ConnectWise

ConnectWise Manage

4 / 5 110 reviews

Who Uses This Software?

Made for companies that sell, service, and support technology - from managed service providers to managed print, VOIP, and VARs.


Average Ratings

110 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • ConnectWise
  • www.connectwise.com

About ConnectWise Manage

ConnectWise is the leading business operating system for IT service providers & consultants, MSPs, integrators & developers. Over 28 years, ConnectWise has become a standard in the IT industry with over 300 API integration partners. As a result, 2 out to 3 top MSPs choose ConnectWise for greater accountability, operational efficiency & profitability. View the demo and learn how you can join them.


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ConnectWise Manage Features

  • Backup Management
  • Billing & Invoicing
  • CRM
  • Dashboard
  • Help Desk
  • Issue Management
  • Live Chat
  • Patch Management
  • Project Management
  • Remote Access
  • Remote Systems Monitoring
  • Scheduling

ConnectWise Manage Reviews Recently Reviewed!


Long time ConnectWise user still loves ConnectWise

Jun 29, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate. Connectwise will try to sell you, quosal, connectwise, labtech. Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks. I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.

Pros: Mobile iPhone app is A W E S O M E !!! Your clients can use the customer portal Constant Updates Feature request bidding system. 24 hour support online training videos Application blueprints, telling you which modules interact with other modules. Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it. QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs. Mark invoices as paid in QuickBooks and sync to ConnectWise. They are the biggest, so they integrate with everybody. Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.

Cons: It can be overwhelming for small companies The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly) If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out. Each user needs their own account. don't buy the on-premise edition, you won't be able to keep up with the updates. They update so frequently I have to update my QuoteWerks frequently,

ConnectWise PSA

Mar 18, 2011
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: We've used ConnectWise since 2007, and over the years, the product has seen a multitude of feature improvements and enhancements. For an IT consulting firm looking to track client agreement invoicing, service level agreements, employee productivity, sales opportunities, marketing campaignment management, or inventory and purchasing, ConnectWise can do it with flying colors.

From a client perspective, ConnectWise makes it easy for end users to submit service requests as well as get the status of said requests. An integrated web portal for clients allows the review of hardware and software assets, service request approvals, and invoice reviews. Additionally, for our larger clients, we've been able to extend service capabilities to in-house IT providers while hosting them through our installation.

Due to the great support, active community, and rapid development, I can't imagine running my business without ConnectWise. While the software is great, the community is even better.

Cons: I ranked Ease of Implementation as 3 stars. Keep in mind that we implemented CW in 2007, so much of the onboarding may be different today. Given the capabilities of the software, some pain should be anticipated and expected as you learn how to utilize the software.

Additionally, setting up the integration between ConnectWise and other 3rd party apps can take some time. With most applications, you setup 1 or 2 API accounts, grant access, and test the integration. Some integration takes more time.

One example is the integration for QuickBooks. To really get the accounting side setup, expect to spend some time and money working with a qualified accountant (if you don't have one on staff) to ensure all data is passing through and classified correctly.

Even with the cons of setup, the ConnectWise University is very well done. Video tutorials are available on almost any aspect of management, and step-by-step checklists are available for just about any multi-step process.

Overall: I would highly recommend IT firms looking to improve their internal efficiency and client support look at CW for a PSA tool. The software is stable, support is great, and updates arrive quickly. Access to your data can be gained through any web browser, iphone / droid apps, or through the native .net application.

Many vendors are writing to the CW API allowing for real-time data integration from products such as backup solutions, spam and virus filtering, firewall statistics and even sales opportunities. CW integrates with MANY RMM solutions providing even greater management capabilities.

The biggest benefit is by far the great and active ConnectWise community. We are very involved with the ConnectWise users group on a quarterly basis and we attend the partner summit (ITNation) annually. If you are only looking for PSA software, ConnectWise can fulfill that need. If you're looking for a great community of business peers, ConnectWise will bring an even greater ROI.

CRM, ERP, PSA.. too many acronyms - this is the full platform for IT, telecommunications, MSPs, and other service businesses

Dec 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: CW walks the line between small businesses (5-10) and mid-size (100-500) very closely. It's difficult to accommodate both markets - keeping the product simple enough that a small shop can setup and administer it without hiring full time staff or consultants while still allowing the complexity and robustness required from the larger clients. So far they're doing this quite well. In addition, as a company they are operationally mature and their development processes and platform reflect this.

Pros: The functionality is robust out of the box and setup is rather logical and self-explanatory (unlike, say, Salesforce). The company is great to deal with and truly cares about their client base and optimizing their product based on feedback. Pricing is reasonable - more than a basic CRM but less than competing platforms like SF or MS. Application has sufficient customization options and API has reached maturity. Database is very logically designed allowing you to build custom reports and manage by exception, create a data driven culture, etc.

