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

131 Reviews

  • 4 / 5
    Overall

  • 3.5 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    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

Streamline your client service processes with ConnectWise Manages powerful help desk platform. ConnectWise Manage leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise Manage's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently.


ConnectWise Manage Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Backup Management
  • Billing & Invoicing
  • CRM
  • Dashboard
  • Help Desk
  • Issue Management
  • Live Chat
  • Patch Management
  • Project Management
  • Remote Access
  • Remote Systems Monitoring
  • Scheduling
  • Billing & Invoicing
  • Client Portal
  • Collaboration Tools
  • CRM
  • Document Management
  • Portfolio Management
  • Project Management
  • Proposal Generation
  • Quote Management
  • Resource Management
  • Time & Expense Tracking

ConnectWise Manage Reviews Recently Reviewed!


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,

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.

CRM, ERP, PSA.. too many acronyms - this is the full platform for IT, telecommunications, MSPs, and other service businesses

Dec 05, 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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Comments: CW walks the line between small businesses (5-10) and mid-size (100-500) very closely. It's difficult to accommodate both markets - keeping the product simple enough that a small shop can setup and administer it without hiring full time staff or consultants while still allowing the complexity and robustness required from the larger clients. So far they're doing this quite well. In addition, as a company they are operationally mature and their development processes and platform reflect this.

Pros: The functionality is robust out of the box and setup is rather logical and self-explanatory (unlike, say, Salesforce). The company is great to deal with and truly cares about their client base and optimizing their product based on feedback. Pricing is reasonable - more than a basic CRM but less than competing platforms like SF or MS. Application has sufficient customization options and API has reached maturity. Database is very logically designed allowing you to build custom reports and manage by exception, create a data driven culture, etc.

Cons: There are certain limitations that appear to be a result of legacy code - eg, the security cannot be as granular as competing platforms and workflows aren't as complex in nature (even when overlapping with "tracks") as some of the competition's offerings.

ConnectWise Manage

Jul 24, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I work for a managed service provider and this software is essential to what we do. I've used other much more expensive management platforms in the past, and they cost a lot more and had less features. Connectwise does a ton, and I would highly recommend it for any IT service provider.

Pros: Connectwise has a lot of cool features that can help your team stay organized. It can keep all of your client data in one place, and contacts within those organizations are easy to search. We use workflow rules which is a great feature of the software that helps us keep on top of incoming tickets and service requests. We also use it for sales and marketing, procurement, time and expense tracking for our technicians, billing, project management and more. Web based or fat client give you options on how to use it. There is a mobile version as well.

Cons: The backend of the software can get a little confusing when you have to go into setup tables to make changes that you need. The mobile version isn't great from what I've seen. We've had updates that have caused issues and have remained unresolved by the software manufacturer for some time. Custom reports is a little confusing.

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 - 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.

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.

Incredibly vast array of useful integrated tools.

Jun 01, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

Overall: Extremely powerful top notch CRM tool that can really take a business to a new level.

Vendor Response

by ConnectWise on June 05, 2018

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

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.

Capterra loader

Good software with great support. Somewhat complex to manage

Oct 16, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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

Cons: 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.

Overall: Whilst it is still a work in progress, we are definitely using ConnectWise to improve our business processes and effectiveness.

Capterra loader

I have been using ConnectWise Manage for 7 years as an Account Manager/Sales

Aug 01, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Tracking customer assets and reminding you when renewals are due are awesome. The flexibility to run client and internal reports are very good. Workflows are great, the automated processes make it so nothing is forgotten or missed. It is a great way for MSP's to stay on top of tickets, tasks, and activities.

Cons: I find it very difficult to search for a closed ticket if I don't know a key word in the subject line. It won't search the body of the ticket for a key word.

Overall: The ultimate benefit is that I am more organized with it. I don't forgetting about renewals, tickets or tasks. It helps me deliver more consistent service so that my clients get a better level of support from me.

Its a good piece of software but its clunky

May 16, 2018
4/5
Overall

2 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: 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.

Cons: 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.

Vendor Response

by ConnectWise on May 31, 2018

Thanks for the review! We really appreciate the feedback.

We understand your challenge in learning how to navigating through ConnectWise Manage. Did you know, that we offer ConnectWise University to aid in the training process? There is a ton of information in there that may help out!

Thank you again for your feedback, and we look forward to building our partnership even more.

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.

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)

ConnectWise Manage has improved in the past two years.

Apr 20, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like the integrations (we user ConnectWise Sell, QuickBooks, Kasyea, WarrantyMaster for example). It does well in managing sales Opportunities and Service Tickets. The Workflow Rules allow us to customize actions, and Ticket Templates allow us to standardize the tasks that technicians need to follow when working a specific ticket type.

