ConnectWise Manage

4 / 5 57 reviews

Who Uses This Software?

Made for companies that sell, service, and support technology- from managed service providers and cloud service providers to managed print, VOIP, VARs.


Average Ratings

57 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • ConnectWise
  • www.connectwise.com
  • Founded 1982
  • United States

About ConnectWise Manage

Building and managing a successful technology business is exciting and rewarding but also daunting. With the right tools you can accomplish more and stress less. See how ConnectWise Manage can help you gain a 360 degree view of your business and start reaping the benefits of improved cash flow, increased profitability and much more. View your demo!


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ConnectWise Manage Features

  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring

ConnectWise Manage Reviews Recently Reviewed!

Worst support ever.

Nov 15, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Its a good package with no support to speak of. Once you sign the 36 months contract on your own. So sad. Its a mistake to sign up.

Cons: Zero customer support. Large on going fees. Long contracts that they don't support other than taking your money. Its been the worst decision I have made for my business.

173f8777a57ba488133bc9d25fc0a885

Functional ticketing system for help desks, lacking on the project front

Oct 05, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: The ticketing system for help desks is easy to use and very robust. It makes for easy ticket entry by both clients and staff. Easy search functionality to use and create a knowledge base of tickets as well.

Cons: The project piece is very lacking. Dealing with Flat rate and time and materials projects in tandem makes trying to keep things on track difficult and it needs to have a gnatt chart based on billable time not just scheduled time. It also needs a way to track an overview of all projects time vs budget as well as timeline.

Lots of Features, Awful UI/UX, But it's still the best in the MSP space

Sep 01, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
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Pros: Complete ERP, with lots of integration. Specific for the MSP industry. Connectwise is also very community driven, so that helps a lot with learning to leverage the software better.

Cons: UI/UX is outdated and difficult to navigate. Innovation is clearly not a priority of the company, much more about slowing rolling updates, and draining clients for money. They know they're the best and take advantage of not having to innovate fast. Lots of gaps in the software that are not difficult to close.

Overall, Manage has been a great product over the last 7 years.

Sep 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I really like that the software is web based, which helps a a lot with installation and maintenance of the software. It has robust modules and workflows which help make sure that we don't miss tickets and SLA's and it pretty configurable.

Cons: Customer portal is terrible and needs work. Consistent updates are nice, but seems like every major upgrade breaks something with accounting.

Painful

Aug 14, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality

Comments: Don't use it.

Pros: Time tracking is very straight forward and easy but this is the only feature in the product that is.

Cons: Invoicing process is not intuitive, there are several steps to complete in the process which are very time consuming, and is a difficult process.

Anyone starting an MSP or looking to take their current one to the next level should look no further

Aug 10, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: It's really hard to pinpoint my most liked feature (as it does so many things right) but I believe the helpdesk ticketing system is where the most magic happens. From its automated workflows to its email integration, it just works, and works well!

Cons: The learning curves is steep and its not really all that intuitive once you first are learning the software. That said, once you do gain a fundamental understanding of the system you do find its quite powerful.

Good platform however support need to be support by phone or email or chat.

Jul 12, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: very robust and many integrated features. Coupled with automate and other packages is a great overall value for MSP's. Easy to use and implement for the most part. A wide variety of automation available in billing and agreements.

Cons: Support is lacking as phone support is not there and most of the time if you email or chat they want to point you to a website. I pay a subscription I expect support to assist me with the problem until it is resolved. Phone support for those emergencies is what I expect from subscription based software but is not an option with CW. BIG NO NO!

Overall: Streamlined and helped us with workflow and proficiency.

Easy to use, annoying remote capabilities

Jul 11, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very easy to use software with a simple online interface. The setup for the software wasn't that bad as well.

Cons: I would say the worst part about this software would be if your client has a duel screen monitor. It comes up as one window showing both monitors and there's no way to split them off into two windows or make them fit my screen very well. Interface with Mac users is also difficult. The mouse doesn't follow correctly when attempting to interact with their screen.

Overall: Benefits are the remote capabilities that it allows me to see everyone who is online, logged into that particular computer as well as if they're currently active making it very easy to take over that computer if something needs to be done without interrupting work flow.

A great central system for any business.