Cons: There are certain limitations that appear to be a result of legacy code - eg, the security cannot be as granular as competing platforms and workflows aren't as complex in nature (even when overlapping with "tracks") as some of the competition's offerings.

ConnectWise Manage

Jul 24, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I work for a managed service provider and this software is essential to what we do. I've used other much more expensive management platforms in the past, and they cost a lot more and had less features. Connectwise does a ton, and I would highly recommend it for any IT service provider.

Pros: Connectwise has a lot of cool features that can help your team stay organized. It can keep all of your client data in one place, and contacts within those organizations are easy to search. We use workflow rules which is a great feature of the software that helps us keep on top of incoming tickets and service requests. We also use it for sales and marketing, procurement, time and expense tracking for our technicians, billing, project management and more. Web based or fat client give you options on how to use it. There is a mobile version as well.

Cons: The backend of the software can get a little confusing when you have to go into setup tables to make changes that you need. The mobile version isn't great from what I've seen. We've had updates that have caused issues and have remained unresolved by the software manufacturer for some time. Custom reports is a little confusing.

As a CRM/Marketing tool it still needs work

Nov 02, 2016
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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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.

Overall: 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.

Recommendations to other buyers: Improve on some very basic functionality that would make campaigning easier within ConnectWise.

ConnectWise in Outsourced IT Model

Apr 12, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: We have used ConnectWise for the past 3 years for both internal support and as the Ticketing platform for over 25 Managed IT Services clients. The product has been reliable and the features/functionality have been rich enough to support our commercial and municipal clients. The integration with LabTech enables our technical staff to provide efficient proactive remote support for end users regardless of their location. Support ticket tracking is essential for accurate and timely support delivery. ConnectWise tracking allows us to develop and adhere to Service Level Agreements with our outsourced clients. The metrics from this information helps drive the conversation about additional staffing or services when it is needed. Opportunity tracking, sales and CRM are well integrated and used extensively. The project management tools are limited but the ability to track activity by ticket and phase makes up for any shortcomings.

Pros: The integration of ticketing with the service delivery steps of a project provide a great way to show progress and issues within a complex project.

Cons: I would like to see a more robust reporting toolset to build the complex SLA reporting required for our government clients.

Loads of Features, Little Support

Mar 05, 2012
3/5
Overall
2 / 5
Ease of Use
1 / 5
Customer Support

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*

Overall: 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.

ConnectWise - Great tool but is it the

May 18, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: At the end of the day, there isn't really anything "better" out there yet. Competitors are trying very hard to take the good of ConnectWise, and eliminate the pitfalls that it has. Some are getting very close, I hope this drives ConnectWise to make some major changes in the very near future because we really do not want to have to change.

Pros: It is a great piece of software for managing, tracking, and reporting on tickets in a service environment. It does take a great deal of work to get configured, but if you put in the time it is a fantastic tool

Cons: Reporting tools are cumbersome and not very easy to customize. Integration with remote monitoring tools is also becoming more and more limited, especially with purchase and merger of LabTech. Which has a very large footprint on end user's endpoints. There is also a lack of integration when it comes to accounting software, it is really Quickbooks or nothing at this point.

Connectwise CRM Review

Jul 22, 2016
4/5
Overall
3 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The best thing about connectwise is that it incorporates almost every single aspect of the organization and provides an organized way of tracking significant information. It is particularly great for those companies that do things on an hourly basis and a manged services type of set up. Connect Wise puts in place an excellent way of implementing processes and systems for a small-midsized organization. It just needs to be learned and used correctly. The fact that they do indeed have a team devoted to helping the enduser customer is excellent. The person who is responsible for the software inhouse has the most important role of whether or not it works as productively as it can. CW can have positive changes on sales, operations and account management if DONE RIGHT.

Cons: Connectwise is definitely a tough product to learn and utilize at first. There are many features to the software and it could take months of practice to be effective with it. They do have people that work for the company who specialize in training users on how to effectively use it. If used correctly, it can potentially improve the business significantly.

Recommendations to other buyers: I would say to wait until you understand the software and how it works as well as how it effects the business. Does it increase productivity? Who uses it? What departments use it most and for what reasons etc. These are some of the questions you want to be able to answer prior to evaluation.

Essential software - but not perfect

May 10, 2012
3/5
Overall
2 / 5
Ease of Use
2 / 5
Customer Support

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.

Overall: 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.

ConnectWise Review

Apr 14, 2010
3/5
Overall
1 / 5
Ease of Use
2 / 5
Customer Support

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.

Overall: 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!

My experience recently has been terrible

Jul 12, 2018
1/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Pros: What I like most about this software is its Service Board ticketing system and that they have a variety of third party integrator that work with the software. It has a lot of bells and whistles to customize what you need to run the service desk team

Cons: What I like lease about the software is that it is not reliable. The email connector is inconsistently working which also means I don't know when tickets are not going through the system and potentially not helping a customer and losing a customer. Another area that it is week is its CRM , our sales team is looking go to sales force. Its not mobile user friendly.

