# Page 6 | ConnectWise PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of ConnectWise PSA ## Showing most helpful reviews Showing 126-150 of 275 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Owner Used the software for: 2+ years ### "Overall very good product designed by and IT firm for IT firms" July 13, 2018 5.0 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. Review Source VR Verified Reviewer Escalation HelpDesk Technician Used the software for: 2+ years ### "A product I spend 10+ hours a day in and using. Constantly evolving and growing" March 15, 2018 5.0 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. Review Source Patrick C. Managing Director Computer & Network Security Used the software for: 2+ years ### "10 years using ConnectWise and still delivers what it promises" October 10, 2018 5.0 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 Review Source IA Iulian A. Online Manager Information Technology and Services Used the software for: 2+ years ### "Very good produsc" November 4, 2020 5.0 Pros Easy to use this software i recommend to everybody Cons no complains, the software runs smooth and stable Review Source VR Verified Reviewer Chief Technology Strategist Computer Networking Used the software for: 2+ years ### "No better PSA software " January 11, 2019 4.0 Pros It's got a (mediocre) module for everything. You can run your entire IT business on this software. Cons It's bloated. The modules are half baked. If you want the best solution, you'll need to work with other vendors to piece it together. It takes hundreds of hours to get it setup properly. Review Source VG Vera G. Professional Services Coordinator Information Technology and Services Used the software for: 2+ years ### "Connectwise Manage" February 17, 2021 5.0 This has been a life saver. With email integration our clients can just email an issue in and a ticket gets generated. Cuts alot of phone calls and allows the technicians to work on problem rather than answer the phones. Pros great for helpdesk ticket management and tracking of client issues. All interactions from life of ticket to resolution in one place. Cons sometime the audit trail can be very confusing to track down what actually happened in a ticket and see the complete history. Review Source Aaron B. CEO Computer Hardware Used the software for: 6-12 months ### "Buyer Beware! Not for a Mac Install Base" September 4, 2020 1.0 A xcomplete wasst of time and money it did not do what I needed and the company will not cancel my contract so I'm ready to litigate my way out if I have to Pros There's a reason there's no free trial. Because their support is garbage and they won't allow you to cancel. Worst customer service of any software vendor in my 15 years in IT. Cons The UI, the customer service, everything truthfully including their training which is the worst I have had to endure. I signed up as we were looking for a sold Mac RMM tol and despite their claims their mac RMM is garbage and is nothing like the Windows equivalent and now after weeks of back and forth with their billing /customer retention I am having to resort to a chargeback to get back the nearly $6,000 I have invested in this utterly terrible software. Reason for choosing ConnectWise PSA I wish I hadn't Review Source FB Fran B. Business Development Information Technology and Services Used the software for: 6-12 months ### "Room for improvement but a great integrated solution for multifaceted businesses " October 23, 2023 4.0 Pros Tickets, projects and CRM are all integrated. Cons There are some issues with latency and ability to use product services when updates have been released. There tends to be a period of issues after new features are rolled out. There additionally seems to be periods of slow connectivity towards the end of the month, which as part of the sales team can prove difficult. Review Source DB Dominic B. Web Developer/Designer Used the software for: ### "ConnectWise Review" April 14, 2010 3.0 ConnectWise can probably streamline the majority of business management. However the overly-complicated graphical user interface and lack of documentation drastically diminishes any positive features included in this business management software. Final verdict, pass on this product! Pros On the surface, ConnectWise is a full featured business management suite. It boasts features such as a support ticket system, project management tracking and client billing with integrated time-tracking. The wide-array of features bundled in the ConnectWise software allows the business user to accomplish practically any business management function in multiple ways. The work-station installation is pretty easy and only requires .NET and Internet Explorer running in a Windows environment. Cons Persistent bugs and .NET errors make ConnectWise highly unusable. By not streamlining application features the end user is left spending countless hours trying to figure out the best way to use the software. Permission based user account controls add additional difficulty to the administration of ConnectWise. Lack of permissions can cause numerous business down-times. Project management capabilities are overly-complicated