Jul 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The way the program is built allows every facet of our company to be run through this software. This allows us to track everything from a centralised point and also use the phrase "if it's not in ConnectWise, it doesn't exist"

Cons: Support is often slow and deflective when it comes to requests on best practice or ways to achieve a specific task. The software is a bit clunky and sometimes feels like a number of movies are bolt on that are tied in with a price of thread rather than being fully integrated

Overall: Central point for all information, reporting, utilisation and employee management.

Defacto PSA

Jul 11, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: 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.

Cons: 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)

The product does a good job of bringing contract management, inventory and procurement, and time man

Jul 11, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The massive ecosystem of partners that integrate with the platform. Wherever the platform isn't as good, someone has written a competent that fits in seamlessly.

Cons: Not so much a software issue, but with any big implementation the most value will be gotten out of integrating your business processes and people fully with the product as soon as you can. This is much, much harder than it sounds.

Overall: Full business management platform for an MSP.

The ball drops are horrifying and poorly publicized.

Jul 11, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Cons: Support and workflows top level view; and survey field character minimums limit. Why in god's name would you enforce something like this?

Connectwise Manage is the best all suite I've ever used in my twenty plus years of IT!

Jul 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: All my business is in one place. I don't have to move between disparate applications or manage bulky excel spreadsheets. Everything I need is there. Integrations are simple and straight forward. Support is the best I've ever experienced in all my years in the IT industry.

Cons: I have not been able to learn all of it in two years of using it. still learning more every day. University is a great resource and of course I can always lean on the community forums and support.

Overall: Manage more IT business with less resources! Great value!

Best for MSPs

Jun 22, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great functions that work in all departments. From Marketing, Sales, all the way down to the service we provide to our customers and reporting back on it.

Cons: It has a larger learning curve that many users are not willing to adapt to. Without proper training it is useless.

ConnectWise - Great tool but is it the

May 18, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: At the end of the day, there isn't really anything "better" out there yet. Competitors are trying very hard to take the good of ConnectWise, and eliminate the pitfalls that it has. Some are getting very close, I hope this drives ConnectWise to make some major changes in the very near future because we really do not want to have to change.

Pros: It is a great piece of software for managing, tracking, and reporting on tickets in a service environment. It does take a great deal of work to get configured, but if you put in the time it is a fantastic tool

Cons: Reporting tools are cumbersome and not very easy to customize. Integration with remote monitoring tools is also becoming more and more limited, especially with purchase and merger of LabTech. Which has a very large footprint on end user's endpoints. There is also a lack of integration when it comes to accounting software, it is really Quickbooks or nothing at this point.

Excellent investment

May 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of deployment & technical assistance to get up and running quickly. Enabled the company to take a organized approach to managing customers.

Cons: Remote mobility app - lacks some key features that the main application has that are critical to ease of use.

Product works well, but development tends to cause more problems than help.

May 16, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Pros: Easy to use. Powerful platform to manage all of our customer interactions. Integrates well with most of the key applications we use daily.

Cons: Each new release introduces new bugs in existing features that worked previously. Working with support is great, but many items get pushed to development and take months to resolve.

Great for MSPs

May 16, 2017
5/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Complete solution for Managed Service Providers. Great product for tracking your billable time and help desk tickets. Also includes great escalation functions.

Cons: It does take several days of training to master certain sections. I takes several weeks for implementation to work through the workflows.

good software

Apr 17, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It does everything, even a good CMS

Cons: not intuitive enough, too hard to use in several places. Cell phone client could be better

Overall: been a customer since 2008. Recent upgrades make the software easier to use and the new layout is much cleaner

ConnectWise in Outsourced IT Model

Apr 12, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We have used ConnectWise for the past 3 years for both internal support and as the Ticketing platform for over 25 Managed IT Services clients. The product has been reliable and the features/functionality have been rich enough to support our commercial and municipal clients. The integration with LabTech enables our technical staff to provide efficient proactive remote support for end users regardless of their location. Support ticket tracking is essential for accurate and timely support delivery. ConnectWise tracking allows us to develop and adhere to Service Level Agreements with our outsourced clients. The metrics from this information helps drive the conversation about additional staffing or services when it is needed. Opportunity tracking, sales and CRM are well integrated and used extensively. The project management tools are limited but the ability to track activity by ticket and phase makes up for any shortcomings.