Overall: I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force.

Very good PSA software with mediocre support and subpar performance

Feb 02, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Tons of features, regular updates, and improvements multiple times per year.

Cons: Performance is horrible
Support is poor
Used car like sales experience
There are arbitrary limitations to what can be done through the interface and API. The data is there but you cannot automate or take action on it without manual intervention.
Requires third party software to get meaningful performance metrics

Overall: We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor. The timeliness of their support is also very lacking routinely taking days to ask for information included with the original ticket.

Recommendations to other buyers: Invest and plan for extra time on the initial setup and configuration of the software. It will pay off in the long term.

Vendor Response

by ConnectWise on February 13, 2017

Hi Sean, thanks for taking the time to write this thorough review. We are pleased to hear you love ConnectWise. We also greatly value your feedback regarding our support and limitations. It will be passed on to the appropriate departments.

Capterra-loader

I have been using ConnectWise Manage for 7 years as an Account Manager/Sales

Aug 01, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Software that we rely on

Feb 21, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Depth and width is extensive

Cons: Depth and width is extensive

Overall: 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.

Recommendations to other buyers: If you need to optimize your engineers time and maximize your billing of time. Plus keep your clients happy with a great constant contact of where things are at. This tool is what you need. Nothing else will come close.

Vendor Response

by ConnectWise on 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.

Defacto PSA

Jul 11, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Pretty much the defact IT PSA. Allows inventory and integration into various 3rd party utilities to provide a central location for storing all your documentation and configuration information.

Built in invoicing, billing and sales functionality makes this a fully integrated piece of software.

Cons: Because of the amount of data stored in the database finding specific pieces are very difficult if you dont know exactly what you are looking for, searching for something can be extremely difficult (which is why third party software vendors have come up with their solutions that ties into this product that make this easier)

Should be so much better

Jul 01, 2018
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

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.

Overall: worked out what not to use

ConnectWise Manage has improved in the past two years.

Apr 20, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

There's so much you can do! Unfortunately, quite buggy.

Jul 05, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: Customization, organization

This CRM is very easy to navigate, and user friendly.

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: After customizing fields, statuses and boards, this CRM is very easy to navigate. Adjusting the view to whichever I prefer is great too!

Cons: I don't care for the difficult process in which to make a company inactive, or remove a user. Also, changing old templates and status boards. It would be ideal to be able to edit them, rather than having to create new ones. It is a hassle having to update old tickets with the new status or board. It would be great to be able to remove a resource from a ticket using the Actions tab on the service board list.

Overall: Organization, and easy communication with the Teams we work with.

Essential tool for IT Businesses

Feb 11, 2015
4/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

Comments: My company has been using ConnectWise since 2007 and the product has transformed how we conduct business, while making us far more efficient. Before posting this review I read the others and have to say that I was thrown by one that gave no stars for service. Their service has always been terrific in my opinion. CW has improved the support over the years by adding Chat, making it 24x7 and significantly enhancing their support materials through the University and Marketplace, as well as introducing User Groups and always refining their educational opportunities at the annual IT Nation event.

CW is an iceberg of a tool, with 90% of its power beneath the waterline. The key is that you will get out what you put in. I have just started taking the Certified Professional Administrator training, and while I scored well enough on the pre-session test to qualify for this level, I believe that I have far more to learn about CW than I already know. What's great is that the folks at CW make all of this information available. I just have to grab for the opportunity.

My recommendation for anyone who thinks that they aren't getting the level of support expected would be to use the resources more. Got a question, use Chat or open a ticket via e-mail. Go to the University and take the relevant courses or check out the Blueprints or partner kits. Go to your local user group and network with your peers. Offer up what you know and take what they have to offer. The industry as a whole benefits from this approach, and we do better for our all-important clients.

Anyway, I love the team at CW. The product is a must, but you have to invest yourself fully. It is cumbersome and some things aren't as intuitive as I would like, but if you are invested and flexible to adopting certain best practices, I think you'll find that ConnectWise is a very worthwhile business investment.

A great central system for any business.

Jul 11, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The way the program is built allows every facet of our company to be run through this software. This allows us to track everything from a centralised point and also use the phrase "if it's not in ConnectWise, it doesn't exist"

Cons: Support is often slow and deflective when it comes to requests on best practice or ways to achieve a specific task. The software is a bit clunky and sometimes feels like a number of movies are bolt on that are tied in with a price of thread rather than being fully integrated

Overall: Central point for all information, reporting, utilisation and employee management.

Great All Around tool

Jul 12, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Capterra-loader

Functional ticketing system for help desks, lacking on the project front

Oct 05, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

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.

Connectwise Manage is the best all suite I've ever used in my twenty plus years of IT!

