ConnectWise Manage vs xMatters Comparison

Overview

ConnectWise Manage is a business management platform designed to run your technology solution business, connecting everything...

xMatters is an actionable IT alerting platform that relays data between systems while engaging the right people to resolve incidents faster.

  • 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
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$16.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

71

73

30

4

7

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

5

4

3

2

1

78

50

5

1

0

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

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.
I love connectwise for IT helpdesk because there are so many ways to interact with the software. It provides the ability to look up customers fast, start tickets fast and resolve them quickly.
What I mainly love about this product is it really helps me delivering more consistent service to my beloved clients.

Pros

Ease of use, reliability and the find/assign with escalation capabilities. Having one tool to notify and also be able to do scheduling for on-call rotations is a benefit.
Having the ability to instantly contact available volunteers to resolve incoming rescues, has helped us to significantly improve our service to animals and the community.
The ability to just have users locate their xmatters notification email and then join the bridge off of that is great.

Cons

First level support can be frustrating to work with at times. There seems to be lack of expertise and a lack of willingness to dig deep into issues in some occasions.
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.
The UI, the customer service, everything truthfully including their training which is the worst I have had to endure.

Cons

Licensing can be somewhat costly and confusing, depending upon your needs.
Integrations have been somewhat challenging and professional services disappointing in the time required to get things done.
Apart from some initial issues with audio phone calls failing to deliver notifications, this is a service I can rely on and requires very little system administration.
  • Vendor responds to reviews
  • Last review9 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features123
  • API
  • Access Control
  • Accounting Integration
  • Accounting Management
  • Action Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Management
  • Audit Trail
  • Auditing
  • Auto-Responders
  • Automated Billing
  • Automated Scheduling
  • Automatic Adjustments
  • Automatic Backup
  • Automatic Notifications
  • Availability Management
  • Barcode Scanning
  • Billable Hours Tracking
  • Billing & Invoicing
  • Business Analysis
  • CRM Integration
  • Calendar Management
  • Call Routing
  • Chat
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact History
  • Contact Management
  • Contract Management
  • Custom Fields
  • Customer Accounts
  • Customer Database
  • Customizable Branding
  • Customizable Categories
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Import/Export
  • Data Storage Management
  • Data Synchronization
  • Data Visualization
  • Deadline Management
  • Disaster Recovery
  • Dispatch Management
  • Document Storage
  • Document Templates
  • Drag & Drop Interface
  • ERP Integration
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Email Templates
  • Employee Database
  • Escalation Management
  • Event Logs
  • Event Scheduling
  • Event Tracking
  • Event Triggered Actions
  • Expense Tracking
  • Financial Analysis
  • Financial Management
  • Geographic Maps
  • Geolocation
  • Help Desk Management
  • History Tracking
  • IT Asset Tracking
  • Incident Management
  • Instant Messaging
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Management
  • Issue Tracking
  • Job Scheduling
  • Maintenance Scheduling
  • Milestone Tracking
  • Mobile Alerts
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Opportunity Management
  • Performance Reports
  • Permission Management
  • Pipeline Reports
  • Planning Tools
  • Prioritizing
  • Procurement Management
  • Product Data Management
  • Profitability Analysis
  • Progress Tracking
  • Project Management
  • Project Templates
  • Project Time Tracking
  • Project Workflow
  • Projections
  • QuickBooks Integration
  • Quote Management
  • ROI Analytics
  • RSS Feeds
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Receiving
  • Reminders
  • Remote Access
  • Reporting & Statistics
  • Resource Allocation
  • Resource Management
  • Returns Management
  • Revenue Recognition
  • Role-Based Permissions
  • SLA Management
  • SSL Security
  • Sales Analytics
  • Sales Forecasting
  • Sales Reporting
  • Sales Tax Management
  • Sales Tracking
  • Scenario Planning
  • Secure Data Storage
  • Secure Login
  • Self Service Portal
  • Single Sign On
  • Skills Assessment
  • Status Reporting
  • Stock Management
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Task Management
  • Task Scheduling
  • Team Calendars
  • Third Party Integration
  • Time & Expense Tracking
  • Timeline Management
  • Timesheets
  • User Management
  • Vacation Tracking
  • Video Conferencing
  • Warehouse Management
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Management
  • Total features74
  • API
  • Access Control
  • Accounting Integration
  • Accounting Management
  • Action Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Management
  • Audit Trail
  • Auditing
  • Auto-Responders
  • Automated Billing
  • Automated Scheduling
  • Automatic Adjustments
  • Automatic Backup
  • Automatic Notifications
  • Availability Management
  • Barcode Scanning
  • Billable Hours Tracking
  • Billing & Invoicing
  • Business Analysis
  • CRM Integration
  • Calendar Management
  • Call Routing
  • Chat
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact History
  • Contact Management
  • Contract Management
  • Custom Fields
  • Customer Accounts
  • Customer Database
  • Customizable Branding
  • Customizable Categories
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Import/Export
  • Data Storage Management
  • Data Synchronization
  • Data Visualization
  • Deadline Management
  • Disaster Recovery
  • Dispatch Management
  • Document Storage
  • Document Templates
  • Drag & Drop Interface
  • ERP Integration
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Email Templates
  • Employee Database
  • Escalation Management
  • Event Logs
  • Event Scheduling
  • Event Tracking
  • Event Triggered Actions
  • Expense Tracking
  • Financial Analysis
  • Financial Management
  • Geographic Maps
  • Geolocation
  • Help Desk Management
  • History Tracking
  • IT Asset Tracking
  • Incident Management
  • Instant Messaging
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Management
  • Issue Tracking
  • Job Scheduling
  • Maintenance Scheduling
  • Milestone Tracking
  • Mobile Alerts
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Opportunity Management
  • Performance Reports
  • Permission Management