Pros: The integration of ticketing with the service delivery steps of a project provide a great way to show progress and issues within a complex project.

Cons: I would like to see a more robust reporting toolset to build the complex SLA reporting required for our government clients.

ConnectWise PSA

Apr 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Targeted for Managed Service Providers.

Cons: Not intuitive to configure for needs.

Overall: Seems to be a flexible tool for managing a MSP business. It has been challenging to develop proper business processes and configuring the tool to work as we need.

Recommendations to other buyers: Pay for professional services to perform initial setup and configuration.

ConnectWise PSA

Apr 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: We use ConnectWise (CW) throughout the company and generally find it an excellent tool.
Almost all of our external tools are integrated through CW and this enable a central point of collection for clients being billed for various services without us having to continuously check that the system has been updated prior to billing.

Vendor Response

by ConnectWise on April 13, 2017

Thanks for taking the time to provide your feedback!

high ranking CSM

Feb 21, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Pros: chat option

Cons: projects are clunky

Overall: good software. some parts are a little clunky but over all the best I have used. the chat option is very good to have as well.

Recommendations to other buyers: n/a

Vendor Response

by ConnectWise on February 23, 2017

Hi Jason. Thanks for the valuable feedback about ConnectWise. We are so pleased to hear that it is the best that you have used.

Software that we rely on

Feb 21, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Depth and width is extensive

Cons: Depth and width is extensive

Overall: Connectwise Manage is a highly complex PSA tool that my company relies on to survive. This is not your average piece of software. It is way deeper. The online training is excellent although behind on using the current version. Our only issue is the gui keeps changing not in a bad sense but the switch from words to icons or changing icons that sometimes don't make sense makes it hard to figure out sometimes.

Recommendations to other buyers: If you need to optimize your engineers time and maximize your billing of time. Plus keep your clients happy with a great constant contact of where things are at. This tool is what you need. Nothing else will come close.

Vendor Response

by ConnectWise on February 23, 2017

Thanks for the feedback, John. We are so pleased to hear that you are a proud partner of ConnectWise. We appreciate your honest feedback.

Very good PSA software with mediocre support and subpar performance

Feb 02, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Tons of features, regular updates, and improvements multiple times per year.

Cons: 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

Overall: 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.

Recommendations to other buyers: Invest and plan for extra time on the initial setup and configuration of the software. It will pay off in the long term.

Vendor Response

by ConnectWise on February 13, 2017

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.

Outstanding platform

Feb 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Can be a little overwhelming when you first get started, but would not trade the platform for anything. Would definitely purchase again!

Vendor Response

by ConnectWise on February 13, 2017

Hi Chris, thanks for taking the time to write this glowing review! We are so pleased to hear that you are a happy partner of ConnectWise! We understand that it can be a little overwhelming at first. Please don't hesitate to reach out if we can assist in any way.

Easy to use

Jan 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love how Connectwise is always updating their software, adding new items and making it friendly for the users.

Overall: Using Connectwise makes it much easier to keep track of my engineers.
Instead of having to ask everyone in the office where my employees' are I am able to tell by jut a click of a button on the dispatch portal.

As a CRM/Marketing tool it still needs work

Nov 02, 2016
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: End to end complete organizational tool that spans ticketing, sales, projects, time and expense. Fairly comprehensive and easy to use.

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

Overall: 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.

Recommendations to other buyers: Improve on some very basic functionality that would make campaigning easier within ConnectWise.

Good product, Good support

Oct 26, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
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Pros: Fairly easy to configure and use.

Cons: Too many clicks sometimes for the engineers that have

Overall: After 3 years with the product, we know it fairly well. Sales Management and support have been very responsive.

Keep it up CW!

Oct 26, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: We've been using Connectwise for almost 2 years now. It's been great to see the new updates come through, especially the new layout. The new features allow for more efficient use of time. Keep it up!

Huge bang for the buck

Oct 26, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Connectwise enables all facets of our business to be on the same page, streamline, and automate. The ability to integrate easily with other services make this a no brainer since if it isn't in ConnectWise, it can easily be added. While the tool itself can be complicated to learn, that is a result of the depth of the abilities inside of the tool. Support is top notch and responds quickly and the community that developed around this product is spectacular. I would recommend this to anyone looking for a tool to manage their service centric business.

