ConnectWise Manage Features List

ConnectWise Manage

Business management platform for the IT industry

3.99/5 (107 reviews)

ConnectWise Manage Feature Summary

  • Service Support Management
  • Dashboards and Reporting
  • Email management
  • Dispatch portal
  • Service boards
  • ITIL processes automation
  • Availability management
  • Configuration management
  • Help desk management
  • Monitoring
  • Remote control
  • Service level management
  • Remote monitoring
  • History tracking
  • Projections
  • Receiving
  • Open API
  • Automatic notifications
  • Billing & invoicing
  • Customizable reporting
  • Data import / export
  • Document storage
  • Inventory tracking
  • Reporting & statistics
  • 300+ integrations
  • Workflow management
  • Audit trail
  • Active Directory integration
  • Access control
  • Accounting integration
  • Activity tracking
  • Auditing
  • CRM integration
  • Ticketing system
  • Customizable branding
  • Data sync
  • Data visualization
  • Professional services automation
  • SLA management
  • SSL security
  • Summary reports
  • Dashboard
  • Sales forecasting
  • Resource management
  • Prioritizing
  • Ticket status reporting
  • Progress tracking
  • ROI analytics
  • Pipeline reporting
  • Procurement
  • Project management
  • Timesheets
  • Project templates
  • Project timeline setting & management
  • Issue management
  • Issue tracking
  • Email integration
  • Website integration
  • Chat
  • Customer support tracking
  • Support ticket tracking
  • Billable hours tracking
  • Inventory management
  • Sync to QuickBooks
  • Dispatching

ConnectWise Manage Features In Depth

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.

Operations Management Feature Comparison

Most popular features of all Operations Management apps

API (372 other apps)
Activity Dashboard (248 other apps)
Activity Tracking (157 other apps)
Auditing (213 other apps)
Automatic Notifications (260 other apps)
Compliance Management (165 other apps)
Custom Fields (148 other apps)
Customizable Reporting (206 other apps)
Data Import/Export (208 other apps)
Document Storage (150 other apps)
Inventory Management (176 other apps)
Inventory Tracking (167 other apps)
Invoice Management (157 other apps)
Monitoring (162 other apps)
Multi-Location (140 other apps)
Real Time Data (172 other apps)
Real Time Reporting (140 other apps)
Reporting & Statistics (166 other apps)
Third Party Integration (178 other apps)
Workflow Management (173 other apps)

Competitor Feature Comparison

API
Access Control
Accounting Integration
Accounting Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Asset Lifecycle Management
Audit Trail
Auditing
Automatic Notifications
Availability Management
Barcode Scanning
Billable Hours Tracking
Billing & Invoicing
CRM Integration
Chat
Configurable Workflow
Configuration Management
Contract Management
Customer Support Tracking
Customizable Branding
Customizable Reporting
Data Import/Export
Data Synchronization
Data Visualization
Demand Management
Dispatch Management
Document Storage
ERP Integration
Email Integration
Escalation Management
Financial Analysis
Financial Management
Help Desk Management
History Tracking
Inventory Management
Inventory Tracking
Invoice Management
Issue Management
Issue Tracking
Monitoring
Pipeline Reports
Planning Tools
Prioritizing
Procurement Management
Product Data Management
Professional Services Automation
Progress Tracking
Project Management
Project Templates
Projections
QuickBooks Integration
Quote Management
ROI Analytics
Real Time Reporting
Receiving
Remote Control
Remote Monitoring
Reporting & Statistics
Resource Allocation
Resource Management
Returns Management
Revenue Recognition
Role-Based Permissions
SLA Management
SSL Security
Sales Forecasting
Sales Tax Management
Service Level Management
Software Management
Status Reporting
Stock Management
Summary Reports
Support Ticket Tracking
Third Party Integration
Ticket Management
Time Tracking by Client
Timeline Management
Timesheets
Vacation Tracking
Warehouse Management
Website Integration
Work Order Management
Workflow Management
Visit WebsiteCompare App
API
Access Control
Accounting Integration
Accounting Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Asset Lifecycle Management
Audit Trail
Auditing
Automatic Notifications
Availability Management
Barcode Scanning
Billable Hours Tracking
Billing & Invoicing
CRM Integration
Chat
Configurable Workflow
Configuration Management
Contract Management
Customer Support Tracking
Customizable Branding
Customizable Reporting
Data Import/Export
Data Synchronization
Data Visualization
Demand Management
Dispatch Management
Document Storage
ERP Integration
Email Integration
Escalation Management
Financial Analysis
Financial Management
Help Desk Management
History Tracking
Inventory Management
Inventory Tracking
Invoice Management
Issue Management
Issue Tracking
Monitoring
Pipeline Reports
Planning Tools
Prioritizing
Procurement Management
Product Data Management
Professional Services Automation
Progress Tracking
Project Management
Project Templates
Projections
QuickBooks Integration
Quote Management
ROI Analytics
Real Time Reporting
Receiving
Remote Control
Remote Monitoring
Reporting & Statistics
Resource Allocation
Resource Management
Returns Management
Revenue Recognition
Role-Based Permissions
SLA Management
SSL Security
Sales Forecasting
Sales Tax Management
Service Level Management
Software Management
Status Reporting
Stock Management
Summary Reports
Support Ticket Tracking
Third Party Integration
Ticket Management
Time Tracking by Client
Timeline Management
Timesheets
Vacation Tracking
Warehouse Management
Website Integration
Work Order Management
Workflow Management
Visit WebsiteCompare App
API
Access Control
Accounting Integration
Accounting Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Asset Lifecycle Management
Audit Trail
Auditing
Automatic Notifications
Availability Management
Barcode Scanning
Billable Hours Tracking
Billing & Invoicing
CRM Integration
Chat
Configurable Workflow
Configuration Management
Contract Management
Customer Support Tracking
Customizable Branding
Customizable Reporting
Data Import/Export
Data Synchronization
Data Visualization
Demand Management
Dispatch Management
Document Storage
ERP Integration
Email Integration
Escalation Management
Financial Analysis
Financial Management
Help Desk Management
History Tracking
Inventory Management
Inventory Tracking
Invoice Management
Issue Management
Issue Tracking
Monitoring
Pipeline Reports
Planning Tools
Prioritizing
Procurement Management
Product Data Management
Professional Services Automation
Progress Tracking
Project Management
Project Templates
Projections
QuickBooks Integration
Quote Management
ROI Analytics
Real Time Reporting
Receiving
Remote Control
Remote Monitoring
Reporting & Statistics
Resource Allocation
Resource Management
Returns Management
Revenue Recognition
Role-Based Permissions
SLA Management
SSL Security
Sales Forecasting
Sales Tax Management
Service Level Management
Software Management
Status Reporting
Stock Management
Summary Reports
Support Ticket Tracking
Third Party Integration
Ticket Management
Time Tracking by Client
Timeline Management
Timesheets
Vacation Tracking
Warehouse Management
Website Integration
Work Order Management
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


