ConnectWise Manage

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

About 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.

Key benefits of ConnectWise Manage

  • 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.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, Germany, United Kingdom, United States

    Supported Languages

    English

    Images

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    Features

    Total features of ConnectWise Manage: 142

    • 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
    • Backup and Recovery
    • Barcode / Ticket Scanning
    • Billable Items Tracking
    • Billing & Invoicing
    • CRM
    • Call Center Management
    • Capacity Management
    • Change Management
    • Chat/Messaging
    • Client Management
    • Client Portal
    • Collaboration Tools
    • Configurable Workflow
    • Configuration Management
    • Contact Database
    • Contact Management
    • Contract/License Management
    • 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
    • Financial Analysis
    • Financial Management
    • Help Desk Management
    • Historical Reporting
    • IT Asset Management
    • IT Asset Tracking
    • Incident Management
    • Interaction Tracking
    • 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 Scheduling
    • Milestone Tracking
    • 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
    • Purchasing & Receiving
    • QuickBooks Integration
    • Quotes/Estimates
    • Real Time Analytics
    • Real Time Data
    • Real Time Notifications
    • Real Time Reporting
    • Real-Time Chat
    • Real-time Updates
    • 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
    • Sales Trend Analysis
    • 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
    • Task Management
    • Third Party Integrations
    • Ticket Management
    • Time & Expense Tracking
    • Timeline Management
    • Timesheet Management
    • Vacation/Leave Tracking
    • Warehouse Management
    • Website Integration
    • Widgets
    • Work Order Management
    • Workflow Management

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    Reviews

    Overall rating

    4,1 /5
    (186)
    Value for Money
    3,9/5
    Features
    4,1/5
    Ease of Use
    3,6/5
    Customer Support
    3,8/5

    Already have ConnectWise Manage?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

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    Showing 5 reviews of 186
    Michael W.
    Overall rating
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Long time ConnectWise user still loves ConnectWise

    Reviewed on 2016/06/29

    I did 3 years of research before deciding on a PSA. I had a very small company at the time (1...

    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,

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 7.0 /10

    Good Ticketing System for MSP and IT companies

    Reviewed on 2019/08/28

    I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller...

    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.

    Drew H.
    Overall rating
    • Industry: Computer & Network Security
    • Company size: 2-10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    In a world of okay tools, Manage is the best

    Reviewed on 2021/04/06

    Pros

    As an integrated PSA / Billing System / Ticketing System it functions great. In comparison to the other products in it's space it's light years beyond in functionality and usage.

    Cons

    ConnectWise support and account management leaves a lot to be desired, though there recently have been noticeable improvements and if they continue on this path they'll be a world class company once again. Manage really lacks at: CRM/Sales and a few other items. Dashboards require a third party add-on. It's base functionality is decent but everything else is a pay for me option.

    James V.
    Overall rating
    • Industry: Computer Networking
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 0.0 /10

    OVeral shocking experience

    Reviewed on 2019/11/01

    We have literally had zero benefits working with Connectwise. Its cost us £000's and we have wasted...

    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

    Paul F.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Connectwise gets the job done but could use a facelift

    Reviewed on 2021/03/19

    Overall it is a good platform and ecosystem. They have acquired many other platforms and services...

    Overall it is a good platform and ecosystem. They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.

    Pros

    At the end of the day CW manage does what we need it to do. It's strong suits are ticketing, configuration tracking, and large of integrations. CW is one of the largest PSAs out there in the MSP world and they are stil here for a reason. Tight integration with their RMM automate is a big plus as well.

    Cons

    To me being a long time user I woudl like to see greater progress with updates and improving the user interface. CW from 10 years ago doesn't look much different than CW of today. While features trump usability at some point it starts to weigh you down. Especially when comparing to other platforms that seem to be up to speed with the modern age.

    Showing 5 reviews of 186 Read all reviews

    ConnectWise Manage FAQs

    Below are some frequently asked questions for ConnectWise Manage.

    ConnectWise Manage offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Not Available

    Contact sales for a quote. [email protected]

    We do not have any information about ConnectWise Manage features

    ConnectWise Manage has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    ConnectWise Manage supports the following languages:

    English

    ConnectWise Manage supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    ConnectWise Manage integrates with the following applications:

    Acronis Cyber Backup Cloud, Auvik, Bedrock Data, ConnectWise Automate, ConnectWise Control, ConnectWise Fortify, ConnectWise Sell, Constant Contact, Dynamics 365 Business Central, Google Calendar, Jira, Kaseya VSA, LogicMonitor, MSP360 Backup, Microsoft Dynamics GP, Microsoft Dynamics SL, Microsoft Outlook, NinjaRMM, OpsGenie, QuickBooks Online Advanced, Quickbooks Online, Sage 50cloud, Salesforce Sales Cloud, SecureAnywhere, The Email Laundry, Xero, Zapier

    ConnectWise Manage offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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