Senior Instrustor of IT at a computer software company with 501-1,000 employees
Real User
Jun 23, 2022
ConnectWise Manage can improve by having more integration with different software and have the process simple. The integration with Microsoft Office could be better, it is not very easy.
Vice President International Business Development at a tech services company with 11-50 employees
Reseller
Dec 15, 2021
The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access. The product needs to enable all features on mobile devices, it would be a big step forward for the company. The solution is far more complicated than Salesforce and NetSuite, even Sugar CRM beats it in terms of usability and interface.
All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous. It needs to be a usable knowledge base. I know I could probably search our ticket base and find 800 tickets for customers with the same problem. And that's the whole idea. I was always an analyst evaluating trends. If we show the data to management, we can get them to focus on certain things and make problems disappear forever. Also, it's nearly impossible for visually impaired people to use the ConnectWise application because there are only two modes. There is a mobile mode that is optimized for the iPhone, and it doesn't change. You can't change the font size. It's quite limiting, but I've grown used to it. ConnectWise is really the only ticketing system that I've ever seen that ties into the money, like the billing, contacts, etc. It's a little overwhelming for a ticketing system. If I had the time, it would be nice to create custom forms. But I also made a bunch of macros that were isolating only open tickets for a particular tech. It would be awesome if there were a way to insert some form of macro language in ConnectWise, like dialogue boxes that prompt. This is the kind of stuff I used to do. It's what we call "continuous process improvements."
Director of Business Development at FrontBlade Systems Inc.
Real User
Oct 26, 2021
It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient. The user-defined fields go to the user tables as opposed to, say, the opportunity table.
The inventory part of it needs improvement. The tracking inventory or the way it tracks the products is not very good. The support needs improvement; otherwise, it works well.
There definitely is a learning curve to it. It has its issues. You've constantly got to make sure you're saving everything. You have to refresh and save stuff all the time, to make sure that things are applied as needed, and also, you have got to have some patience when it comes to making changes to things. A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working. If anything, I would say when it comes to just their features and stuff that are available, sometimes, it just needs a simplified view or some sort of way to offer a simplified view for our customers. Sometimes it's just so much information available to the point where you don't even know where to look. It could be more user-friendly. Technical support could be better. You're kind of locked down when it comes to how the interface is laid out and what your branding and stuff look like. Increased customization is useful for us as well.
There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company. Also, I have seen some unreliability on some of the workflow rules where we have rules that are set to inspect our board every five minutes and move tickets that match certain criteria to different places. At times, these workflow rules just stop working for a few hours. Then, we end up having a bunch of tickets that start piling up that were supposed to be automated out. Also, integration with some of their other services could be improved so that the process is not as clunky as it is now.
Sometimes it is a little bit slow, which is the only complaint I have about it. If you're trying to do a mass update on tickets or anything like that, sometimes it takes a while to finish.
Junior Engineer at a tech services company with 11-50 employees
Real User
Mar 19, 2020
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.
ConnectWise PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.
Key features and benefits of ConnectWise PSA:
Help desk
Centralize your help desk with features that allow you to organize and...
The technical support of ConnectWise PSA is not very good.
ConnectWise PSA’s graphical interface is a little old. They could make it more refreshing.
The speed could be better, and the reporting could be a lot better.
ConnectWise Manage can improve by having more integration with different software and have the process simple. The integration with Microsoft Office could be better, it is not very easy.
Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience.
The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access. The product needs to enable all features on mobile devices, it would be a big step forward for the company. The solution is far more complicated than Salesforce and NetSuite, even Sugar CRM beats it in terms of usability and interface.
All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous. It needs to be a usable knowledge base. I know I could probably search our ticket base and find 800 tickets for customers with the same problem. And that's the whole idea. I was always an analyst evaluating trends. If we show the data to management, we can get them to focus on certain things and make problems disappear forever. Also, it's nearly impossible for visually impaired people to use the ConnectWise application because there are only two modes. There is a mobile mode that is optimized for the iPhone, and it doesn't change. You can't change the font size. It's quite limiting, but I've grown used to it. ConnectWise is really the only ticketing system that I've ever seen that ties into the money, like the billing, contacts, etc. It's a little overwhelming for a ticketing system. If I had the time, it would be nice to create custom forms. But I also made a bunch of macros that were isolating only open tickets for a particular tech. It would be awesome if there were a way to insert some form of macro language in ConnectWise, like dialogue boxes that prompt. This is the kind of stuff I used to do. It's what we call "continuous process improvements."
It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient. The user-defined fields go to the user tables as opposed to, say, the opportunity table.
The inventory part of it needs improvement. The tracking inventory or the way it tracks the products is not very good. The support needs improvement; otherwise, it works well.
The custom reporting needs to be improved. The initial setup can get complex.
There definitely is a learning curve to it. It has its issues. You've constantly got to make sure you're saving everything. You have to refresh and save stuff all the time, to make sure that things are applied as needed, and also, you have got to have some patience when it comes to making changes to things. A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working. If anything, I would say when it comes to just their features and stuff that are available, sometimes, it just needs a simplified view or some sort of way to offer a simplified view for our customers. Sometimes it's just so much information available to the point where you don't even know where to look. It could be more user-friendly. Technical support could be better. You're kind of locked down when it comes to how the interface is laid out and what your branding and stuff look like. Increased customization is useful for us as well.
There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company. Also, I have seen some unreliability on some of the workflow rules where we have rules that are set to inspect our board every five minutes and move tickets that match certain criteria to different places. At times, these workflow rules just stop working for a few hours. Then, we end up having a bunch of tickets that start piling up that were supposed to be automated out. Also, integration with some of their other services could be improved so that the process is not as clunky as it is now.
Sometimes it is a little bit slow, which is the only complaint I have about it. If you're trying to do a mass update on tickets or anything like that, sometimes it takes a while to finish.
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.
* The login issues with the cache always needing to be cleared. * Furthermore, the configurations tab needs to be condensed and not so long.