Analytics

Status Tracking

Billable Items Tracking

Project Templates

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

IT Asset Management

Progress Tracking

Contract/License Management

License Management

Active Directory Integration

SSL Security

Change Management

Single Sign On

Invoice Management

Timesheet Management

Project Management

Approval Process Control

Projections

Knowledge Management

Customer Database

Resource Management

Collaboration Tools

Automated Routing

Call Center Management

Scheduling

Data Import/Export

Resource Allocation & Planning

Problem Management

Self Service Portal

Remote Monitoring & Management

Help Desk Management

Audit Trail

Configurable Workflow

Project Time Tracking

Dashboard Creation

Capacity Management

Real Time Data

Performance Metrics

Service Catalog

Issue Management

Configuration Management

Support Ticket Tracking

Role-Based Permissions

Client Portal

Real-Time Notifications

Workflow Management

Real-Time Updates

Email Management

Ticket Management

Asset Tracking

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Network Monitoring

Data Visualization

Time & Expense Tracking

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Availability Management

Billing & Invoicing

Interaction Tracking

Dashboard

Expense Tracking

Patch Management

Audit Management

Alerts/Escalation

Real Time Reporting

Customizable Branding

Asset Lifecycle Management

Automatic Backup

Reporting/Analytics

Monitoring

Prioritization

Remote Access/Control

Incident Management

Backup and Recovery

Summary Reports

IT Asset Tracking

Quotes/Estimates

Drag & Drop

Issue Auditing

Third-Party Integrations

Maintenance Scheduling

Task Management

Live Chat

Document Management

Inventory Management

Mac OS

Linux

Web browser (OS agnostic)

Windows 10

Contact sales for a quote. Sales@Connectwise.com

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

ConnectWise PSA

In Person

Live Online

Webinars

Documentation

Videos

IT Glue is a cloud-based IT documentation solution that caters to small businesses across various industries. Features include checklists, relationship mapping, runbooks, document automation, asset tracking and more.


IT Glue's relationship mapping feature helps users to link related items together and define and understand relationships between various elements. The solution's runbooks feature enables users to keep track of the different procedures involved in documentation. Users can also print multiple hard copies and offboard routines after their completion.


Additionally, IT Glue offers features such as access control, domain and SSL tracking, SOC 2 compliance, version control, a template library and import and export functionality. It supports integration with multiple professional services automation systems. Users can also create custom integrations with the help of built-in REST APIs.


Services are offered on a per-user basis after a one-time setup fee. Support is offered via phone, email and online FAQs.



File Management

Document Templates

User Management

Traceability

Rules-Based Workflow

Customizable Fields

Full Text Search

Template Management

Offline Access

Version Control

Inventory Tracking

Real-Time Data

Reminders

Basic: $29/user/month*
Select: $34/user/month*
Enterprise: $39/user/month*
5-user minimum.
*Terms & conditions apply. Prices are per user, per month, based on a 36 month term. There is a one-time $545 fee for Standard Onboarding, or $1419 for Premier Onboarding.

ConnectWise PSA vs IT Glue

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