ConnectWise Manage Reviews & Product Details


What is ConnectWise Manage?

Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations. ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business. ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.

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ConnectWise Manage Profile Details

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Languages Supported
English
Vendor
ConnectWise
Company Website
Year Founded
1982
HQ Location
Tampa, FL
Phone
800-671-6898
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
943
Twitter
@ConnectWise
Twitter Followers
12,975
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Companies Using ConnectWise Manage

Dell
Mosaic
CompuCom
Ochsner Health System
Evolve IP
Reboot
NHL.com
Ridemakerz
Think Unified
4Wall Lighting
Capstone Information Technologies
Allen & Shariff

ConnectWise Manage Reviews

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Informatics Engineer
Small-Business
(11-50 employees)
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Verified Current User
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"ConnectWise Manage powerful administrator for help desk platform"

What do you like best?

What I like about this application is that it allows your team to receive, process and respond to service requests quickly and efficiently thanks to the ticket system that comes with ConnectWise Manage.

What do you dislike?

We could say that, what I do not like about this application is that it does not have a multichannel communication, adding that you have to have a level of training for that application because if you do not have it, handling it will be quite difficult.

Recommendations to others considering the product:

Mi recomendación es que, si la empresa está dispuesta a invertir en la compra de

ConnectWise and the training of its employees for the proper management of the application, is a good long-term investment, however, this application does not have any free version or have a free trial and the company must take this into account, in addition To get the accounting side configuration, you can expect to spend some time and money working with a qualified accountant (if you do not have one on staff) to make sure that all data is transferred and classified correctly.

What problems are you solving with the product? What benefits have you realized?

At the enterprise level this application could generate an internal efficiency in a remarkable way since the system is stable, its updates are constantly raised and it has an excellent customer service; Its implementation is wide since it can be integrated into the cloud, SaaS, Windows, on mobile phones with iOS or Android software. For the largest customers of the company that comes to implement this application, service capabilities can be extended to internal IT providers, taking into account that companies seek to improve sales opportunities, service agreements, productivity of their employees and perform billing follow-ups with customers ConnectWise is a good choice to manage the aforementioned.

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Degree in computing
Small-Business
(11-50 employees)
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Verified Current User
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"The best application to work in IT help desk"

What do you like best?

ConnectWise Manage is a very useful application for those who work in help desk attending IT requirements but at the same time it is quite complex for those who are not familiar, what I like most about this application is that it makes a detailed follow-up to the life time of each one of the tickets to be able to be in full compliance with the service agreements established with the client, I also like its interface which is very pleasant and intuitive especially its calendar section in which you can schedule activities to determine quedias and what hours will be taken care of

What do you dislike?

What I do not like about ConnectWise Manage is that as I mentioned before it is a rather difficult user application, for this it requires a lot of study, and studying is something that takes a lot of time, I think it could be simplified a bit more to facilitate the life to its users

Recommendations to others considering the product:

I recommend to implement connectwise manage in all the companies that provide IT services so that they can improve the attention to their clients

What problems are you solving with the product? What benefits have you realized?

The main solution that ConnectWise Manage offers me, is the possibility through its interface to receive the IT requirements from my users, in order to attend them as soon as possible and generate metrics through which my performance is evaluated every quarter by my superiors, like that of my colleagues, also allows us to document our management for this form when any of the analysts have debts about how to carry out a certain task, can review this documentation and support with this

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Senior University Technician in Networks
Small-Business
(11-50 employees)
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"Organize, assign and solve the requests of your clients with ConnectWise Manage"

What do you like best?

Of all the CRM tools that I have used throughout my career, the one I liked the most is ConnectWise Manage, this is due to the fact that it is more complete than the rest, that is, it allows you to review the received ticket tray, at the same time it allows you to schedule the tickets for days and hours to know when to work them thanks to your view in the form of a calendar and ter allows you to generate metrics about the work that the analysts are carrying out to whom you assign the tickets for resolution, the truth is an excellent, complete and powerful tool

What do you dislike?

