ConnectWise PSA Reviews

We primarily purchased Manage for its Ticket facility. It now integrates all of our departments, including finance, support, sales and procurement.

Most of the gripes over the years, have been resolved to be honest, though regular updates. In terms of pricing, it's not the cheapest out there. But it does the job well. I guess the support has been better in the past. More often that not now, if you get a problem, it's rarely a quick fix. It has to get escalated etc.

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.

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.

Our company came onboard with Manage and Automate at the same time, so once we had the integration between them set up it made service tickets very easy to work. It's very customizable for however your business operates with support for the whole service lifecycle, from sales and quoting new customers all the way through to invoicing. We use it for an internal IT solution so that part isn't as important for us, but good to know it's there. Also the ConnectWise University has a lot of good material to help get you going, with training in nearly every aspect of the system.

There are so many things to set up in the beginning, depending on the complexity of your business it could take months before you're ready to go live. Also, because it's meant for MSPs there are a lot of things like on the financial side that we don't need for internal IT.

One of the things I liked most about ConnectWise PSA was its comprehensive set of features and functionalities. The platform offered a wide range of tools for project management, ticketing, time tracking, and resource allocation. This holistic approach allowed me to centralize my business operations and efficiently manage projects from start to finish. The customizable dashboards and reporting capabilities provided valuable insights into key performance metrics, enabling me to make data-driven decisions. Additionally, the integration with other ConnectWise products created a seamless workflow and enhanced overall productivity.

While ConnectWise PSA had numerous positive aspects, one thing I liked least was the learning curve associated with its implementation. Due to the platform's extensive features and functionalities, it took some time to fully grasp and utilize its capabilities effectively. The initial setup and configuration process required careful attention to detail and adequate training. Furthermore, occasional system performance issues and the need for regular software updates and maintenance were minor inconveniences that could have been improved.

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, most of the features are just introductions to the functionality designed to get you to buy another system. For example, it has a quoting engine that you can't modify the quote template at all (like to add disclaimer text or a logo or instructions or anything) because they have another costly program called Sell. Sell way over does the quoting feature (adding in so much functionality, complexity and cost that it is prohibitive to use for most shops). Knowledge base lol lol lol. Demo it first!! If you use multiple computers regularly then every time you log into a different system it kicks out your other session. The report writer takes a full minute or two to open and you will need a masters degree in that interface to make it do what you want. Regarding support, expect to be on chat for 10-60 min to get a response from a tech, depending on the issue. If your issue is related to reporting whatsoever they will refuse to assist. Then there is the high cost to it and the lockin. Once you start integrating software into it, it becomes super expensive to switch.

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.

Some of the (relatively) newer features and modules, Change Management for example, are not as intuitive as the older modules. The inclusion of more features and functionality is welcome and necessary, and sometimes is going to involve a learning curve, but Connectwise could make these features easier to use and implement for better adoption.

ConnectWise Manage has enough features to essentially run your entire business out of! When it comes to tracking issues, maintaining inventory and documented details across many partners/clients/sites - this is THEE tool.

Abundant resources to learn the tool exist including certification learning courses. (You're going to want to take them).

Interface has been ignored for a long time - its universally uglier than ALL of its competitors. This has been massively improved over the last year and continues to get better as it is finally a focus for them after the many recent developmental hurdles they need to address from the various M&A from the last 4 years.

Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this.

We use Connectwise Manage to run all of the aspect of our daily operations. 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

Reporting from ConnectWise can be challenging. The canned reported often lack some piece of information that we would like and they are not formatted properly to download and manipulate in Excel. 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.

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.