ConnectWise Manage Features

ConnectWise Manage

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

4.1/5 (191 reviews)

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.

Competitor Feature Comparison

API
Access Controls/Permissions
Accounting
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics/ROI Tracking
Approval Process Control
Asset Management
Asset Tracking
Audit Management
Audit Trail
Automated Routing
Automatic Backup
Availability Management
Barcode / Ticket Scanning
Billable Items Tracking
Billing & Invoicing
CRM
Call Center Management
Capacity Management
Change Management
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Contract/License Management
Cost Tracking
Customer Accounts
Customer Database
Customizable Branding
Customizable Reports
Dashboard
Dashboard Creation
Data Import/Export
Data Storage Management
Data Synchronization
Data Visualization
Deadline Management
Dispatch Management
Document Management
Document Storage
Drag & Drop
ERP
Email Alerts
Email Management
Event Tracking
Expense Tracking
File Sharing
Financial Analysis
Financial Management
Help Desk Management
Historical Reporting
IT Asset Management
IT Asset Tracking
Incident Management
Interaction Tracking
Inventory Management
Inventory Tracking
Invoice Management
Issue Auditing
Issue Management
Issue Tracking
Job Scheduling
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Management
Maintenance Scheduling
Milestone Tracking
Mobile Access
Monitoring
Network Monitoring
Opportunity Management
Patch Management
Performance Metrics
Pipeline Reports
Planning Tools
Prioritization
Problem Management
Procurement Management
Product Data Management
Profitability Analysis
Progress Tracking
Project Management
Project Templates
Project Time Tracking
Projections
Proposal Generation
Purchasing & Receiving
QuickBooks Integration
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Release Management
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
Reporting/Analytics
Resource Allocation & Planning
Resource Management
Returns Management
Revenue Recognition
Role-Based Permissions
SSL Security
Sales Forecasting
Sales Reports
Sales Tax Management
Scheduling
Secure Data Storage
Secure Login
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Stock Management
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Scheduling
Third Party Integrations
Time & Expense Tracking
Timeline Management
Timesheet Management
Vacation/Leave Tracking
Warehouse Management
Website Integration
Widgets
Work Order Management
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Accounting
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics/ROI Tracking
Approval Process Control
Asset Management
Asset Tracking
Audit Management
Audit Trail
Automated Routing
Automatic Backup
Availability Management
Barcode / Ticket Scanning
Billable Items Tracking
Billing & Invoicing
CRM
Call Center Management
Capacity Management
Change Management
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Contract/License Management
Cost Tracking
Customer Accounts
Customer Database
Customizable Branding
Customizable Reports
Dashboard
Dashboard Creation
Data Import/Export
Data Storage Management
Data Synchronization
Data Visualization
Deadline Management
Dispatch Management
Document Management
Document Storage
Drag & Drop
ERP
Email Alerts
Email Management
Event Tracking
Expense Tracking
File Sharing
Financial Analysis
Financial Management
Help Desk Management
Historical Reporting
IT Asset Management
IT Asset Tracking
Incident Management
Interaction Tracking
Inventory Management
Inventory Tracking
Invoice Management
Issue Auditing
Issue Management
Issue Tracking
Job Scheduling
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Management
Maintenance Scheduling
Milestone Tracking
Mobile Access
Monitoring
Network Monitoring
Opportunity Management
Patch Management
Performance Metrics
Pipeline Reports
Planning Tools
Prioritization
Problem Management
Procurement Management
Product Data Management
Profitability Analysis
Progress Tracking
Project Management
Project Templates
Project Time Tracking
Projections
Proposal Generation
Purchasing & Receiving
QuickBooks Integration
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Release Management
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
Reporting/Analytics
Resource Allocation & Planning
Resource Management
Returns Management
Revenue Recognition
Role-Based Permissions
SSL Security
Sales Forecasting
Sales Reports
Sales Tax Management
Scheduling
Secure Data Storage
Secure Login
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Stock Management
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Scheduling
Third Party Integrations
Time & Expense Tracking
Timeline Management
Timesheet Management
Vacation/Leave Tracking
Warehouse Management
Website Integration
Widgets
Work Order Management
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Accounting
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Analytics/ROI Tracking
Approval Process Control
Asset Management
Asset Tracking
Audit Management
Audit Trail
Automated Routing
Automatic Backup
Availability Management
Barcode / Ticket Scanning
Billable Items Tracking
Billing & Invoicing
CRM
Call Center Management
Capacity Management
Change Management
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Compliance Management
Compliance Tracking
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Contract/License Management
Cost Tracking
Customer Accounts
Customer Database
Customizable Branding
Customizable Reports
Dashboard
Dashboard Creation
Data Import/Export
Data Storage Management
Data Synchronization
Data Visualization
Deadline Management
Dispatch Management
Document Management
Document Storage
Drag & Drop
ERP
Email Alerts
Email Management
Event Tracking
Expense Tracking
File Sharing
Financial Analysis
Financial Management
Help Desk Management
Historical Reporting
IT Asset Management
IT Asset Tracking
Incident Management
Interaction Tracking
Inventory Management
Inventory Tracking
Invoice Management
Issue Auditing
Issue Management
Issue Tracking
Job Scheduling
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Management
Maintenance Scheduling
Milestone Tracking
Mobile Access
Monitoring
Network Monitoring
Opportunity Management
Patch Management
Performance Metrics
Pipeline Reports
Planning Tools
Prioritization
Problem Management
Procurement Management
Product Data Management
Profitability Analysis
Progress Tracking
Project Management
Project Templates
Project Time Tracking
Projections
Proposal Generation
Purchasing & Receiving
QuickBooks Integration
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Release Management
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
Reporting/Analytics
Resource Allocation & Planning
Resource Management
Returns Management
Revenue Recognition
Role-Based Permissions
SSL Security
Sales Forecasting
Sales Reports
Sales Tax Management
Scheduling
Secure Data Storage
Secure Login
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Stock Management
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Scheduling
Third Party Integrations
Time & Expense Tracking
Timeline Management
Timesheet Management
Vacation/Leave Tracking
Warehouse Management
Website Integration
Widgets
Work Order Management
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


