--- title: "ConnectWise PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ConnectWise PSA the right Managed Service Providers (MSP) solution for you? Explore 281 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/107931/ConnectWise-Manage/reviews/" page_type: "reviews" language: "en" --- ConnectWise PSA 4.1 (281) [View alternatives](https://www.capterra.com/p/107931/ConnectWise-Manage/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated September 16th, 2026 # Reviews of ConnectWise PSA Ease of use 3.7 Customer Service 3.7 ## Pros and Cons in Reviews JD Josh D IT Support EngineerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “The ticketing and ticket management features are particularly strong, allowing us to efficiently manage workloads, track customer issues, and maintain visibility across the service desk.“ July 20, 2026 DS Daniel S Security EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “I have learned a lot of what this system can do over the years, I know that there is a lot more that it promises that I haven't been granted access to because the owner can't figure out how to grant those permissions.“ July 28, 2026 JD Josh D IT Support EngineerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “Features such as child tickets, workflows, automation, and reporting help streamline day-to-day operations and improve efficiency.“ July 20, 2026 JF Jake F Second Line SysadminTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “Additionally, many ticket options, such as ticket types and classifications, must be created manually, which can be time-consuming.“ December 12, 2025 JC Julee C VP Client ServicesComputer Software, 11 - 50 employeesUsed the software for: More than 2 years. “It enables us to efficiently manage client requests, deliver timely support, and create documentation that not only benefits clients now but also serves as a useful reference for their future needs—and for our internal teams when assisting other clients.“ March 23, 2026 JD Josh D IT Support EngineerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “New users may find navigation confusing until they become familiar with the interface.“ July 20, 2026 JF Jake F Second Line SysadminTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “The level of customization allows tickets to be managed efficiently, making categorization, prioritization, and assignment straightforward.“ December 12, 2025 DT Danny T VP of OperationsComputer & Network Security, 11 - 50 employeesUsed the software for: More than 2 years. “Too many lurched products that were bolted on and not natively integrated.“ December 14, 2025 ## Showing most helpful reviews Showing 1-25 of 281 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Walt K. Account Manager Information Technology and Services Used the software for: Less than 6 months ### "ConnectWise PSA "Quite the Tool"" August 5, 2025 4.0 Relatively easy to navigate and submit information. Some questions were not self explanatory and the content requested was not always intuitive. Pros Range of Coverage. It supports the ability to manage a number of categories to create a thorough baseline as a CRM tool. Cons Redundant submission of same data. It seemed as though it was necessary to submit the same inforamtion a number of times. Review Source VR Verified Reviewer Network and System Engineer Computer & Network Security Used the software for: 2+ years ### "Hate to admit but its actually pretty good" May 20, 2025 5.0 Pros Very feature rich and highly customizable, you can use this tool to manage a ton of workflows across the company. There is better stuff out there for CMDB, Sales, etc but for service tickets and project management it is solid. Cons The UI was pretty awful, and it was not the most intuitive for new staff to pick up. Some of the integrations were not very meaningful. Alternatives considered [Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/) Reason for choosing ConnectWise PSA Mostly the pricing was too high for Cherwell and ConnectWise was widely used in the industry Switched from [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Wanted something more tailored for our use case (service/projects) out of the box Review Source AJ Andrew J. NOC Lead Information Technology and Services Used the software for: 2+ years ### "Outdated and complicated configuration but reliable " May 7, 2025 3.0 overall it just works and has what we need. we can rely on it to function day in and day out. It may be a bit complicated and clunky to configure but reliability of it functioning is there. Pros It is extremely powerful and can do just about anything you need out of a PSA. It does just work once it is setup and everything integrates with it. Cons complicated and outdated. It does not feel like a modern platform. there are aspects like pods that you can't control granularly on tickets. Review Source DL David L. MSP Architect Information Technology and Services Used the software for: 2+ years ### "Great PSA system is you take the time to set it up according to your needs" May 29, 2026 5.0 It is a very customizable system, which is probably its biggest strength and why new people also get scared away. Anything you want to do as a mature company is present in the system, but all options