# ConnectWise Integrated Expert Services Reviews **Vendor:** Continuum **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.0/5.0 **Total Reviews:** 19 ## About ConnectWise Integrated Expert Services When your clients need support, they would much rather talk to a person on the other end of the phone instead of a robot. But hiring new technicians is time-consuming and expensive. Even if you find the “perfect hire,” techs know they’re in high demand and often look for greener pastures. Ultimately, run the risk of doing expensive onboarding without seeing any of the benefits. ConnectWise Integrated Expert Services delivers a fully staffed help desk, NOC, SOC, and consultants to handle day-to-day support and labor extensive networking, technical, and cybersecurity issues. For more detailed work, our services include highly-trained individual techs to pick up the slack and fill in the gaps of your in-house staff. Plus, our consulting services can help your team tackle the challenge of tough projects. ## ConnectWise Integrated Expert Services Reviews ### 1. ConnectWise is easy to use and manage **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2024 **What do you like best about ConnectWise Integrated Expert Services?** ConnectWise offers a rage of features that all work together. The helpdesk, security, and NOC services are excellent. **What do you dislike about ConnectWise Integrated Expert Services?** Some of the features take some time and support to setup but once setup, it works great. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Keeps all of our helpdesk tickets organized and in one place. Can sort by company, dates, etc. to see which tickets needs to be addressed quickly. ### 2. It works well, but leaves a lot to be desired for the out-of-box features **Rating:** 3.5/5.0 stars **Reviewed by:** Brad S. | IT Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2023 **What do you like best about ConnectWise Integrated Expert Services?** it is a solid solution that performs as promised **What do you dislike about ConnectWise Integrated Expert Services?** leaves a lot to be desired for the out-of-box features **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** allowing a way to manage customer databases and tickets from a single point ### 3. For 24/7 Monitoring the NOC are great and it does save time to do other things **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2022 **What do you like best about ConnectWise Integrated Expert Services?** Since their customer base is so vast, they have seen a huge variety of problems on an array of different platforms, so they have a lot of the answers already. The NOC is very integrated with the rest of the platform so you can leave them to look after your servers and they can log in and correct any problems as they occur. They only contact you if they need your input. **What do you dislike about ConnectWise Integrated Expert Services?** Sometimes the engineers can be hard to understand, when they leave messages there is a lot of background noise and the quality can be very poor. The work they do is excellent but the quality of communication can be difficult. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Using continuum means that some of the tasks that can take time - for example checking backups and working out why they failed and correcting the issues are all done by the NOC, they complete tickets to let you know what has taken place so you can still see what the problem/resolution is. It's all the little things which mean you can concentrate on your customers while they work away in the background. ### 4. Best IT Remote Management and Help desk tool **Rating:** 4.5/5.0 stars **Reviewed by:** Rana G. | Network Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2022 **What do you like best about ConnectWise Integrated Expert Services?** Multi app support under single platform. Some of the key features are listed below which I used to use in Enterprises. HelpDesk Remote Access Backups Patching Scripts Health Monitoring Schedules Remote Support NOC Support **What do you dislike about ConnectWise Integrated Expert Services?** An agent is required to access the servers. Sometime portal is not updated. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Monitoring Day to Day servers and fixing the issue. Continuum Generates the alerts from Event Viewer and RMM client into Tickets and we resolved the tickets. ### 5. Continuum RMM and Help Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Marcos J. | Managed Services Administrator, Computer Networking, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2018 **What do you like best about ConnectWise Integrated Expert Services?** Ticket creation and management easily integrates with Connectwise. NOC is knowledgeable and very communicative on issues and have the ability to answer calls using your company name rather than a generic answering service. Tickets are handle with expert knowledge and support and very few tickets have ever had to come back in house. **What do you dislike about ConnectWise Integrated Expert Services?** There is not much to dislike except for the usual pitfalls when dealing with a third party help desk. There is no getting to know the help desk people as you would other coworkers but they are trustworthy to get the job done. **Recommendations to others considering ConnectWise Integrated Expert Services:** The most important part of using this product is having the documentation in place so that the help desk can do all of the things you would need them to do. It would be just as time intensive to answer each question about passwords or licensing as it would be to just handle the ticket yourselves. To see a good ROI and ensure your time and money are saved you should absolutely have all of this in place before working with any 3rd party hd. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Able to provide 24/7 support. This was the key business function we were looking to solve. Being a shop that did not operate 24/7, adding this helps us to provide services for a wider variety of clients who may need to have 24/7 support. This was especially important for those clients with global offices. ### 6. Continuum services and the convenience that it provides **Rating:** 5.0/5.0 stars **Reviewed by:** Eric O. | Web Programmer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 15, 2019 **What do you like best about ConnectWise Integrated Expert Services?