ConnectWise PSA reviews

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.

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.

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.

One of the things I liked most about ConnectWise PSA was its comprehensive set of features and functionalities. The platform offered a wide range of tools for project management, ticketing, time tracking, and resource allocation. This holistic approach allowed me to centralize my business operations and efficiently manage projects from start to finish. The customizable dashboards and reporting capabilities provided valuable insights into key performance metrics, enabling me to make data-driven decisions. Additionally, the integration with other ConnectWise products created a seamless workflow and enhanced overall productivity.

While ConnectWise PSA had numerous positive aspects, one thing I liked least was the learning curve associated with its implementation. Due to the platform's extensive features and functionalities, it took some time to fully grasp and utilize its capabilities effectively. The initial setup and configuration process required careful attention to detail and adequate training. Furthermore, occasional system performance issues and the need for regular software updates and maintenance were minor inconveniences that could have been improved.

There is a learning curve, mainly due to how much the software can do. That does mean it can be a little complex at times, but at the same time makes it extremely powerful and flexible to fit our needs. We are able to manage tickets across our client base, including project tickets. We can create and edit configurations and attach them to the tickets (example: a server or printer), and then go back and track down ongoing/consistent issues with specific pieces of hardware or software easily. Outlook calendar integration is nice (when it works as expected). We can send out mass email communications to our client base on demand. We utilize this software in so many ways, it can be daunting to a newcomer.

There is a more recent track record of updates breaking crucial things, such as Outlook calendar integration. Our on-prem instance (not cloud) of CW Manage ceased to function some months ago due to an Amazon Web Services outage, which should not have been an issue with an on-prem server instance. Level 1 support can be laughably bad at times. The company seems to be making a serious effort to improve on these things, but they still appear to have a ways to go until they are at that point of having a consistent and stable product (especially when updates are involved).

It does an adequate job of managing tickets, although the product remains tired and dated in how it looks and operates.

It's slow, it's clunky, it's busy, it's tired, it's trying to be so many things that it's hardly good at the most important things.

ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.

It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale.
If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months.
ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.

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.

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.

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.

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.