# Page 5 | ConnectWise PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of ConnectWise PSA ## Showing most helpful reviews Showing 101-125 of 275 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Network Engineer Used the software for: 2+ years ### "Connectwise Manage as a PSA has more features than I know what to do with" May 21, 2018 4.0 Being able to track our technical resources and invoice customers easier. Saves a lot of time over not having a PSA. 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. Review Source DH Donna H. Director of Business Development Computer & Network Security Used the software for: 2+ years ### "ConnectWise user review" February 10, 2023 4.0 We run our entire business with CW PSA Pros Inventory Management in this system is amazing. It provides great information to us and our clients. Cons This product is on the expensive side and has more features than most people need or use. Reason for choosing ConnectWise PSA Had used it in the past and was familiar with it. Review Source EP Elias P. Centralized Services Administrator Information Technology and Services Used the software for: 2+ years ### "Does What it Needs to, but Doesn't Overly Impress" April 7, 2021 3.0 Overall, my experience has been neutral. ConnectWise Manage does what it needs to do, but it doesn't leave me blown away by it's function or appearance. Pros ConnectWise Manage has a lot a features that allow for effective customer and ticket management. It meets the needs of an IT service desk, without being too simple. Cons The product has not evolved in appearance for a long time and it shows. It feels like a product that would be common 15 years ago, not something that is cutting edge for today's IT management company. Review Source VR Verified Reviewer President Used the software for: 2+ years ### "Connectwise is by far the best PSA to use for any IT company" February 28, 2018 5.0 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. Review Source CH Carl H. President CEO Information Technology and Services Used the software for: 1-2 years ### "Connectwise PSA provides complete automation" November 18, 2022 5.0 Pros Comprehensive and easy to use once it is configured. Cons While it is extremely powerful it does take a fair amount of time to set up and configure. Alternatives considered [Syncro](https://www.capterra.com/p/207618/Syncro/)[NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Switched from [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Autotask is good but didnt have the tools and automation we needed to take us to the next level. Review Source Chris M. Founder, Chief Strategist & vCIO - I help law firms with IT Used the software for: Less than 6 months ### "A major change to how we run our managed services business" May 25, 2018 5.0 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. Review Source Response from ConnectWise 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! DG David G. MD Business Supplies and Equipment Used the software for: 2+ years ### "Getting dated with only minor revisions" August 3, 2021 4.0 Pros The software has a lot of features, and in fairness most of them we will never use. Unfortunately, there has been nothing major released in the past few years. All new features are from acquired companies and are a hefty Bolton. Cons Clunky UI and can be pricey. Integrations work but never feel quite integrated. ConnectWise Manage has not progressed much over the past few years, with every update only bringing minor changes. Account Manager has lost touch and only every contacts you when there is a sales opportunity. Review Source Rachel H. Service Delivery Coordinator Information Technology and Services Used the software for: Less than 6 months ### "IT Industry Must. " December 17, 2020 4.0 Pretty good! Its a great system and does what is needed. Biggest issue is it can be a bit slow. Pros For ticketing and contacts its easy to use! We use it at logically and have great results to find tickets, send out tickets, and keep things running smoothly for our clients. Cons I am personally not a fan of the training videos. That was the worst thing to do out of everything with Connect Wise. Videos need to be updated a bit. Review Source Marc L. Senior Systems Engineer Used the software for: 2+ years ### "Must have for the MSP" March 11, 2018 5.0 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. Review Source Craig P. Sales & Marketing Director Information Technology and Services Used the software for: 2+ years ### "The market leader for a reason - but it has it's flaws" October 6, 2023 4.0 Pros Good integration between various products mean it's a bit of a one stop shop Cons It's clunky and not very intuitive, the fact it does a lot means it doesn't necessarily mean it does any one thing really, really well. Review Source Pricilla C. Inside Sales Support Specialist Information Technology and Services Used the software for: 2+ years ### "CRM" July 28, 2020 5.0 As far as my use of the software, I am overall satisfied. It does everything it needs to do. Its basic but good. Pros Product is simply laid out and easy to use. I prefer the desktop version but we just went full web version which is fine too. Cons I cant really think of any features or addons that need attention. I've been working with it for a while now and have adapted fine. I know how to do everything I need to do. Review Source Arthur H. Systems Engineer Used the software for: 2+ years ### "This product is central to how we work" February 15, 2018 4.0 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. Review Source DS Delaney S. Managed Services Manager Information Technology and Services Used the software for: 2+ years ### "CwM" July 12, 2023 5.0 Pros The ticketing system is customizable and allows many useful workflows. Cons The projects and products section is an absolute nightmare that shouldn't be used. Review Source JB Jaq B. New Business Development Manager Information Technology and Services Used the software for: 2+ years ### "As a CRM/Marketing tool it still needs work" November 2, 2016 3.0 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. 