** Continuum provides some of the best remote management software solutions in the business. The ease of handling updates ans security patches across an entire network at one one is time saving and productive. **What do you dislike about ConnectWise Integrated Expert Services?** There are some automation issues but for the most it works rather well. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Updating an entire intranet system with multiple machines using Continuum has made the process very seamless and addressing issues in the field is something that can happen in real time right from wherever you are at. ### 7. Excellent staff, significant up-front time commitment for setup **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel O. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2018 **What do you like best about ConnectWise Integrated Expert Services?** This is a robust product that covers pretty much anything I can throw at it. I'm still in the process of onboarding new clients to it, which is at first overwhelming but becomes more intuitive as I go. **What do you dislike about ConnectWise Integrated Expert Services?** The initial sales pitch was great, but they left out the time-intensive things that would have to be completed in order to onboard clients. **Recommendations to others considering ConnectWise Integrated Expert Services:** I've said it already, but there is a huge time commitment to deploying this product, and in some instances a large learning curve. Having said that, the company, the employees, and the product are all well worth it. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** I am using Continuum Help Desk for outsourcing everyday support issues so that I can continue to work on selling my overall MSP services. ### 8. Highly leveraged Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** anthony p. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2018 **What do you like best about ConnectWise Integrated Expert Services?** In the MSP world it's difficult knowing when and if to build a 24x7 Help Desk. Continuum allows you to scale quickly and I love the ability to provide patching, managing and fixing of any size environment. The remote management platform is second to none. One of the featuress that I enjoy most is being able to setup an automatic remote admin user on every machine. I no longer need to worry about having credentials that the end users has to supply. **What do you dislike about ConnectWise Integrated Expert Services?** Some of the product integration needs to be cleaner. The Auvik integration and management takes a bit of time to understand. That's is a minor issue though because Continuum does a great job of walking MSP's through completion of every implementation. **Recommendations to others considering ConnectWise Integrated Expert Services:** Perfect solution for MSP's. You can easily sell to any size orgainization. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** We are confidently able to sell to any size organization. There are many benefits of using Continuum and the fact that they have technicians that answer and often times remediate issues without escalation is priceless. ### 9. Continuum Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Max A. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** January 05, 2018 **What do you like best about ConnectWise Integrated Expert Services?** The technicians are great. They are professional. They pickup the phone quickly. They take care of my clients **What do you dislike about ConnectWise Integrated Expert Services?** Transferring knowledge is challenging. There is a lot of information I need to transfer to the Help Desk in order for them to be effective. This is the biggest stumbling block for new installs **Recommendations to others considering ConnectWise Integrated Expert Services:** Implement a 3 month probation period. Reward customer for calling in. Figure out other ways to "train" the help desk. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Availability. My time is limited I am in meetings and working on strategy. The help desk is available when I am not. They resolve the small issues and allow me to focus on the big issues ### 10. Very helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2018 **What do you like best about ConnectWise Integrated Expert Services?** I love that we are immediately notified when there is a problem and it keeps us on our toew **What do you dislike about ConnectWise Integrated Expert Services?** When we answer the phone we say hello thank you for calling and I'm *insert name* they always ask how you are and ask for your name. Listening is imperative. But that's smal beans. **Recommendations to others considering ConnectWise Integrated Expert Services:** N/A **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Immediacy is beautiful. Solving anytime our systems go down. ### 11. RMM with a kick! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2018 **What do you like best about ConnectWise Integrated Expert Services?** The helpdesk is proficient in many disciplines and can free up MSP resources to focus on driving more revenue. **What do you dislike about ConnectWise Integrated Expert Services?** There's not much I can say that is bad about the Continuum Help Desk **Recommendations to others considering ConnectWise Integrated Expert Services:** This offering is a valuable asset to any MSP looking to scale rapidly **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Lightens the load of my team so they can focus on client projects ### 12. Useful Solutions **Rating:** 3.5/5.0 stars **Reviewed by:** Jamie M. | Teacher, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2018 **What do you like best about ConnectWise Integrated Expert Services?** The interface of the software is simple, straight forward and clean. It isnt bogged down with a lot of useless flashy things. **What do you dislike about ConnectWise Integrated Expert Services?** Sometmes the wait times can be a a little long **Recommendations to others considering ConnectWise Integrated Expert Services:** Be patient. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** With the installation of continuum help desk we have effextively outsourced our basic it needs thus freeing up our it staff to work on realizing broader district-wide goals. ### 13. Using it during a convention **Rating:** 4.0/5.0 stars **Reviewed by:** Edwin M. | Brand Ambassador, Human Resources, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2018 **What do you like best about ConnectWise Integrated Expert Services?