ConnectWise PSA reviews

Long time ConnectWise user still loves ConnectWise

Opmerkingen: I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate. Connectwise will try to sell you, quosal, connectwise, labtech. Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks. I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.

Pluspunten:

Mobile iPhone app is A W E S O M E !!! Your clients can use the customer portal Constant Updates Feature request bidding system. 24 hour support online training videos Application blueprints, telling you which modules interact with other modules. Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it. QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs. Mark invoices as paid in QuickBooks and sync to ConnectWise. They are the biggest, so they integrate with everybody. Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.

Minpunten:

It can be overwhelming for small companies The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly) If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out. Each user needs their own account. don't buy the on-premise edition, you won't be able to keep up with the updates. They update so frequently I have to update my QuoteWerks frequently,

A great solution to combine all the needs of an MSP

Opmerkingen: We signed up with Manage over 12 years ago and have never looked back. It is constantly being improved, it links our RMM tool with the CRM capabilities and provides all of our staff with their base Software to be running day in, day out.

Pluspunten:

We primarily purchased Manage for its Ticket facility. It now integrates all of our departments, including finance, support, sales and procurement.

Minpunten:

Most of the gripes over the years, have been resolved to be honest, though regular updates. In terms of pricing, it's not the cheapest out there. But it does the job well. I guess the support has been better in the past. More often that not now, if you get a problem, it's rarely a quick fix. It has to get escalated etc.

Why I like ConnectWise PSA over the rest

Pluspunten:

I like their Desktop Client, which I don't see in AutoTask. It's made my life easier a lot of times. Even if you hit the refresh button accidentally, the ticket note's start time won't reset.Though we think it is great when everything can be accessed over a web browser, it isn't always true.

Minpunten:

The lack or notifications feature when you have an update to a ticket.

Our ConnectWise Experience

Opmerkingen: In 2007, we started as a computer repair shop and evolved into an MSP with 20 technicians. This year, I made a regrettable decision: we transitioned our entire tech stack to ConnectWise, moving away from Autotask, N-able, and Zomentum. Since then, we've invested over a thousand man-hours just trying to get the system functional.We took an objective approach, documenting ConnectWise's limitations, missing features, and bugs. Our conclusion: it's a step backward from the tools we used before. Details available upon request, as we're not sharing the document publicly due to legal reasons.To make matters worse, we're in a three-year contract with little flexibility from ConnectWise to find a solution. We're even considering paying for the software without using it. If you're contemplating a switch, I implore you to learn from our mistakes. Our experience can hopefully help others make more informed choices.

Pluspunten:

- The ability to easily create recurring service tickets

Minpunten:

-Workflows run on a 10-minute timer rather than constantly-Ticket templates can only be applied after creating tickets-Opportunity templates don’t exist-No way to standardize note creation that impact status and email CC-No way to standardize time entry creation using templates that impact status and email CC-Client’s e-mail address does not appear on opportunities-No way to add in-line pictures to opportunities. Only downloadable attachments-No way to add multiple resources to an opportunity’s activities-No standard approval function for approve and post process-No notify resource option for individual notes-No way to edit schedule entry descriptions-No way to add multiple tickets to a service call-No way to bookmark or favorite a client-No way to edit items added by exchange-No way to view a 5-day work week on the calendar-No way to add opportunity pods-Ticket automation regarding changing boards doesn’t allow for simply changing boards and keeping other settings on the ticket, such as status and work type-Services and products do not group under one invoice without creating an additonal invoice-To give a discount you must create a line item specifically for this.-Default billable rates changes when board changes-Can’t add more teams to the Dispatch Calendar list. (known issue)-Agreements and time/tickets can’t be invoiced together-No support for browser based predictive textNo characters for the additional 40 items on my list.

Excellent!

Opmerkingen: Excellent. Moving our Finance Dept to CW was one of our most important decisions.

Pluspunten:

All our company in one single Tool. From Service to Finance. All the agreements, all the invoices. What is not in CW it does not exist.

Minpunten:

Sometimes it's realy complex to use and understand. But once you get used to ALL the things it has, it's a must have tool.

Connectwise Suite for MSP

Pluspunten:

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.

Minpunten:

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.

Complete solution but slow as molasses

Pluspunten:

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.

Minpunten:

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.

Room for improvement but a great integrated solution for multifaceted businesses

Pluspunten:

Tickets, projects and CRM are all integrated.

Minpunten:

There are some issues with latency and ability to use product services when updates have been released. There tends to be a period of issues after new features are rolled out. There additionally seems to be periods of slow connectivity towards the end of the month, which as part of the sales team can prove difficult.

The market leader for a reason - but it has it's flaws

Pluspunten:

Good integration between various products mean it's a bit of a one stop shop

Minpunten:

It's clunky and not very intuitive, the fact it does a lot means it doesn't necessarily mean it does any one thing really, really well.

CSM for an MSP in RI

Opmerkingen: I think that there are moments where this tool is extremely easy - the way to look up company finance, the way you look at tickets - this system reminds me of FOSSE and salesforce is the OPERA of PSA

Pluspunten:

I really enjoy the ticketing system and how you can bundle related tickets together, and how easy it is to unbundle in case it was a mistake.