712 reviews

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Requires iOS 7.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

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ConnectWise Manage Feature Reviews

25 reviewers had the following to say about ConnectWise Manage's features:

Alan Sielbeck

ConnectWise PSA

2011-03-18

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.

Pros

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.

Cons

Video tutorials are available on almost any aspect of management, and step-by-step checklists are available for just about any multi-step process.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Lewis Wilkinson

ConnectWise in Outsourced IT Model

2017-04-12

The integration with LabTech enables our technical staff to provide efficient proactive remote support for end users regardless of their location. Support ticket tracking is essential for accurate and timely support delivery.

Pros

The integration of ticketing with the service delivery steps of a project provide a great way to show progress and issues within a complex project.

Cons

I would like to see a more robust reporting toolset to build the complex SLA reporting required for our government clients.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Connectwise Manage as a PSA has more features than I know what to do with

2018-05-21

Being able to track our technical resources and invoice customers easier.

Pros

Lots of features covering vendors, customers, the sales process, inventory. Track warranty and get notifications when they're coming up for renewal.

Cons

Lack of Azure AD login sync, they have ADFS support but anything less than ADFS and you only other option is plain old LDAP.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Daryl Clune

A great central system for any business.

2017-07-11

Central point for all information, reporting, utilisation and employee management.

Pros

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"

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeremy Kowalczyk

Great ticketing system. Easy to use.

2018-04-10

Ticket management with great reporting and user experience.

Pros

Ability for users to open tickets via email or a web portal. Very nice FAQ section people can look at before opening tickets.

Cons

The desktop app takes a LONG time to load up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Brian Powell

Defacto PSA

2017-07-11

Pros

Allows inventory and integration into various 3rd party utilities to provide a central location for storing all your documentation and configuration information.

Cons

Because of the amount of data stored in the database finding specific pieces are very difficult if you dont know exactly what you are looking for, searching for something can be extremely difficult (which is why third party software vendors have come up with their solutions that ties into this product that make this easier)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Dominic Businaro

ConnectWise Review

2010-04-14

However the overly-complicated graphical user interface and lack of documentation drastically diminishes any positive features included in this business management software.

Pros

On the surface, ConnectWise is a full featured business management suite.

Cons

Project management capabilities are overly-complicated typically taking the administrative user multiple trial-and-error attempts.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
RIon Kolosieke

ConnectWise - Great tool but is it the

2017-05-18

At the end of the day, there isn't really anything "better" out there yet. Competitors are trying very hard to take the good of ConnectWise, and eliminate the pitfalls that it has. Some are getting very close, I hope this drives ConnectWise to make some major changes in the very near future because we really do not want to have to change.

Pros

It is a great piece of software for managing, tracking, and reporting on tickets in a service environment.

Cons

Integration with remote monitoring tools is also becoming more and more limited, especially with purchase and merger of LabTech.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Ryan Meyer

CRM, ERP, PSA.. too many acronyms - this is the full platform for IT, telecommunications, MSPs, and other service businesses

2017-12-06

It's difficult to accommodate both markets - keeping the product simple enough that a small shop can setup and administer it without hiring full time staff or consultants while still allowing the complexity and robustness required from the larger clients.

Pros

Application has sufficient customization options and API has reached maturity.