What I do not like is that ConnectWise Managa is very confusing and difficult to use at the beginning, this because it integrates TOO many functions, which tends to confuse new users, so much so that without doing a course on the tool it is almost impossible from my point of view that a user learn to use this tool, what is certain is that once users become familiar with Connectwise Manage, they do not change it for anything and that is the most effective application when managing and attend technical support tickets

Recommendations to others considering the product:

My recommendation is that if you want to provide a quality support service to your customers, you must implement the connect wise tools suite

What problems are you solving with the product? What benefits have you realized?

Thanks to connectwise manage we have been able to comply with the SLAs established in the agreements with our clients and provide quality technical assistance, our clients are happy to have a tool like connectwise when reporting failures and therefore we feel happy too , also its integration with connectwise control and connectwise automate has played an important role in the improvement of our support service

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Sistem Engenier
Small-Business
(11-50 employees)
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"Manage your support tickets effectively"

What do you like best?

What I like most about ConnectWise Manage is that it allows me to manage and plan in a more efficient and orderly manner the management and assignment of technical support tickets that we receive daily from our users, as well as an intuitive and friendly interface, and its new vision in the form of an almanac which allows scheduling the tasks so as to take better control and a greater order at the moment of its execution

What do you dislike?

ConnectWise is an application that has a large number of integrated functions, so much so that it even allows you to store relevant information about your clients and users, something that in my opinion plays against you, since having so many functions becomes very complicated. use by users, or at least this is the beginning, in fact to be able to familiarize with the tool and start interacting in a good way, it is necessary to carry out online courses that offer on your page, which last a month and sometimes do not has so much time for study, should be simplified to only attention and tickets

Recommendations to others considering the product:

Ask your companies for the implementation of this tool and you will see how effective the ticket attention process becomes

What problems are you solving with the product? What benefits have you realized?

It allows to create, receive, manage and document technical support tickets received by users or clients, and also provides metrics on analysts or specialists who attend these tickets, this is beneficial since it is very useful when measuring the management of the same ones or to realize a labor evaluation

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System Engineer
Mid-Market
(51-200 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Organize your time when offering support"

What do you like best?

What I like most about ConnectWise Manage is that it offers me a clearer vision about the amount of support tickets received in the tray, in turn, with its novel view in the form of a calendar, it offers a better vision on how to organize and attack the tickets depending on the priority they have, all this translates into quality work in accordance with SLA previously established with our customers, the truth is excellent this tool

What do you dislike?

The truth is that we must recognize that the tool contains too many integrated functions which makes it somewhat complex and difficult to use for its users at first, in fact in my case it took me 3 weeks to get familiar and learn the basics of the tool and because I had to take a course to learn how to use it, otherwise those 3 weeks could easily be about 6 months, but after you familiarize, everything becomes

Recommendations to others considering the product:

I recommend to all people who work attending support tickets, is the most effective way to organize your time of action before each request

What problems are you solving with the product? What benefits have you realized?

If we go to what are corporate solutions, many are offered by connectwise manage, starting with the fact that in this tool all support tickets are received by our clients, then they are scheduled in the calendar and subsequently are attacked to give solution to these, additionally connectwise allows you to store key information about your customers, which can be useful when discussing or renewing service contracts, connectwise manage is a fairly complete tool, I really recommend it to all those companies that can implement

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Company President & CTO
Internet
Small-Business
(2-10 employees)
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"800lb gorilla of a solution"

What do you like best?

This software will take years to master - there are ways to handle most things except payments built into the Connectwise solutions

What do you dislike?

There is no inbuilt payment integration with the Connectwise Manage system.

Recommendations to others considering the product:

Make a detailed list of business requirements. Make sure Connectwise Manage has them built-in - without extra modules being required either from external companies, or for extra monthly costs.