** Its interface is easy to find what i need on it. It communicates well with me and with consumers **What do you dislike about ConnectWise Integrated Expert Services?** How stubby it cam be. And sometimes users dont know how to use it. I can find it hard to use. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Tracking guest, members, signatures can be improved, listing , and common funtionality for any buyers isnt there ### 14. High Quality Service **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle R. | Technology Support Service Intern, Primary/Secondary Education, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2018 **What do you like best about ConnectWise Integrated Expert Services?** I like the API for this. Continuum is amazing at how they pulled this one off. **What do you dislike about ConnectWise Integrated Expert Services?** I dislike the level of support offered. We once had a database issue, and support was reluctant to assist. **Recommendations to others considering ConnectWise Integrated Expert Services:** Contact them for better pricing **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** End user support, full transparency ### 15. Great all around tool **Rating:** 4.0/5.0 stars **Reviewed by:** Allen M. | IT Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2018 **What do you like best about ConnectWise Integrated Expert Services?** From the different help desk tools I've used,this one seems to have best ticketing system I've ever used. **What do you dislike about ConnectWise Integrated Expert Services?** Sometimes too get to the submit queue it can be kind of painstaking. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Time saving tool to get things fixed. ### 16. Continuum Help Desk **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2017 **What do you like best about ConnectWise Integrated Expert Services?** Continuum seems to be a solid company and is always improving their products **What do you dislike about ConnectWise Integrated Expert Services?** The user interface was a bit klunky and it was difficult to navigate. I often found it difficult to locate the functions I needed. **Recommendations to others considering ConnectWise Integrated Expert Services:** It may be a goos solution depending on your requirements. We had mixed environments with MAC, PC and Linux systems. While it worked OK with PC, their Mac support was evolving and not ready for prime time when we were trying to implement. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** It enables service providers to economically provide managed services by providing the tools needed to administer and maintain client systems. ### 17. Positive Review for Continuum **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2018 **What do you like best about ConnectWise Integrated Expert Services?** Easily access client machines and see all detailed info **What do you dislike about ConnectWise Integrated Expert Services?** cannot always get full screen in display settings **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** endpoint protection and remote sessions ### 18. Awful, late, unhelpful **Rating:** 0.0/5.0 stars **Reviewed by:** Gary B. | Information Technology Lead, Printing, Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2016 **What do you like best about ConnectWise Integrated Expert Services?** The agreement they have with LogMeIn is really useful, I can use it to remotely manage any tower, laptop or server in my infrastructure **What do you dislike about ConnectWise Integrated Expert Services?** Their alerts are slow, usually I've fixed the issue before they've alerted me to it. It's not very proactive. Their calling system is based in India, which could be why they're so slow to react if Continuum needs to alert them, then they need to receive that alert and call me. The data their stubs produce in the graphs is unreliable and inaccurate. A server that hasn't been rebooted, no outages and solid network standing for 30 days has a 97% up time for the month? **Recommendations to others considering ConnectWise Integrated Expert Services:** To try something like Jira, or to implement an in-house solution. If you know what you're doing you can create Powershell stubs to sit on the server and monitor. I found this to alert a LOT quicker than Continuum did and allowed me a much quicker response time. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** We were solving a ticketing system with remote integration. We also consolidated our existing in-house solution for real-time alerts with this While it did do the jobs we bought it for. It does all of them badly. ### 19. Continuum Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2016 **What do you like best about ConnectWise Integrated Expert Services?** Allows the display of VMware VMs, Hyper-V VMs, VMware infrastructure, Windows Servers, Desktops. Integration with LMI. Monitor the updates and/or missing updates Script to run on the device such as password reset. Report such as what software are installed. Ease of support. **What do you dislike about ConnectWise Integrated Expert Services?** Slow, unresponsive at times. Does not monitor VMware vCenter and its low disk space - a feature I recently didn't know until after speaking to Continuum support. **Recommendations to others considering ConnectWise Integrated Expert Services:** Just be patient, contact the support for any walk thru. **What problems is ConnectWise Integrated Expert Services solving and how is that benefiting you?** Centralization of IT management. Cost to connect and analyze devices are much easier. ## ConnectWise Integrated Expert Services Discussions - [What is Continuum Help Desk used for?](https://www.g2.com/discussions/what-is-continuum-help-desk-used-for) - [View ConnectWise Integrated Expert Services pricing details and edition comparison](https://www.g2.com/products/connectwise-integrated-expert-services/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-26+11%3A41%3A56+-0500&secure%5Bsession_id%5D=5254db7e-2b04-4856-8b1e-4c022ba1c9c0&secure%5Btoken%5D=ac44b63adfb5efe3916884dcde9048c69d91538ed9ebf7bfb3b7b961abbb8e9f&format=llm_user) ## ConnectWise Integrated Expert Services Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top ConnectWise Integrated Expert Services Alternatives - [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) - 3.9/5.0 (501 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,583 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,669 reviews)