# Page 8 | ConnectWise PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of ConnectWise PSA ## Showing most helpful reviews Showing 176-200 of 275 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer IT Technician Hospitality Used the software for: 6-12 months ### "A good place to start for a ticketing system" February 21, 2018 3.0 Pros The software is good for seeing what tickets I have open and easy to search for previous tickets. The software does a good job of grouping things together and not cluttering up anything Cons I really wish there was some way to have a knowledge base like some other ticket systems include to help eliminate some tickets Review Source VR Verified Reviewer Chief Information Officer Information Technology and Services Used the software for: Less than 6 months ### "Great tool for MSP's" October 23, 2018 5.0 Overall, Manage has been a strong unifying factor for the company. We're still in the middle stages of implementation, but already it has changed the way the company information is accessible for the better. Pros The fact that it can handle all aspects of the business in one tool means all information will be that much easier to find and act on. Marketing, Sales, Projects, Service, Invoicing...all tied together. Cons There are so many features, that it is hard to know when things are configured enough to get started. I finally had to just take the plunge and implement what was configured. Once the dust settled, I was able to slowly add more features as my users continued to receive training. Review Source ML Marrek L. IT Manager Information Technology and Services Used the software for: 6-12 months ### "Easy to use, annoying remote capabilities" July 11, 2017 4.0 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. 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. Review Source JM Joseph M. Account Manager Computer Networking Used the software for: 2+ years ### "Can't go to work without it. a must have for any MSP" July 13, 2022 5.0 Pros Handles patches and machine monitoring with no issues Cons You need to know your way around the support staff Review Source Garry A. Client Relationship Manager Used the software for: Less than 6 months ### "Great ticketing and PSA system with all the features an MSP needs to be successful. " January 18, 2018 5.0 A streamlined and integrated ecosystem makes the whole MSP process from PSA to Automation to Quoting completely seamless. Pros Everything is in one place. With Connectwise it's all about the ecosystem. They have brought in Labtech and branded it Connectwise Automate, Quosal and branded it Connectwise Sell, and ScreenConnect and branded it Connectwise Control. All of these features combined together create a very powerful and tightly integrated ecosystem that just works for MSP. Cons The interface can get cluttered fast with so much going on. There are tons of features packed into the UI and it doesn't appear as streamlined as other PSA systems I've used. Review Source AA Ahmed A. On-site Information Systems Technician Information Technology and Services Used the software for: 2+ years ### "Pristine ticketing system and Solid Knowledge Base" July 3, 2017 4.0 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. Review Source VR Verified Reviewer Project Delivery Manager Used the software for: 2+ years ### "The very best in ticket management on the market" January 26, 2018 5.0 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. Review Source MS Marko S. IT Support Tech Hospital & Health Care Used the software for: 2+ years ### "Great Remote Software" October 3, 2019 4.0 ConnectWise has allowed us to remotely manage a number of different devices in the field. Its simple and easy to use. Pros Simple and easy to use. I have used this software previously as ScreenConnect. Its kept the same general functionality despite the name change. Cons Like any remote software, you may run into connectivity issues occasionally but that is to be expected. Review Source JR Jada R. Facility Supervisor Recreational Facilities and Services Used the software for: 2+ years ### "Connectwise" April 2, 2019 5.0 Excellent support. Excellent product. We have been using this software for years with no major issues. Pros Connectwise has simplified our billing, client notes, and employee time entries all into one software. Their support is super helpful whenever needed. Cons The hosted solution can run a little slow occasionally. Moving to an on site server was a big change. Review Source SC Sally C. Office Manager Information Technology and Services Used the software for: 6-12 months ### "Their updates often break their own system!" November 20, 2020 3.0 Meh. It fits our needs due to our industry but if we had another option, we would absolutely explore it. Pros Once you know what you're doing....it's ok. Until then, its an absolute headache to follow the layers upon layers to get the information you need. Cons So. Many. Clicks. You have to navigate to strange places to find the info you need. The updates to the system often break other features and they are not quick to provide fixes. The customer service is hit or miss. Review Source RG Ray G. Ops Dir Information Technology and Services Used the software for: 2+ years ### "Connectwise Manage is the best all suite I've ever used in my twenty plus years of IT!" July 11, 2017 5.0 Manage more IT business with less resources! Great value! 