ConnectWise Manage Pricing, Features, Reviews & Comparison of Alternatives

ConnectWise Manage

A PSA Tool Designed To Run Your As-a-Service Business

4.07/5 (181 reviews)

ConnectWise Manage overview

What is ConnectWise Manage?

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. The workflow rules defined in ConnectWise Manage cover all areas of the business, from sending targeted marketing campaigns, to tracking service delivery through service level agreements, to invoice creation and financial management. The app can be used for help desk and ticket management, project management, time tracking, customer relationship management, cloud application management, monitoring and billing, technician dispatching, asset tracking, billing and invoicing, procurement, inventory management and more.

ConnectWise Manage offers a solution to streamline IT, with automation options for incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management. The customizable dashboards and reporting tools give detailed insight into all your most critical KPIs. ConnectWise Manage also comes as a mobile app for dealing with service requests and access data on-the-go.

Pricing

Pricing options
Value for money
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Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe, Germany, United Kingdom

Supported languages

English
ConnectWise Manage screenshot: Stay on top of ticket aging, time-to-resolution history, and total billable hoursConnectWise Business Management PlatformConnectWise Manage screenshot: Create project plans from scratch or with project templatesConnectWise Manage screenshot: Gain full visibility into team resources for efficient daily schedule management and prioritization of emergenciesConnectWise Manage screenshot: Create pre-defined project checklists, move around tasks, and hold documentsConnectWise Manage screenshot: Customize ticket views and arrange information in a way that suits youConnectWise Manage screenshot: Get full visibility on every client or company interactionConnectWise Manage screenshot: Manage multiple service portfolios from one sreenTake Your Technology Business from Chaos to Control

ConnectWise Manage reviews

Value for money
Features
Ease of use
Customer support
  3.9
  4.1
  3.6
  3.9
Michael Weyant

Long time ConnectWise user still loves ConnectWise

Reviewed 2016-06-29
Review Source: GetApp

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.

Pros
Mobile iPhone app is A W E S O M E !!! Your clients can use the customer portal Constant Updates Feature request bidding system. 24 hour support online training videos Application blueprints, telling you which modules interact with other modules. Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it. QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs. Mark invoices as paid in QuickBooks and sync to ConnectWise. They are the biggest, so they integrate with everybody. Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.

Cons
It can be overwhelming for small companies The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly) If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out. Each user needs their own account. don't buy the on-premise edition, you won't be able to keep up with the updates. They update so frequently I have to update my QuoteWerks frequently,

Rating breakdown

Value for money
Ease of use
Customer support

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Anonymous

Good Ticketing System for MSP and IT companies

Used daily for 1-2 years
Reviewed 2019-08-28
Review Source: Capterra

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.

Pros
There are a lot of features on this platform that would be of interest to MSP's. The time entry, calendar ease, global search. Asset and configuration and contact addition is great.

Cons
One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 7/10

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Michelle Dauria

Good but needs work

Used daily for 2+ years
Reviewed 2020-05-06
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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James Vincent

OVeral shocking experience

Used daily for 1-2 years
Reviewed 2019-11-01
Review Source: Capterra

We have literally had zero benefits working with Connectwise. Its cost us £000's and we have wasted so much time since using Connectwise..... its the single worst decisions we have ever made as a business. 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. Reaching out to Connectwise with a long list of issues has resulted in 4 people calling to say how sorry they are, any they WILL definaltey help but then the next update is the ticket closing - thanks.

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

Cons
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 - lacking to say the least. Then the onboarding - they say we get you completely up and running. What they should have said is You'll want to be running away by the time you come to use the product. Unless you learn it all in the onboarding process your on your own or you have to pay a huge amount more for help. They literally just churn you out and get the next lot of sheep in. Sales team lied about how it would interact and sync with Xero. Told me the same way as Quickbooks does and then showed me how QuickBooks Desktop syncs, saying just like this.... IT DOESNT you have to pay someone else to move your data from your PSA to your accounts package REALLY @ $245 extra per month. Didnt tell me that before i signed up. Cloud console which was supposed to save time by synchronising Office 365 licenses to contracts was often wrong, very clunky and then stopped working - another paid feature of Connectwise that didnt work. I could go on, but you get the picture. Its not all smooth sailing and is causing lots of issues in our business. We tried to reach out to CW but they're not helping

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Yeprem Ajemian

Complete solution but slow as molasses

Used daily for 1-2 years
Reviewed 2020-02-12
Review Source: Capterra

Pros
Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well. The mobile app is horrendous.

