# Page 4 | ConnectWise PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is ConnectWise PSA the right Managed Service Providers (MSP) solution for you? Explore 275 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/107931/ConnectWise-Manage/reviews --- ConnectWise PSA 4.1 (275) [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 April 15th, 2026 # Page 4 - Reviews of ConnectWise PSA ## Showing most helpful reviews Showing 76-100 of 275 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use David G. Head Of Operations Computer & Network Security Used the software for: 2+ years ### "Good software with great support. Somewhat complex to manage" October 16, 2018 4.0 Whilst it is still a work in progress, we are definitely using ConnectWise to improve our business processes and effectiveness. 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. Review Source VR Verified Reviewer System Administrator Information Technology and Services Used the software for: 1-2 years ### "Good Ticketing System for MSP and IT companies" August 28, 2019 4.0 I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company. Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind. I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users. Pros There are a lot of features on this platform that would be of interest to MSP's. The time entry, calendar ease, global search. Asset and configuration and contact addition is great. Cons One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets. Review Source GM Glenn M. IT Analyst Wholesale Used the software for: Less than 6 months ### "Good Product, Deployment Can Take Some Work" October 20, 2021 4.0 We used a consultant to help us get going, which was a godsend. If you're looking at this product, get a consultant to help you through implementation. Also the chat support through ConnectWise is very good, so if you have questions that's the first place I would turn after looking through the University and forums. Pros Our company came onboard with Manage and Automate at the same time, so once we had the integration between them set up it made service tickets very easy to work. It's very customizable for however your business operates with support for the whole service lifecycle, from sales and quoting new customers all the way through to invoicing. We use it for an internal IT solution so that part isn't as important for us, but good to know it's there. Also the ConnectWise University has a lot of good material to help get you going, with training in nearly every aspect of the system. Cons There are so many things to set up in the beginning, depending on the complexity of your business it could take months before you're ready to go live. Also, because it's meant for MSPs there are a lot of things like on the financial side that we don't need for internal IT. Alternatives considered [Auvik](https://www.capterra.com/p/145245/Auvik/)[Atera](https://www.capterra.com/p/144309/Atera/)[NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing ConnectWise PSA Tight integration with other ConnectWise products. Review Source TS Terry S. CEO Information Technology and Services Used the software for: 2+ years ### "InfoCloud " April 8, 2021 4.0 Fairly good Pros Feature Set Integration/API’s Strong community support Cons Inconsistent Support No phone support Bugs Alternatives considered [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing ConnectWise PSA Reputation Review Source VR Verified Reviewer System Engineer Used the software for: 2+ years ### "Its a good piece of software but its clunky" May 17, 2018 4.0 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. Review Source Response from ConnectWise 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. MA Mark A. Director of Business Development Information Technology and Services Used the software for: 2+ years ### "Great ticketing system at an affordable price" December 5, 2023 4.0 Pros Setup was straightforward, CW has a great implementation team that works with your schedule and dives into the areas important to your business. Cons Integration with other customers' ticketing system is not available natively and requires costly 3rd party tools. Review Source Morgan F. Sales Used the software for: 2+ years ### "I have been using ConnectWise Manage for 7 years as an Account Manager/Sales" August 1, 2018 5.0 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. 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. Review Source GH Greg H. President Computer & Network Security Used the software for: 2+ years ### "Best Product we ever adopted." February 7, 2020 5.0 CW Manage really checked every box that we needed. We use it primarily for tracking service tickets. Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work. This product actually made us money. Pros Clearly this software was developed by people who do what we do. It actually demands you follow best practices in regards to workflow management around the tech services business. Also it can become the single pane of glass that everyone talks about. Cons The reporting function could be much better. There are some standard reports, and there is a report writer option, but it is not easy to get the report you want unless it happens to be one of the few canned ones. Was always surprised that the reporting is so weak compared to the rest of the funtions of the product that are so strong. Review Source VR Verified Reviewer NOC Manager Used the software for: 2+ years ### "ConnectWise Manage has improved in the past two years. " April 20, 2018 5.0 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. Review Source Hannah W. Admin Assistant Used the software for: 1-2 years ### "There's so much you can do! Unfortunately, quite buggy." July 5, 2018 3.0 Customization, organization Pros There are so many features. You can use this for timesheets, project management, ticketing, sales, etc...I think it's a great ticketing system. You can assign people, set alerts, and manage boards the way you like. I like that there's quite a bit of customization available for views, custom fields, etc. I also love the sandbox tools; being able to test things out is great. Cons Using from a sales perspective is kind of a nightmare. Important contacts and companies is awful, and leads to tons of duplicates or little errors if not entered exactly right. Customer service is always available through chat, but not always knowledgable about how to fix things. Feels like a delicate system that can be messed up quite easily. Review Source Héctor Joel B. Ingeniero de Implementación y Soporte Computer & Network Security Used the software for: 2+ years ### "ConnectWise Manage, splendid tool with multiple uses." January 21, 2019 4.0 Currently we provide support services and project management, monitoring our clients' cases and the tool works correctly, every day we learn to configure and adapt it for our organization. You can try to acquire it, you will have a great experience. Pros CW Manage inmediately catches you with the various tasks you can perform and how you can configure