ConnectWise PSA Reviews

We use this solution for several use cases. For example, it is used for our entire procurement area and ordering all of our stock on hand. It is used for ordering smartphones and smart devices.

We also use it for managed services because we provide IT services to clients. It receives and manages bulk tickets from a variety of different clients. Essentially, it is our ticketing and CRM system.

The most valuable feature is the management of projects from start to finish. It starts with sales and goes right to project delivery.

The automation and integration with our other systems are a benefit.

The usability is really good.

The knowledge base is very thorough.

The UX for general users can be improved as the UI is quite clunky and complicated.

The ability to collaborate on and communicate about tickets can be improved. It needs to be easier to share tickets between users who need to work together. Having an internal chat system would be helpful, rather than having to rely on emails and notes.

The technical support response times and SLAs could be improved, although the support, itself, is thorough.

We have been using ConnectWise Manage for four years.

I'd say that this is a stable solution.

It is easy to scale and expand.

We have 80 or 90 people who use this solution on a daily basis. It is being used all the time.

I have been in touch with technical support and I would say that they are thorough, but maybe not as quick of a response as you'd hope for.

Prior to using ConnectWise Manage, we used the Zendesk ticketing system. We switched because it wasn't quite as scalable and there wasn't a single pane of glass for all of the products that we needed.

The initial setup was simplistic enough in terms of the steps, but for our caliber of company and what we needed to do, it was complex. There was a lot of that we had to do. I think that the full migration took at least 11 to 13 months.

We currently have three administrators who do the maintenance. It comes in the form of updating cost changes, pricing codes, or company details. We have to make sure that these details are always accurate. The administrators receive information from each of our departments and update it in the system.

We used consultants and help from the vendor in terms of guidance on the best way to have a smooth migration and process.

The licensing is cheaper than Salesforce. There are some different add-ons and benefits that are optional and come at an additional cost.

We also considered using Salesforce during our switch from Zendesk. The cost was an issue but so was availability in Australia. Salesforce is an American company and there are not a lot of consultants available.

My advice to anybody who is implementing this solution or another CRM is to migrate slowly and bring across departments one at a time. Definitely map out the entire migration to make sure that everything is aligned correctly. Otherwise, you'll run into issues.

I would rate this solution a seven out of ten.

Supporting managed clients in all aspects of IT issues and using the dispatch portal for scheduling agendas.

• The cache needs to be improved, and search fields.
• Outlook connector is good, but there need to be connectors for MailChimp.

• Contact integration to customers
• Faster way to update the ticket
• Searching for tickets when it is needed.

• The login issues with the cache always needing to be cleared.
• Furthermore, the configurations tab needs to be condensed and not so long.

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.