You should be able to import your clients, their contacts and the products and services which you use on a regular basis from CSV, but it's important to bend your data to the standardized import files provided by Connectwise, it doesn't seem possible to bend connectwise to your data.

When it comes to your helpdesk and email / calendar syncing, the need for an additional O365 licensed user purely for the use of connectwise as an admin user seems to be a horrible oversight on their part, at least it was never sufficiently explained why we had to have another admin user just for the sync to work properly. This added $12 per month to the cost of operating connectwise when syncing to office 365.

We would like to see tighter outlook integration made easier. There is some kind of outlook plugin, but we have not implemented that yet.

What problems are you solving with the product? What benefits have you realized?

As a tool to manage our CRM, Helpdesk and customer tracking we find Connectwise has most of what we need.

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david perez
Small-Business
(2-10 employees)
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"Automate daily processes with this excellent tool."

What do you like best?

With ConnectWise Manage the management of your business will have successful advances. Its breadth at the time of giving the solution addresses the functions of your business in a single platform. I know there are many software but the ease and administration of this tool is very practical, with it you maximize productivity thanks to its way of processing communication building a great professional reputation. It will help you solve sales problems which will be much more affective. The support of those who use it will be satisfactory, it is very complete and offers many features available to the user or analyst. Help take control of the chaos with this powerful tool. Your customers deserve a better service.

What do you dislike?

The only thing really is the user menu, otherwise it is very helpful, and it is robust and easy to use. As any tool at the beginning is not easy to use but when you get used to it you will see how robust it is to use ConnectWise Manage

Recommendations to others considering the product:

To provide a better service we must acquire new technologies which bring us closer to the client or person who needs the advice through a remote way.

What problems are you solving with the product? What benefits have you realized?

Se trabaja muy organizado con este programa, su sistema de administración de tickets permite medir la gestión de los analistas, y mantener a todos los usuarios o clientes satisfechos. Sus menús, aparte de su servicio remoto podemos hacer reuniones de trabajo, es adaptable a las necesidades y proyectos que tenga la empresa.

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Systems Engineer
Mid-Market
(51-200 employees)
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"CW Manage"

What do you like best?

ConnectWise is great at what they do. They have an array of products that integrate with each other very well. Manage is an easy to use ticket solution. It also does a good job for "configurations".

What do you dislike?

There are a couple of things Manage does not do well. The first is projects, projects have too many steps and are not easy to view details and progress without diving into the issue. Also, configurations do not encrypt or restrict access to the password field. Because of that, we have to use a different solution for managing our client's passwords. Manage is also very pricy.

Recommendations to others considering the product:

Manage is best if you pair it with other software made by ConnectWise, such as Sell, Automate, and Control. When you use all of them, you have the most functionality.

What problems are you solving with the product? What benefits have you realized?

We use it to track tickets and projects. We don't use it for configurations, because of the password issue.

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Network Administrator
Information Technology and Services
Small-Business
(2-10 employees)
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"This has increased our productivity tremendously"

What do you like best?

My favorite thing about manage is its ease of use. There has never been a long learning curve for anything they have implemented. We started using this a few years ago and have never had many issues. Most of the improvements we have seen them implement have focused on this as well. I cant really think of anything that i have seen that didnt work towards making it easier to use or get to or find things in the software.

What do you dislike?

I think my only dislike has been the app for mobile devices. They are improving and it has gotten better but they still need some work on it. Most of the features seem to be there but there is a definite feeling like they are disconnected. It almost feels like the app is a separate product that sends data back to our database.

Recommendations to others considering the product:

If you are looking for a great CRM tool that is working with other vendors to cover most of it bases then this is a great option.

What problems are you solving with the product? What benefits have you realized?

With manage we are becoming more efficient with how our time is tracked. We are able to go back and see how and where we used our time. This has led to more efficiency with knowing where time needs to be allocated and how customers use up time.

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Ingeniero de implementación
Mid-Market
(501-1000 employees)
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"Connectwise Manage - a better integration for you enterprise"

What do you like best?