it, from entering it in the sales area, marketing, support services, project, management, among others. Cons Each update delays its entry but its service is sustainable, but for some it turns out to be a complex system that ends up abandonning it to be able to work in which you must have experience. Review Source VR Verified Reviewer Ingenierio de Implementacion Information Technology and Services Used the software for: 1-2 years ### "Great Software for Tickets" January 7, 2019 5.0 The CW Manage has greatly improved the productivity of the company, since we can assign tickets to each employee depending on the category and thereby improve the response time for our customers. It is a very useful, powerful and stable software. Pros It is very flexible and useful for managing customer tickets, with a great interface and proper management. It allows the automation for the assignment of tickets and the notification by a valid email. The CW is very stable and the connection with the databases allows great flexibility. Cons The biggest obstacle is the graphical interface which is not the most intuitive, since there are multiple hidden modules and for a novice user it can be difficult to manage the system. It would be nice if they had quick access keys for the most common tools Review Source Zach H. CEO Information Technology and Services Used the software for: 1-2 years ### "ConnectWise " April 8, 2023 4.0 Pros Overall use experience. Covers our main needs well. Cons So far no major issues to report. We are happy Review Source FP Fernando P. Administrative Computer Software Used the software for: I used a free trial ### "ConnectWise PSA is great for managing projects and tracking time." August 16, 2024 4.0 Pros Easy project management and time tracking features make it a convenient tool. Cons The interface can be a bit overwhelming and takes time to get used to. Review Source AP Ace P. Service Desk Analyst II Information Technology and Services Used the software for: 1-2 years ### "User Friendly " May 25, 2023 5.0 It was an amazing experience and easy to use Pros The easy way to bundle and unbundle tickets Cons none as of the moment because I like it very much Review Source VR Verified Reviewer Technical Consultant Used the software for: 2+ years ### "Great All Around tool" July 12, 2018 4.0 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. 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. Review Source Tresa M. Senior Project Lead Used the software for: 2+ years ### "Functional ticketing system for help desks, lacking on the project front" October 5, 2017 4.0 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. Review Source ST Serkan T. Senior Systems Engineer Information Technology and Services Used the software for: 2+ years ### "Horriblewise. Stay away from them" June 22, 2023 1.0 Designed for nothing. Pros Glitchy modules, failing services, totally rubbish Cons i dont know where to start, horrible support, arrogant technicians, you also need to fix the problem that they have created. Review Source VR Verified Reviewer IT Analyst Hospital & Health Care Used the software for: 2+ years ### "Great way to manage your users issues" December 14, 2018 5.0 For what its worth the program works as advertised, and no other issues have come up to prevent my team from doing what it needs to do. Pros For someone who is familiar with most ticket systems this is one that I enjoy using the most. The ability to control multiple clients/departments, as well as being able to automate tickets is great. The mobile app is a great tool to reference issues while on the go, but could be better when managing the tickets in general. Cons Interface could be better, mobile app is lacking in tools and functionality. Review Source JD Joshua D. Tier 1 Helpdesk Technician Information Technology and Services Used the software for: 2+ years ### "ConnectWise Managein a Helpdesk Environment" September 8, 2022 5.0 As a daily tool I do not have many complaints. I would be content continuing to use this for the foreseeable future. Pros I enjoy the simplistic UI and how easy it is to navigate tickets and view everything you need to. It is very intuitive to use with minimal training. Cons The way the notes are organized when bundling tickets leaves some to be desired. The format of the notes when there is a long email chain can become cumbersome to parse through as well. Review Source LC Lane C. Founder Used the software for: ### "Loads of Features, Little Support" March 5, 2012 3.0 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. 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\* Review Source AY Aleksandr Y. Chief Operation Officer Information Technology and Services Used the software for: 2+ years ### "Bloated software and a real lack of partnership" October 18, 2023 2.0 Negative. They made several accounting mistakes internally and tried to get me to pay for their mistakes. Pros The software is very feature rich and has everything a large IT company will need Cons Their billing structure, long contracts, and lack of a real partnership approach. You are nothing more than your contract and they will not hesitate to take legal action against you. Reason for choosing ConnectWise PSA I knew it the best at the time that I needed it Review Source Derek S. Service Manager Information Technology and Services Used the software for: 2+ years ### "Manage all your tickets and more" December 24, 2019 5.0 As time goes on, it becomes more and more feature rich. Can do pretty much anything that an MSP needs as far as client organization and ticketing as well as integrate with RMM tools. Pros Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size. Cons The cost of the software is rather high entry barrier. Most all contracts work as a monthly subscription per employee and that cost is high, but well worth it. Review Source LH Louise H. IT Service Coordinator Information Technology and Services Used the software for: 2+ years ### "Connectwise Manage" May 12, 2022 4.0 Great for managing help desk workflow and billing but we find that the reporting is sub-par Pros Many roads lead to Rome - there are multiple ways to accomplish what you need to get done. This is great but can also make it harder for a newbie to learn Cons The canned reporting is pretty poor and it is cumbersome to setup custom reports Review Source Christopher J. IT Consultant Information Technology and Services Used the software for: 2+ years ### "Powerful ticketing tool with lot of integrated features" December 3, 2019 4.0 I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time Pros Fully featured, fully integrated with products like Automate and Control. The latest version lets you connect to machines directly from the ticket which is fantastic. Auvik and LogicMonitor connectivity lets them create tickets when alerts fire (and Auvik will even close tickets that clear) Cons Working in the back end and templates can be a little cumbersome, but worth sticking with it for the things it can do. 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.