1,742 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


303 reviews

ConnectWise Manage Feature Reviews

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

Greg H.

Best Product we ever adopted.

2020-02-07

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.

Pros

It actually demands you follow best practices in regards to workflow management around the tech services business.

Cons

The reporting function could be much better.

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: Capterra
Helpful?   Yes   No
Read more
Daryl C.

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 K.

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
François B.

Very complete product

2020-08-06

It has a wide range of features and is configurable, but sometimes slow and never really user-friendly.

Pros

A lot of features, from ticketing to timesheet entries with project and activities management, user-secured access to features.

Cons

There has to be a way to simplify timesheet entry to clicking in a box at the intersection of a day and activity and just punch in a number of hours, instead of having a whole window open where you specify start and end time, which is way too cumbersome!

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael G.

Connectwise runs our operation

2021-01-25

We have invested in most of the components and integrations that we can get to properly manage our teams and out clients.

Pros

Its ticket and issue management functionalities work very well for an IT service and support organization and they have thought of many of the challenges that we encounter every day

Cons

We complement this using custom data sets in BrightGauge and create reports and download from there but it is time consuming and resource intensive to create these with the limited knowledge of the database that we have.

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 B.

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

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Alan S.

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

From a client perspective, ConnectWise makes it easy for end users to submit service requests as well as get the status of said requests.

Cons

With most applications, you setup 1 or 2 API accounts, grant access, and test the integration.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Roger M.

ConnectWise streamlines our MSP processes

2021-03-31

Pros

ConnectWise was designed from the ground up for MSPs, by MSPs.

Cons

There are things that are limiting like the dashboard functionality, reporting, customer portal options, knowledge base and document management where ConnectWise is limited.