The help desk platform and the ConnectWise Manage ticketing system allow your team to receive, process and respond to service requests quickly and efficiently. From time tracking to billing, stay on top of your finances and stop wasting time on manual and repeatable tasks. With integrated ConnectWise Manage automation, you can begin to take advantage of total visibility to deliver invoices on time, eliminate human error, offer world-class service and generate revenue while doing so. From projects to services, marketing, sales and finance, ConnectWise Manage combines everything.

What do you dislike?

Depth and width is extensive.

Not the best at retaining talented senior staff.

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

Recommendations to others considering the product:

ConnectWise Manage gives you the power of CRM to easily generate new opportunities. ConnectWise Manage offers everything, so you have the power to use your resources efficiently.

As far as service tickets are concerned, you can keep up with the life of a case with just a couple of clicks, manage time and resources efficiently for excellent support management

What problems are you solving with the product? What benefits have you realized?

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. Connectwise Manage helped us with that to achieve our objectives to serve customers and thus take better control over the management of staff.in general lines connectwise manage efficiently to the business to manage its customers, its support staff and time in easy and fast ways

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Ingenierio de Implementacion
Small-Business
(11-50 employees)
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"Powerful customer support platform"

What do you like best?

ConnectWise Manage is a powerful tool where its functionality is the best it has considering small companies in the IT area. The database that is used has a very logical design that allows you to create customized reports and manage them. The web application is designed for practical use and supplements can be added comfortably. You can keep all your customer data in one place, and the contacts within those organizations are easy to search.Of the best functions of CW is the generation of support tickets and their administration. You can add new tickets for clients and specify many characteristics to each of them, which facilitates the resolution and closing of each generated ticket. From the service panel you can follow up on the tasks of the work team and thanks to the ease in the graphical interface the project manager can assign the tickets comfortably.

What do you dislike?

The reporting tools are complicated and not very easy to customize. Integration with remote monitoring tools is also becoming increasingly limited. There is also a lack of integration with accounting software.

Recommendations to others considering the product:

If you need to optimize your employees' time and improve the management of support tickets, do not hesitate to enable this software.

What problems are you solving with the product? What benefits have you realized?

With CW Manage it has been possible to improve the support to our customers thanks to the generation of tickets and the administration of these. With the functionality to arrange these tickets per client, a better tracking of the events attacked was obtained. This has greatly improved the service we provide and the development of the projects.

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Administrative Assistant
Information Technology and Services
Small-Business
(11-50 employees)
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"Great for some things, but feels a bit disjointed at times. Depends on what you need."

What do you like best?

ConnectWise Manage is a great time sheet system. It's excellent for granularity keeping track of time and assigning it to a charge code or ticket. this is a good ticketing system, and is pretty good at serving as a basic database for contacts and companies. There are so many features and capabilities of this software. ConnectWise University, their online resource can be very helpful.

What do you dislike?

It seems to glitch out pretty easily, especially on things like imports. Contact imports are really difficult, and can cause a lot of problems. This is not a great program for managing prospecting/sales activities in my opinion. It feels like there are so many features that it can be confusing to use at times. Could be more streamlined.

Recommendations to others considering the product:

Great for ticketing, not necessarily for sales/prospecting.

What problems are you solving with the product? What benefits have you realized?

Time sheet tracking - rather than simply clocking in and out, this timesheet system allows us to keep excellent track of exactly how much time is being spent where.

Responsiveness - because of the ease of the ticketing system and the ability to assign to teams and individuals, our techs are able to respond quickly.

Centralization - rather than having dozens of spreadsheets, ConnectWise allows us to keep all things in one place, which makes us more efficient.

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Senior Infrastructure Engineer
Information Technology and Services
Mid-Market
(51-200 employees)
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"Recently Migrated from Autotask to Connectwise"

What do you like best?

