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SolarWinds Service Desk vs ConnectWise PSA Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

ConnectWise PSA (formerly ConnectWise Manage) is a business management platform designed to run your technology solution...

  • 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

Video & Screenshots

Pricing

Starting from

19

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

545

5

4

3

2

1

348

178

18

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.1

213

5

4

3

2

1

86

82

32

7

6

  • Value for money
  • Ease of use
  • Features
  • Customer support
88%
would recommend this app

Pros

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.
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.

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.
There also has been lots of testing. Also some of the updates have broken our work flows.

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.
  • Vendor responds to reviews
  • Last review3 days ago
  • Vendor responds to reviews
  • Last review8 days ago

Key features

  • Total features94
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Availability Management
  • Backup and Recovery
  • Billable Items Tracking
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Device Auto Discovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Expense Tracking
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Invoice Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Online Forums
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Progress Tracking
  • Project Management
  • Project Templates
  • Project Time Tracking
  • Projections
  • 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
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduled/Automated Reports
  • Scheduling
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Timesheet Management
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features89
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Availability Management
  • Backup and Recovery
  • Billable Items Tracking
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Device Auto Discovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Expense Tracking
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Invoice Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Online Forums
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Progress Tracking
  • Project Management
  • Project Templates
  • Project Time Tracking
  • Projections
  • 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
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduled/Automated Reports
  • Scheduling
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Timesheet Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations41
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations101
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

LR
AvatarImg

Luis R.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Great software

Reviewed 6 years ago

Just started using the samanage ticket system and so far so good. Easy to use and configure, has many powerful tools that i have not yet been able to use. Came from using connectwise in my previous job and this is much more easier to use and manage.

Pros

No pros were added to this review

Cons

No cons were added to this review

AvatarImg
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Christopher J.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Easy to pick up and use for end users, but with so many features

Reviewed 4 years ago

Highly searchable ticketing, sales management and project management center.

Pros

Onestop shop for Sales, Service Desk, Project Management Industry Leader Constant updates (see problems below) Integration with Connectwise Automate

Cons

Updates can break the software or features. Seems like they don't do enough Q&A If you don't know how the applications integrate then it's easy to make a mistake early on and this can trickle down in to the future. Hard to make changes to categories

AR
AvatarImg

Verified reviewer

Telecommunications, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Awesome Service Desk

Reviewed 4 years ago

Great!

Pros

Their service desk is a powerful tool to manage tickets, activities, time sheets and expenses modules are so great.

Cons

Not an easy tool to manage, they have a lot of features but also they have ConnectWise university.

JD
AvatarImg

Jeremy D.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Great for MSPs

Reviewed 6 years ago
Pros

Complete solution for Managed Service Providers. Great product for tracking your billable time and help desk tickets. Also includes great escalation functions.

Cons

It does take several days of training to master certain sections. I takes several weeks for implementation to work through the workflows.

EP
AvatarImg

Elias P.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Does What it Needs to, but Doesn't Overly Impress

Reviewed 2 years ago

Overall, my experience has been neutral. ConnectWise Manage does what it needs to do, but it doesn't leave me blown away by it's function or appearance.

Pros

ConnectWise Manage has a lot a features that allow for effective customer and ticket management. It meets the needs of an IT service desk, without being too simple.

Cons

The product has not evolved in appearance for a long time and it shows. It feels like a product that would be common 15 years ago, not something that is cutting edge for today's IT management company.

KA
AvatarImg

Kim A.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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ConnectWise PSA logo

ConnectWise PSA

My experience recently has been terrible

Reviewed 5 years ago

I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force.

Pros

What I like most about this software is its Service Board ticketing system and that they have a variety of third party integrator that work with the software. It has a lot of bells and whistles to customize what you need to run the service desk team

Cons

What I like lease about the software is that it is not reliable. The email connector is inconsistently working which also means I don't know when tickets are not going through the system and potentially not helping a customer and losing a customer. Another area that it is week is its CRM , our sales team is looking go to sales force. Its not mobile user friendly.

MH
AvatarImg

Michael H.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ConnectWise PSA logo

ConnectWise PSA

ConnectWise is a horrible company and has mediocre products

Reviewed 3 years ago

Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team.

Pros

ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.

Cons

It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. 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. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months. ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.

LH
AvatarImg

Louise H.