Jul 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Manage more IT business with less resources! Great value!

Lots of Features, Awful UI/UX, But it's still the best in the MSP space

Sep 01, 2017
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Complete ERP, with lots of integration. Specific for the MSP industry. Connectwise is also very community driven, so that helps a lot with learning to leverage the software better.

Cons: UI/UX is outdated and difficult to navigate. Innovation is clearly not a priority of the company, much more about slowing rolling updates, and draining clients for money. They know they're the best and take advantage of not having to innovate fast. Lots of gaps in the software that are not difficult to close.

Good platform however support need to be support by phone or email or chat.

Jul 12, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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!

Overall: Streamlined and helped us with workflow and proficiency.

Connectwise Manage as a PSA has more features than I know what to do with

May 21, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: Being able to track our technical resources and invoice customers easier. Saves a lot of time over not having a PSA.

The product does a good job of bringing contract management, inventory and procurement, and time man

Jul 11, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The massive ecosystem of partners that integrate with the platform. Wherever the platform isn't as good, someone has written a competent that fits in seamlessly.

Cons: Not so much a software issue, but with any big implementation the most value will be gotten out of integrating your business processes and people fully with the product as soon as you can. This is much, much harder than it sounds.

Overall: Full business management platform for an MSP.

Connectwise is by far the best PSA to use for any IT company

Feb 28, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

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.

Capterra-loader

Must have for the MSP

Mar 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

Robust software that will provide all your CRM needs

Jan 16, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Good ticketing system, with many features. The ability to do quoting and invoices, track time and costs per client, dispatching, and integrate with RMM tools

Cons: This software is only as good as the initial build and layout. You will need an FTE dedicated to learning and managing the needs of the business. If you are looking for something simple to use out of the box this is not the software for you.

Overall, Manage has been a great product over the last 7 years.

Sep 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I really like that the software is web based, which helps a a lot with installation and maintenance of the software. It has robust modules and workflows which help make sure that we don't miss tickets and SLA's and it pretty configurable.

Cons: Customer portal is terrible and needs work. Consistent updates are nice, but seems like every major upgrade breaks something with accounting.

Capterra-loader

This product is central to how we work

Feb 15, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Easy to use, annoying remote capabilities

Jul 11, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: 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.

Gets the job done but improvements can be made

Jan 19, 2018
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: There are a LOT of items you can manage in this software. Learning the software can be a bit of a burden up front but once you get the hang of it, it truly is great for managing all kinds of things such as inventory, projects, service tickets, and correspondence with clients. It definitely makes a great effort in making an "all in one" type product.

Cons: We use the cloud based service, which is pretty slow at times. There have been times where I've had to restart the software because it doesn't perform super well. Queries also tend to take a long time to complete (up to 30 seconds at times). Support is also kind of hit and miss depending on who you talk to.

Its a good piece of software but its clunky

May 16, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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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.

Vendor Response

by ConnectWise on 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.

Powerfull, but lacking in some areas.

Apr 16, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Once you get a feel for the software, there is a lot you can do with it. Very transparent system, powerful reporting options.

Cons: Takes some time to master reporting and you essentially need a full-time systems admin who can become an expert. Prepare for serious investment in training in order to get everything you need out of the software.

ConnectWise Manage is a very powerful tool with lots of integration features but still a bit clunky.

Jul 19, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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.

The very best in ticket management on the market

Jan 26, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Worth what you put into it

Jun 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

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.

Incredibly vast array of useful integrated tools.

Jun 01, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This software is very powerful and a great all in one tool for managing marketing, contracts, customer service, and all other sales functions. It's pretty impressive just how many functions you have access to within the software the can really take an organization to the next level operationally if it's used properly.

Cons: The user interface isn't the most intuitive and it took me a lot of tinkering to really get the hang of it. I still am probably missing out on a lot of useful functionality within the software that I do no not currently know how to use.

Overall: Extremely powerful top notch CRM tool that can really take a business to a new level.

Vendor Response

by ConnectWise on June 05, 2018

Hello Colin Waters, Thank you for your review. We are pleased to hear that you are happy with our product. Additionally, we understand your challenge of understanding all of the functionality and hope that that you are able to utilize the whole system soon. As a reminder, we do offer ConnectWise University and several other resources that may be helpful to you in your research. We look forward to growing our partnership with you and let us know if there is anything that we can do to help!

Product works well, but development tends to cause more problems than help.

May 16, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. Powerful platform to manage all of our customer interactions. Integrates well with most of the key applications we use daily.

Cons: Each new release introduces new bugs in existing features that worked previously. Working with support is great, but many items get pushed to development and take months to resolve.

Overall very good product designed by and IT firm for IT firms

Jul 13, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

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.

Clumsy and Not Intuititve

Jun 07, 2018
4/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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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.

A product I spend 10+ hours a day in and using. Constantly evolving and growing

Mar 15, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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.