Minpunten:

I do not like the reporting features - I think that salesforce has a lot better reporting

ConnectWise PSA

Opmerkingen: I would highly recommend IT firms looking to improve their internal efficiency and client support look at CW for a PSA tool. The software is stable, support is great, and updates arrive quickly. Access to your data can be gained through any web browser, iphone / droid apps, or through the native .net application. Many vendors are writing to the CW API allowing for real-time data integration from products such as backup solutions, spam and virus filtering, firewall statistics and even sales opportunities. CW integrates with MANY RMM solutions providing even greater management capabilities. The biggest benefit is by far the great and active ConnectWise community. We are very involved with the ConnectWise users group on a quarterly basis and we attend the partner summit (ITNation) annually. If you are only looking for PSA software, ConnectWise can fulfill that need. If you're looking for a great community of business peers, ConnectWise will bring an even greater ROI.

Pluspunten:

We've used ConnectWise since 2007, and over the years, the product has seen a multitude of feature improvements and enhancements. For an IT consulting firm looking to track client agreement invoicing, service level agreements, employee productivity, sales opportunities, marketing campaignment management, or inventory and purchasing, ConnectWise can do it with flying colors. From a client perspective, ConnectWise makes it easy for end users to submit service requests as well as get the status of said requests. An integrated web portal for clients allows the review of hardware and software assets, service request approvals, and invoice reviews. Additionally, for our larger clients, we've been able to extend service capabilities to in-house IT providers while hosting them through our installation. Due to the great support, active community, and rapid development, I can't imagine running my business without ConnectWise. While the software is great, the community is even better.

Minpunten:

I ranked Ease of Implementation as 3 stars. Keep in mind that we implemented CW in 2007, so much of the onboarding may be different today. Given the capabilities of the software, some pain should be anticipated and expected as you learn how to utilize the software. Additionally, setting up the integration between ConnectWise and other 3rd party apps can take some time. With most applications, you setup 1 or 2 API accounts, grant access, and test the integration. Some integration takes more time. One example is the integration for QuickBooks. To really get the accounting side setup, expect to spend some time and money working with a qualified accountant (if you don't have one on staff) to ensure all data is passing through and classified correctly. Even with the cons of setup, the ConnectWise University is very well done. Video tutorials are available on almost any aspect of management, and step-by-step checklists are available for just about any multi-step process.

In a world of okay tools, Manage is the best

Pluspunten:

As an integrated PSA / Billing System / Ticketing System it functions great. In comparison to the other products in it's space it's light years beyond in functionality and usage.

Minpunten:

ConnectWise support and account management leaves a lot to be desired, though there recently have been noticeable improvements and if they continue on this path they'll be a world class company once again. Manage really lacks at: CRM/Sales and a few other items. Dashboards require a third party add-on. It's base functionality is decent but everything else is a pay for me option.

Eerder overwogen alternatieven: Tigerpaw Software

Redenen om voor ConnectWise PSA te kiezen: 2014

Overgestapt van: Freshdesk en Autotask PSA

Connectwise Manage is a powerful product that is a core piece of our operations

Opmerkingen: Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved. Like with any application that has so many roles and spans multiple departments, there are always some aspects that don't line up exactly with our existing business practices, but the application has a lot of built-in flexibility so there is almost always a way to get it aligned to our needs. On the occasions where it's not possible, the community is strong and the Connectwise dev team seems to generally listen and accept input from partners, even if execution of some of those feature requests may be slow at times.

Pluspunten:

The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.

Minpunten:

Some of the (relatively) newer features and modules, Change Management for example, are not as intuitive as the older modules. The inclusion of more features and functionality is welcome and necessary, and sometimes is going to involve a learning curve, but Connectwise could make these features easier to use and implement for better adoption.

As a CRM/Marketing tool it still needs work

Opmerkingen: As an overall end to end PSA, ticketing, time/expense tracking, and CRM sales activities tool it provides some very good features needed to operate a service and support organization. From a functionality standpoint on just the CRM/marketing tools (which I use exclusively) there are some glaring weaknesses. Importing and de-duplicating contacts is still a problem. A lack of mass maintenance features makes quick data updates cumbersome and time consuming. Developing marketing lists and adding group members is a pain that could be easily solved and after 4 years of use I've seen no progress that front. Even with the new Campaign Director tool woven in, other drip marketing tools are far easier to use. There's still a long way to go but for our organization there are some must have features. I would just like to see vast improvements on the sales/marketing front.

Pluspunten:

End to end complete organizational tool that spans ticketing, sales, projects, time and expense. Fairly comprehensive and easy to use.

Minpunten:

Sales and marketing functionality is severely lacking when it comes to running and managing marketing and sales campaign efforts.

Great PSA product

Opmerkingen: Very good

Pluspunten:

Does everything our practice needs from sales to invoicing to run the business

Minpunten:

Issue management requires a lot of customization, could be made easier to automate

Eerder overwogen alternatieven: Autotask PSA

Redenen om voor ConnectWise PSA te kiezen: Connectwise was a more featurfull product and less expensive.

