ConnectWise PSA Reviews - Pros & Cons, Ratings & more

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ConnectWise PSA (formerly ConnectWise Manage) is a business management platform designed to run your technology solution business, connecting everything to allow for superior service delivery, know your business better, discover full-visibility billing, and handle handoffs without hiccups.

ConnectWise PSA

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Chief Operation Officer

They made several accounting mistakes internally and tried to get me to pay for their mistakes.

VP of Operations

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.

President

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.

Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved.

IT Consultant

I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time.

Professional Services Coordinator

Great for helpdesk ticket management and tracking of client issues. All interactions from life of ticket to resolution in one place.

One of the things I liked most about ConnectWise PSA was its comprehensive set of features and functionalities.

ConnectWise hasn't made it to the 21st century and private equity is destroying the company.

Director of Business Development

Great ticketing system at an affordable price.

Service Delivery Coordinator

For ticketing and contacts its easy to use. We use it at logically and have great results to find tickets, send out tickets, and keep things running smoothly for our clients.

NOC Manager

Interface has been ignored for a long time - its universally uglier than ALL of its competitors.

Director

We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience.

VP, COO

The service tickets and CRM functionality works well. ConnectWise also have a huge partner network of add on tools that fit the gaps so ConnectWise does not need to build in every solution.

Third party integrators that don't play ball with Manage's team have their products harmed.

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

Assistant Technical Services Leader

It is very difficult to search for tickets, or to search for key words in ticket titles, descriptions or notes.

With email integration our clients can just email an issue in and a ticket gets generated. Cuts alot of phone calls and allows the technicians to work on problem rather than answer the phones.

Director of Service Delivery

They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.

Freshdesk

Kaseya VSA

Microsoft SharePoint

ConnectWise PSA is great for managing projects and tracking time.

Room for improvement but a great integrated solution for multifaceted businesses 

The market leader for a reason - but it has it's flaws

Do not do business with this company!

The solution overall is great, nothing is perfect and it can most certainly improve on it's quirks. I would say the the overall customer service/account management from Connectwise is lacking and could massively improve

A great PSA for any MSP!

Overall, my experience with ConnectWise PSA was highly positive. The platform's extensive range of features and functionalities provided a robust solution for managing my business operations. It offered valuable tools for project management, ticketing, and resource allocation, allowing me to streamline processes and improve overall efficiency. The customizable dashboards and reporting capabilities provided a comprehensive view of my business performance. While there was a learning curve during the implementation phase, the long-term benefits of ConnectWise PSA outweighed the initial challenges. With its continuous updates and support, ConnectWise PSA proved to be a valuable asset in managing and growing my business.

ConnectWise PSA Review

Easy to use and reliable

Work ok for all our need but sometime it feel too heavy, you need to learn to work with it since its not the most intuitive solution on the market

Full of features 

ConnectWise 

Great PSA product

It is our PSA for the entire support team and in general most of our users are happy with ut

Connectwise Manage review

Horrible...sales team was excellent at promising the world, but implementation and support were terrible.

Solid Sales Team With Abysmal Support

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.

Good Product, Deployment Can Take Some Work

The support is really good, which is important as sometimes the settings are hard to get right.  I wish they had had better advice on the setup between Connectwise and Quickbooks as it took a while to get things flowing correctly.

Robust software

InfoCloud 

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.

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

Overall it is a good platform and ecosystem.  They have acquired many other platforms and services over the years.  Being a market leader would just like to see more out of CW.

Connectwise gets the job done but could use a facelift

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

MSPs need to know about Connectwise Manage

CW Manage really checked every box that we needed.  We use it primarily for tracking service tickets.  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.  This product actually made us money.

Best Product we ever adopted.

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

Good Ticketing System for MSP and IT companies

CW Manage Contact management functiononality ensures our entire team has access and at their fingertips visibility to the full contact record ensuring our clients receive the same high quality care regardless of which department they reach. 

Contact management 

The ultimate benefit is that I am more organized with it. I don't forgetting about renewals, tickets or tasks.  It helps me deliver more consistent service so that my clients get a better level of support from me. 

I have been using ConnectWise Manage for 7 years as an Account Manager/Sales

ConnectWise Manage has improved in the past two years.  