GUI is clear and understandable. The bulk management tools are good, built in time recording works well. You can move modules around to customize your own view which is very helpful. Easy to create your own ticket reviews. Has improved company communication.

What do you dislike?

It can be a little slow at times, especially deleting tickets which should be a simple job, merging tickets shows you tickets from all companies not just other tickets from the same company which makes it a more difficult.

Recommendations to others considering the product:

Pay someone to implement it for you, its a complicated beast!

What problems are you solving with the product? What benefits have you realized?

We have moved the entire company onto Connectwise from disparate systems so now communication and work across the different departments is far far easier. Workflows are now crucial to how leads are turned to sales which are turned to projects etc.

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Sales Coordinator
Computer Hardware
Mid-Market
(51-200 employees)
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"Amazing all in one product"

What do you like best?

This is a complete solution for any IT or small/medium sized business. Its nice that you can look up almost any detail about a customer and have complete visibility on transactions with your customers. CW comes with something for every department: Sales, billing, marketing, and help desk. A majority of the features are very easy to use but if i come across something complex on cw its usually VERY complex.

What do you dislike?

Sometimes connectwise goes down. Customeer service can be ok or rreally really rude. they love to just throw articles at you from the faq's as opposed to actually listening to your problem. Additionally the report writer and a few other features like email connectors can be super tricky to use. connectwise university helps but not as much as i would like. also i know i could use quote automate if there was more helpful resources out about it.

Recommendations to others considering the product:

CW is good overall. It's just not perfect yet. Make sure that you have 2 monitors when you go to use it because the formatting can be funky if you have only a small screen.

What problems are you solving with the product? What benefits have you realized?

good CRM overall. improved organization and customer relationships. the marketing tab still needs work also

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Technical Support Genius
Information Technology and Services
Small-Business
(11-50 employees)
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"ConnectWise Manage - Ability to Manage the Entire Business "

What do you like best?

ConnectWise Manage is great. We have been implementing for the last 10 months and this software will replace all other software we were using. The training has been great and the trainers we have used have been very patient.

What do you dislike?

The thing that I dislike the most about ConnectWise Manage is the huge learning curve it takes to work with this software.

Recommendations to others considering the product:

There is a very steep learning curve. Test and test and ask questions and get support. Follow the university and make sure you understand the material covered in the trainings.

What problems are you solving with the product? What benefits have you realized?

ConnectWise Manage is allowing us to get rid of all other software we had been using for sales and quoting, and engineering. Now we are all on the same platform, using one product instead of 5. This has been great for us and has helped us streamline our business.

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President
Information Technology and Services
Small-Business
(2-10 employees)
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"Best Option"

What do you like best?

The best thing about ConnectWise Manage is the breadth of the solution. It addresses most business functions in one platform. While no software is perfect, the "almost end-to-end" practice management software for IT is the best I've seen for Managed Service Providers and other IT service companies.

What do you dislike?

The company's support process and policies are annoying. They appear to avoid phone conversations and direct communications at all cost. While I realize that they have to manage a lot of calls, other software companies are much warmer and friendlier when it comes to getting technical support with an actual human interaction.

Recommendations to others considering the product:

Start with the core functions your company needs the most. Build the foundation with company and contact management and then insist that processes and procedures get moved into ConnectWise Manage. Insist that your team uses it. "If it isn't in ConnectWise, it didn't happen".

What problems are you solving with the product? What benefits have you realized?

ConnectWise helps us manage our contacts, opportunities, orders, service tickets, billing, and much of our customer documentation. A repeatable process and best-practice approach is the biggest benefit we receive.

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Systems Administrator II
Information Technology and Services
Mid-Market
(51-200 employees)
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"Solid platform with many features - still growing!"

What do you like best?

This platform does it all. There are various add ins that work with each other.

Support is great! Also incorporates all departments into the same platform.

What do you dislike?

