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SolarWinds Service Desk vs ConnectWise Manage Comparison
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Overview
SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...
ConnectWise Manage is a business management platform designed to run your technology solution business, connecting everything...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Screenshots
Pricing
Starting from
$
19
/mo.month- Free trial available
- No credit card required
- Free account
- Subscription based
Starting from
No info
- Free trial available
- No credit card required
- Free account
- Subscription based
User reviews
4.6
5
4
3
2
1
333
166
16
0
1
- Value for money
- Ease of use
- Features
- Customer support
99%
would recommend this appPros
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.
I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
Pros
Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size.
The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.
Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work.
Cons
By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
Some of the customizations of the user portal are a bit hard to find from the admin side.
Cons
They stalled me with the terminate letter not being in the correct format. Now they say the contract has rolled over and I am going to have to pay the next 12 months even though I am not using.
ConnectWise hasn't made it to the 21st century and private equity is destroying the company.
Interface has been ignored for a long time - its universally uglier than ALL of its competitors.
Key features
- Total features109
- API
- Access Controls/Permissions
- Accounting
- Accounting Integration
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Analytics/ROI Tracking
- Applications Management
- Approval Process Control
- Asset Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Authentication
- Auto-Responders
- Automated Routing
- Automatic Backup
- Availability Management
- Barcode / Ticket Scanning
- Benchmarking
- Billable Items Tracking
- Billing & Invoicing
- CMDB
- CRM
- Call Center Management
- Capacity Management
- Categorization/Grouping
- Change Management
- Chat/Messaging
- Client Management
- Client Portal
- Collaboration Tools
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Contract/License Management
- Cost Tracking
- Customer Accounts
- Customer Complaint Tracking
- Customer Database
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Mapping
- Data Storage Management
- Data Synchronization
- Data Visualization
- Deadline Management
- Device Auto Discovery
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- ERP
- Email Alerts
- Email Management
- Email Templates
- Event Tracking
- Event Triggered Actions
- Expense Tracking
- Financial Analysis
- Financial Management
- Geographic Maps
- HIPAA Compliant
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- Incident Management
- Interaction Tracking
- Inventory Management
- Inventory Tracking
- Invoice Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Job Scheduling
- Knowledge Base Management
- Knowledge Management
- Lead Distribution
- License Management
- Live Chat
- Maintenance Management
- Maintenance Scheduling
- Milestone Tracking
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Network Monitoring
- Online Catalog
- Online Forums
- Opportunity Management
- Patch Management
- Performance Metrics
- Pipeline Reports
- Planning Tools
- Prioritization
- Problem Management
- Procurement Management
- Product Data Management
- Profitability Analysis
- Progress Tracking
- Project Management
- Project Templates
- Project Time Tracking
- Projections
- Purchase Order Management
- Purchasing & Receiving
- QuickBooks Integration
- Quotes/Estimates
- Real Time Analytics
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Resource Allocation & Planning
- Resource Management
- Returns Management
- Revenue Recognition
- Risk Alerts
- Risk Analytics
- Risk Assessment
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Sales Forecasting
- Sales Reports
- Sales Tax Management
- Scheduled / Automated Reports
- Scheduling
- Secure Data Storage
- Secure Login
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Status Tracking
- Stock Management
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Third Party Integrations
- Time & Expense Tracking
- Timeline Management
- Timesheet Management
- Vacation/Leave Tracking
- Warehouse Management
- Website Integration
- Widgets
- Work Order Management
- Workflow Configuration
- Workflow Management
- Total features139
- API
- Access Controls/Permissions
- Accounting
- Accounting Integration
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Analytics/ROI Tracking
- Applications Management
- Approval Process Control
- Asset Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Authentication
- Auto-Responders
- Automated Routing
- Automatic Backup
- Availability Management
- Barcode / Ticket Scanning
- Benchmarking
- Billable Items Tracking
- Billing & Invoicing
- CMDB
- CRM
- Call Center Management
- Capacity Management
- Categorization/Grouping
- Change Management
- Chat/Messaging
- Client Management
- Client Portal
- Collaboration Tools
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Contract/License Management
- Cost Tracking
- Customer Accounts
- Customer Complaint Tracking
- Customer Database
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Mapping
- Data Storage Management
- Data Synchronization
- Data Visualization
- Deadline Management
- Device Auto Discovery
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- ERP
- Email Alerts
- Email Management
- Email Templates
- Event Tracking
- Event Triggered Actions
- Expense Tracking
- Financial Analysis
- Financial Management
- Geographic Maps
- HIPAA Compliant
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- Incident Management
- Interaction Tracking
- Inventory Management
- Inventory Tracking
- Invoice Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Job Scheduling
- Knowledge Base Management
- Knowledge Management
- Lead Distribution
- License Management
- Live Chat
- Maintenance Management
- Maintenance Scheduling
- Milestone Tracking
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Network Monitoring
- Online Catalog
- Online Forums
- Opportunity Management
- Patch Management
- Performance Metrics
- Pipeline Reports
- Planning Tools
- Prioritization
- Problem Management
- Procurement Management
- Product Data Management
- Profitability Analysis
- Progress Tracking
- Project Management
- Project Templates
- Project Time Tracking
- Projections
- Purchase Order Management
- Purchasing & Receiving
- QuickBooks Integration
- Quotes/Estimates
- Real Time Analytics
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Updates
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Resource Allocation & Planning
- Resource Management
- Returns Management
- Revenue Recognition
- Risk Alerts
- Risk Analytics
- Risk Assessment
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Sales Forecasting
- Sales Reports
- Sales Tax Management
- Scheduled / Automated Reports
- Scheduling
- Secure Data Storage
- Secure Login
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Status Tracking
- Stock Management
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Third Party Integrations
- Time & Expense Tracking
- Timeline Management
- Timesheet Management
- Vacation/Leave Tracking
- Warehouse Management
- Website Integration
- Widgets
- Work Order Management
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations25
- Box
- Dropbox Business
- GitHub
- Google Drive
- Jira
- Mailchimp
- Microsoft 365
- Microsoft Azure
- NetSuite
- Opsgenie
- PagerDuty
- Salesforce Sales Cloud
- ServiceNow
- Shopify
- Slack
- Trello
- Zapier
- Zendesk
- Total integrations84
- Box
- Dropbox Business
- GitHub
- Google Drive
- Jira
- Mailchimp
- Microsoft 365
- Microsoft Azure
- NetSuite
- Opsgenie
- PagerDuty
- Salesforce Sales Cloud
- ServiceNow
- Shopify
- Slack
- Trello
- Zapier
- Zendesk
Security
- Encryption of sensitive data at rest
- HTTPS for all pages (web-based apps)
- Reports/alerts for security breaches
- Multifactor authentication options
- Customer data removed upon service cancellation
- Encryption of sensitive data at rest
- HTTPS for all pages (web-based apps)
- Reports/alerts for security breaches
- Multifactor authentication options
- Customer data removed upon service cancellation
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