Cons

There are certain limitations that appear to be a result of legacy code - eg, the security cannot be as granular as competing platforms and workflows aren't as complex in nature (even when overlapping with "tracks") as some of the competition's offerings.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
William Akins

Worked with CW Manage as an engineer, and project manager.

2017-12-21

Gave our company a great platform for managing the various departments.

Pros

Very feature rich application, with a wide range of configuration options.

Cons

Software is pretty complex, and very limited in it's integration for scheduling and resource management.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Amanda Deane

Can do everything within Connectwise

2018-06-21

Pros

I love how it ties with Quickbooks, makes transferring invoices and data so easy. Also great that it is so multi functional.

Cons

Some of the updates can be confusing, however used to the changes in a couple of days time. We have a lot in our system, but loading time tends to be lengthy.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Joanna Strous

Easy to use and flexible to implement

2018-07-16

Pros

One of the biggest Pros is how easy it is to use and find information.

Cons

The project management could be better.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Frank Hannaford

ConnectWise PSA - The Heart of Our System Integration / Managed Services Business!

2015-02-11

This includes making extensive use of workflows, reports, and other functionalities offered by ConnectWise.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Matt Shadle

Has a lot of really good features however support can be difficult and performance is not very good

2018-02-07

Pros

Ticketing, Sales, Asset Management, Time and Expense, Procurement all in one solution makes it easy

Cons

Slow and clunky. API calls can bring your whole production server down.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Sean Timmons

Very good PSA software with mediocre support and subpar performance

2017-02-02

We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor.

Pros

Tons of features, regular updates, and improvements multiple times per year.

Cons

Requires third party software to get meaningful performance metrics

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering ConnectWise Manage

Invest and plan for extra time on the initial setup and configuration of the software. It will pay off in the long term.

Source: Capterra
Helpful?   Yes   No

Response from ConnectWise


Hi Sean, thanks for taking the time to write this thorough review. We are pleased to hear you love ConnectWise. We also greatly value your feedback regarding our support and limitations. It will be passed on to the appropriate departments.

Read more
Adrian Meneses  Feria

I normally use my this tool at work

2018-04-10

well my company says that the tool help a lot to invoice customer and follow up the projects

Pros

There are a lot of features that this product has. The data points that can be tracked are massive and the integration with labtech and exchange is also full

Cons

The user interface is slow and cumbersome.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Seth Phousongphouang

Risk and Reward

2016-07-12

Pros

Fast and accurate support, wide range of customizability, and continual updates to improve the product

Cons

complex and easy to lose track of customizations and how they interact

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

7/10

Recommendations to others considering ConnectWise Manage

Take your time when evaluating it and truly understand it - quickstarts are good, but only guides. You need a firm dedication to the tool and at least 1 or 2 skilled experts on the tool to optimize it for your company.

Source: Software Advice
Helpful?   Yes   No
Read more
Steven Hegerhorst

Painful

2017-08-14

Don't use it.

Pros

Time tracking is very straight forward and easy but this is the only feature in the product that is.

Cons

Invoicing process is not intuitive, there are several steps to complete in the process which are very time consuming, and is a difficult process.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Source: Software Advice
Helpful?   Yes   No
Read more
Kim Abiyounes

My experience recently has been terrible

2018-07-12

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.

Cons

Its not mobile user friendly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeffrey Jones

The product does a good job of bringing contract management, inventory and procurement, and time man

2017-07-11

Full business management platform for an MSP.

Pros

The massive ecosystem of partners that integrate with the platform.

Cons

Not so much a software issue, but with any big implementation the most value will be gotten out of integrating your business processes and people fully with the product as soon as you can.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Tina McQuiston

Streamlines the business

2017-11-17

Pros

We had multiple unfriendly applications that was hindering the management of our accounts.

Cons

We are still in the evaluation phase as this is a new management tool.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Jaq Baldwin

As a CRM/Marketing tool it still needs work

2016-11-02

From a functionality standpoint on just the CRM/marketing tools (which I use exclusively) there are some glaring weaknesses. Importing and de-duplicating contacts is still a problem.

Pros

End to end complete organizational tool that spans ticketing, sales, projects, time and expense.

Cons

Sales and marketing functionality is severely lacking when it comes to running and managing marketing and sales campaign efforts.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10

Recommendations to others considering ConnectWise Manage

Improve on some very basic functionality that would make campaigning easier within ConnectWise.

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

ConnectWise Manage has improved in the past two years.

2018-04-20

Pros

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.

Cons

The Project Management and Knowledge Base components could use some overhaul.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris Anderson

Robust software that will provide all your CRM needs

2018-01-17

Pros

The ability to do quoting and invoices, track time and costs per client, dispatching, and integrate with RMM tools

Cons

This software is only as good as the initial build and layout. You will need an FTE dedicated to learning and managing the needs of the business. If you are looking for something simple to use out of the box this is not the software for you.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Brent Shopp

ConnectWise Review

2018-03-13

Pros

There are a lot of features that this product has. The data points that can be tracked are massive.

Cons

The user interface is slow and cumbersome.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Software Advice
Helpful?   Yes   No
Read more