Troubleshooting can be intensive. When something goes wrong, sometimes it is not apparent as to what is causing the error

Recommendations to others considering the product:

This is a one stop shop for MSPs. If you are looking for a ticketing system, that integrates with all of your needed departments, such as Accounts Receivable, Accounts payable, Shipping, Marketing, Sales, Administration, and more, this has features for all of them. CW Manage support is excellent and CW University offers a wealth of knowledge for their software and is extremely well written!

What problems are you solving with the product? What benefits have you realized?

Utilizing CW Manage from a MSP standpoint, this serves as a ticketing system, help desk, tracking system, billing system, and sales solution. Coupled with ConnectWise Manage and other add ons this is a one-stop-shop for MSPs

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Information Technology Specialist
Mid-Market
(51-200 employees)
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"Herramienta Muy Completa para Gestión de Tickets"

What do you like best?

ConnectWise Manage es una herramienta sumamente completa, para la administración de ticket de helpdesk, ofrece múltiples características que no entregan otros productos disponibles en el mercado.

Al tenerlo implementado de manera On-Cloud, te permite de una manera sencilla el acceso tanto de manera local a través del cliente instalable, como vía web desde cualquier navegador actual.

Cuenta con la universidad connectwise la cual permite al usuario adquirir los conocimientos básicos necesarios para utilizar la aplicación, esta universidad entrega certificados los cuales avalan el haber tomado el curso y haberlo culminado satisfactoriamente.

Algo que me gusta es la excelente integración existente entre los diferentes servicios de ConnectWise, como el ConnectWise Manager, el cual a través de la integración permite la creación de tickets de tipo RMM de manera automática.

Cuentan con una comunidad con material de apoyo muy completo el cual ayuda a resolver muchos de los inconvenientes que se puedan presentar.

What do you dislike?

La herramienta suele ser bastante lenta al momento de la carga en la mayoría de las veces, bien sea para el inicio de sesión dentro de ella, como para la apertura o creación de un nuevo ticket.

La curva de aprendizaje es sumamente larga y los cursos disponibles en la universidad de connectwise no son lo suficientemente completos para realizar la administración completa de la herramienta, y siempre es necesario a recurrir al soporte o la comunidad para realizar alguna configuración adicional.

Recommendations to others considering the product:

La recomendación siempre será evaluar la herramienta primero antes de realizar una compra, compare sus diferentes características y funciones con las ofrecidas por las otras diferentes opciones que se ofrecen en el mercado.

What problems are you solving with the product? What benefits have you realized?

ConnectWise Manage permite realizar la gestión de tickets de helpdesk de manera fácil y sencilla, todo esto una vez logres dominarla.

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Account Coordinator
Marketing and Advertising
Small-Business
(11-50 employees)
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"Gets the job done, but could be a better user experience"

What do you like best?

I like the simple-to-use search functionality under the Service Ticket Search section. I never have a hard time finding the ticket I am looking for, or properly categorizing a ticket. I also love that I can customize what tabs are automatically open when I log in. I like how it allows you to easily see budget vs. spent hours for each task in a project.

What do you dislike?

I dislike the look of ConnectWise - I think it could definitely use an upgrade. I use the reports section often and would love if I could create my own custom reports. Sometimes the current reports do not accurately or easily explain what data is included. I am also no stranger to errors on ConnectWise, but these are usually resolved by logging out and logging back in. Overall, ConnectWise take some time to learn, but once you do it is pretty straightforward.

Recommendations to others considering the product:

ConnectWise gets the job done from setting up projects to invoicing clients.

What problems are you solving with the product? What benefits have you realized?

We keep track of our hours with ConnectWise, and how much time is spent on each client's projects/tasks. We then use it to invoice our clients. The level of billable time in ConnectWise is even used to determine resources' quarterly and annual bonuses.

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System Engineer
Mid-Market
(501-1000 employees)
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"Perfecting the attention of tickets with ConnectWise Manage"

What do you like best?

