Over ConnectWise Manage
Helpdesk van ConnectWise Manage: Krachtig ticketingsysteem met gecentraliseerde communicatie en integratie met tools die je momenteel gebruikt.
Product is simply laid out and easy to use. I prefer the desktop version but we just went full web version which is fine too.
You have to navigate to strange places to find the info you need. The updates to the system often break other features and they are not quick to provide fixes.
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CRM for the Best in the Biz!
Opmerkingen: With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local market. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there. With a friendly (now giant) team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry. You've been with the rest, now get with the best.
ConnectWise Manage has enough features to essentially run your entire business out of! When it comes to tracking issues, maintaining inventory and documented details across many partners/clients/sites - this is THEE tool. Abundant resources to learn the tool exist including certification learning courses. (You're going to want to take them).
Interface has been ignored for a long time - its universally uglier than ALL of its competitors. This has been massively improved over the last year and continues to get better as it is finally a focus for them after the many recent developmental hurdles they need to address from the various M&A from the last 4 years. Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this.
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.
We primarily purchased Manage for its Ticket facility. It now integrates all of our departments, including finance, support, sales and procurement.
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.
Solid Sales Team With Abysmal Support
Opmerkingen: Horrible...sales team was excellent at promising the world, but implementation and support were terrible.
Cloud based, ticketing system was more user friendly than what we had
Implementation, support and security teams are incapable of understanding basic high security enterprise environments. Product was built to function one way and one way only, if your environment didn't conform to how they wanted it to run you had to make major security holes to implement. When partner care was contacted about terminating contract for the inability to deliver a secure product, they said "too bad, you signed the contract"
Easy to navigate; robust
As the name implies, ConnectWise connects EVERYTHING. Purchasing records can be tracked back from service tickets attached to configurations. There are plenty of places for pictures and other attachments. I love how comprehensive this software is.
The KB is very basic and not ideal for an MSP. Tier 1 support is often very unhelpful, and it takes a while to get to Tier 2 sometimes.
Connectwise Suite for MSP
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.
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
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.
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.
This is the ticketing platform you need
Opmerkingen: All our ticketing, service, project management, and sales cycle tasks are all managed from within ConnectWise now, with all our 200+ staff using this system we still have a very responsive system with a great interface that has interface components that have been customized to match some of the terms we use to describe our business processes.
It's super customizable, with a very extensible API and integration capabilities, allowing us to centralize so many of our systems and daily tasks into one platform.
Initial customization and training of staff has taken some time, but and some staff still have issues with managing Internal vs. External communications.
Opmerkingen: Great for managing help desk workflow and billing but we find that the reporting is sub-par
Many roads lead to Rome - there are multiple ways to accomplish what you need to get done. This is great but can also make it harder for a newbie to learn
The canned reporting is pretty poor and it is cumbersome to setup custom reports
Connect wise for small medium MSP
Central piece of software that integrates with other packages for support issues, quoting /procuring products and managing projects
At times very basic features aren't available and we are asked to list them as future features but they never get actioned.
Okay for the price
We are using ConnectWise Manage to manage out Help Desk (Support), Maintenance, and Project tickets within our organization of abour 200 end-users. I was not part of the selection & vetting process, so I cannot speak to that.
In day-to-day usage, the interface is okay once you learn it, but it takes some effort to teach new users how to use the software. The administrative & management of the software is broken up in a way that can be confusing as well. They have extensive training videos, but I would rather have something I can figure out without having to watch hours of videos to learn the software.
It is scalable in a technical sense since it is cloud based, and it is affordable compared to other solutions.
The UI in my opinion needs to be overhauled and could be much better and more user friendly.
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.
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.
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.
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.
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.
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,
In a world of okay tools, Manage is the best
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.
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.
Good Product, Deployment Can Take Some Work
Opmerkingen: We used a consultant to help us get going, which was a godsend. If you're looking at this product, get a consultant to help you through implementation. Also the chat support through ConnectWise is very good, so if you have questions that's the first place I would turn after looking through the University and forums.
Our company came onboard with Manage and Automate at the same time, so once we had the integration between them set up it made service tickets very easy to work. It's very customizable for however your business operates with support for the whole service lifecycle, from sales and quoting new customers all the way through to invoicing. We use it for an internal IT solution so that part isn't as important for us, but good to know it's there. Also the ConnectWise University has a lot of good material to help get you going, with training in nearly every aspect of the system.
There are so many things to set up in the beginning, depending on the complexity of your business it could take months before you're ready to go live. Also, because it's meant for MSPs there are a lot of things like on the financial side that we don't need for internal IT.
Connectwise gets the job done but could use a facelift
Opmerkingen: Overall it is a good platform and ecosystem. They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.
At the end of the day CW manage does what we need it to do. It's strong suits are ticketing, configuration tracking, and large of integrations. CW is one of the largest PSAs out there in the MSP world and they are stil here for a reason. Tight integration with their RMM automate is a big plus as well.