ConnectWise Will Help Your Business Grow

Oct 26, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have used ConnectWise for years and help other companies optimize their work flows and processes to save time, automate and grow their businesses. We use ConnectWise in our day to day operations and love its ease of use. Having everything in one business tool makes it easier to manage daily functions, especially when they are all right there, at your fingertips. Our company also participates in the Beta program and the PIN program which allows us to provide valuable insight and input to the ConnectWise development team.

ConnectWise changing the way we do things

Oct 26, 2016
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: ConnectWise not only helps report but helps improve your process. Always showing us the steps that need to be taken to properly document and record any service or purchase.

Connectwise CRM Review

Jul 22, 2016
4/5
Overall
3 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The best thing about connectwise is that it incorporates almost every single aspect of the organization and provides an organized way of tracking significant information. It is particularly great for those companies that do things on an hourly basis and a manged services type of set up. Connect Wise puts in place an excellent way of implementing processes and systems for a small-midsized organization. It just needs to be learned and used correctly. The fact that they do indeed have a team devoted to helping the enduser customer is excellent. The person who is responsible for the software inhouse has the most important role of whether or not it works as productively as it can. CW can have positive changes on sales, operations and account management if DONE RIGHT.

Cons: Connectwise is definitely a tough product to learn and utilize at first. There are many features to the software and it could take months of practice to be effective with it. They do have people that work for the company who specialize in training users on how to effectively use it. If used correctly, it can potentially improve the business significantly.

Recommendations to other buyers: I would say to wait until you understand the software and how it works as well as how it effects the business. Does it increase productivity? Who uses it? What departments use it most and for what reasons etc. These are some of the questions you want to be able to answer prior to evaluation.

Risk and Reward

Jul 12, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Fast and accurate support, wide range of customizability, and continual updates to improve the product

Cons: complex and easy to lose track of customizations and how they interact

Recommendations to other buyers: Take your time when evaluating it and truly understand it - quickstarts are good, but only guides. You need a firm dedication to the tool and at least 1 or 2 skilled experts on the tool to optimize it for your company.

Long time ConnectWise user still loves ConnectWise

Jun 29, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: 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.

Pros: 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.

Cons: 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,

ALL IN

Feb 14, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: In the last 5 years we have jumped All In with ConnectWise, LabTech, Quosal and several of their 3rd party products. Let me just say that it was one of the best business decisions we have ever made. I should mention that it was not always easy and there were issues along the way but ConnectWise & LabTech have had growing pains along the way, but we have not had any support related issues recently.

ConnectWise helps my business run smoothly

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been on ConnectWise for almost 8 years now. Overall we are very happy with the solution. Are they perfect? No. But neither is Microsoft. Connectwise is great at listening to their users though. And they get my business. It's not just a product for us, its a lifestyle. and by that i meant that they are integral to the way we support our clients - from initial contact to invoicing and collections.

Better decisions

Feb 11, 2015
2/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: Madelyn Newman, you asked for this review so I am recording it. I have kept quiet for many years. I now place responsibility on CW for everything from bathroom leaks, global warming, fleas, pot holes in the bay area to declining revenues for service businesses.

My (now) 39 year old IT company was part of an early CW group of partners and support from CW has always been abysmal. Arrogance prevents effective response. This may have improved but we are no longer a CW partner, since support for the crucial element of our business is imperative, and CW does not seem to understand partnership support.

I believe that CW was developed for the owners¿ particular (VAR?) business, all nuances of ¿particular¿ included. There is a multitude of extraneous stuff in the software that one could never figure out with what to do, and often confounds one¿s efforts to do the right thing. Navigation in CW requires excessive key strokes if one even could decipher where to stroke!

I have colleagues and friends in the industry that continue to suffer CW¿s practices, many because they don¿t know what else to do, some newbies that believe the hype and blame themselves for the discombobulated issues, and just a few that have conquered the complexity of what should be not simple, but a straight forward activity. Billing is the lifeblood of any service business. I once thought we invested so heavily in CW that we could not afford to get out but not true. Never too late to do the right thing.

The backbone of my company

Feb 11, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have used CW since 2009. I could not manage my business without it, nor would I want to. Its affordable, reliable, and has what I need. The biggest challenge with any tool that forms the backbone of your company is to learn how to best utilize it, and they have an amazing training University and Consulting team to help with that.