I did 3 years of research before deciding on a PSA.  I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company.  I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years.  It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. 

QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate.

Connectwise will try to sell you, quosal, connectwise, labtech.

Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion.  I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for.  Kasey's interface it so much more user friendly, it's web based.  took me a week to become familiar with Kaseya interface, used LabTech for 3 months and  was fumbling around trying to find my tools.  I checked out LabTech recently, June 2016 and it still sucks.

I could go on and on..  So I'll just end here.  Just buy ConnectWise, you'll be glad you did.

Long time ConnectWise user still loves ConnectWise

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 from products such as backup solutions, spam and virus filtering, firewall statistics and even sales opportunities.  CW integrates with MANY RMM solutions providing even greater management capabilities.

The biggest benefit is by far the great and active ConnectWise community.  We are very involved with the ConnectWise users group on a quarterly basis and we attend the partner summit (ITNation) annually.  If you are only looking for PSA software, ConnectWise can fulfill that need.  If you're looking for a great community of business peers, ConnectWise will bring an even greater ROI.

Finance Manager 

A Great Software to have Everything in One Place!

Santiago:                                              My name is Santiago. I work for a company that is based in the US, specifically in Illinois. I'm the finance manager. The company has around 40 employees. Some of them are based in the US, some of them are based all around the world. We use ConnectWise. And my rate for ConnectWise is four out of five.
                                                       We use that software because we work together with outsource technicians. And for that particular software, I didn't use it very much because I'm the finance manager and we did all the billing, all the procurement part of the company directly through QuickBooks.
                                                       Decided to use ConnectWise because we moved from outsourcing our techs to have all of them in company. So we used ConnectWise before using Kaseya, and then we decided to have ConnectWise as our PCA again.
                                                       For the technicians that we have, it wasn't that easy. So we hire an outsource company that they configure all the things that we need at that moment, and they did all the integration for the things that we have in the other tool we were using.
                                                       I think that ConnectWise is really great for the type of company that we are. We are a managed service provider. It has a lot of things that you can do from the ticketing system, from the billing, from procurement, and you can have all the tools in one single place.

Good Software For Certain Companies.

Aleksandr:                                             My name is Aleksandr, I'm the Chief Operations Officer at Made By WiFi, we are a company consisting of six employees, and I would rate ConnectWise a two out of five.
                                                       So before starting Made By WiFi in 2017, I had worked for an IT firm that had used ConnectWise. We needed a program similar for our business, we realized that we know ConnectWise, so we just jumped in. We didn't really explore any other options, and because of the familiarity and the lack of onboarding required, that was the reason for our choice.
                                                       So we chose ConnectWise because we needed a software where we can host our customer data, create tickets, track time, as well as integrate with Google Calendar. We were familiar with ConnectWise well enough to know that they did all of these relatively well. We knew that the onboarding was not going to take much time because of the familiarity in-house, and that was the main reasons driving our decision.
                                                       ConnectWise was relatively easy for us to get started considering we had some experience beforehand, though I remember the first company I worked with where we used ConnectWise, it was a very difficult process. It required watching a lot of videos, learning whatever modules you had to learn within the program. I think it took several weeks, both of watching videos and working with their onboarding team to try to get the software set up specifically for the company and the way we'd like to use it.
                                                       So if you're looking to explore ConnectWise, I would seriously look into what exactly you need for your company. ConnectWise is a very complex software, which can be bloated for some companies. Definitely consider your needs. Definitely look at what's a deal breaker and what's not. Consider the cost, the monthly cost of the services, as well as the length of time. I believe ConnectWise only does contracts, one year, two year, and you're not going to get out of those contracts if it doesn't work for you in a short period of time. So definitely consider all of your needs and exactly what you need for your company to function before selecting ConnectWise.

ConnectWise

Thank you for your feedback on ConnectWise PSA. We appreciate your support and are dedicated to continuously improving our business management solutions for MSPs. We understand that there is always room for enhancement, and we are excited to share some of the latest innovations we have in store.
Our upcoming updates include new integrations, streamlined billing processes, and the introduction of AI capabilities through SideKick. These advancements aim to provide a more seamless and efficient experience for our users. We value your partnership and hope to have the opportunity to work with you again in the future.

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