--- title: "ConnectWise PSA Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of ConnectWise PSA. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if ConnectWise PSA is a good fit for you!" source_url: "https://www.softwareadvice.com/ca/psa/connectwise-manage-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Business Management Software](https://www.softwareadvice.com/business-management/) / [ConnectWise PSA](https://www.softwareadvice.com/itsm/connectwise-manage-profile/) / ConnectWise PSA Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/itsm/connectwise-manage-profile/) Reviews [Alternatives](https://www.softwareadvice.com/itsm/connectwise-manage-profile/alternatives/) # ConnectWise PSA User Reviews ## Reviews summary - Overall rating: 4.2/5 - Total reviews: 348 ### Secondary ratings - Ease of use: 3.9/5 - Customer support: 3.9/5 - Value for money: 3.9/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 168 reviews (48%) - 4 stars: 120 reviews (34%) - 3 stars: 38 reviews (11%) - 2 stars: 10 reviews (3%) - 1 star: 11 reviews (3%) ### Most mentioned pros - Having customer information, ticket history and service information in one place makes it much easier to keep track of issues and maintain a clear history of support activity. - ConnectWise is robust -- there are tons of features and options that provide an elaborate ticketing system, including all of the multimedia uploads required of a modern business, met with time keeping tools. - The integration with other ConnectWise products and the automation capabilities are also useful for streamlining repetitive tasks and workflows. ### Most mentioned cons - The platform has a steep learning curve and can feel overwhelming at times due to the amount of information displayed on screen. - The interface can sometimes feel quite cluttered and unintuitive, particularly when navigating between different areas of the system. - Sync issues, the extended process for something simple, the smallest error turns into a huge throughout other parts of the finance world, support has a language barrier and its hard to communicate quickly. ## ConnectWise PSA customer reviews Showing reviews 1-25 of 348 (page 1). ### A platform that hasn't improved since its inception. - Overall rating: Not rated - Reviewer: Dylan B. - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 5+ years · daily - Reviewed: November 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's where our engineering staff does their work and it's functional. #### Ratings breakdown - Ease of use: 2/5 - Customer support: 1/5 #### Pros It's been around for a while so it has some integrations that some newer platforms don't have. #### Cons They have raised the price of their platform every single year we have worked with them with no marked improvements in the platform. Every new feature is a bolt-on application from some company they acquired and the functionality is terrible. We get a new account rep every six months who tries to peddle another feature. The support team is awful. My suggestion would be to look at everything that Halo is doing and try and replicate it. --- ### good product - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Computer Networking - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered overall its good, the cost of it isnt too bad so value for money is there, its secure and support mfa / sso. It is a good system and has plenty of features out of the box. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Good for managing tickets and keeping a timeline of events with issues logged. Links with Automate for automation and remote monitoring. Helps us support customers better. #### Cons It can be slow to load sometimes more than often which can slow down productivity and increase technician frustrations. --- ### Powerful PSA with plenty of features for MSP environments - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, ConnectWise PSA has been a reliable platform for managing IT support operations. It provides a wide range of features for ticket management, customer management, workflow automation and reporting, and it works particularly well in an MSP environment where there are a large number of tickets and customers to manage. It does take some time to become familiar with the platform, and some areas could be made more straightforward from a usability perspective. However, once configured correctly, it provides a strong foundation for organising and managing day-to-day IT support. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros ConnectWise PSA provides a good central platform for managing tickets, clients, assets and day-to-day IT support work. Having customer information, ticket history and service information in one place makes it much easier to keep track of issues and maintain a clear history of support activity. The integration with other ConnectWise products and the automation capabilities are also useful for streamlining repetitive tasks and workflows. #### Cons The interface can sometimes feel quite cluttered and unintuitive, particularly when navigating between different areas of the system. Some processes require more clicks than they ideally should, and finding specific information can occasionally be frustrating. There is also a fairly steep learning curve for new users, especially when dealing with the more advanced configuration and automation features. --- ### Great product that has fall off over the past few years. - Overall rating: 3/5 - Reviewer: Jason L. - Industry: Computer & Network Security - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: September 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Originally we were very happy with ConnectWise. But over the years, they have not kept up with the competition. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros We have used ConnectWise PSA for over 10 years. we like the dependability. Connectwise is also very widely used and has plugins for most our tools. #### Cons We are disappointed in the customer portal with Connectwise PSA. We also do not like the the user interface. --- ### An ageing interface built but a rock solid foundation - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros Connectwise preety much wrote the book on PSA. The have a very robust fondation and the ticketing system and management is very mature. #### Cons The interface needs a rework, the GUI is aging and iT,s starting to show compared to newer PSAs like NinjaRMM --- ### A comprehensive system that requires a major upfront time investment - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I have learned a lot of what this system can do over the years, I know that there is a lot more that it promises that I haven't been granted access to because the owner can't figure out how to grant those permissions. Utilize the support staff early and often in your onboarding to make sure you get plain words to describe how to do what you want. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros The ability to create templates and flows are very helpful for repeated tasks. There are more features than you can be reasonably expected to maintain awareness of. The Ticket management features let you find ticket history grouped by company, customer, and even endpoint. If you have a large team, you can delegate different permissions to them #### Cons There are more features than you can be reasonably expected to maintain awareness of. If you have a small team and you are the sole administrator, be prepared to do a lot of work, as there are permissions that must be granted granularly that aren't the easiest to understand. --- ### Feature-Rich PSA Platform with Excellent Ticketing and Integrations - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: July 2026 - Review source details: This review was submitted organically. No incentive was offered ConnectWise PSA has been a key platform for our MSP, providing powerful ticketing and service management capabilities. The ticketing and ticket management features are particularly strong, allowing us to efficiently manage workloads, track customer issues, and maintain visibility across the service desk. Features such as child tickets, workflow automation, and reporting provide excellent flexibility for managing support operations. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros ConnectWise PSA is an excellent platform for managing tickets and service delivery within an MSP environment. The ticketing and ticket management capabilities are among its strongest features, providing good visibility of workloads, customer issues, and service performance. Features such as child tickets, workflows, automation, and reporting help streamline day-to-day operations and improve efficiency. One of the biggest benefits is the extensive integration ecosystem. We integrate ConnectWise PSA with NinjaOne RMM, Sophos, UniFi networking solutions, and backup platforms, allowing information to be centralised and reducing the need to switch between multiple systems. This helps our engineers work more efficiently and maintain better visibility across client environments. The automation and workflow capabilities can save significant time once configured properly, and the platform offers a comprehensive feature set that can scale with business growth. Overall, it's a powerful and reliable PSA solution that has become a critical part of our service delivery process. #### Cons The platform has a steep learning curve and can feel overwhelming at times due to the amount of information displayed on screen. New users may find navigation confusing until they become familiar with the interface. There are also some minor quirks that can be frustrating, such as a ticket being updated by another engineer while you're writing a note, which can result in your text being lost unless you've copied it elsewhere first. While highly capable, some areas could be more intuitive and streamlined. --- ### Connect Wise: Proceed at your own risk! - Overall rating: 1/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered I am not a big fan of the platform overall. I have used it in multiple companies and each organization has either gotten rid of it or is in the process of doing so. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 3/5 #### Pros It tracks things and does a decent job of ticketing an management. I feel that workflows do help quite a bit. Configurations and many other features are helpful anyone. #### Cons I feel like it is extremely expensive and the customer support has gone way downhill since Kaseya took the brand over. Better scammer protection from a security perspective would be a welcome addition. --- ### Great PSA system is you take the time to set it up according to your needs - Overall rating: 5/5 - Reviewer: David L. - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered It is a very customizable system, which is probably its biggest strength and why new people also get scared away. Anything you want to do as a mature company is present in the system, but all options can be scary at first. But in more than quadrupling the size of the company, it has always kept up with our needs and different ways of doing billing, invoicing and integrating vendors. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Very complete ticketing system with integrations to all the major vendors in the space. Lots of customization and automation options. You can set boards, tickets and projects up exactly as needed. #### Cons The layout is stuck in the 90's. It is being revamped in the Connectwise ASIO Platform, but that layout, while more modern, seems to be more suited for mobile devices and tablets. Way too much whitespace all over and information density is not there on the new version like the old one.. --- ### Complete and does its job well, but pricey and stuck back in time... - Overall rating: 3/5 - Reviewer: Verified Reviewer - Industry: Computer & Network Security - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, it is a good experience, however the lack of innovation, and new interface it has made us look elsewhere. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 1/5 - Customer support: 2/5 - Functionality: 5/5 #### Pros It integrates with everything. It does the work for what it is. It has all the features we want to have, from billing, ticketing, portals, etc. Ticket management is good. #### Cons Over the years, the interface has stayed the same. Not happy with this fact. Also, the cost is pretty high for what it provides. We are forced to buy separate products to complete everything. If it was priced lower with all the features bundled in, like Halo PSA, we would have been very happy. It is very hard to make things work, but once they work, they are top notch. --- ### Sr. TTL - Overall rating: 4/5 - Reviewed: November 2026 - Industry: Information Technology and Services - Company size: 51-200 employees The ease of navigation and ticket management makes this software suitable for users needing quick training. Nonetheless, the reporting features are not sufficient for comprehensive data tracking. Full review available after login on Software Advice --- ### Support POD Manager - Overall rating: 2/5 - Reviewed: November 2026 - Industry: Computer & Network Security - Company size: 51-200 employees The software serves as a central hub for managing tickets and projects, which is advantageous for team coordination. However, the outdated layout and the need to refresh tickets for updates can disrupt workflow. Full review available after login on Software Advice --- ### Still Happy to use PSA - Overall rating: 5/5 - Reviewer: Julee C. - Industry: Computer Software - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It is currently still our choice for the product that holds our data together and allows us to provide adequate and timely support to our clients. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros We are able to contain all of our information in a single location and able to access easily. The additional integrations continue to be a huge benefit for our company. #### Cons While it is easy to reach out/create a support ticket, it often takes longer to find a resolution and at times understanding is a challenge. --- ### Enjoying simple to use surveys - Overall rating: 4/5 - Reviewer: Gavin S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: October 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The ability to tie into our PSA and provide simple surveys to our clients #### Cons Haven't found any yet, so far it's been pretty easy to use --- ### Excellent Dashboard for MSPs, Great Support from Customer Service to Onboard - Overall rating: 5/5 - Reviewer: Ivan M. - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: November 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Beautiful, colorful dashboard, client reports that are customizable and auto-send, and easy access to customer service staff at Brightgauge when we have an issue. #### Cons Because BrightGauge works with the databases of Connectwise and Labtech, it makes the gauge configuration a bit difficult to understand. --- ### 4 Year Veteran of ConnectWise PSA Reviews the Platform - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I really like a large portion of what it offers. Its very easy to navigate, its intuitive and workflow rules or other items inside the system are very customizable. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros I like the inclusion of everything a new or existing MSP needs. From ticketing to finance to projects everything you need is right there. #### Cons The interface is ugly and cannot be customized like other brands. It looks really old and doesnt seem to have every really gone through a design change. --- ### So easy to implement! - Overall rating: 5/5 - Reviewer: Cassie K. - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · monthly - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is so easy to implement. I can set up a new instance of SmileBack in less than an hour. I also love the integrations it offers. We integrated it into Teams so we could get real time feedback and see when clients leave us positive reviews. #### Cons It didn't have the ability to send surveys on projects, it had to be tied to a project ticket so we ended up having to have a special ticket status and use only on one ticket in the work plan. --- ### Powerful ticketing tool with lot of integrated features - Overall rating: 4/5 - Reviewer: Christopher J. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: December 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Fully featured, fully integrated with products like Automate and Control. The latest version lets you connect to machines directly from the ticket which is fantastic. Auvik and LogicMonitor connectivity lets them create tickets when alerts fire (and Auvik will even close tickets that clear) #### Cons Working in the back end and templates can be a little cumbersome, but worth sticking with it for the things it can do. --- ### Great Support - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: June 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We use BG to manage our daily, weekly meeting, client reports and on demand reporting. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 2/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros The software is easy to use, once its setup. Support is exceptional. #### Cons Can be hard to setup and I would like to see Wizards to get tasks done. Additional integrations are expensive. --- ### SmileBack is a great solution for measuring customer satisfaction. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: October 2018 - Review source details: This review was submitted organically. No incentive was offered We are improving customer satisfaction by taking action on their reviews. We improve our employees through coaching on customer responses and we strengthen our relationships with our customers by listening to what makes them happy and what doesn't. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like how it integrates into ConnectWise Manage and alerts us with each new review. #### Cons Some of the filters remain the same when revisiting the site and some have to be changed. Having to update the date range every time and the agents is one example. --- ### Simple to use for our company and our clients - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: 1-3 years · weekly - Reviewed: September 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The reviews our users provide via SmileBack is gathered in a dashboard that is simple to view online. We also gather the overall metrics in gauges through integration with BrightGauge. To address any negative or neutral reviews, we utilize integration with Connectwise, so that if non-positive feedback is received, our Service Manager is alerted for resolution and coaching opportunities. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros SmileBack makes it incredibly easy for our clients to provide feedback on the service they have received. All that is required of them is to click an emoticon in an email, and then they can add a comment if they'd like. The information is gathered in a dashboard that is simple to view online and through integration with BrightGauge. We also utilize integration with Connectwise, so that if a negative or neutral review is received, our Service Manager is alerted for resolution and coaching opportunities. #### Cons I have not yet found anything about the software that I dislike. It is simple, easy to use, and provides the information our team needs to gauge how our support is being delivered and received. --- ### Great platform, but still needs additional features - Overall rating: 5/5 - Reviewer: Rob M. - Industry: Computer & Network Security - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. This software is great for pulling in data from multiple product sources. It allows you to define gauges, and put those gauges on dashboards or reports. We initially bought it for monthly client reporting, so that we could include data on their reports from multiple sources. However, we quickly found that creating dashboards for different things (service, techs, sales, opportunities) we could reduce internal emails flying around, and help drive staff towards the items that need attention. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Love the ability to create customer reports from multiple product sources! We also love the dashboards we can make. It's helped reduce errors from missed email notifications, and instead we can work the dashboards to "manage towards green". The dashboards have really transformed the way we keep track of everything in our organization. #### Cons I would like to see more information available from the different datasources. I would also like to see a greater understanding on the developer's part of the different datasources. Sometimes there are issues they just don't understand (How can a ConnectWise opportunity not have a start date?). I would also like to see better ways for mixing different types of data from the datasource. Sometimes the capabilities of the gauges can feel very rigid, and you might want to look at the data in a different way, but can't. We would love features that allow us to use the data in the way that we wish. For example, I would like to be able to look at ConnectWise activities, filter by type, and then know how long they have been in certain stages. Same thing for tickets, or opportunities. BrightGauge should give us the ability to log, and know know how long an object has been in a particular state. That would be a very powerful feature for us. One other thing that is major annoyance is there is no way to sort reports by the company they were created for. It would be such an easy thing to fix but 1.5 years later and we still can't sort on this column. This means when you are doing overhauls or audits, it's extremely difficult to know which customers have been addressed, and which haven't. Huge pain in the rear, and such an easy fix. Sometimes your PDF reports don't generate for really no reason. That is also annoying. --- ### ConnectWise PSA Review - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Computer & Network Security - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: December 2025 - Review source details: This review was submitted organically. No incentive was offered ConnectWise PSA allows the service department to work seamlessly with each other. Allows for lots of automation through workflows as well. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros ConnectWise PSA is feature rich. Lots of flexibility with ticket workflow. Asio integration is getting better with new workflows as well. #### Cons Too many lurched products that were bolted on and not natively integrated. NOC team doesn’t use the same ticketing system but it is integrated. SOC team doesn’t use the PSA ticketing system at all. --- ### Great Product - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Computer & Network Security - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: October 2019 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews. #### Cons None that I can think at this time. --- ### BrightGauge is a game-changer - Overall rating: 5/5 - Reviewer: Matthew D. - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: less than 1 year · daily - Reviewed: July 2023 - Review source details: This review was submitted organically. No incentive was offered We are able to visualise many KPI's, quantities of inventories, turn-around time on tasks and many more which we use daily to make important business decisions #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros BrightGauge has been a game-changer for visualising data from multiple sources into one portal which can be used internally and also shared with clients at no addiitonal cost #### Cons The gauges are quite customisable for known sources but the list of sources is slightly limited and we'd like to see more sources being added more regularly ---