Cons: The Project Management and Knowledge Base components could use some overhaul. The user portal is a great idea in concept, but the presentation is antiquated. We would love to use it more but we would rather it look more up to date before pushing it to our clients.

Contact management

Aug 15, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: ConnectWise Manage makes managing companies, contacts and pertinent information needed for day to day business needs fast and simple. Easy to navigate pages, customizations by user to quickly find what is important to my position and client specific fields and features save precious time when every moment counts.

Cons: Building customizations by user is a little time consuming and clunky to set up for the first time user. It takes practice to build the queries needed to ensure the results are accurate which can result in missing information if not careful.

Overall: CW Manage Contact management functiononality ensures our entire team has access and at their fingertips visibility to the full contact record ensuring our clients receive the same high quality care regardless of which department they reach.

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

Mar 13, 2018
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: After customizing fields, statuses and boards, this CRM is very easy to navigate. Adjusting the view to whichever I prefer is great too!

Cons: 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.

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

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.

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.

Great All Around tool

Jul 12, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that it connects with so many other apps to pull data and include in-depth information. The search functionality is really great to be able to look at recurring issues.

Cons: I don't like that there are some UI issues and that it auto opens items when there is only one. When you are trying to gather information is can slow the process down.

Overall: I am able to quickly and easily adjust my day with the team. The scheduling aspect of the app is amazing. There are a lot of great features that are drilled down into the application. In a day to day use it's been a great tool for our office.

Capterra loader

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.

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!

Connectwise Manage as a PSA has more features than I know what to do with

May 21, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Lots of features covering vendors, customers, the sales process, inventory. Track warranty and get notifications when they're coming up for renewal. Workflows allow you to make your own rules and notifications based on custom conditions.

Cons: Lack of Azure AD login sync, they have ADFS support but anything less than ADFS and you only other option is plain old LDAP.

Overall: Being able to track our technical resources and invoice customers easier. Saves a lot of time over not having a PSA.

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.

Capterra loader

A major change to how we run our managed services business

May 25, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: It has transformed our business.

- I finally get accurate time entries and expenses on tickets from my techs.

- I have a massive amount of billing insights that I didn't have before.

- And taking a company from prospect to paying client is seamless and easy.

It has certainly taken its fair share of our time to get setup, and there is still so much more we can do, but I would not go back at all to what we had before.

Cons: I've got the complaints I'm sure most others have. There is so much there that it is easy to get lost. The interface, while pretty good, isn't always the easiest to navigate around. And, because of its complexity, it takes QUITE a long time to get configured even moderately for use.

Vendor Response

by ConnectWise on May 31, 2018

Hello Chris,

Thank you for all of your feedback. We are glad to hear that we have had such a positive impact on your company! Additionally, we understand your challenge with navigation and hope that that your team finds their way soon. Furthermore, we do offer ConnectWise University and several other resources that may be helpful to you.

Let us know if there is any way we can help in your adjustment and we look forward to building our partnership with you!

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.

Connectwise is by far the best PSA to use for any IT company

Feb 28, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Pros: It tracks time, tickets, staffing/resources all in one roof. It has great job costing and integrates well with lots of other software

Cons: Their new trend of nickle and diming for modules that really should be part of the core product (see the marketing manager vs campaign direction) is a major turn-off. They are growing so fast that their support is starting to suffer, and turn-over/promotions internally is becoming visible.

Capterra loader

Must have for the MSP

Mar 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Great time, ticketing, documentation and billing system. Before CW we had a home grown system but quickly outgrew the capacity of the that system. Now with the LabTech buyout and Quosal buyout, CW does almost everything!

Cons: There is a ton of time and energy that goes into setting everything up and tying it all in, and it can be slow at times even though we have a dedicated SQL server and everything.

Robust software that will provide all your CRM needs

Jan 16, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money

Pros: Good ticketing system, with many features. The ability to do quoting and invoices, track time and costs per client, dispatching, and integrate with RMM tools

Cons: This software is only as good as the initial build and layout. You will need an FTE dedicated to learning and managing the needs of the business. If you are looking for something simple to use out of the box this is not the software for you.

Pristine ticketing system and Solid Knowledge Base

Jul 03, 2017
4/5
Overall

4 / 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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Comments: I have thoroughly enjoyed using ConnectWise. I used it at my last job and are currently using it at the job I am at now. Its really easy to create, edit, and find tickets. Its very easy to use the knowledge base, and its almost never down(connect wise). I also have the app and file my expenses and update my tickets from my phone frequently.

Pros: Easy to use ticketing system

Cons: Search results sometimes don't show what you are looking for.