can be scary at first. But in more than quadrupling the size of the company, it has always kept up with our needs and different ways of doing billing, invoicing and integrating vendors. Pros Very complete ticketing system with integrations to all the major vendors in the space. Lots of customization and automation options. You can set boards, tickets and projects up exactly as needed. Cons The layout is stuck in the 90's. It is being revamped in the Connectwise ASIO Platform, but that layout, while more modern, seems to be more suited for mobile devices and tablets. Way too much whitespace all over and information density is not there on the new version like the old one.. Review Source JJ Joshua J. Director Computer & Network Security Used the software for: 2+ years ### "CW PSA is the gold standard" June 11, 2025 5.0 Overall I have a positive experience with the tool. It's been the standard for MSPs for years and there's a reason for that. Pros It's a great tool for any Technology Services organization. Workflows can do a lot, aligns to ITIL, can be built in a flexible way to support the needs of the business. Cons Workflows do have their own limitations and it requires some foundational knowledge of the system before setup. SLA's only being tied to agreements instead of boards can be a constraint Alternatives considered [HaloPSA](https://www.capterra.com/p/20971/HaloPSA/)[SuperOps](https://www.capterra.com/p/235300/SuperOpsai/) Reason for choosing ConnectWise PSA For the size of businesses that I work in it was a better solution. Review Source Yeprem A. Systems Administrator Information Technology and Services Used the software for: 1-2 years ### "Complete solution but slow as molasses" February 12, 2020 4.0 Pros Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well. The mobile app is horrendous. Cons Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow. Gigabit internet connection at home and at the office, slow. Brand new 8th gen CPU desktop with SSD. Slow. Laptop. Slow. It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) I switched because I thought it would help streamline our support. I thought wrong. Review Source JF Jake F. Second Line Sysadmin Telecommunications Used the software for: 2+ years ### "A Feature-Rich Platform Backed by Outstanding Support" December 12, 2025 5.0 Overall, the experience has been very positive, and I cannot recommend the tool enough. It offers excellent value for money given the power of the platform, and the customer support is outstanding. Support responses are quick, even for the most trivial issues, and if an immediate answer isn’t available, regular updates are provided until the issue is resolved. Pros It is a great ticketing tool with a wide range of features that provide detailed analysis of tickets and team productivity. The level of customization allows tickets to be managed efficiently, making categorization, prioritization, and assignment straightforward. Cons Configuration can be somewhat confusing, particularly when trying to locate the correct areas to configure specific settings. Additionally, many ticket options, such as ticket types and classifications, must be created manually, which can be time-consuming. Due to the way tickets are received, formatting within tables can be lost, which can be frustrating. Review Source KV Kyle V. Senior Support Specialist Information Technology and Services Used the software for: 2+ years ### "ConnectWise PSA Product Review" May 2, 2026 5.0 So far it has been great and will recommend it to anyone. I give it a 10 out of 10 after years of using it. Pros Been using it for 8 years now, really great for ticket management, automation, customer support is quick too Cons I haven’t found much as of yet. It may be slow at times but doesn’t affect the workflow that much. Although, some features are hard to find at times. Review Source TW Tina W. Technician Public Safety Used the software for: 1-2 years ### "Excellent cloud ticketing system" December 13, 2025 5.0 I love working with, and absolutely recommend ConnectWise. It has been one of the easiest in-office norms to acclimate to. The interface of ConnectWise is easy to figure out! Pros ConnectWise is robust -- there are tons of features and options that provide an elaborate ticketing system, including all of the multimedia uploads required of a modern business, met with time keeping tools. The ticketing system is very collaborative, and supportive of remote workers. Overall awesome for a collaborative ticketing system for the mainstream end user, and beyond. Cons Not anything specific. It works flawlessly. There are so many customizable options. YA DIBYA, awwww yosssssss. :3 Review Source EW Eileen W. Senior Business Analyst Professional Training & Coaching Used the software for: 2+ years ### "If Setup Right, It's a Powerful Tool!" March 26, 2026 5.0 Pros If setup correctly it's a powerful tool! It has many integrations across many softwares and highly customizable. Cons Steep learning curve for sure, it's best to consult someone for proper setup. You do need to be careful of notification/email fatigue but again, if setup right it's a great tool. Review Source LK Lorenzo K. Security Project Engineer Information Technology and Services Used the software for: 2+ years ### "Pleased Overall" March 24, 2025 4.0 Overall, I have been fine with it from a user POV. It does what we need it to, has deep customization, and supports integration with all tools we use. I am not sure if another product would better serve our team, but i am happy with where we're at. Pros Well built application with deep customization and strong reputation in the MSP space. We have been using this for a long time and it has served us well from an on-prem and remote worker POV. Cons Support has been lackluster over the years, feature updates take a long time to be reviewed and accepted, it seems like this product is easy to misconfigure and then get stuck with how things were built prior to your involvement. Review Source JD Jordan D. Special Operations Information Technology and Services Used the software for: 2+ years ### "Great Ticketing System" April 1, 2025 5.0 I have been working in Connectwise PSA since 2014 with various documentation platforms, RMMs, strategy platforms, etc It has been a great product to work in and they continue to improve the platform with every update. Pros Ease of Use Integrations Product Training Cons Startup configuration takes a good bit of time and knowledge of the system, but if setup correctly, the platform is great! Review Source VR Verified Reviewer Systems Engineer Information Technology and Services Used the software for: 2+ years ### "Well known and trusted by my company and MSPs in general" November 29, 2024 4.0 Well known and trusted by my company and MSPs in general Pros Well known and trusted by my company and MSPs in general Cons The cost is relatively high compared to competitors Review Source CH Christopher H. Systems Engineer Information Technology and Services Used the software for: 2+ years ### "Great tool, great features" September 26, 2023 5.0 Pros I like how ConnectWise integrates other systems and applications to help keep lots of things in less windows. Between RMM and the ticketing system, we use ConnectWise daily and some use it all day long. Cons Sometimes the features don’t work as well as we’d like it to or we wish there could be more features to make our job easier, but sometimes you have to stick with what works well and wait for the devs to work out the kinks before it’s released. Review Source VR Verified Reviewer Finance Manager Information Technology and Services Used the software for: 2+ years ### "Excellent!" August 14, 2023 5.0 Excellent. Moving our Finance Dept to CW was one of our most important decisions. Pros All our company in one single Tool. From Service to Finance. All the agreements, all the invoices. What is not in CW it does not exist. Cons Sometimes it's realy complex to use and understand. But once you get used to ALL the things it has, it's a must have tool. Switched from [Kaseya VSA](https://www.capterra.com/p/100303/Kaseya-VSA/) Moved from another Vendor. Review Source 🔥 Paul S. CEO Information Technology and Services Used the software for: 2+ years ### "ConnectWise hasn't made it to the 21st century and private equity is destroying the company" March 30, 2021 2.0 ConnectWise was a leader, and it's momentum changed our industry. Unfortunately the product hasn't evolved and is being left behind by competitors. Now with Thoma Bravo investing it's a flip house - extract value, sell or go public. Now it's about Shareholder return, before it was about the shareholder return tired to the user experience. It now officially costs me 10x more to call ConnectWise than it does to deal with the issue myself. Pros It does an adequate job of managing tickets, although the product remains tired and dated in how it looks and operates. Cons It's slow, it's clunky, it's busy, it's tired, it's trying to be so many things that it's hardly good at the most important things. Review Source Drew H. Owner Computer & Network Security Used the software for: 2+ years ### "In a world of okay tools, Manage is the best" April 6, 2021 4.0 Pros As an integrated PSA / Billing System / Ticketing System it functions great. In comparison to the other products in it's space it's light years beyond in functionality and usage. Cons ConnectWise support and account management leaves a lot to be desired, though there recently have been noticeable improvements and if they continue on this path they'll be a world class company once again. Manage really lacks at: CRM/Sales and a few other items. Dashboards require a third party add-on. It's base functionality is decent but everything else is a pay for me option. Alternatives considered [Rev.io Billing](https://www.capterra.com/p/25471/Rev-io/) Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) 2014 Review Source Jared M. NOC Manager Information Technology and Services Used the software for: 2+ years ### "CRM for the Best in the Biz!" October 29, 2019 5.0 With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local market. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there. With a friendly (now giant) team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry. You've been with the rest, now get with the best. Pros ConnectWise Manage has enough features to essentially run your entire business out of! When it comes to tracking issues, maintaining inventory and documented details across many partners/clients/sites - this is THEE tool. Abundant resources to learn the tool exist including certification learning courses. (You're going to want to take them). Cons Interface has been ignored for a long time - its universally uglier than ALL of its competitors. This has been massively improved over the last year and continues to get better as it is finally a focus for them after the many recent developmental hurdles they need to address from the various M&A from the last 4 years. Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this. Alternatives considered [Rev.io Billing](https://www.capterra.com/p/25471/Rev-io/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Review Source MH Michael H. President Information Technology and Services Used the software for: 2+ years ### "ConnectWise is a horrible company and has mediocre products" May 15, 2020 2.0 Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team. Pros ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products. Cons It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale. If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months. ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it. Alternatives considered [Naverisk](https://www.capterra.com/p/171182/Naverisk-RMM-PSA/)[Accelo](https://www.capterra.com/p/225762/Accelo/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing ConnectWise PSA Believing the lies of the sales team. Review Source Girish P. Key Account Manager Financial Services Used the software for: 2+ years ### "ConnectWise Manage is a Wise Choice " August 1, 2022 4.0 Pros Great to use, configure, maintain and followup on the task at hand Cons Little expensive and crash a few time. Not sure if its the hardware compatibilty issues. Review Source CW Christopher W. IT manager Farming Used the software for: 1-2 years ### "Okay for the price" June 29, 2022 3.0 We are using ConnectWise Manage to manage out Help Desk (Support), Maintenance, and Project tickets within our organization of abour 200 end-users. I was not part of the selection & vetting process, so I cannot speak to that. In day-to-day usage, the interface is okay once you learn it, but it takes some effort to teach new users how to use the software. The administrative & management of the software is broken up in a way that can be confusing as well. They have extensive training videos, but I would rather have something I can figure out without having to watch hours of videos to learn the software. Pros It is scalable in a technical sense since it is cloud based, and it is affordable compared to other solutions. Cons The UI in my opinion needs to be overhauled and could be much better and more user friendly. Review Source AS Alastair S. Customer Service Specialist Information Technology and Services Used the software for: 1-2 years ### "Plenty of functionality but is there too much?" December 8, 2022 4.0 Connectwise PSA does the job well enough, but we often find ourselves eyeing up competitors. That said, we never make the jump because the grass isn't usually any greener and Connectwise PSA does offer so much integration that is nearly impossible to beat! Pros Connectwise PSA integrates with so many platforms that this is really its key strength. Cons The software is often slow and suffers from being too bloated. There are so many configurable options and different modules that it is frankly overwhelming. The sheer vastness of the modules, areas, menus, configurations etc usually leads to frustration because you feel you aren't getting value for money - simply because you can't know it all. Review Source DL Darrin L. Client Engagement Manager Information Technology and Services Used the software for: 2+ years ### "Has been a solid product from many years" March 30, 2021 4.0 Organization and follow up via the closed loop methodology really allowed us to move our service delivery forward and service our clients more efficiently. Pros It changed my business. Thanks to the organization the software provided, I was able to build the business to the point at which we sold 5 years ago and I'm now working at another small business which is building up its Managed Services practice. Cons The lack of feature enhancements the last few years is noted. Since the sale of CW to Toma Bravo I don't believe the software has been moving forward by any other means other than acquisition in a meaningful way. Review Source JG Jay G. Head of Finance Telecommunications Used the software for: 2+ years ### "Do not do business with this company!" August 25, 2023 1.0 Pros No comment. Their handling of contracts has overshadowed any potential pros. Cons CW will try to take advantage of you while you are in contract with them. They are only interested in making more money and not valuing the needs or comments from a customer. Review Source SM Sean M. Account Manager Information Technology and Services Used the software for: 2+ years ### "Connect wise for small medium MSP " May 27, 2022 4.0 Pros Central piece of software that integrates with other packages for support issues, quoting /procuring products and managing projects Cons At times very basic features aren't available and we are asked to list them as future features but they never get actioned. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.