Great for MSPs

May 16, 2017
5/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Complete solution for Managed Service Providers. Great product for tracking your billable time and help desk tickets. Also includes great escalation functions.

Cons: It does take several days of training to master certain sections. I takes several weeks for implementation to work through the workflows.

Has a lot of really good features however support can be difficult and performance is not very good

Feb 07, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: Has lots of features. Fully loaded for all of the needs of an MSP. Ticketing, Sales, Asset Management, Time and Expense, Procurement all in one solution makes it easy

Cons: Slow and clunky. API calls can bring your whole production server down. Updates tend to break more things than they fix

This software has helped make it easy to keep all of our client issues scheduled and organized

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

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.

Better decisions

Feb 11, 2015
2/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: Madelyn Newman, you asked for this review so I am recording it. I have kept quiet for many years. I now place responsibility on CW for everything from bathroom leaks, global warming, fleas, pot holes in the bay area to declining revenues for service businesses.

My (now) 39 year old IT company was part of an early CW group of partners and support from CW has always been abysmal. Arrogance prevents effective response. This may have improved but we are no longer a CW partner, since support for the crucial element of our business is imperative, and CW does not seem to understand partnership support.

I believe that CW was developed for the owners¿ particular (VAR?) business, all nuances of ¿particular¿ included. There is a multitude of extraneous stuff in the software that one could never figure out with what to do, and often confounds one¿s efforts to do the right thing. Navigation in CW requires excessive key strokes if one even could decipher where to stroke!

I have colleagues and friends in the industry that continue to suffer CW¿s practices, many because they don¿t know what else to do, some newbies that believe the hype and blame themselves for the discombobulated issues, and just a few that have conquered the complexity of what should be not simple, but a straight forward activity. Billing is the lifeblood of any service business. I once thought we invested so heavily in CW that we could not afford to get out but not true. Never too late to do the right thing.

Easy to use

Jan 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love how Connectwise is always updating their software, adding new items and making it friendly for the users.

Overall: 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.

Great Tool - Lacks Intuitiveness

Jun 27, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: ConnectWise is a tool that supports all avenues of IT Services. It's a multi-tool ticketing platform that can be used for many different facets of Ticketing. Very easy to manage the operations side of things.

Cons: Very very and I cannot stress this enough, very unfriendly for new users to adopt. Requires A LOT of time and dedication to get the hang of this product. It's quite vast and can be intimidating to approach.

Excellent investment

May 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of deployment & technical assistance to get up and running quickly. Enabled the company to take a organized approach to managing customers.

Cons: Remote mobility app - lacks some key features that the main application has that are critical to ease of use.

One of the best ways to stream service processes, leading to an increase in productivity throughout.

Mar 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

ConnectWise PSA

Apr 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Targeted for Managed Service Providers.

Cons: Not intuitive to configure for needs.

Overall: Seems to be a flexible tool for managing a MSP business. It has been challenging to develop proper business processes and configuring the tool to work as we need.

Recommendations to other buyers: Pay for professional services to perform initial setup and configuration.

Easy to use and flexible to implement

Jul 16, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: One of the biggest Pros is how easy it is to use and find information. The documentation is updated and helpful too.

Cons: The project management could be better. We are a larger company and need more Project Management tools.

Capterra-loader

Robust solution but not the most user friendly

Dec 14, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality

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

high ranking CSM

Feb 21, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: chat option

Cons: projects are clunky

Overall: good software. some parts are a little clunky but over all the best I have used. the chat option is very good to have as well.

Recommendations to other buyers: n/a

Vendor Response

by ConnectWise on February 23, 2017

Hi Jason. Thanks for the valuable feedback about ConnectWise. We are so pleased to hear that it is the best that you have used.

Can do everything within Connectwise

Jun 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love how it ties with Quickbooks, makes transferring invoices and data so easy. Also great that it is so multi functional. We use it for customer interactions as well as for internal use and inventory.

Cons: Some of the updates can be confusing, however used to the changes in a couple of days time. We have a lot in our system, but loading time tends to be lengthy.

Capterra-loader

The best platform for MSP's

Apr 09, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Worked with CW Manage as an engineer, and project manager.

Dec 21, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Very feature rich application, with a wide range of configuration options. Allows a user/company to manage many aspects of a business on one platform, from support, to development, to sales and CRM.

Cons: Software is pretty complex, and very limited in it's integration for scheduling and resource management.

Overall: Gave our company a great platform for managing the various departments.

good software

Apr 17, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It does everything, even a good CMS

Cons: not intuitive enough, too hard to use in several places. Cell phone client could be better

Overall: been a customer since 2008. Recent upgrades make the software easier to use and the new layout is much cleaner

not my chose and would not be

Jul 09, 2018
3/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

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

Capterra-loader

Powerful yet restricted in some aspects

Jun 26, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Pros: - Very powerful database structure for managed services and B2B
- Can be hosted on virtual server
- Workflows can be used for automating processes

Cons: - Extremely rigid customization, perplexing at times
- Can't delete multiple entries at once! Have to go one by one.
- Hard to master and learn
- Extremely dated and boring training videos

ConnectWise PSA - The Heart of Our System Integration / Managed Services Business!

