ConnectWise PSA

RATING:

4.1

(239)

About ConnectWise PSA

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 thir...

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ConnectWise Manage service ticket

ConnectWise PSA Reviews

Overall Rating

4.1

Ratings Breakdown

Secondary Ratings

Ease-of-use

3.5

Customer Support

3.5

Value for money

4

Functionality

4

Most Helpful Reviews for ConnectWise PSA

1 - 5 of 229 Reviews

Aleksandr

Information Technology and Services, 2 - 10 employees

Used unspecified

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

2

Reviewed December 2023

Good Software For Certain Companies.

User Profile

Jared

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

FUNCTIONALITY

5

Reviewed October 2019

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.

Glenn

Wholesale, 501-1,000 employees

Used daily for less than 6 months

Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed October 2021

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.

Reason for choosing ConnectWise PSA

Tight integration with other ConnectWise products.

Seth

Information Technology and Services, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

2

Reviewed September 2023

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.

Reason for choosing 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.

Reasons for switching to ConnectWise PSA

Hoping for better integrations and a single pane of glass.

Nicholas

Information Technology and Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2021

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.

Reasons for switching to ConnectWise PSA

Colidation of ticketing softwares. Instead of each client having their own spiceworks instance we combined all our clients into Connectwise Manage.