Essential tool for IT Businesses

Feb 11, 2015
4/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

Comments: My company has been using ConnectWise since 2007 and the product has transformed how we conduct business, while making us far more efficient. Before posting this review I read the others and have to say that I was thrown by one that gave no stars for service. Their service has always been terrific in my opinion. CW has improved the support over the years by adding Chat, making it 24x7 and significantly enhancing their support materials through the University and Marketplace, as well as introducing User Groups and always refining their educational opportunities at the annual IT Nation event.

CW is an iceberg of a tool, with 90% of its power beneath the waterline. The key is that you will get out what you put in. I have just started taking the Certified Professional Administrator training, and while I scored well enough on the pre-session test to qualify for this level, I believe that I have far more to learn about CW than I already know. What's great is that the folks at CW make all of this information available. I just have to grab for the opportunity.

My recommendation for anyone who thinks that they aren't getting the level of support expected would be to use the resources more. Got a question, use Chat or open a ticket via e-mail. Go to the University and take the relevant courses or check out the Blueprints or partner kits. Go to your local user group and network with your peers. Offer up what you know and take what they have to offer. The industry as a whole benefits from this approach, and we do better for our all-important clients.

Anyway, I love the team at CW. The product is a must, but you have to invest yourself fully. It is cumbersome and some things aren't as intuitive as I would like, but if you are invested and flexible to adopting certain best practices, I think you'll find that ConnectWise is a very worthwhile business investment.

ConnectWise PSA - The Heart of Our System Integration / Managed Services Business!

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: The operation of our business, with 16 on staff, really depends on the integrated foundation of ConnectWise, Quosal, and LabTech (with QuickBooks Enterprise for accounting). We build quotes, manage opportunities, schedule/execute Services and Projects (some fairly complex), handle products (we use Procurement - full package), Invoice clients, manage agreements, and provide managed / remote services for a wide range of clients.
The 'pros' of ConnectWise and its affiliated components are really too numerous to list. Suffice it to say that we effectively meet the needs of dozens of clients in a timely and effective fashion ONLY because of the powerful tools at our disposal. This includes making extensive use of workflows, reports, and other functionalities offered by ConnectWise.
Are there 'cons'? Of course...but getting fewer with each new release! There are Project Management, Inventory Management, and Mobile App limitations. At the moment, for example, there is no good way within Projects to establish / handle task dependencies (but it is coming soon). I would also like to see real two-way integration with MS Project Server.
Overall, we are extremely happy with ConnectWise and keep finding new ways to make use of its features and functions to improve our operation. I would recommend it to anyone trying to offer professional services in the technical arena!

Would purchase again

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I can say with certainty that we became more productive since implementing ConnectWise. There is definitely a good bit of time spent setting the software up to fit your business, but if you take the time, you will find that it will work exceptionally well for you and allow you to drastically increase billable time. Highly recommended!

No substance behind the sales and marketing hype.

Feb 11, 2015
1/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: Our company had high hopes for Connectwise, but unfortunately what was promised and sold did not materialize into what we received. After a terse series of emails back and forth they did concede and allow us out of our contract. We are currently using commitcrm and are much happier with the price, options and support. We stumbled across commitcrm on our own and there has been zero marketing hype, just a free demo which lets us experience the product first hand.

ConnectWise really surprised me

Feb 11, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: I installed ConnectWise in 2010 and it was a horrible experience. Don't misunderstand - it wasn't the company or their product. The horrible experience was the one I made for myself. I tried to take it all on at once along with LabTech. Those were not fun days.

Today I am amazed at how great ConnectWise is as a PSA for us. My opinion continues to increase about this product. They aren't perfect and sometimes release something too early (not the core product - I'm looking at you ChatAssist), but the resources inside this system is truly impressive.

Beware of the capabilities. Do not try to take it all on at once. It can do so much in so many different ways, I would encourage you to take it easy and learn one piece at a time. Since I've adopted that philosophy, I have been much more pleased and relaxed about using it and implementing it further into my business.

As far as the core features most of you are looking for in terms of help desk, billing, management, etc. There really is nothing that comes close to this product. I'd highly recommend it, but only if you are prepared to be overwhelmed and then take it slowly.