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. Review Source VR Verified Reviewer Project Manager/Senior Technician Computer Networking Used the software for: 2+ years ### "Great Software" April 22, 2019 4.0 Encompasses all areas of our Business to integrate and track everything, from Ticketing, Inventory to Billing and Sales Pros \- Helps to properly manage and track time - Perfect for the MSP world as it is geared towards the IT Sector - A Suite of applications that integrate together - API capable - Project Management to track Projects Cons \- Can be slow sometimes - Not a lot of frequent updates Review Source KC Kevin C. Cloud Product Manager Information Technology and Services Used the software for: 2+ years ### "Great PSA Tool" September 8, 2022 4.0 Pros I have used ConnectWise in multiple businesses I work at. It's the gold standard for support and ticket management. Cons Reporting on projects and the CRM/Customer management side of the product is not great compared to others in the market. Review Source Josh L. Technical Support Engineer Internet Used the software for: 6-12 months ### "Thorough IT management software" September 23, 2018 5.0 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. Review Source JS Jeremy S. CEO Hospital & Health Care Used the software for: 2+ years ### "ConnectWise Manage for and MSP/Consulting Company" December 6, 2018 3.0 Pros ConnectWise allows for a lot of customizations, works well across multiple platforms, offers a SAAS based model, has a lot of modules to utilize. Good for you beginning MSP looking for an advanced ticketing system with some bells and whistles. Cons Support is very lacking with next to no off hours support and they try to bill you for a training project at every turn. The SAAS solution runs well until you try and utilize report writers or anything that is customized (i.e. Customer invoice formats) and then becomes extreamly slow. After you move to the Mid sized market you will find this very hard to grow or expand wth your business. And anything you want assistance will will cost you over 200 per hour to reconfigure your system. Review Source VR Verified Reviewer IT Consultant Accounting Used the software for: 2+ years ### "ConnectWise Manage is a very powerful tool with lots of integration features but still a bit clunky." July 19, 2018 4.0 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. Review Source GO Gavin O. Project Analyst Information Technology and Services Used the software for: 6-12 months ### "This is the ticketing platform you need" December 4, 2019 5.0 All our ticketing, service, project management, and sales cycle tasks are all managed from within ConnectWise now, with all our 200+ staff using this system we still have a very responsive system with a great interface that has interface components that have been customized to match some of the terms we use to describe our business processes. Pros It's super customizable, with a very extensible API and integration capabilities, allowing us to centralize so many of our systems and daily tasks into one platform. Cons Initial customization and training of staff has taken some time, but and some staff still have issues with managing Internal vs. External communications. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing ConnectWise PSA Customization and self-managed solution that can easily scale with our expected future growth. Review Source VR Verified Reviewer Human Resources Generalist Human Resources Used the software for: 2+ years ### "Worth what you put into it" June 5, 2018 4.0 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. Review Source Carlos S. Sales Support Analyst Information Technology and Services Used the software for: 6-12 months ### "Daily ConnectWise User" September 21, 2019 5.0 Daily user, once you get used to it; it becomes very user-friendly and with a lot of information available. Pros One of the things I like the most is having the opportunity to open multiple tabs. I work as a sales support representative for a reseller located in Texas and I handle hundreds of tickets related to sales, place orders, manage my sales opportunities and that all can be done in the same desktop app since you can have them all opened on separate tabs Cons Sometimes when you are logged out and try to log back in, it takes some time, it shows the loading page for a few seconds and you need to switch to another tab for the log in process to complete. Review Source VR Verified Reviewer Corporate Recruiter Information Technology and Services Used the software for: 1-2 years ### "Great CRM for Managed Service Providers!" October 4, 2018 5.0 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. Review Source DC Daryl C. SVP, CTO Banking Used the software for: 6-12 months ### "Solid Sales Team With Abysmal Support" May 13, 2022 1.0 Horrible...sales team was excellent at promising the world, but implementation and support were terrible. Pros Cloud based, ticketing system was more user friendly than what we had Cons Implementation, support and security teams are incapable of understanding basic high security enterprise environments. Product was built to function one way and one way only, if your environment didn't conform to how they wanted it to run you had to make major security holes to implement. When partner care was contacted about terminating contract for the inability to deliver a secure product, they said "too bad, you signed the contract" Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) Wanted to be cloud based Review Source DB Deborah B. Quoting & Procurement Information Technology and Services Used the software for: 2+ years ### "Easy to navigate; robust" June 30, 2022 5.0 Pros As the name implies, ConnectWise connects EVERYTHING. Purchasing records can be tracked back from service tickets attached to configurations. There are plenty of places for pictures and other attachments. I love how comprehensive this software is. Cons The KB is very basic and not ideal for an MSP. Tier 1 support is often very unhelpful, and it takes a while to get to Tier 2 sometimes. 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