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.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to ConnectWise Manage

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, Ireland, New Zealand, United States

    Supported Languages

    English

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to ConnectWise Manage

    Images

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    Features

    Total features of ConnectWise Manage: 95

    • API
    • Access Controls/Permissions
    • Active Directory Integration
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Approval Process Control
    • Asset Lifecycle Management
    • Asset Tracking
    • Audit Management
    • Audit Trail
    • Automated Routing
    • Automatic Backup
    • Availability Management
    • Backup and Recovery
    • Billable Items Tracking
    • Billing & Invoicing
    • CRM
    • Call Center Management
    • Capacity Management
    • Change Management
    • Chat/Messaging
    • Client Portal
    • Collaboration Tools
    • Configurable Workflow
    • Configuration Management
    • Contract/License Management
    • Customer Database
    • Customizable Branding
    • Customizable Reports
    • Dashboard
    • Dashboard Creation
    • Data Import/Export
    • Data Visualization
    • Document Management
    • Document Storage
    • Drag & Drop
    • Email Management
    • Expense Tracking
    • Help Desk Management
    • IT Asset Management
    • IT Asset Tracking
    • Incident Management
    • Interaction Tracking
    • Inventory Management
    • Invoice Management
    • Issue Auditing
    • Issue Management
    • Knowledge Base Management
    • Knowledge Management
    • License Management
    • Live Chat
    • Maintenance Scheduling
    • Monitoring
    • Network Monitoring
    • Patch Management
    • Performance Metrics
    • Prioritization
    • Problem Management
    • Progress Tracking
    • Project Management
    • Project Templates
    • Project Time Tracking
    • Projections
    • 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
    • Role-Based Permissions
    • SSL Security
    • Scheduling
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Single Sign On
    • Status Tracking
    • Summary Reports
    • Support Ticket Management
    • Support Ticket Tracking
    • Task Management
    • Third Party Integrations
    • Ticket Management
    • Time & Expense Tracking
    • Timesheet Management
    • Workflow Management

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    Reviews

    Overall rating

    4,1 /5
    (193)
    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.

    Write a Review!
    Showing 5 reviews of 193
    Jared M.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    CRM for the Best in the Biz!

    Reviewed on 2019/10/29

    With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local...

    With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local market. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there. With a friendly (now giant) team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry.

    You've been with the rest, now get with the best.

    Pros

    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).

    Cons

    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.

    Alternatives Considered

    Tigerpaw Software and Autotask PSA
    Glenn M.
    Overall rating
    • Industry: Wholesale
    • Company size: 501-1 000 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Good Product, Deployment Can Take Some Work

    Reviewed on 2021/10/20

    We used a consultant to help us get going, which was a godsend. If you're looking at this product,...

    We used a consultant to help us get going, which was a godsend. If you're looking at this product, get a consultant to help you through implementation. Also the chat support through ConnectWise is very good, so if you have questions that's the first place I would turn after looking through the University and forums.

    Pros

    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.

    Cons

    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.

    Alternatives Considered

    Auvik, Atera and NinjaOne

    Switched From

    Freshdesk

    Reasons for Switching to ConnectWise Manage

    Tight integration with other ConnectWise products.
    Michael H.
    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 0.0 /10

    ConnectWise is a horrible company and has mediocre products

    Reviewed on 2020/05/15

    Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went...

    Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team.

    Pros

    ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.

    Cons

    It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale.
    If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months.
    ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.

    Alternatives Considered

    Accelo, Autotask PSA and Naverisk

    Reasons for Choosing ConnectWise Manage

    In an attempt to improve automation.

    Reasons for Switching to ConnectWise Manage

    Believing the lies of the sales team.
    Nicholas N.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Connectwise Suite for MSP

    Reviewed on 2021/11/05

    Pros

    I love how much you can do in this software. I feel like everything you need is in connectwise manage and its a great way to keep an MSP's cost down by adding this to complete everything you need from sales to tickets to project portals.

    Cons

    The support can be a bit off most of the time its guesswork. Which is done by the IT person usually first but the chat option can be tiresome sometimes.

    Yeprem A.
    Overall rating
    • Industry: Information Technology & Services
    • 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

    Complete solution but slow as molasses

    Reviewed on 2020/02/12

    Pros

    Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well.

    The mobile app is horrendous.

    Cons

    Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow.
    Gigabit internet connection at home and at the office, slow.
    Brand new 8th gen CPU desktop with SSD. Slow.
    Laptop. Slow.
    It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.

    Showing 5 reviews of 193 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]

    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, 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, NinjaOne (formerly 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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