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: The operation of our business, with 16 on staff, really depends on the integrated foundation of ConnectWise, Quosal, and LabTech (with QuickBooks Enterprise for accounting). We build quotes, manage opportunities, schedule/execute Services and Projects (some fairly complex), handle products (we use Procurement - full package), Invoice clients, manage agreements, and provide managed / remote services for a wide range of clients.
The 'pros' of ConnectWise and its affiliated components are really too numerous to list. Suffice it to say that we effectively meet the needs of dozens of clients in a timely and effective fashion ONLY because of the powerful tools at our disposal. This includes making extensive use of workflows, reports, and other functionalities offered by ConnectWise.
Are there 'cons'? Of course...but getting fewer with each new release! There are Project Management, Inventory Management, and Mobile App limitations. At the moment, for example, there is no good way within Projects to establish / handle task dependencies (but it is coming soon). I would also like to see real two-way integration with MS Project Server.
Overall, we are extremely happy with ConnectWise and keep finding new ways to make use of its features and functions to improve our operation. I would recommend it to anyone trying to offer professional services in the technical arena!

If it's not in CW it didn't happen

Jun 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's quite great exactly what number of capacities you approach inside the product the can truly take an association to the following level operationally if it's utilized appropriately.

Cons: Absence of Azure AD login adjust, they have ADFS bolster however anything not as much as ADFS and you just other choice is plain old LDAP.

Good product, Good support

Oct 26, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Fairly easy to configure and use.

Cons: Too many clicks sometimes for the engineers that have

Overall: After 3 years with the product, we know it fairly well. Sales Management and support have been very responsive.

Overall this software is a great addition to our business.

Jul 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the way it looks and ease of use. It is very deep and complicated software so it takes time to learn, but once you do it is consistent with the way it works and becomes easy to navigate and troubleshoot.

Cons: It is a complex program and the setup consultant was great but it is hard to know what you don't know. I would have liked more detailed help with the set up.

Overall: Increased data gathering for increased efficiency. Organization of tickets and processes and managing the company.

Not bad but still has to be improved

Jun 04, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like that there are many features and tabs like a project, procurement, sales, marketing, and service boards. I do a bit of each so it's extremely important that I can do all of it using one tool. It's also linked to the tool we use to create our quotes which is great.

Cons: I don't think it's easy to use, I've been taught by a very knowledgeable person on how to use CW and still, there are so many gaps.

Overall: Would be nice to have some training on its features.

This is a game changer ...

Feb 11, 2015
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros - We moved to ConnectWise 6-years ago as our first proper integrated PSA tool. It has changed our business. The implementation of this software didn't drive us to cut our costs, but was fundamental in our ability to grow our business revenue with the same level of labour. We now offer a 15 minute SLA for remote support, which is something we couldn't have dreamed to consider back in the days of our 'silos of chaos'. We have doubled the size of our business since we took on this PSA. There are regular updates and there is a very healthy user group in the UK. There is even now a real UK office to support the product. We have 25 members of staff using this tool and 2,000 supported computer systems. LabTech, BrightGauge, ConnectSMART and other great tools plug in seamlessly. If you have SQL skills the data dictionary is published so dive in! If we were looking for a PSA now ... we would still buy ConnectWise!

Cons - The next version is typically better than the last. But isn't that mostly the way with IT. This is a company that is not complacent. Reporting isn't as strong as it should be especially if you want to merge the data from this with your RMM, but there are some great third party tools out there that will allow you to do this much better.

Advice - Get a demo. Speak to existing users.

The ball drops are horrifying and poorly publicized.

Jul 11, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Cons: Support and workflows top level view; and survey field character minimums limit. Why in god's name would you enforce something like this?

Best for MSPs

Jun 22, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great functions that work in all departments. From Marketing, Sales, all the way down to the service we provide to our customers and reporting back on it.

Cons: It has a larger learning curve that many users are not willing to adapt to. Without proper training it is useless.

Worst support ever.

Nov 15, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Its a good package with no support to speak of. Once you sign the 36 months contract on your own. So sad. Its a mistake to sign up.

Cons: Zero customer support. Large on going fees. Long contracts that they don't support other than taking your money. Its been the worst decision I have made for my business.

ConnectWise Review

Mar 13, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: There are a lot of features that this product has. The data points that can be tracked are massive.

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.

Capterra-loader

A major change to how we run our managed services business

May 25, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

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.

Vendor Response

by ConnectWise on 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!