typically taking the administrative user multiple trial-and-error attempts. Tickets submitted to the ConnectWise product support department gained an initial response within one or two business days. Resolution could take up to a week. In one instance better product documentation could have provided an answer but waiting for one week to get a response from the support department was unacceptable. In another instance there was no solution for a Windows 7 compatibility issue. The "canned" responses were typical but didn't provide any resolution. Review Source BM Brian M. IT Administrator Information Technology and Services Used the software for: 2+ years ### "Great for MSPs" July 22, 2021 4.0 Pros Can be used as a one stop shop to manage everything from CRM to Help desk support tickets to KB and configurations. The work flows make customizing it easy and powerful. Cons Sometimes the updates break our custom workflows. Review Source VR Verified Reviewer National Account Manager Used the software for: 1-2 years ### "One of the best ways to stream service processes, leading to an increase in productivity throughout." March 8, 2018 5.0 Pros We love how powerful of a help desk platform ConnectWise Manage is. It integrates well into our proprietary software, has a wonderful ticketing system, and has excellent customer support. Cons Although all tickets & processes are received quickly & efficiently, one can expect to see a slight delay when updating large batches of tickets. Thankfully, once it's processed, everything begins working well again. Review Source CH Craig H. Director Used the software for: ### "Essential software - but not perfect" May 10, 2012 3.0 If we were to do it all again, we'd still opt for ConnectWise. It does the job but it is very much a leap of faith putting your business and livelihood under the control of such inconsistent software. User forums and user group meetings are great as is the annual conference - there's more to be learned from other users than the company itself. CW also has training in other areas of running a small IT business. They run webinars and seminars on sales, marketing, staff hiring and firing, etc. You get a lot more than just software. Pros "If it isn't in ConnectWise, it didn't happen" is their mantra. CW will capture every single piece of time and expense in your company, it will manage marketing campaigns, projects and even stock. Ours links to Kaseya and MYOB accounting but the preferred setup is Labtech and Quickbooks. Quosal quoting completes the suite to be everything a small IT company needs. Cons It does everything adequately and none well. Whilst it is riddled with bugs, it is getting better. Issues like stock control not being able to count are gradually being ironed out. Reports are basic bordering on non-existant - but every release improves on that. One annoying "feature" is the ease in not doing things correctly which causes problems later on. For example you can add stock items to a service ticket but if the tech forgets to mark it as shipped then it will remain in the stock count. Why not a prompt that you're about to close a ticket with unshipped items? How about the option of not using shipping at all? User interface if very annoying due to inconsistencies. Sometimes you have to search, sometimes you don't. If a search returns a single result, sometimes it just fills in the form for you, other times you have to select it from a pop up list of one. Review Source AR Angel R. IT Service Manager Education Management Used the software for: 2+ years ### "Review" March 30, 2021 5.0 Pros ConnectWise is always evolving as technology continues to grow. Cons I wish connectwise had a feature to keep track of geo location time entries to help us with expense reports. Having a way for employees to "clock in" when they arrive at a client's site. Review Source AW Andrew W. Manager, Centralized Services Information Technology and Services Used the software for: 2+ years ### "ConnectWise Manage - Decent PSA" April 7, 2022 3.0 Pros ConnectWise Manage provides a really good platform to cover all aspects to run an MSP. Ticketing, Procurements, Sales and Account Management. The hosted solution provides a inexpensive entry to the software without the overhead of managing a local instance. Cons ConnectWise Manage does a decent job of all parts of a PSA, which means every feature is just average. Support can be painful to work with. Review Source MB Matt B. IT Consultant Used the software for: 2+ years ### "Should be so much better" July 1, 2018 3.0 worked out what not to use Pros There are lots of features, crm, helpdesk, sla management, project management. They provide a course which is aptly named university - as you will need a degree to work out the way they set up the system, its not logical! Cons Support from connectwise is poor and got worst when opened their uk office. Been using CW for 6 years. When it works its good. When it breaks you have to wait for USA support to wake up. Then you will get a read the manual option, if they don't close the ticket before answering. It is expensive and they then expect you to pay to join them on their jolly meet ups. Review Source VR