Information Technology and Services, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Connectwise Manage

Reviewed 9 months ago

Great for managing help desk workflow and billing but we find that the reporting is sub-par

Pros

Many roads lead to Rome - there are multiple ways to accomplish what you need to get done. This is great but can also make it harder for a newbie to learn

Cons

The canned reporting is pretty poor and it is cumbersome to setup custom reports

AR
AvatarImg

Verified reviewer

Human Resources,

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Worth what you put into it

Reviewed 5 years ago
Pros

Easy to find and track client information. Good integration with accounting software. Ticketing system and boards assist in keeping the Help Desk running smoothly.

Cons

Original set up is a bit of a slog but the team is good to work with. You need to guide the team if you are not in the US through some tax stuff etc etc.

AR
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Verified reviewer

1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

One of the best ways to stream service processes, leading to an increase in productivity throughout.

Reviewed 5 years ago
Pros

We love how powerful of a help desk platform ConnectWise Manage is. It integrates well into our proprietary software, has a wonderful ticketing system, and has excellent customer support.

Cons

Although all tickets & processes are received quickly & efficiently, one can expect to see a slight delay when updating large batches of tickets. Thankfully, once it's processed, everything begins working well again.

BM
AvatarImg

Brian M.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Great for MSPs

Reviewed 2 years ago
Pros

Can be used as a one stop shop to manage everything from CRM to Help desk support tickets to KB and configurations. The work flows make customizing it easy and powerful.

Cons

Sometimes the updates break our custom workflows.

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Jason C.

Apparel & Fashion, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Not the prettiest...

Reviewed 4 years ago
Pros

If you think "can ConnectWise do ..." the answer is mostly likely a "yes." ConnectWise has the most functionality of any ITSM tool that I've used in my 10 years. Billing, Help Desk, Quoting, etc. all in one package. Amazing.

Cons

The interface leaves a lot to be desired - CW still seems to be stuck in the 2000s. Onwards and upwards.

TD
AvatarImg

Tony D.

Used other for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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ConnectWise PSA logo

ConnectWise PSA

Buyer beware. Waste of money. Poor customer service.

Reviewed 5 years ago
Pros

Nothing. Not one thing I can say about this system or service that is positive. Not the support, sales, or customer service. The feild service texhs hate it. Waste of money.

Cons

Outdated system. Does not do what was promised Not good for service techs. Tried to merge with quick books and it destroyed our system. Requested to speak to a manger and calls are never returned.

SB
AvatarImg

Steve B.

Computer & Network Security, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

ConnectWise PSA

Reviewed 6 years ago

Seems to be a flexible tool for managing a MSP business. It has been challenging to develop proper business processes and configuring the tool to work as we need.

Pros

Targeted for Managed Service Providers.

Cons

Not intuitive to configure for needs.

DL
AvatarImg

Darrin L.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Has been a solid product from many years

Reviewed 2 years ago

Organization and follow up via the closed loop methodology really allowed us to move our service delivery forward and service our clients more efficiently.

Pros

It changed my business. Thanks to the organization the software provided, I was able to build the business to the point at which we sold 5 years ago and I'm now working at another small business which is building up its Managed Services practice.

Cons

The lack of feature enhancements the last few years is noted. Since the sale of CW to Toma Bravo I don't believe the software has been moving forward by any other means other than acquisition in a meaningful way.

AR
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Verified reviewer

11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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ConnectWise PSA logo

ConnectWise PSA

Great Product, Great Customer Support

Reviewed 5 years ago
Pros

Much better than our last platform. University makes onboarding a breeze. Customer Service beyond awesome.

Cons

Lots of learning, and a lot of setup, but in the end it has made us more streamlined. Very much worth it.

Vendor response

Thank you so much for your review! We really appreciate it and look forward to growing our partnership with your company.

AR
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Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Connectwise

Reviewed 4 years ago
Pros

I like that is covers everything you need to do as a IT business, from service work to purchasing to invoicing.

Cons

They are the 800 pound gorilla. So some things move slowly to develop. Once they do get on track things move fast.

AR
AvatarImg

Verified reviewer

11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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ConnectWise PSA logo

ConnectWise PSA

A product I spend 10+ hours a day in and using. Constantly evolving and growing

Reviewed 5 years ago
Pros

Constantly evolving, quick and friendly customer service, powerful tool, very flexible to make it what you need, and seamless integration of the Connectwise Suite of products

Cons

Some software updates causes other functionalities to break, these however are not normally core items that become broken.

MD
AvatarImg

Michelle D.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Good but needs work

Reviewed 3 years ago

It is fair it def needs work and live customer support over the phone.