ConnectWise really surprised me

Feb 11, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: I installed ConnectWise in 2010 and it was a horrible experience. Don't misunderstand - it wasn't the company or their product. The horrible experience was the one I made for myself. I tried to take it all on at once along with LabTech. Those were not fun days.

Today I am amazed at how great ConnectWise is as a PSA for us. My opinion continues to increase about this product. They aren't perfect and sometimes release something too early (not the core product - I'm looking at you ChatAssist), but the resources inside this system is truly impressive.

Beware of the capabilities. Do not try to take it all on at once. It can do so much in so many different ways, I would encourage you to take it easy and learn one piece at a time. Since I've adopted that philosophy, I have been much more pleased and relaxed about using it and implementing it further into my business.

As far as the core features most of you are looking for in terms of help desk, billing, management, etc. There really is nothing that comes close to this product. I'd highly recommend it, but only if you are prepared to be overwhelmed and then take it slowly.

Good luck! You won't regret it.

Confusing at first

Feb 07, 2018
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support

Pros: This software has a lot of features for people who are creating tickets. It's integration with Outlook 365 makes it easier to update users on specific tickets. It's laid out in a way that makes sense.

Cons: As a Marketing Manager, I find this software to be less than useful. It doesn't have the capability I am looking for in regards to emails. I want to see the email that I sent directly in the contact's file to know that I have contacted them before. When I create a marketing campaign, I want to be able to send what email was sent for that specific marketing campaign.

It may get easier to use over time, but as a new user, I am finding it extremely difficult to adapt to.

A good place to start for a ticketing system

Feb 21, 2018
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

Capterra-loader

Great ticketing and PSA system with all the features an MSP needs to be successful.

Jan 17, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: A streamlined and integrated ecosystem makes the whole MSP process from PSA to Automation to Quoting completely seamless.

Great ticketing system. Easy to use.

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ability for users to open tickets via email or a web portal. Very nice FAQ section people can look at before opening tickets.

Cons: The desktop app takes a LONG time to load up. It is also is very slow when working within the software.

Overall: Ticket management with great reporting and user experience.

Painful

Aug 14, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality

Comments: Don't use it.

Pros: Time tracking is very straight forward and easy but this is the only feature in the product that is.

Cons: Invoicing process is not intuitive, there are several steps to complete in the process which are very time consuming, and is a difficult process.

Risk and Reward

Jul 12, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Fast and accurate support, wide range of customizability, and continual updates to improve the product

Cons: complex and easy to lose track of customizations and how they interact

Recommendations to other buyers: Take your time when evaluating it and truly understand it - quickstarts are good, but only guides. You need a firm dedication to the tool and at least 1 or 2 skilled experts on the tool to optimize it for your company.

Just keeps getting better

Feb 11, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Have been using for over six years. Each iteration of the product has more features along with a focus on making it easier to use. The API has received a ton of attention of late and is allowing a slew of great third party apps to integrate with ConnectWise and make it even stronger.

Support, which we have always found to be top notch has gotten even more attention of late. I believe it is now 24x7 and any of my staff is able to start a chat with ConnectWise directly from the website (not just our Admin). As the owner of my organization, I appreciated the ability to reach out to them with an issue I was having on a Saturday at 5PM.

A final huge plus is the ability to use the standard client or the web client - and you can't even tell which one you are using.

All of this flows down from the leadership at ConnectWise. They use the product daily and are not isolated from the customer base and/or the product. A GREAT yearly conference, is the icing on the cake. Love this software and love the company.

Capterra-loader

I normally use my this tool at work

Apr 10, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: well my company says that the tool help a lot to invoice customer and follow up the projects

Customizable and expansive

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I've been using ConnectWise for over seven years. Their constant cycle of improvement is outstanding. The development team is very open to suggestions and I've seen many enhancements added over the years that were on my wish list. Not to say there aren't bugs now and then, but they generally get addressed quickly.

Overall our company is quite dependent on the software. We've got our sales leads in there, our customer contacts, our service history, current opportunities, projects and tickets, timesheets, expenses reports; we invoice out of it; we use it to send out our newsletter and track opens and click thrus - just about everything.

Pros - expansive; flexible; have passionate employees
Cons - can get sluggish. not all features are intuitive (like emailing clients from time entries), sometimes tier 1 support knows less than I do

Buyer beware. Waste of money. Poor customer service.

May 10, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Nothing. Not one thing I can say about this system or service that is positive. Not the support, sales, or customer service. The feild service texhs hate it. Waste of money.

Cons: Outdated system. Does not do what was promised Not good for service techs. Tried to merge with quick books and it destroyed our system. Requested to speak to a manger and calls are never returned.

Very thought out ticketing system for IT

Apr 24, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: Offers a very good interface for user experience. Creating tickets is very simple and offer a wide range of information to be inputted. Integrates very well with our user database.

Cons: Can be very verbose for new users. Need tutoring and good amount of usage to get used to.