Redenen om over te stappen op ConnectWise PSA: We liked Connectwise PSA better.

ConnectWise Manage for and MSP/Consulting Company

Pluspunten:

ConnectWise allows for a lot of customizations, works well across multiple platforms, offers a SAAS based model, has a lot of modules to utilize. Good for you beginning MSP looking for an advanced ticketing system with some bells and whistles.

Minpunten:

Support is very lacking with next to no off hours support and they try to bill you for a training project at every turn. The SAAS solution runs well until you try and utilize report writers or anything that is customized (i.e. Customer invoice formats) and then becomes extreamly slow. After you move to the Mid sized market you will find this very hard to grow or expand wth your business. And anything you want assistance will will cost you over 200 per hour to reconfigure your system.

My experience recently has been terrible

Opmerkingen: I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force.

Pluspunten:

What I like most about this software is its Service Board ticketing system and that they have a variety of third party integrator that work with the software. It has a lot of bells and whistles to customize what you need to run the service desk team

Minpunten:

What I like lease about the software is that it is not reliable. The email connector is inconsistently working which also means I don't know when tickets are not going through the system and potentially not helping a customer and losing a customer. Another area that it is week is its CRM , our sales team is looking go to sales force. Its not mobile user friendly.

It takes time to get used to it

Pluspunten:

As much as I hated this ticketing system, it's come to grow on me. This system is robust. It's really hard to implement if you are coming from your own systems. Once you customize it gets a bit easier. Also it's super important to establish workflows for techs. Otherwise it's really difficult to navigate. However i have gotten used now seeing my calendar with time overlays which helps keep me on track. The calendar for me is my favorite part to be it's central for working because it allows you to work the rest of the portal.

Minpunten:

I came off of TeamSupport which had the ability to insert Rich Text into tickets which made my visual way of working much Easier. Connectwise does not have the ability to do that. It's super clunky and makes it painful to attach screenshots. I also wish the global search feature was much better.

Its a good piece of software but its clunky

Pluspunten:

It has a lot of options and can do a lot of different things. Its open source so it can be modified with a good programmer to fit individual businesses needs.

Minpunten:

Its very clunky and hard to learn and navigate. There's many sub menu's and sub tabs for every high level tab and it can be difficult to find everything you want quickly and easily.

InfoCloud

Opmerkingen: Fairly good

Pluspunten:

Feature Set Integration/API’s Strong community support

Minpunten:

Inconsistent Support No phone support Bugs

Eerder overwogen alternatieven: Autotask PSA

Redenen om over te stappen op ConnectWise PSA: Reputation

Defacto PSA

Pluspunten:

Pretty much the defact IT PSA. Allows inventory and integration into various 3rd party utilities to provide a central location for storing all your documentation and configuration information. Built in invoicing, billing and sales functionality makes this a fully integrated piece of software.

Minpunten:

Because of the amount of data stored in the database finding specific pieces are very difficult if you dont know exactly what you are looking for, searching for something can be extremely difficult (which is why third party software vendors have come up with their solutions that ties into this product that make this easier)

Very good PSA software with mediocre support and subpar performance

Opmerkingen: We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor. The timeliness of their support is also very lacking routinely taking days to ask for information included with the original ticket.

Pluspunten:

Tons of features, regular updates, and improvements multiple times per year.

Minpunten:

Performance is horrible Support is poor Used car like sales experience There are arbitrary limitations to what can be done through the interface and API. The data is there but you cannot automate or take action on it without manual intervention. Requires third party software to get meaningful performance metrics

ConnectWise Manage, splendid tool with multiple uses.

Opmerkingen: Currently we provide support services and project management, monitoring our clients' cases and the tool works correctly, every day we learn to configure and adapt it for our organization. You can try to acquire it, you will have a great experience.

Pluspunten:

CW Manage inmediately catches you with the various tasks you can perform and how you can configure it, from entering it in the sales area, marketing, support services, project, management, among others.

Minpunten:

Each update delays its entry but its service is sustainable, but for some it turns out to be a complex system that ends up abandonning it to be able to work in which you must have experience.

This CRM is very easy to navigate, and user friendly.

Opmerkingen: Organization, and easy communication with the Teams we work with.

Pluspunten:

After customizing fields, statuses and boards, this CRM is very easy to navigate. Adjusting the view to whichever I prefer is great too!

Minpunten:

I don't care for the difficult process in which to make a company inactive, or remove a user. Also, changing old templates and status boards. It would be ideal to be able to edit them, rather than having to create new ones. It is a hassle having to update old tickets with the new status or board. It would be great to be able to remove a resource from a ticket using the Actions tab on the service board list.

ConnectWise Manage

Opmerkingen: Connectwise provides a level of customer service that you just can't find anywhere else. It is super easy to get a hold of them and 9/10 times they have the exact answer you are looking for.

Pluspunten:

ConnectWise Manage is by far my favorite IT ticking software out there currently. It has helped provide much higher levels of accountability within the IT department and it constantly receiving great new features.

Minpunten:

The implementation period takes a long time but it is very understandable once you get into it as they have a lot more to offer compared to other helpdesk systems.