ConnectWise PSA Reviews

There are a lot of built-in features. It is good for being able to share information between departments. However, there are so many different features, it can be overwhelming for new employees when they first start. It seems to take people a while to really get the hang of it. It is nice having sales being able to see the same invoices as accounting, which saves time of having to send them to them when they have questions.

The reporting features. While they have a report writer, it is quite difficult to use. It is also chronically slow to load. The second thing is it also seems like in the last year I've had more of my tabs lock up in all areas.

Overall use experience. Covers our main needs well.

So far no major issues to report. We are happy

Manage integrates with almost everything that MSPs use. It does a good job as a centerpiece to all of the other software. It excels at letting ticket management be as detailed as you could possibly want. It has a lot of partially developed features that can still be made use of. It has a detailed report writer capable of making any report you can figure out how to make.

Connectwise Manage is super slow! (Can't stress this enough!) It will cost you a fortune in lost tech's time as they want to enter things end of week/day because it is so frustratingly slow. A fast click in this software is like 3-5 sec. Slow clicks will be 10-30 seconds. "Normal" clicks by the company's definition will cost between 3-8 sec before support will recognize there is an issue. Second detractor,...

Read more

Tracking customer assets and reminding you when renewals are due are awesome. The flexibility to run client and internal reports are very good. Workflows are great, the automated processes make it so nothing is forgotten or missed. It is a great way for MSP's to stay on top of tickets, tasks, and activities.

I find it very difficult to search for a closed ticket if I don't know a key word in the subject line. It won't search the body of the ticket for a key word.

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 cost of the software is rather high entry barrier. Most all contracts work as a monthly subscription per employee and that cost is high, but well worth it.

No comment. Their handling of contracts has overshadowed any potential pros.

CW will try to take advantage of you while you are in contract with them. They are only interested in making more money and not valuing the needs or comments from a customer.

The end of the ady when i can log out of Connectwise. The Contract part and some automation is good.

Practically everything else: Slow - keeps hanging when doing tasks such as save a ticket, send and invoice, close tickets - you know really important tasks which should be almost instant. absolute zero support from CW. Been told its a programming issue with bulk tasking and it will be fixed - still waiting, much like when using ConnectWise manage - always waiting. Then there is the general support...

Read more

CW is really feature richMaybe sometime too much

ExpressiveHard to used for quote and proposition follow

ConnectWise is the core system we use to provide service to our customers, and it make it easy to track and invoice from.

Can be laggy sometimes and can't keep up.

The ticketing system is customizable and allows many useful workflows.

The projects and products section is an absolute nightmare that shouldn't be used.

There is a learning curve, mainly due to how much the software can do. That does mean it can be a little complex at times, but at the same time makes it extremely powerful and flexible to fit our needs. We are able to manage tickets across our client base, including project tickets. We can create and edit configurations and attach them to the tickets (example: a server or printer), and then go back and track down ongoing/consistent issues with specific pieces of hardware or software easily. Outlook calendar integration is nice (when it works as expected). We can send out mass email communications to our client base on demand. We utilize this software in so many ways, it can be daunting to a newcomer.

There is a more recent track record of updates breaking crucial things, such as Outlook calendar integration. Our on-prem instance (not cloud) of CW Manage ceased to function some months ago due to an Amazon Web Services outage, which should not have been an issue with an on-prem server instance. Level 1 support can be laughably bad at times. The company seems to be making a serious effort to improve on these things, but they still appear to have a ways to go until they are at that point of having a consistent and stable product (especially when updates are involved).

At the end of the day CW manage does what we need it to do. It's strong suits are ticketing, configuration tracking, and large of integrations. CW is one of the largest PSAs out there in the MSP world and they are stil here for a reason. Tight integration with their RMM automate is a big plus as well.

To me being a long time user I woudl like to see greater progress with updates and improving the user interface. CW from 10 years ago doesn't look much different than CW of today. While features trump usability at some point it starts to weigh you down. Especially when comparing to other platforms that seem to be up to speed with the modern age.

