ConnectWise PSA Reviews

Name: ConnectWise PSA
Brand: ConnectWise
Rating: 4.1 (21 reviews)

Vendor: ConnectWise

4.1 out of 5

21 reviews
100% willing to recommend

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What is ConnectWise PSA?

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

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ConnectWise PSA is the #1 ranked solution in top Business Management Software, #1 ranked solution in top Professional Services Automation (PSA) solutions, and #15 ranked solution in top Help Desk Software. PeerSpot users give ConnectWise PSA an average rating of 8.2 out of 10. ConnectWise PSA is most commonly compared to ServiceNow: ConnectWise PSA vs ServiceNow. ConnectWise PSA is popular among the small business segment, accounting for 51% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a construction company, accounting for 11% of all views.

Helped 893,221 peers since 2012

Featured ConnectWise PSA reviews

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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JonMcWilliams

vCTO - Technical Account Manager at CMIT Princeton

In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.

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MikeChacker

IT Manager Global Service Delivery at a energy/utilities company with 1,001-5,000 employees

If you are looking to implement ConnectWise Manage for a single organization, I would say that when you're having your conversation with your implementation consultants, make sure that you very specifically communicate what you want out of the solution. They've got a very defined script and they wanted to spend a lot of time implementing service levels, contracts, and companies, and all of this stuff that's really an ERP for MSPs, and we had to redirect them. I would say make sure you have enough hours to really get the ball rolling on Automate, and you have to dedicate some serious time to training your employees because it's all self-based training, so you have to make sure that you get those hours in. I would rate this solution as a seven out of ten.

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ConnectWise PSA mindshare

Product category:

As of May 2026, the mindshare of ConnectWise PSA in the Professional Services Automation (PSA) category stands at 11.5%, down from 13.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Professional Services Automation (PSA) Mindshare Distribution
Product	Mindshare (%)
ConnectWise PSA	11.5%
Bigtime	14.0%
Kantata	11.9%
Other	62.6%

Professional Services Automation (PSA)

PeerResearch reports based on ConnectWise PSA reviews

Type	Title	Date
Product	Reviews, tips, and advice from real users	May 9, 2026	Download

Valuable Features

ConnectWise PSA offers valuable features like cloud functionality, efficient ticketing and customer management, robust system monitoring, and alert systems for compliance. Its time tracking enhances billing accuracy and SLA management. Users appreciate comprehensive reporting tools, flexibility in billing, and sales tracking. It seamlessly integrates with other systems, allowing centralized management of service agreements and finances. The powerful search function, ease of automation setup, and user-friendly interface contribute to its widespread efficacy and appeal.

"ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers."
"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."
"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

Room for Improvement

ConnectWise PSA needs better integration with third-party software, enhanced UI and UX, and improved configuration processes. It's criticized for slow ticketing, limited editing capabilities, and cumbersome mass update functions. Users seek better technical support, documentation, and mobile access. There's demand for improved speed, customizable forms, reporting, and a more intuitive interface. Enhanced functionality for visually impaired users and simplified processes for creating tickets and managing inventory are also desired.

"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"There should be some improvements to the interface. It is not completely intuitive."

Pricing

ConnectWise PSA is considered reasonably priced by users, with a standard cost of $68 per user per month, requiring a minimum of two users. Some note higher costs for administrator logins at $100. Discounts are available for bulk purchases like 1,000 seats annually. Optional add-ons and benefits incur additional charges. While cheaper than solutions like Salesforce, pricing varies with module selection, and there's typically a $1,500 implementation fee, making it more suited for larger enterprises.

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"The pricing of ConnectWise Manage is reasonable."

Popular Use Cases

ConnectWise PSA is utilized mainly for ticket management, CRM functionalities, and system automation. It assists in handling infrastructure and cybersecurity, managing commercial opportunities, and supporting IT issues. The platform is employed for scheduling, procurement, sales tracking, invoicing, and maintaining client configurations. MSPs and IT service providers rely on it for dispatching tickets, managing projects, and storing essential client data. It also supports sale funnel tracking and serves as a knowledge base.

Service and Support

ConnectWise PSA offers helpful, professional assistance, often rated around 7 to 9. Users find technical support decent but note it's sometimes slow, mainly relying on email rather than calls. There's a perception of improvement being necessary, especially for complex configuration issues. Some users experience being referred to documentation rather than receiving direct help. Interaction with support varies, with better service on end-user issues compared to system administration tasks.