To me being a long time user I woudl like to see greater progress with updates and improving the user interface. CW from 10 years ago doesn't look much different than CW of today. While features trump usability at some point it starts to weigh you down. Especially when comparing to other platforms that seem to be up to speed with the modern age.
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.
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.
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.
Good Ticketing System for MSP and IT companies
Opmerkingen: I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company. Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind. I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users.
There are a lot of features on this platform that would be of interest to MSP's. The time entry, calendar ease, global search. Asset and configuration and contact addition is great.
One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets.
Best Product we ever adopted.
Opmerkingen: CW Manage really checked every box that we needed. We use it primarily for tracking service tickets. Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work. This product actually made us money.
Clearly this software was developed by people who do what we do. It actually demands you follow best practices in regards to workflow management around the tech services business. Also it can become the single pane of glass that everyone talks about.
The reporting function could be much better. There are some standard reports, and there is a report writer option, but it is not easy to get the report you want unless it happens to be one of the few canned ones. Was always surprised that the reporting is so weak compared to the rest of the funtions of the product that are so strong.
Opmerkingen: We are using this product to keep track of all our customers, their systems, software and the tickets assigned to those systems
We like Connectwise Manage because it is very detailed and allows us to keep notes on all of our customers - what we have done for them in the past and service tickets for everyone.
The Connectwise platform is very detailed so the learning curve can be very high when you are first starting out. Instead of importing our information, we just input everything.
Connectwise runs our operation
Opmerkingen: ConnectWise Manage works very well for our business. We have invested in most of the components and integrations that we can get to properly manage our teams and out clients. Overall it is a good system for managing an IT service and support operation
We use Connectwise Manage to run all of the aspect of our daily operations. Its ticket and issue management functionalities work very well for an IT service and support organization and they have thought of many of the challenges that we encounter every day
Reporting from ConnectWise can be challenging. The canned reported often lack some piece of information that we would like and they are not formatted properly to download and manipulate in Excel. We complement this using custom data sets in BrightGauge and create reports and download from there but it is time consuming and resource intensive to create these with the limited knowledge of the database that we have.
Opmerkingen: The support is really good, which is important as sometimes the settings are hard to get right. I wish they had had better advice on the setup between Connectwise and Quickbooks as it took a while to get things flowing correctly.
There are a lot of built-in features. It is good for being able to share information between departments. However, there are so many different features, it can be overwhelming for new employees when they first start. It seems to take people a while to really get the hang of it. It is nice having sales being able to see the same invoices as accounting, which saves time of having to send them to them when they have questions.
The reporting features. While they have a report writer, it is quite difficult to use. It is also chronically slow to load. The second thing is it also seems like in the last year I've had more of my tabs lock up in all areas.
Incredibly vast array of useful integrated tools.
Opmerkingen: Extremely powerful top notch CRM tool that can really take a business to a new level.
This software is very powerful and a great all in one tool for managing marketing, contracts, customer service, and all other sales functions. It's pretty impressive just how many functions you have access to within the software the can really take an organization to the next level operationally if it's used properly.
The user interface isn't the most intuitive and it took me a lot of tinkering to really get the hang of it. I still am probably missing out on a lot of useful functionality within the software that I do no not currently know how to use.
4 jaar geleden
Hello Colin Waters, Thank you for your review. We are pleased to hear that you are happy with our product. Additionally, we understand your challenge of understanding all of the functionality and hope that that you are able to utilize the whole system soon. As a reminder, we do offer ConnectWise University and several other resources that may be helpful to you in your research. We look forward to growing our partnership with you and let us know if there is anything that we can do to help!
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.
Tons of features, regular updates, and improvements multiple times per year.
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
5 jaar geleden
Hi Sean, thanks for taking the time to write this thorough review. We are pleased to hear you love ConnectWise. We also greatly value your feedback regarding our support and limitations. It will be passed on to the appropriate departments.
Good software with great support. Somewhat complex to manage
Opmerkingen: Whilst it is still a work in progress, we are definitely using ConnectWise to improve our business processes and effectiveness.
Having software that enables us to run our business end to end is a great benefit, rather than having to use separate systems. Workflows are incredibly powerful for taking out the human error factor, and for ensuring people do the right thing. This improves the quality of work. ConnectWise support has always been great for me, with helpful, quick responses
Ongoing management and finding your way round the back end is quite difficult, although not too bad when you get the hang of it. Releases often don't seem to be tested well enough and often cause additional issues.
Has been a solid product from many years
Opmerkingen: Organization and follow up via the closed loop methodology really allowed us to move our service delivery forward and service our clients more efficiently.
It changed my business. Thanks to the organization the software provided, I was able to build the business to the point at which we sold 5 years ago and I'm now working at another small business which is building up its Managed Services practice.
The lack of feature enhancements the last few years is noted. Since the sale of CW to Toma Bravo I don't believe the software has been moving forward by any other means other than acquisition in a meaningful way.