This is THE software for a company that provides technical services. It tracks everything from assets to travel expenses in minute detail so you can focus on building your business. * Installation on PC - This is a breeze, it works great out of the box for us on Windows 7 and in Terminal Services. * Google Apps - Works great with checking Email and Scheduling Resources through Google Apps * Invoicing - It was quite the wake-up call to see all the hours we were not able to bill for with our old support portal. (Just be careful to document your work properly because it becomes viewable to the client). * Transparency - This software lets your clients see everything going on behind the scenes, from Support Issues to Travel time. It's a must for any honest entrepreneur.

* Constat errors. - This software produces lots of errors * Slow Support. - ConnectWise has very knowledgable people on staff who can work through ANYTHING that you have trouble with. Unfortunately, they are impossible to get on the phone, by chat or by email. Unless we call and call and call and call and call, we often wait days/weeks for someone to get back. * Unintuitive Interface -...

Read more

Cloud based, ticketing system was more user friendly than what we had

Implementation, support and security teams are incapable of understanding basic high security enterprise environments. Product was built to function one way and one way only, if your environment didn't conform to how they wanted it to run you had to make major security holes to implement. When partner care was contacted about terminating contract for the inability to deliver a secure product, they said "too bad, you signed the contract"

The scope of features and works it covers. As an MSP it supports us quite well

The CRM function and lack of proper Marketing capabilities

On the surface, ConnectWise is a full featured business management suite. It boasts features such as a support ticket system, project management tracking and client billing with integrated time-tracking. The wide-array of features bundled in the ConnectWise software allows the business user to accomplish practically any business management function in multiple ways. The work-station installation is pretty easy and only requires .NET and Internet Explorer running in a Windows environment.

Persistent bugs and .NET errors make ConnectWise highly unusable. By not streamlining application features the end user is left spending countless hours trying to figure out the best way to use the software. Permission based user account controls add additional difficulty to the administration of ConnectWise. Lack of permissions can cause numerous business down-times. Project management capabilities...

Read more

The ability to manage our sales, billing, service desk and project work from one solution.

As much as there is plenty of customisation options, sometimes the most basic automation tasks either have to be set up in an unnecessarily complex way or it's not possible at all.

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.

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.

It does an adequate job of managing tickets, although the product remains tired and dated in how it looks and operates.

It's slow, it's clunky, it's busy, it's tired, it's trying to be so many things that it's hardly good at the most important things.

Ikke the ability of Connectwise Manage to log tickets and that it allows my team to add pictures and documents for better tracking. I also like the mobile app so my team can add and update tickets on-site

Leaning the new ticketing system as well as integrating with Automate was a bit of a challenge. ConnetWise support was able to assist us and get it setup.

I like the integrations (we user ConnectWise Sell, QuickBooks, Kasyea, WarrantyMaster for example). It does well in managing sales Opportunities and Service Tickets. The Workflow Rules allow us to customize actions, and Ticket Templates allow us to standardize the tasks that technicians need to follow when working a specific ticket type.

The Project Management and Knowledge Base components could use some overhaul. The user portal is a great idea in concept, but the presentation is antiquated. We would love to use it more but we would rather it look more up to date before pushing it to our clients.

ConnectWise Manage makes managing companies, contacts and pertinent information needed for day to day business needs fast and simple. Easy to navigate pages, customizations by user to quickly find what is important to my position and client specific fields and features save precious time when every moment counts.

Building customizations by user is a little time consuming and clunky to set up for the first time user. It takes practice to build the queries needed to ensure the results are accurate which can result in missing information if not careful.

It is very flexible and useful for managing customer tickets, with a great interface and proper management. It allows the automation for the assignment of tickets and the notification by a valid email. The CW is very stable and the connection with the databases allows great flexibility.

The biggest obstacle is the graphical interface which is not the most intuitive, since there are multiple hidden modules and for a novice user it can be difficult to manage the system. It would be nice if they had quick access keys for the most common tools

No pros were added to this review

No cons were added to this review

The way the program is built allows every facet of our company to be run through this software. This allows us to track everything from a centralised point and also use the phrase "if it's not in ConnectWise, it doesn't exist"

Support is often slow and deflective when it comes to requests on best practice or ways to achieve a specific task. The software is a bit clunky and sometimes feels like a number of movies are bolt on that are tied in with a price of thread rather than being fully integrated