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

Great Software

2019-04-22

Encompasses all areas of our Business to integrate and track everything, from Ticketing, Inventory to Billing and Sales

Pros

- Helps to properly manage and track time - Perfect for the MSP world as it is geared towards the IT Sector - A Suite of applications that integrate together - API capable - Project Management to track Projects

Cons

- Can be slow sometimes - Not a lot of frequent updates

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Christopher J.

Easy to pick up and use for end users, but with so many features

2019-01-25

Highly searchable ticketing, sales management and project management center.

Pros

Onestop shop for Sales, Service Desk, Project Management Industry Leader Constant updates (see problems below) Integration with Connectwise Automate

Cons

Seems like they don't do enough Q&A If you don't know how the applications integrate then it's easy to make a mistake early on and this can trickle down in to the future.

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
Brandon B.

Connectwise Manage is a powerful product that is a core piece of our operations

2021-04-05

On the occasions where it's not possible, the community is strong and the Connectwise dev team seems to generally listen and accept input from partners, even if execution of some of those feature requests may be slow at times.

Pros

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.

Cons

Some of the (relatively) newer features and modules, Change Management for example, are not as intuitive as the older modules.

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
Gavin O.

This is the ticketing platform you need

2019-12-04

All our ticketing, service, project management, and sales cycle tasks are all managed from within ConnectWise now, with all our 200+ staff using this system we still have a very responsive system with a great interface that has interface components that have been customized to match some of the terms we use to describe our business processes.

Pros

It's super customizable, with a very extensible API and integration capabilities, allowing us to centralize so many of our systems and daily tasks into one platform.

Cons

Initial customization and training of staff has taken some time, but and some staff still have issues with managing Internal vs.

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
Charlie M.

Manage hosted version is so slow it will cost you most in terms of time

2020-12-30

Since the TB buyout they just buy other companies that fix some aspect of Manage (like buying IT Boost for documentation in lieu of their "knowledge base"). Third party integrators that don't play ball with Manage's team have their products harmed.

Pros

It excels at letting ticket management be as detailed as you could possibly want.

Cons

Second detractor, most of the features are just introductions to the functionality designed to get you to buy another system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more
Morgan F.

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

2018-08-01

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.

Pros

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.

Cons

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

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
Josh L.

Thorough IT management software

2018-09-23

Pros

It integrates well with other tools, such as Labtech, so that you can maintain one source of truth for inventory and SLA information, as well as launching into remote session management.

Cons

The one area that needs improvement is how the software handles basic workflows, like opening, working, and closing a ticket.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Joanna S.

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
William A.

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
Mike F.

Dispatch at a Glance

2021-02-24

The indexing functionality and alerts make it simple to find and assign tickets with minimal keystrokes.

Pros

CW management allows me to juggle and organize assignment on categorized boards, with easy to navigate filters to allow me to access information quickly and efficiently.

Cons

The platform is very robust, so there is a steep learning curve to understand and utilize its functionality.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Vera G.

Connectwise Manage

2021-02-17

With email integration our clients can just email an issue in and a ticket gets generated.

Pros

great for helpdesk ticket management and tracking of client issues.

Cons

sometime the audit trail can be very confusing to track down what actually happened in a ticket and see the complete history.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Andrew S.

ConnectWise Manage Review

2019-05-16

Pros

Manage covers off everything from tickets in to reporting on time, our techs have much better time entry habits now that they have Mange as there Ticketing tool

Cons

Not mobile responsive and is Windows only no Mac app

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

Great Software for Tickets

2019-01-07

The CW Manage has greatly improved the productivity of the company, since we can assign tickets to each employee depending on the category and thereby improve the response time for our customers.

Pros

It allows the automation for the assignment of tickets and the notification by a valid email.

Cons

It would be nice if they had quick access keys for the most common tools

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Matt S.

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
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
Carol V.

Contact management

2018-08-15

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.

Pros

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.

Cons

Building customizations by user is a little time consuming and clunky to set up for the first time user.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Angel R.

Review

2021-03-30

Pros

ConnectWise is always evolving as technology continues to grow.

Cons

I wish connectwise had a feature to keep track of geo location time entries to help us with expense reports.

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