ConnectWise Manage

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

4,1 /5 (185 reviews) Write a Review!

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.

ConnectWise Manage Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact sales for a quote. [email protected]


ConnectWise Manage Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany
Supported Languages
English

Media

Create project plans from scratch or with project templates
Create pre-defined project checklists, move around tasks, and hold documents
Stay on top of ticket aging, time-to-resolution history, and total billable hours
Customize ticket views and arrange information in a way that suits you
Gain full visibility into team resources for efficient daily schedule management and prioritization of emergencies
Get full visibility on every client or company interaction
Manage multiple service portfolios from one sreen
ConnectWise Manage video ConnectWise Manage video ConnectWise Manage screenshot: Create project plans from scratch or with project templates ConnectWise Manage screenshot: Create pre-defined project checklists, move around tasks, and hold documents ConnectWise Manage screenshot: Stay on top of ticket aging, time-to-resolution history, and total billable hours ConnectWise Manage screenshot: Customize ticket views and arrange information in a way that suits you ConnectWise Manage screenshot: Gain full visibility into team resources for efficient daily schedule management and prioritization of emergencies ConnectWise Manage screenshot: Get full visibility on every client or company interaction ConnectWise Manage screenshot: Manage multiple service portfolios from one sreen

ConnectWise Manage Reviews

ConnectWise Manage Reviews

Overall rating
4,1
/
5
Excellent
71

Very good
73

Average
30

Poor
4

Terrible
7

Value for Money
3,8
Features
4,1
Ease of Use
3,6
Customer Support
3,9
78% recommended this app
Michael W.

Long time ConnectWise user still loves ConnectWise

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.


Verified Reviewer

Good Ticketing System for MSP and IT companies

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.


Verified Reviewer

MSPs need to know about Connectwise Manage

We have saved a lot of time and have increased logged tickets and time for clients.


James V.

OVeral shocking experience

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.


Pricilla C.

CRM

As far as my use of the software, I am overall satisfied. It does everything it needs to do. Its basic but good.


Michael W.

Long time ConnectWise user still loves ConnectWise

Reviewed on 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

Verified Reviewer
Industry: Information Technology & Services
Company size: 11-50 Employees

Good Ticketing System for MSP and IT companies

Used Daily for 1+ year
Reviewed on 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

Likelihood to recommend: 7.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: 11-50 Employees

MSPs need to know about Connectwise Manage

Used Daily for 6-12 months
Reviewed on 2020/10/12
Review Source: GetApp

We have saved a lot of time and have increased logged tickets and time for clients.

Pros

Ikke the ability of Connectwise Manage to log tickets and that it allows my team to add pictures and documents for better tracking. I also like the mobile app so my team can add and update tickets on-site

Cons

Leaning the new ticketing system as well as integrating with Automate was a bit of a challenge. ConnetWise support was able to assist us and get it setup.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

James V.
Industry: Computer Networking
Company size: 2-10 Employees

OVeral shocking experience

Used Daily for 1+ year
Reviewed on 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
Customer Support

Likelihood to recommend: 0.0/10

Pricilla C.
Industry: Information Technology & Services
Company size: 11-50 Employees

CRM

Used Daily for 2+ years
Reviewed on 2020/07/28
Review Source: Capterra

As far as my use of the software, I am overall satisfied. It does everything it needs to do. Its basic but good.

Pros

Product is simply laid out and easy to use. I prefer the desktop version but we just went full web version which is fine too.

Cons

I cant really think of any features or addons that need attention. I've been working with it for a while now and have adapted fine. I know how to do everything I need to do.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

User recommendation
8/10
Based on 185 user ratings
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ConnectWise Manage Pricing

ConnectWise Manage Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact sales for a quote. [email protected]

Contact sales for a quote. [email protected]

Value for Money
3,8/5
Based on 185 user ratings
Compare value for money rating with alternatives
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ConnectWise Manage Features

ConnectWise Manage Features

API
Activity Dashboard
Activity Tracking
Audit Trail
Auditing
Automatic Notifications
Billing & Invoicing
Compliance Management
Customizable Reporting
Data Import/Export
Document Management
Document Storage
Inventory Management
Inventory Tracking
Monitoring
Real Time Data
Real Time Reporting
Reporting & Statistics
Third Party Integration
Workflow Management
Features
4,1/5
Based on 185 user ratings
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Categories

Additional information for ConnectWise Manage

Additional information for ConnectWise Manage

Key features of ConnectWise Manage

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

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.

  • ConnectWise Manage FAQs

    ConnectWise Manage FAQs

    Below are some frequently asked questions for ConnectWise Manage.

    Q. What type of pricing plans does ConnectWise Manage offer?

    ConnectWise Manage offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Not Available

    Contact sales for a quote. [email protected]

    Q. What are the main features of ConnectWise Manage?

    ConnectWise Manage offers the following features:

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

    Q. Who are the typical users of ConnectWise Manage?

    ConnectWise Manage has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    Q. What languages does ConnectWise Manage support?

    ConnectWise Manage supports the following languages:

    English

    Q. What type of pricing plans does ConnectWise Manage offer?

    ConnectWise Manage has the following pricing plans:

    Subscription

    Q. Does ConnectWise Manage support mobile devices?

    ConnectWise Manage supports the following devices:

    Android, iPhone

    Q. What other apps does ConnectWise Manage integrate with?

    ConnectWise Manage integrates with the following applications:

    Auvik, BLUIQ, Bedrock Data, Cloud Elements, ConnectWise Automate, Evercontact, Jira, Kaseya VSA, LogicMonitor, Net-Results

    Q. What level of support does ConnectWise Manage offer?

    ConnectWise Manage offers the following support options:

    Knowledge Base, Online Support, Phone Support, FAQs, Forum, Video Tutorials