Good luck! You won't regret it.

Integral and vital part of our business for 10 years

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We were an early adopter of ConnectWise, and it's been fun watching them grow into an industry powerhouse. Like any long-term relationship, we have a few up and downs, but we haven't ever seriously consider switching PSAs. We believe that ConnectWise is committed to the MSP community and dedicated to helping us all work together, even in the rapidly changing tech world.

Solid PSA Product

Feb 11, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been with Connectwise Several Years - We left for a time for Autotask and have used paper and pen and spreadsheets among other methods. Connectwise is the most power PSA Product around with the best integration. If your business intends to grow beyond a couple technicians this is where you need to be.

Pros: Solid feature set and integration, Mobile Access, Web Access, Rapidly improving feature set, Great customer service.

Cons: More complex than competitors

Connectwise

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Connectwise as a product is quite large, Theresa lot too it and it will need a lot of time invested to really make it work. The univeristy, support is great, they listen to ideas, provide Apis and really care about partners. It won't do everything you need, but let's face what off the shelf software does? Overall a great company and a great product.

Customizable and expansive

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I've been using ConnectWise for over seven years. Their constant cycle of improvement is outstanding. The development team is very open to suggestions and I've seen many enhancements added over the years that were on my wish list. Not to say there aren't bugs now and then, but they generally get addressed quickly.

Overall our company is quite dependent on the software. We've got our sales leads in there, our customer contacts, our service history, current opportunities, projects and tickets, timesheets, expenses reports; we invoice out of it; we use it to send out our newsletter and track opens and click thrus - just about everything.

Pros - expansive; flexible; have passionate employees
Cons - can get sluggish. not all features are intuitive (like emailing clients from time entries), sometimes tier 1 support knows less than I do

This is a game changer ...

Feb 11, 2015
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros - We moved to ConnectWise 6-years ago as our first proper integrated PSA tool. It has changed our business. The implementation of this software didn't drive us to cut our costs, but was fundamental in our ability to grow our business revenue with the same level of labour. We now offer a 15 minute SLA for remote support, which is something we couldn't have dreamed to consider back in the days of our 'silos of chaos'. We have doubled the size of our business since we took on this PSA. There are regular updates and there is a very healthy user group in the UK. There is even now a real UK office to support the product. We have 25 members of staff using this tool and 2,000 supported computer systems. LabTech, BrightGauge, ConnectSMART and other great tools plug in seamlessly. If you have SQL skills the data dictionary is published so dive in! If we were looking for a PSA now ... we would still buy ConnectWise!

Cons - The next version is typically better than the last. But isn't that mostly the way with IT. This is a company that is not complacent. Reporting isn't as strong as it should be especially if you want to merge the data from this with your RMM, but there are some great third party tools out there that will allow you to do this much better.

Advice - Get a demo. Speak to existing users.

Just keeps getting better

Feb 11, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Have been using for over six years. Each iteration of the product has more features along with a focus on making it easier to use. The API has received a ton of attention of late and is allowing a slew of great third party apps to integrate with ConnectWise and make it even stronger.

Support, which we have always found to be top notch has gotten even more attention of late. I believe it is now 24x7 and any of my staff is able to start a chat with ConnectWise directly from the website (not just our Admin). As the owner of my organization, I appreciated the ability to reach out to them with an issue I was having on a Saturday at 5PM.

A final huge plus is the ability to use the standard client or the web client - and you can't even tell which one you are using.

All of this flows down from the leadership at ConnectWise. They use the product daily and are not isolated from the customer base and/or the product. A GREAT yearly conference, is the icing on the cake. Love this software and love the company.

Essential software - but not perfect

May 10, 2012
3/5
Overall
2 / 5
Ease of Use
2 / 5
Customer Support

Pros: "If it isn't in ConnectWise, it didn't happen" is their mantra. CW will capture every single piece of time and expense in your company, it will manage marketing campaigns, projects and even stock.
Ours links to Kaseya and MYOB accounting but the preferred setup is Labtech and Quickbooks. Quosal quoting completes the suite to be everything a small IT company needs.