Cons
Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow. Gigabit internet connection at home and at the office, slow. Brand new 8th gen CPU desktop with SSD. Slow. Laptop. Slow. It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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ConnectWise Manage pricing

Pricing options
Subscription
View Pricing Plans

Contact sales for a quote. Sales@Connectwise.com

ConnectWise Manage features

API
Activity Dashboard
Activity Tracking
Audit Trail
Auditing
Automatic Notifications
Billing & Invoicing
Customizable Reporting
Data Import/Export
Document Storage
Inventory Management
Inventory Tracking
Monitoring
Real Time Data
Real Time Reporting
Reporting & Statistics
Third Party Integration
Workflow Management

Compliance Management (350 other apps)
Document Management (280 other apps)

GetApp Analysis

Technology has quickly become one of the fastest-growing sectors worldwide, and the newest entrants into this thriving industry need smarter business management and process automation platforms in order to flourish. ConnectWise is a web-based solution that streamlines the way technology solution providers, cloud service providers, software developers, professional services firms, security, telecom businesses, and others manage IT.

Developed as a complete business management and process automation platform for organizations in the technology industry, ConnectWise gives its users tools for gaining a clearer picture of where their profits are impacted and where they might be missing opportunities.

Using customizable dashboards and reporting tools, ConnectWise users can get detailed insights into their most critical KPIs. Top ConnectWise features include tservices, ticketing, projects, billing, sales, marketing, as well as customizable reporting and dashboards.


What is ConnectWise Manage?

ConnectWise was created specifically for companies that sell, service, and support technology. ConnectWise is a Business Management Platform that unifies systems into a productive flow of information and communication.

Services, Ticketing, Projects, Billing, Sales, Marketing and Reporting are combined into a single platform providing one centralized location for data, along with a 360-degree view of your organization and client base. And repetitive tasks are eliminated by workflow automation.

ConnectWise is much more than software, it’s a support system for your business. Our world-class internal support team is available to solve issues anytime, anywhere. Plus, you’re invited to plug into forums, workshops, and the experience of over 100,000 users in our ConnectWise community.


Who is ConnectWise Manage For?

  • Experience level: All experience levels
  • Industry: Technology, IT services, system integrators, software development, point of sale, professional services, resellers, telecommunications, physical security, field services, and corporate IT
  • Business size: All business sizes
  • Departments/roles: All departments
  • Budget/point: All budgets
  • Example customers: Primary Solutions, ITConnexx, MyIT, Fred IT

Main Features

CRM

ConnectWise had developed a CRM solution that works to keep all customer data and sales information stored securely in one location. This makes it easier for technology firms to manage their sales pipelines and keep their sales funnels full at all times.

Visit your ConnectWise dashboard to take a look at how you’re performing based on a set of pre-defined metrics. ConnectWise’s CRM allows you to easily see where you stand at any given time.

Help Desk Management

ConnectWise’s help desk management solution utilizes a proprietary ticketing system to enable organizations to provide the best support possible to their customers and clients.

When you use ConnectWise’s help desk management solution, you’re able to centralize all customer conversations in one platform. Communication can then be automated using workflow rules, with pre-determined responses being sent out to let clients know when their tickets have been received or resolved.

Billing & Invoicing

Technology businesses need advanced billing software, and this is an area where ConnectWise really delivers. ConnectWise’s billing and invoicing software keeps financial data accessible to business users, with smart contract management, automated invoicing, and flexible billing options. Whether you’re billing by time and materials, agreements, projects, products or even by user, ConnectWise is designed to make the process accurate, easy and efficient.

Once you start using ConnectWise for billing and invoicing, automation simplifies the entire process. Complete service histories are tracked and invoices are automatically distributed at the appropriate time, which decreases the workload for business managers and ensures that billing is handled in a professional manner.

Cloud Services

As applications move to the cloud, technology businesses need to stay on top of their clients need for support and consultation. ConnectWise allows you to remain a trusted advisor for your clients. You can effectively manage, monitor and bill for cloud services like Microsoft Office 365, stay profitable, and capitalize on the new opportunities that the Cloud is bringing to the technology industry.

Business Suite

ConnectWise® has a unified collection of solutions that streamlines your business operations from end-to-end. These leading solutions complement each other and allow you to sell, implement, and provide services to customers more efficiently.