The best thing that ConnectWise Manage has is the integration with the other tools of the ConnectWise house, such as the previously called labtech and screenconnect, these 3 very powerful tools certainly work in perfect harmony and complement each other, with ConnectWise Manage we can register the information of our customers, generate support tickets, schedule tasks, and establish SLAs with a certain client for monitoring and validation that these are

What do you dislike?

What I do not like about ConnectWise Manage is that having so many functions integrated the tool in principle is quite difficult to assimilate, although if interface is very pleasant for the user, in fact it requires a course dictated by themselves to Through its web portal "ConnectWise University" to learn how to use the tool initially, the course is also quite cumbersome and lasts a week, another thing that I do not like is that they do not offer trial version, it is compulsory to acquire a license to be able to prove the benefits of this tool

Recommendations to others considering the product:

Having such a high cost is that it is not feasible to implement this tool for all companies, what I can guarantee is that it is a worthwhile investment, since it will help you improve your processes in terms of customer service. tickets are concerned

What problems are you solving with the product? What benefits have you realized?

ConnectWise Manage is a tool that is oriented to the management of business and services, in this case support, allowing the creation of tickets through its interface so that the analysts in charge of providing technical support receive them in a centralized tray and go documenting the management as they go attacking, attending and resolving the cases, in addition their innovative view in the form of a calendar allows to graphically justify the work that is taking place on a certain day and a certain time, these are just some of the the many kindnesses and solutions that this fantastic tool can offer, which I recommend blindly

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Utilities Customer Service Representative
Professional Training & Coaching
Small-Business
(11-50 employees)
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"A ticketing system that works very well!"

What do you like best?

One of the best things with this software is flexibility. There are plenty of modules for just about anything you need. It's even capable of building and running reports based on what you've contained in the platform. Making list views to look into things the way you want them to is super easy.!

What do you dislike?

The UI doesn't seem to be the most intuitive. Menus are usually embedded within menus. Since the software is powerful, there have been instances where I struggled to find what I really needed. For instance, I had a difficult time seeking a place to add in subcategories and categories.!

Recommendations to others considering the product:

the system helps you avoid manual errors, and offer professional and in-time service while collecting payments in time.!

I recommend it,you should try it!

What problems are you solving with the product? What benefits have you realized?

We've solved the issue of dealing with a huge client base consisting of different servers, collateral, and machines that comes in one database. It makes it possible for our team to look into a single data simultaneously. It also helps us manage our queue through collaboration regardless of location.!

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Support Engineer
Information Technology and Services
Small-Business
(2-10 employees)
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"Solid Ticket system with Great Connectors"

What do you like best?

I like the flexibility of the platform best. There are modules for everything that you could want, as well as the ability to build and run reports on what you have contained within the platform. It's easy to create list views to see things just the way that you want to see them, and to quickly move back and forth between different views, which I do often. The connection to Connect Wise Automate (formerly Labtech) for endpoint management is also a huge plus. Have tickets tied to the same database as computer and servers and other endpoints is extremely convenient.

What do you dislike?

The interface isn't the most intuitive that I've used. There are menus hidden within menus, and because the platform is so robust, I sometimes have a hard time finding exactly what I'm looking for. One easily seen example of this is looking for the location of where to add new categories and subcategories. Initially I had a very hard time finding this, but stumbled upon it when I was looking for another tool. Over time I'm sure that all of this will become second nature, but in the first 6 weeks of using the software, navigating around the interface has been my biggest hurdle.

Recommendations to others considering the product:

This system is extremely robust. Have a plan and a map for exactly what you need out of the box, and then add additional features as you move along. The upside of what you can do can be overwhelming if not properly reigned in up front.

What problems are you solving with the product? What benefits have you realized?

We're solving the problem of managing a large client base of varied user machines, servers, and the collateral that goes along with them in a single database with to user interfaces (Connectwise Manage and Connectwise Automate). It allows our team to all see the same data at the same time, and to manage our queue collaboratively no matter where we are. The cloud based nature of the database is a huge help in a sometimes geographically dispersed team who share the responsibility for tickets input into the system.