Pros

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

Cons

Purchasing tab needs major work. You can have several back to back chats with support about the same issue and explain it the same way yet each time you get a completely different answer from each agent

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Stephen V.

Computer Networking, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Best for MSPs

Reviewed 6 years ago
Pros

Great functions that work in all departments. From Marketing, Sales, all the way down to the service we provide to our customers and reporting back on it.

Cons

It has a larger learning curve that many users are not willing to adapt to. Without proper training it is useless.

AR
AvatarImg

Verified reviewer

11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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ConnectWise PSA logo

ConnectWise PSA

Overall very good product designed by and IT firm for IT firms

Reviewed 5 years ago
Pros

The basic service ticket functionality is the best on the market. With every option a firm could want. You can tell its designed BY an IT firm.

Cons

The syncing of products to our accounting system has to be the most complicated part of the software. Generally only a few employees are involved in this portion.

DP
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Danielle P.

Information Technology and Services, 1-10 employees

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

ConnectWise Manage

Reviewed a year ago

The program is much better than Kaseya BMS and wasn't compromised either.

Pros

Automated billing and helpdesk service board is easy to use and teach to new users. Newer options like Kaseya have less features than ConnectWise. Lots of training webinars.

Cons

The billing portal isn't easy to use and sometimes support gets really backed up and you can't get resolutions to time sensitive issues. The cost to create a custom report is very high!

AS
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Alan S.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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ConnectWise PSA logo

ConnectWise PSA

ConnectWise PSA

Reviewed 12 years ago

I would highly recommend IT firms looking to improve their internal efficiency and client support look at CW for a PSA tool. The software is stable, support is great, and updates arrive quickly. Access to your data can be gained through any web browser, iphone / droid apps, or through the native .net application. Many vendors are writing to the CW API allowing for real-time data integration...

Pros

We've used ConnectWise since 2007, and over the years, the product has seen a multitude of feature improvements and enhancements. For an IT consulting firm looking to track client agreement invoicing, service level agreements, employee productivity, sales opportunities, marketing campaignment management, or inventory and purchasing, ConnectWise can do it with flying colors. From a client perspective,...

Cons

I ranked Ease of Implementation as 3 stars. Keep in mind that we implemented CW in 2007, so much of the onboarding may be different today. Given the capabilities of the software, some pain should be anticipated and expected as you learn how to utilize the software. Additionally, setting up the integration between ConnectWise and other 3rd party apps can take some time. With most applications,...

AR
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Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ConnectWise PSA logo

ConnectWise PSA

Great CRM for Managed Service Providers!

Reviewed 4 years ago
Pros

Its a great solution for small to medium businesses. Its helps to find tickets assigned to me easily and stay on top of it. It helps to find out older service tickets with all details which is really cool, so you don't have to worry about any older tickets. It also shows how much hours I spent on each service tickets and enter that hours to my timesheets.

Cons

It took sometime for me to understand the functionalities but once you get it, its much easier to work with.

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Aaron B.

Computer Hardware, 1-10 employees

Used other for 6-12 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Buyer Beware! Not for a Mac Install Base

Reviewed 2 years ago

A xcomplete wasst of time and money it did not do what I needed and the company will not cancel my contract so I'm ready to litigate my way out if I have to

Pros

There's a reason there's no free trial. Because their support is garbage and they won't allow you to cancel. Worst customer service of any software vendor in my 15 years in IT.

Cons

The UI, the customer service, everything truthfully including their training which is the worst I have had to endure. I signed up as we were looking for a sold Mac RMM tol and despite their claims their mac RMM is garbage and is nothing like the Windows equivalent and now after weeks of back and forth with their billing /customer retention I am having to resort to a chargeback to get back the nearly $6,000 I have invested in this utterly terrible software.

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Héctor Joel B.

Computer & Network Security, 11-50 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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ConnectWise Manage, splendid tool with multiple uses.

Reviewed 4 years ago

Currently we provide support services and project management, monitoring our clients' cases and the tool works correctly, every day we learn to configure and adapt it for our organization. You can try to acquire it, you will have a great experience.

Pros

CW Manage inmediately catches you with the various tasks you can perform and how you can configure it, from entering it in the sales area, marketing, support services, project, management, among others.

Cons

Each update delays its entry but its service is sustainable, but for some it turns out to be a complex system that ends up abandonning it to be able to work in which you must have experience.