Recommendations to other buyers: If your company has a lot of clients, definitely use ConnectWise.

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.

Capterra loader

This product is central to how we work

Feb 15, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It records every thing we do. The amount of things you can do with this is astounding. We have written our own integrations and purchased other products that integrate with this. We have created lots work flow to make the software work for us.

Cons: It is very slow. It can be very complex due to how many things you can do with it. It can seem cluttered to a new user.

Capterra loader

Thorough IT management software

Sep 22, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: It integrates well with other tools, such as Labtech, so that you can maintain one source of truth for inventory and SLA information, as well as launching into remote session management. This is a slick integration to have. The reporting information is detailed. Lastly, the calendar information for managing dispatch of technicians is also very helpful.

Cons: The helpdesk interface takes some getting used to. The one area that needs improvement is how the software handles basic workflows, like opening, working, and closing a ticket. It requires several more steps and clicks than it should.

The help/faq/internal wiki system seems bolted on an underdeveloped.

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.

ConnectWise Manage is a very powerful tool with lots of integration features but still a bit clunky.

Jul 19, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: I really like the amount of integration and the ability to organize objects nicely. I think the dev team is heading in a good direction. We just need to be patient.

Cons: The interface is a little clunky to use and takes quite a while for a new user to get the hang of it. I understand the challenge of trying to polish such a versatile tool.

Powerfull, but lacking in some areas.

Apr 16, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Once you get a feel for the software, there is a lot you can do with it. Very transparent system, powerful reporting options.

Cons: Takes some time to master reporting and you essentially need a full-time systems admin who can become an expert. Prepare for serious investment in training in order to get everything you need out of the software.

The very best in ticket management on the market

Jan 26, 2018
5/5
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: The helpdesk SLA reporting and email connector capabilities has really allowed our team to flourish.

Cons: Learning curve is a bit high and the ConnectWise University training videos are often "dry" and lack proper guidance. We've found that hands on is typical the best way to learn it but it does take a solid week before most have a firm footing.

Great CRM for Managed Service Providers!

Oct 04, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Its a great solution for small to medium businesses. Its helps to find tickets assigned to me easily and stay on top of it. It helps to find out older service tickets with all details which is really cool, so you don't have to worry about any older tickets. It also shows how much hours I spent on each service tickets and enter that hours to my timesheets.

Cons: It took sometime for me to understand the functionalities but once you get it, its much easier to work with.

Worth what you put into it

Jun 05, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Pros: Easy to find and track client information. Good integration with accounting software. Ticketing system and boards assist in keeping the Help Desk running smoothly.

Cons: Original set up is a bit of a slog but the team is good to work with. You need to guide the team if you are not in the US through some tax stuff etc etc.

Overall very good product designed by and IT firm for IT firms

Jul 13, 2018
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money

Pros: The basic service ticket functionality is the best on the market. With every option a firm could want. You can tell its designed BY an IT firm.

Cons: The syncing of products to our accounting system has to be the most complicated part of the software. Generally only a few employees are involved in this portion.

Clumsy and Not Intuititve

Jun 07, 2018
4/5
Overall

1 / 5
Ease of Use

3 / 5
Features & Functionality

1 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: It's a decent way to manage tickets. They give you a lot of customization options for how you use it.

Cons: The application will not remember your chosen sort orders. It will randomly refresh the screen and go back to the default sort order. Many things are not intuitive on how you do something, or what does what.

Capterra loader

10 years using ConnectWise and still delivers what it promises

Oct 10, 2018
5/5
Overall

4 / 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: > The integration between all the modules and the ease of moving from one module to another with full integration.

> The openness to connect to any application that is needed to run your IT Support Business

Cons: Originally the price per user was very expensive, but as time went by the price improved

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
Likelihood to Recommend: 10.0/10 Not
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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.

A product I spend 10+ hours a day in and using. Constantly evolving and growing

Mar 15, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: Constantly evolving, quick and friendly customer service, powerful tool, very flexible to make it what you need, and seamless integration of the Connectwise Suite of products

Cons: Some software updates causes other functionalities to break, these however are not normally core items that become broken.

Last CRM You'll Need

Aug 21, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It does everything, there's nothing our company needs, from invoicing to tickets to communication with clients, that this product doesn't do.

Cons: Ramp up time, depending on your role, can be a bit lengthy, the training video's provided by ConnectWise are decent, but are sometimes lacking.

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.

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.

This software has helped make it easy to keep all of our client issues scheduled and organized

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money

Pros: It's easy to use. All of the reports that are offered are nice. It allows us to stay on top of our client issues to make sure nothing slips through the cracks.

Cons: The initial set up was a little slow moving and difficult but once we got past that point everything has been smooth.

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.

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.