Vendor Response

by ConnectWise on May 31, 2018

Thank you for reviewing us! We love hearing feedback and are glad to hear that you are happy with our product's ticketing system and integrations. Have you tried utilizing ConnectWise University in your tutoring? It can be helpful in learning how to best use the product for your company. Thank you again, and we look forward to growing our partnership with your company even further.

Capterra-loader

Of the 4 or 5 I've used, this is the best PSA I've found.

Mar 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: It is simple, relatively intuitive, and provides excellent integration both between its internal components as well as other applications (e.g., ITGlue).

Cons: The KB articles could be a little more user-friendly to create. The "insert hyperlink" feature does not always work as it should.

Streamlines the business

Nov 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This was in need to streamline our business. We had multiple unfriendly applications that was hindering the management of our accounts.

Cons: We are still in the evaluation phase as this is a new management tool. So far we're pleased with the results.

Huge bang for the buck

Oct 26, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Connectwise enables all facets of our business to be on the same page, streamline, and automate. The ability to integrate easily with other services make this a no brainer since if it isn't in ConnectWise, it can easily be added. While the tool itself can be complicated to learn, that is a result of the depth of the abilities inside of the tool. Support is top notch and responds quickly and the community that developed around this product is spectacular. I would recommend this to anyone looking for a tool to manage their service centric business.

Great Product, Great Customer Support

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Much better than our last platform. University makes onboarding a breeze. Customer Service beyond awesome.

Cons: Lots of learning, and a lot of setup, but in the end it has made us more streamlined. Very much worth it.

Vendor Response

by ConnectWise on May 31, 2018

Thank you so much for your review! We really appreciate it and look forward to growing our partnership with your company.

ConnectWise Will Help Your Business Grow

Oct 26, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have used ConnectWise for years and help other companies optimize their work flows and processes to save time, automate and grow their businesses. We use ConnectWise in our day to day operations and love its ease of use. Having everything in one business tool makes it easier to manage daily functions, especially when they are all right there, at your fingertips. Our company also participates in the Beta program and the PIN program which allows us to provide valuable insight and input to the ConnectWise development team.

Solid PSA Product

Feb 11, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been with Connectwise Several Years - We left for a time for Autotask and have used paper and pen and spreadsheets among other methods. Connectwise is the most power PSA Product around with the best integration. If your business intends to grow beyond a couple technicians this is where you need to be.

Pros: Solid feature set and integration, Mobile Access, Web Access, Rapidly improving feature set, Great customer service.

Cons: More complex than competitors

No substance behind the sales and marketing hype.

Feb 11, 2015
1/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: Our company had high hopes for Connectwise, but unfortunately what was promised and sold did not materialize into what we received. After a terse series of emails back and forth they did concede and allow us out of our contract. We are currently using commitcrm and are much happier with the price, options and support. We stumbled across commitcrm on our own and there has been zero marketing hype, just a free demo which lets us experience the product first hand.

Outstanding platform

Feb 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Can be a little overwhelming when you first get started, but would not trade the platform for anything. Would definitely purchase again!

Vendor Response

by ConnectWise on February 13, 2017

Hi Chris, thanks for taking the time to write this glowing review! We are so pleased to hear that you are a happy partner of ConnectWise! We understand that it can be a little overwhelming at first. Please don't hesitate to reach out if we can assist in any way.

Jun 01, 2016
3/5
Overall
1 / 5
Ease of Use
5 / 5
Customer Support
2 / 5
Value for Money

ConnectWise PSA

Apr 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: We use ConnectWise (CW) throughout the company and generally find it an excellent tool.
Almost all of our external tools are integrated through CW and this enable a central point of collection for clients being billed for various services without us having to continuously check that the system has been updated prior to billing.

Vendor Response

by ConnectWise on April 13, 2017

Thanks for taking the time to provide your feedback!

ConnectWise helps my business run smoothly

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been on ConnectWise for almost 8 years now. Overall we are very happy with the solution. Are they perfect? No. But neither is Microsoft. Connectwise is great at listening to their users though. And they get my business. It's not just a product for us, its a lifestyle. and by that i meant that they are integral to the way we support our clients - from initial contact to invoicing and collections.

ALL IN

Feb 14, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: In the last 5 years we have jumped All In with ConnectWise, LabTech, Quosal and several of their 3rd party products. Let me just say that it was one of the best business decisions we have ever made. I should mention that it was not always easy and there were issues along the way but ConnectWise & LabTech have had growing pains along the way, but we have not had any support related issues recently.

Integral and vital part of our business for 10 years

Feb 11, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We were an early adopter of ConnectWise, and it's been fun watching them grow into an industry powerhouse. Like any long-term relationship, we have a few up and downs, but we haven't ever seriously consider switching PSAs. We believe that ConnectWise is committed to the MSP community and dedicated to helping us all work together, even in the rapidly changing tech world.