Verified Reviewer Principal Consultant Information Technology and Services Used the software for: 2+ years ### "Connectwise" February 15, 2019 5.0 Pros I like that is covers everything you need to do as a IT business, from service work to purchasing to invoicing. Cons They are the 800 pound gorilla. So some things move slowly to develop. Once they do get on track things move fast. Review Source VR Verified Reviewer Sales Support Specialist Business Supplies and Equipment Used the software for: 6-12 months ### "Easy to Use but Limited Customizing Options" December 28, 2018 4.0 Pros This program is very easy to navigate and find information that you need to successfully manage your business contact information and orders. Cons There are a few features that our team would like to implement with the system, however it is just not possible to customize they program for our needs. Our business is very unique and the lack of customization causes issues internally. The only way to request changes is to propose an idea in the ConnectWise community and have it voted on by other members to get it added to their roadmap. Review Source Chris H. Engineer Used the software for: 2+ years ### "Robust solution but not the most user friendly" December 14, 2017 4.0 Pros Lots of customization available Large amount of features and add-ons Connectwise University is very helpful Cons The more features and options mean the longer it takes to do something Not very intuitive when setting up projects Review Source VR Verified Reviewer Business Consultant E-Learning Used the software for: I used a free trial ### "Feature filled - ConnectWise it boost" August 3, 2023 5.0 Pros We are currently using Amazon Connect as the inbound call dialer for our business. We have taken ITBoost on trial and this seems to have more features. It provides us with more details with regards to the incoming contact, such as contact history, live updates and also suggests helpful knowledgebase articles. The experience seems a lot more 'complete' and is easy to understand. Cons I don't like the way that products seem to be separated out. My understanding is that Connectwise gives you access to their entire platform, however this is not the case. You need to signup to trial different products which is slightly annoying. Other than that, this seems to be a good piece of software. Review Source MF Mike F. Dispatcher Information Technology and Services Used the software for: 6-12 months ### "Dispatch at a Glance" February 24, 2021 5.0 Despite having a lack of experience in the field, CW Manage has made my transition to office dispatcher/project manager much easier to navigate. The indexing functionality and alerts make it simple to find and assign tickets with minimal keystrokes. Pros My job is to manage tickets and direct our service team for a variety of MSP services. CW management allows me to juggle and organize assignment on categorized boards, with easy to navigate filters to allow me to access information quickly and efficiently. Cons The platform is very robust, so there is a steep learning curve to understand and utilize its functionality. Review Source Mark A. H. Technical Account Manager Used the software for: 2+ years ### "The best platform for MSP's" April 9, 2018 4.0 Pros Integrations with other software. The web interface is nice is needing to work on a borrowed/shared PC. Cons Resource heavy. Sometimes slow to respond. Occasional crashes/freezes. could be a little more intuitive. Review Source CV Carol V. IT Project management Computer Software Used the software for: 1-2 years ### "Contact management " August 15, 2018 5.0 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. 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. Review Source VR Verified Reviewer Telesales Executive Used the software for: 1-2 years ### "not my chose and would not be " July 9, 2018 3.0 Pros not just a CRM and has lots of functionality and it's online or in-house and there is connect wise university for learning to use it......which is needed as its so large with options Cons poor interface clunky and over complicated for simple tasks easy to mess up and limited connectivity with other programs no simple tools like calendar reminders alarms etc Review Source PJ Phil J. CEO Information Technology and Services Used the software for: 2+ years ### "ConnectWise Manage is turning out to be a big mistake for us!" September 7, 2022 2.0 It was okay until a few months ago, when they made an error on our invoice. Pros It is a decent CRM, but working with their customer support is a nightmare. Cons If you have a billing question or issue, nobody there takes responsibility for it. Switched from [QuickBooks Desktop](https://www.capterra.com/p/212058/QuickBooks-Desktop-Pro/) We needed a CRM Review Source Christina B. Human Resources Generalist Human Resources Used the software for: 2+ years ### "Good industry specific software" August 6, 2019 3.0 Pros For time tracking / ticketing etc; works well. Cons Updates continue to break / loose our work rules and we continue to have to update/ reenter them. Can be very frustrating and time consuming. 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