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. Review Source Gary G. Service Team Lead & Dispatcher Computer & Network Security Used the software for: Less than 6 months ### "If you can learn it all, you can do it all!" March 20, 2021 4.0 Communication and productivity is absurdly good with ConnectWise Manage software, as long as you configure it right! Pros There is an absolutely astounding amount of features within this software. Everything from making tickets to creating projects, contact lists, statistics, sales, etc. If you can remember it all, this has potential to be the only software you'll need to run your company! Cons Using ConnectWise can be very confusing if you don't train on it for at least a few weeks. I would recommend shadowing somebody and learning how to navigate the software with them in addition to any training offered by ConnectWise. Review Source VR Verified Reviewer Tech Specialist Information Technology and Services Used the software for: 2+ years ### "Clumsy and Not Intuititve" June 7, 2018 4.0 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. Review Source CR Cameron R. System Analyst Information Technology and Services Used the software for: 1-2 years ### "The best ticketing system you can buy" May 9, 2019 5.0 Pros I love ConnectWise because you can do so much with it. Its not just a ticketing system. There is a finiacne portion and dashboards and it even keeps track of inventory which can be nice. Its very power but with that can some a certain complexity that can get in the way. Overall I like ConnectWise for just the ticketing aspect. Cons I think in many parts this system is overly complex where I feel like I need to take a class in order to fully use certain features. Review Source PS Patrick S. Strategic Advisor Information Services Used the software for: 2+ years ### "Comprehensive Platform" November 15, 2022 5.0 Pros Managing Ticketsl, Opportunities, Projects and Invoicing Cons Would probably implement a few things differently now. Review Source EM Emily M. Communications Manager Insurance Used the software for: 1-2 years ### "Difficult to Use for Non-IT" June 10, 2021 2.0 We switched to another system when possible -- it just wasn't a good fit for our needs. Pros We didn't like a lot about the system! Once you got the hang of reporting it worked well, and the end user portal was nice, but the back end of the system was really frustrating. Cons We tried to use the same ticketing system as our IT team, but it was too clunky to easily scale across departments. Set up was a hassle, the user interface looks old, and it was too cluttered and non-customizable. Review Source JL John L. CEO/ Sr Engineer Information Technology and Services Used the software for: 2+ years ### "Software that we rely on" February 21, 2017 4.0 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. Pros Depth and width is extensive Cons Depth and width is extensive Review Source Response from ConnectWise 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. AK Amanda K. Sales and Service Manager Used the software for: 2+ years ### "This software has helped make it easy to keep all of our client issues scheduled and organized " April 10, 2018 5.0 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. Review Source WS William S. Vice President & CFO Information Technology and Services Used the software for: 1-2 years ### "Good platform however support need to be support by phone or email or chat." July 13, 2017 4.0 Streamlined and helped us with workflow and proficiency. 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! Review Source CA Cheryl A. Dispatch Computer Networking Used the software for: 2+ years ### "Easy to use " January 10, 2017 5.0 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. Pros I love how Connectwise is always updating their software, adding new items and making it friendly for the users. Review Source Jessica R. Office Administrator Information Technology and Services Used the software for: Less than 6 months ### "Connect wise software " February 13, 2019 5.0 Pros I like that you can customize the tabs you use on a daily basis instead of constantly going back into the menu bar to get to where you need. My company uses this to basically run our day to day and it makes the process so easy. I also enjoy all of empires employees are able to acces the same accounts and information whether we are remotely in office or on site for projects. Cons In searching for a company or contact if the name you are searching for isn’t entered exactly as it was saved it makes for finding the information time consuming. Review Source Adrian M. Senior Storage Engineer Used the software for: 1-2 years ### "I normally use my this tool at work" April 10, 2018 4.0 well my company says that the tool help a lot to invoice customer and follow up the projects Pros There are a lot of features that this product has. The data points that can be tracked are massive and the integration with labtech and exchange is also full Cons The user interface is slow and cumbersome. Navigation is not intuitive and it can be frustrating trying to move to another area of the app. Review Source FB François B. Architect DBA Construction Used the software for: 6-12 months ### "Very complete product" August 6, 2020 4.0 It has a wide range of features and is configurable, but sometimes slow and never really user-friendly. Pros A lot of features, from ticketing to timesheet entries with project and activities management, user-secured access to features. Cons The visual interface is in need of an overhaul, it is cluttered and not particularly user-friendly. There has to be a way to simplify timesheet entry to clicking in a box at the intersection of a day and activity and just punch in a number of hours, instead of having a whole window open where you specify start and end time, which is way too cumbersome! Review Source JH Jon H. Network Engineer Information Technology and Services Used the software for: 2+ years ### "Decent Ticketing Software" March 20, 2019 4.0 Can be difficult to learn and is not very intuitive. Its got so many options that are organized, but very scattered. Pros ConnectWise Manage punches above it's weight class for the price. Cons The core interface has not changed in years. However the web application has come a long way. Review Source David R. Manager - Technical Services Division Computer Networking Used the software for: 2+ years ### "Helps keep track of all of your technicians and jobs." September 12, 2018 5.0 Pros Is very detailed about what you can track and helps keep technicians to manage their daily jobs and billing for those jobs. Cons Can be a little overwhelming when setting up and first using the software. Takes a bit of training to learn how to use. 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