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Made for companies that sell, service, and support technology- from managed service providers and cloud service providers to managed print, VOIP, VARs.
SMB and Mid-Market Businesses
For someone who is familiar with most ticket systems this is one that I enjoy using the most. The ability to control multiple clients/departments, as well as being able to automate tickets is great.
Updates continue to break / loose our work rules and we continue to have to update/ reenter them. Can be very frustrating and time consuming.
We love how powerful of a help desk platform ConnectWise Manage is. It integrates well into our proprietary software, has a wonderful ticketing system, and has excellent customer support.
The biggest obstacle is the graphical interface which is not the most intuitive, since there are multiple hidden modules and for a novice user it can be difficult to manage the system.
Tracking customer assets and reminding you when renewals are due are awesome. The flexibility to run client and internal reports are very good.
Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using.
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.
Locked into an inferior product by a deceitful sales team.
This program is amazing and for a great price. It is easy to use and has everything integrated.
Poor mobile web support, there is no way to differentiate between staff and students, meaning you cannot create groups to place people in.
I love the ease of use and the tickets system. Cuustomer support is also great and quick on resloving any issues.
There are a few things that we needed to contact Genuity to understand how to use properly. Mainly this was due to our lack of understanding more than anything.
Easy to use, excellent customer support, constantly improving by adding new features, COST, ease of implementation.
They are helpful, and the service was easy to implement. I like that they listen to your suggestions, and if they get enough requests for it, add it in a future update.
Aleksandr: My name is Aleksandr, I'm the Chief Operations Officer at Made By WiFi, we are a company consisting of six employees, and I would rate ConnectWise a two out of five. So before starting Made By WiFi in 2017, I had worked for an IT firm that had used ConnectWise. We needed a program similar for our business, we realized that we know ConnectWise, so we just jumped in. We didn't really explore any other options, and because of the familiarity and the lack of onboarding required, that was the reason for our choice. So we chose ConnectWise because we needed a software where we can host our customer data, create tickets, track time, as well as integrate with Google Calendar. We were familiar with ConnectWise well enough to know that they did all of these relatively well. We knew that the onboarding was not going to take much time because of the familiarity in-house, and that was the main reasons driving our decision. ConnectWise was relatively easy for us to get started considering we had some experience beforehand, though I remember the first company I worked with where we used ConnectWise, it was a very difficult process. It required watching a lot of videos, learning whatever modules you had to learn within the program. I think it took several weeks, both of watching videos and working with their onboarding team to try to get the software set up specifically for the company and the way we'd like to use it. So if you're looking to explore ConnectWise, I would seriously look into what exactly you need for your company. ConnectWise is a very complex software, which can be bloated for some companies. Definitely consider your needs. Definitely look at what's a deal breaker and what's not. Consider the cost, the monthly cost of the services, as well as the length of time. I believe ConnectWise only does contracts, one year, two year, and you're not going to get out of those contracts if it doesn't work for you in a short period of time. So definitely consider all of your needs and exactly what you need for your company to function before selecting ConnectWise.
Prioritize real-user-identified key features according to your needs to find your best fit.
ConnectWise PSA
Top FeaturesGenuity IT Admin Suite
ConnectWise PSA
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Genuity IT Admin Suite
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