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IT Technician
Information Technology and Services
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"Nice ticketing system"

What do you like best?

We switched from Autotask to Kaseya BLM (disaster) to CW. We really like CW, it's very powerful and comprehensive. Ticket management is very good. Inventory tracking and product ordering and RMAs are good. Entering time, products, notes is simple. Uptime is awesome, we haven't lost service once since we've had it.

What do you dislike?

I would like more keyboard shortcuts for some of the more routine actions. It looks a little plain but aesthetics are really pointless if the program doesn't do what it needs to do. I prefer functionality over the app being pretty and CW is very functional and powerful. I would definitely like a better mobile app, though none of the ticketing systems I've ever used have had a decent mobile app.

Recommendations to others considering the product:

It's very comprehensive. It's the best ticket management system I've used next to Autotask.

What problems are you solving with the product? What benefits have you realized?

CW keeps us organized and makes sure projects are being done. It helps a LOT with our scheduling because it integrates perfectly with Outlook. It keeps our inventory mostly in order and helps with RMA's, POs, etc. A user such as myself can add a product to a ticket and it will notify my administrator that the product needs to be purchased without having to email him back and forth. It also helps to resolve issues where employees SAY they're too busy but then their time sheets and actual hours committed to tickets are low.

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U
Small-Business
(11-50 employees)
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"It is an essential tool for my job and works very well,"

What do you like best?

Used in combination with Automate, it makes it easier to offer top quality support to our clients and their networks. We have the ability to assign problem tickets faster to tech's to give our clients a quality IT experience, and our clients like the ability to track the progress of the tickets, and communicate with the assigned resources.

What do you dislike?

The mobile app for Manage is very sparse compared to the desktop software. As a manager I would like the ability to see an assign tickets from the app, as I do on the desktop, and currently it is not streamlined for that purpose.

Recommendations to others considering the product:

Highly recommend for tech and customer satisfaction

What problems are you solving with the product? What benefits have you realized?

Our resolution time on tickets have increased dramatically with the scheduling aspect for tickets, and the ability to prioritize and get more tickets to work in progress to resolution much more quickly, which has raised customer satisfaction, which is always the main concern in IT.

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Tecnico Superior Universitario en Informatica
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"Attention and management of height tickets with ConnectWise Manage"

What do you like best?

Today I want to talk to you about a fantastic, powerful and very complete tool that will facilitate your work in regards to support tickets, it's about ConnectWise Manage, this wonderful tool is used to receive support tickets, project tickets and also to register and keep track of all customers, allies, partners, among others. I worked wonderfully for the time I used it because thanks to its interface in the form of a calendar I could organize my work in blocks of half an hour on each day of the week and this week I could take care of all my work without forgetting anything

What do you dislike?

What I can say that I did not like much that we say about ConnectWise Manage is that the tool is quite complex to use, so much so that I had to do a whole week's course in ConnectWise University, since the tool has too many functions and for this reason at the beginning it is not so simple to use, of course, once you get used to it, it is when you truly discover how powerful the tool can be.

Recommendations to others considering the product:

At the moment I do not have recommendations

What problems are you solving with the product? What benefits have you realized?

At the corporate level, there are many solutions offered by ConnectWise Manage from the management of projects, management and administration of support tickets and also allows you to measure the management of the personnel responsible for attending the tickets reported by the users, in itself the tool works excellent and I think it adapts to the needs of any company

ConnectWise Manage Features

  • Contact & Account Management
  • Partner Relationship Mgmt. (PRM)
  • Opportunity & Pipeline Mgmt.
  • Task / Activity Management
  • Territory & Quota Management
  • Desktop Integration

ConnectWise User Ratings

7.3
Ease of Use
Average: 8.6*
7.7
Quality of Support
Average: 8.5*
6.3
Ease of Setup
Average: 8.6*
* Help Desk Category
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