Cons: It does everything adequately and none well. Whilst it is riddled with bugs, it is getting better. Issues like stock control not being able to count are gradually being ironed out. Reports are basic bordering on non-existant - but every release improves on that.
One annoying "feature" is the ease in not doing things correctly which causes problems later on. For example you can add stock items to a service ticket but if the tech forgets to mark it as shipped then it will remain in the stock count. Why not a prompt that you're about to close a ticket with unshipped items? How about the option of not using shipping at all?
User interface if very annoying due to inconsistencies. Sometimes you have to search, sometimes you don't. If a search returns a single result, sometimes it just fills in the form for you, other times you have to select it from a pop up list of one.

Overall: If we were to do it all again, we'd still opt for ConnectWise. It does the job but it is very much a leap of faith putting your business and livelihood under the control of such inconsistent software.
User forums and user group meetings are great as is the annual conference - there's more to be learned from other users than the company itself.
CW also has training in other areas of running a small IT business. They run webinars and seminars on sales, marketing, staff hiring and firing, etc. You get a lot more than just software.

Loads of Features, Little Support

Mar 05, 2012
3/5
Overall
2 / 5
Ease of Use
1 / 5
Customer Support

Pros: This is THE software for a company that provides technical services. It tracks everything from assets to travel expenses in minute detail so you can focus on building your business.

* Installation on PC
- This is a breeze, it works great out of the box for us on Windows 7 and in Terminal Services.
* Google Apps
- Works great with checking Email and Scheduling Resources through Google Apps
* Invoicing
- It was quite the wake-up call to see all the hours we were not able to bill for with our old support portal. (Just be careful to document your work properly because it becomes viewable to the client).
* Transparency
- This software lets your clients see everything going on behind the scenes, from Support Issues to Travel time. It's a must for any honest entrepreneur.

Cons: * Constat errors.
- This software produces lots of errors
* Slow Support.
- ConnectWise has very knowledgable people on staff who can work through ANYTHING that you have trouble with. Unfortunately, they are impossible to get on the phone, by chat or by email. Unless we call and call and call and call and call, we often wait days/weeks for someone to get back.
* Unintuitive Interface
- They should hire someone from Google, Apple or Syntress to rework this interface. It's so cumbersome that common tools are hidden behind clicks and clicks before you ever find them.
- There is no tour to learn the software
- It's confusing with screens that look exactly alike on every page.
- The tabs to view multiple pages are helpful but impractical, it would be better to let the information open in a new window as well.
- No HA - when its down, it's down.
* No Online Payments *Yet*

Overall: If you are starting out your operation then this could be a bit pricey to get going. However, if you are established and need to grow, I don't know how you could not find this tool invaluable. Hopefully they work on the issues that I've described and things get better.

ConnectWise PSA

Mar 18, 2011
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: 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.

Cons: 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.

Overall: 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.

ConnectWise Review

Apr 14, 2010
3/5
Overall
1 / 5
Ease of Use
2 / 5
Customer Support

Pros: On the surface, ConnectWise is a full featured business management suite. It boasts features such as a support ticket system, project management tracking and client billing with integrated time-tracking. The wide-array of features bundled in the ConnectWise software allows the business user to accomplish practically any business management function in multiple ways. The work-station installation is pretty easy and only requires .NET and Internet Explorer running in a Windows environment.

Cons: Persistent bugs and .NET errors make ConnectWise highly unusable. By not streamlining application features the end user is left spending countless hours trying to figure out the best way to use the software.

Permission based user account controls add additional difficulty to the administration of ConnectWise. Lack of permissions can cause numerous business down-times. Project management capabilities are overly-complicated typically taking the administrative user multiple trial-and-error attempts.

Tickets submitted to the ConnectWise product support department gained an initial response within one or two business days. Resolution could take up to a week. In one instance better product documentation could have provided an answer but waiting for one week to get a response from the support department was unacceptable. In another instance there was no solution for a Windows 7 compatibility issue. The "canned" responses were typical but didn't provide any resolution.

Overall: ConnectWise can probably streamline the majority of business management. However the overly-complicated graphical user interface and lack of documentation drastically diminishes any positive features included in this business management software. Final verdict, pass on this product!

Nov 02, 2017
3/5
Overall

Jun 01, 2016
3/5
Overall
1 / 5
Ease of Use
5 / 5
Customer Support
2 / 5
Value for Money