Using solutions like ConnectWise Automate for remote monitoring and management, ConnectWise Control for remote control and ConnectWise Sell for quote and proposal automation, in conjunction with ConnectWise Manage’s innovative products like ConnectWise Campaign and ConnectWise Unite, gets you to a deeper level of business management. ConnectWise is powered by a unified support and services experience, so you can achieve your business goals faster.


Integrations

Functioning as the central hub for a business’ needs, ConnectWise is customizable and scalable. The platform features an incredible 300+ integrations with popular business solutions, including accounting, CRM, and managed technologies. ConnectWise also gives its users multiple options for backup and disaster recovery solutions, cloud services, and document management platforms to integrate with.


Pricing

ConnectWise works on a subscription pricing model. Technology businesses are encouraged to contact ConnectWise directly for specific pricing information.


Bottom Line

  • A business management platform that unifies systems into a productive flow of information and communication
  • Created specifically for technology companies that sell, service or support technology
  • Combines services, projects, billing, sales, marketing and reporting into a single platform
  • Take advantage of forums, workshops, and an engaged community of technology professionals
  • Workflow rules cover all areas of business management

Videos and tutorials

Additional information for ConnectWise Manage

Key features of ConnectWise Manage

  • 300+ integrations
  • Access control
  • Accounting integration
  • Active Directory integration
  • Activity tracking
  • Agreement Management
  • Alerts / Escalation
  • Approval Process Control
  • Asset Management
  • Audit trail
  • Auditing
  • Automated Billing
  • Automatic notifications
  • Availability management
  • Billable hours tracking
  • Billing & invoicing
  • Business Analysis
  • CRM integration
  • Chat
  • Cloud Billing
  • Configuration management
  • Customer Accounts
  • Customer support tracking
  • Customizable branding
  • Customizable reporting
  • Dashboard
  • Dashboard Creation
  • Dashboards and Reporting
  • Data import / export
  • Data sync
  • Data visualization
  • Dispatch portal
  • Document storage
  • Email integration
  • Email management
  • Help Desk Management
  • History tracking
  • ITIL processes automation
  • Inventory management
  • Inventory tracking
  • Issue management
  • Issue tracking
  • Mobile App
  • Open API
  • Performance Reports
  • Pipeline reporting
  • Prioritizing
  • Procurement
  • Professional services automation
  • Progress tracking
  • Project management
  • Project templates
  • Project timeline setting & management
  • Projections
  • ROI analytics
  • Real Time Notifications
  • Real Time Updates
  • Receiving
  • Remote control
  • Reporting & statistics
  • Resource management
  • SLA Management
  • SSL security
  • Sales Opportunity Management
  • Sales forecasting
  • Secure login
  • Service Support Management
  • Service boards
  • Service level management
  • Summary reports
  • Support ticket tracking
  • Sync to QuickBooks
  • Ticket status reporting
  • Ticketing system
  • Time & Expense Tracking
  • Timesheets
  • Website integration
  • Workflow management
  • automatic backup
  • client management
  • client portal
  • collaborative tools
  • collaborative workspace
  • contact database
  • contact history
  • contact management
  • customer database
  • data storage management
  • deadline management
  • drag and drop interface
  • email alerts
  • email notifications
  • event tracking
  • expense tracking
  • incident Management
  • it asset tracking
  • job scheduling
  • milestone tracking
  • opportunity management
  • permission management
  • profitability analysis
  • project time tracking
  • quote management
  • real time analytics
  • real time data
  • real time updates
  • sales analytics
  • sales reporting
  • sales tracking
  • secure data storage
  • self service portal
  • single sign on
  • task management
  • widgets
View All Features

Benefits

Billing & Invoicing: Use ConnectWise Manage's smart contract management to manage service contracts with agreement automation. Automate invoicing from service ticket data and sync payment details from your accounting system.

Project Management: Create work plans and timelines and get detailed reporting on progress. Use the workflow engine to set deadlines and receive notifications of overdue tasks. Also includes a sales-to-project conversion tool.

Helpdesk Management: Includes a ticketing system with workflow automation, SLA and performance monitoring and access tickets on-the-go from mobile devices.

Reporting & Dashboards: Dashboards show overviews as well as detailed explanations of KPIs. You can also use the custom report writer in ConnectWise Manage to generate reports on whatever you want.


ITIL Processes Automation: Use ConnectWise Manage to automate the full range of ITIL process, including:
incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management.

Cloud Services: Manage, monitor and bill for key cloud applications like Microsoft Office 365. Provide exceptional customer service to your clients and proactively address downtime.