ConnectWise PSA Reviews

We use it for Business/Sales Management; it enables tracking of sales leads and opportunities.

More detailed and complete billing.

Not a good ticketing system

Three years.

None.

None.

An eight out of 10.

ConnectWise provided more detailed information for billing and tracking of projects.

Straightforward; we had people that caught on to using the product very easily and they helped others, along with ConnectWise University.

Pricing is fair.

I was not involved in this process.

Spend time in the ConnectWise University

The flexibility in agreement billing has been really good - we have a lot of complex contracts with clients and ConnectWise has catered for almost all the ways we'd like to bill customers.

ConnectWise has changed the way our entire business works. We started with a "light" implementation using about 10% of the functionality, and we have since implemented more and more modules to improve different areas of the business.

better documentation and access to the back end database would be nice.

10 years.

No

No

Few

Reasonable.

Reasonable.

Yes, we used an in-house developed application. we switched due t the need tfor advanced functionality that ConnectWise had "out of the box"

Basic implementation is easy, however if you want to use the advanced features, be prepared to invest significant ongoing time and effort in ensuring the behavior of your staff maps to the needs of the software.

The service desk and configurations are the most valuable features.

We are able to use our ticket system to track any remediation of a device stored in our configurations. We entered our entire asset inventory into the configurations, and when we receive a ticket we attach the device from the configurations. Later on, if you want to see an audit trail for a particular device you just pull that configuration up and click the audit trail tab. You can also attach documents, emails, etc. to a ticket or configuration.

When viewing a ticket, I would like to see a filtered list on a sidebar of configurations assigned to the contact that created the ticket. Then I would like the ability to associate one of the devices in that filtered list to the active ticket.

We've been using this for two years.

Our deployment took a week or so.

We had no issues with the performance.

It's been able to scale for our needs.

10/10

ConnectWise helped us with the deployment. They give you perhaps five hours of implementation support.

It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult.

The price is reasonable, you pay $68 per user per month and have to have a minimum of two users. It is a cloud-based solution.

We didn't evaluate any other products. This product came highly recommended by other MSPs.

You need to pay particular attention to the setup tables. Also, ConnectWise has a university where you can take lots of courses that will help you learn ConnectWise, and some of that training is mandatory.

We use it just to get metrics. We have ConnectWise Manage, Automate, and Control. They purchased a company called Perch that we have, and we also have BrightGauge.

The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance.

Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience.

I have been using this solution for probably two years.

It has been stable for us.

It is scalable for us. We just add more users or more endpoints.

They have some good technical people, but sometimes, getting the right person is a chore.

Learning to use the software was one thing, but getting it tailored to our environment and our client environment was a lot of work.

It doesn't take a lot to maintain. We probably have one person to maintain it.

BrightGauge is fairly new as an implementation in Control. So, at this time, I would rate it an eight out of ten.