Deployment

ConnectWise PSA's initial setup is mostly straightforward and smooth. Some companies encountered challenges with data migration and system complexity. Deployment often involved ConnectWise support or consultants. Installation times varied; some reported a quick process, others took months, often depending on company size. Maintenance typically involves a dedicated team. Training during the setup phase is crucial due to the learning curve. Many appreciated ConnectWise University's resources in easing the transition.

Scalability

ConnectWise PSA is recognized for its scalability, accommodating organizations with a wide range of user numbers. Many find it efficient and easy to expand, integrating well with other software. Organizations have successfully scaled their operations, handling various tasks with ConnectWise in diverse roles. While some hardware limitations exist, users generally report positive experiences with scaling up their systems to meet increasing needs.

Stability

ConnectWise PSA demonstrates stability with occasional slow performance, primarily due to internet connectivity issues rather than product faults. Users appreciate its reliability, with most reporting minimal downtime and few service disruptions. Performance issues are more pronounced on slower internet connections, causing incomplete data loads. Despite minor incidents, users generally experience a stable environment, rating it high on performance metrics. The system is considered reliable, running consistently well in most network conditions.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ConnectWise PSA Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	3
Large Enterprise	1

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	92
Midsize Enterprise	34
Large Enterprise	53

By visitors reading reviews

Top industries

By visitors reading reviews

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

Comms Service Provider

Marketing Services Firm

Government

University

Computer Software Company

Legal Firm

Healthcare Company

Real Estate/Law Firm

Insurance Company

Outsourcing Company

Educational Organization

Energy/Utilities Company

Media Company

Hospitality Company

Retailer

Wholesaler/Distributor

Pharma/Biotech Company

Aerospace/Defense Firm

Wellness & Fitness Company

Analyst Firm

Recreational Facilities/Services Company

Logistics Company

Non Profit

Security Firm

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Learn more about ConnectWise PSA

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise PSA was previously known as ConnectWise Manage.

ConnectWise PSA customers

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Product Categories

Professional Services Automation (PSA)

Help Desk Software

Business Management Software

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ConnectWise PSA Reviews Summary
Author info	Rating	Review Summary
Associate Director at a outsourcing company with 51-200 employees	4.0	I have used ConnectWise PSA for four years for ticketing and automation, finding its monitoring, time tracking, and reporting valuable. It's stable, scalable, and support is great, offering a cost-effective alternative to ServiceNow. While configuration is complex, I rate it 8/10.
vCTO - Technical Account Manager at CMIT Princeton	4.0	We're using ConnectWise PSA for ticketing and billing, which streamlines our process with automation. Technicians can easily manage ticket queues. However, technical support could be improved. Overall, it aids in generating billing and tracking time consumption effectively.
IT Manager Global Service Delivery at a energy/utilities company with 1,001-5,000 employees	3.5	I use this for tickets and change management. It's stable, scalable, and cost-effective, with a simple interface and easy rules. Setup was straightforward. However, speed and reporting could be better. I rate it 7/10.
Partner and CIO at Caspian IT Group	4.5	I use ConnectWise Manage as a CRM for ticketing and customer management. It's a complete solution with valuable features, improving our communication and billing efficiency. While stable and scalable, I believe third-party integrations and the UI graphics could be improved.
Help Desk Manager at MYERS NETWORK SOLUTIONS	4.5	As an MSP dispatcher, I value ConnectWise Manage's custom views and queries for organization. However, it's often cluttered, lacks full content search for tickets, and its complexity can be overwhelming, despite good stability and customer service.
Support Engineer Tier II at Security First IT	3.5	I use ConnectWise PSA primarily for ticket tracking. Its ease of use and comprehensive feature viewing are valuable, though the graphical interface could benefit from a more modern update. Overall, it simplifies ticket management effectively.
Chief Executive Officer at a tech services company with 11-50 employees	4.0	I use ConnectWise for metrics, appreciating its reporting ease for performance measurement. While tailoring it was hard and built-in reporting isn't great, BrightGauge significantly enhanced my experience. It's stable, scalable, and I rate it 8/10.
Solution Architect at a security firm with 201-500 employees	4.5	I find the search function and centralized account data very valuable. While the interface isn't intuitive and integration caused delays, the solution is stable and scalable. I rate it 9/10.

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	N/A	92%	228 interviews Add to research
Zendesk	4.0	N/A	91%	68 interviews Add to research

ConnectWise PSA Reviews

What is ConnectWise PSA?

Featured ConnectWise PSA reviews

ConnectWise PSA mindshare

PeerResearch reports based on ConnectWise PSA reviews

Valuable Features

Room for Improvement

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare ConnectWise PSA with alternative products

Learn more about ConnectWise PSA

ConnectWise PSA customers

Related questions

Product Categories

Popular Comparisons