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ConnectWise Manage

4.0
(347)

Business Automation and PSA

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ConnectWise review by Greg H.
Greg H.
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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 business 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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ConnectWise review by david p.
david p.
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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 business 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.

What Help Desk solution do you use?

Thanks for letting us know!
ConnectWise review by Tyler W.
Tyler W.
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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 business 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.

ConnectWise review by Jason M.
Jason M.
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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 business 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.

ConnectWise review by Anthony Frank P.
Anthony Frank P.
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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 business 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

ConnectWise review by Héctor Joel B.
Héctor Joel B.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"All your administrative services at hand with ConnectWise Manage"

What do you like best?

Its extensive features help your team to have all your operations or services organized. ConnectWise can manage all the data of your client portfolios in one place, facilitating the search you want to perform. You can establish work rules that prioritize some activities with specific clients; the development of tickets and service requests play an important role in the CW processes, it can have a wide use in the sales and support departments. It gives you an amazing optics to do temporary tracking of your tickets and billings, this tool has a remarkable variety that can be very elementary in your company.

What do you dislike?

It is hard to work with CW there must be a fairly solid training stage to carry out the activities with this tool, time and dedication is required.

Certainly setting it up is one of the stages that many initially find difficult and end up abandoning the product, but it can be given an opportunity.

When the updates make an appearance usually delays so it can be a nuisance at times that you are working against the clock.

Recommendations to others considering the product

I recommend ConnectWise for any development in your business projects, either to follow up, to provide solutions and provide a marketing system. The ideal in this tool is to document and set a training scenario to devote time to the tool is powerful and every time they update they improve.

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

We currently carry out support management within the company and carry out monitoring of projects for the remediation of vulnerabilities to our different conglomerate of clients.

With ConnectWise we have a control of each process that takes place during the negotiations with our users, customers, workers.

ConnectWise review by Miguel Angel H.
Miguel Angel H.
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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 business 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.

ConnectWise review by Hannah W.
Hannah W.
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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 business 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.

ConnectWise review by Tom S.
Tom S.
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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 business 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.

ConnectWise review by LeEdna T.
LeEdna T.
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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 business 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

ConnectWise review by Laura N.
Laura N.
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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 business 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.

ConnectWise review by Dan N.
Dan N.
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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 business 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.

ConnectWise review by Eric C.
Eric C.
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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 business 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

ConnectWise review by Miles S.
Miles S.
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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 business 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.

ConnectWise review by Abigail W.
Abigail W.
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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 business 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.

ConnectWise review by Victor M.
Victor M.
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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 business 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

ConnectWise review by ahmed w.
ahmed w.
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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 business 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.!

ConnectWise review by Seneca A.
Seneca A.
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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 business 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.

ConnectWise review by James B.
James B.
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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 business 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.

ConnectWise review by User
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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 business 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.

ConnectWise review by Ricardo P.
Ricardo P.
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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 business 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 review by Victoria  M.
Victoria M.
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"Atencion y gestion de tickets con ConnectWise Manage"

What do you like best?

Hoy quiero hablarles de una herramienta fantastica, potente y muy completa que les va a facilitar las labores en cuanto a atencion de tickets de soporte se refiere, se trata de ConnectWise Manage, esta maravillosa herramienta sirve para recibir tickets de soporte, tickets de proyectos y ademas para registrar y llevar un control de todos los clientes, aliados, socios, entre otros. A mi me funciono de maravilla el tiempo que la use dado que gracias a su interfaz en forma de calendario podia organizar mi trabajo por bloques de media hora en cada dia de la semana y de esta semana podia ocuparme de todas mis labores sin olvidar nada

What do you dislike?

Lo que puedo decir que no me gusto mucho que digamos referente a ConnectWise Manage es que la herramienta es bastante compleja de utilizar, tanto fue asi que tuve que realizar un curso de una semana entera en ConnectWise University, ya que la herramienta tiene demasiadas funciones y por tal motivo al principio no es tan sencilla de utilizar, claro, una vez que te acostumbras es cuando verdaderamente descubres lo potente que puede llegar a ser la herramienta.

Recommendations to others considering the product

No tengo recomendaciones al respecto

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

A nivel corporativo son muchísimas las soluciones que ofrece ConnectWise Manage desde lo que es la gestión de proyectos, gestión y administración de tickets de soporte y ademas te permite medir la gestión del personal que se encarga de atender los tickets reportados por los usuarios, en si la herramienta funciona excelente y opino que se adapta a las necesidades de cualquier empresa

ConnectWise review by Brandon S.
Brandon S.
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"Average Ticketing System"

What do you like best?

It allows for automated assignment of tickets based on how a ticket is categorized. It also enables you to set up automatic email notifications based on the status chosen in a ticket.

What do you dislike?

GUI is crowded, but you get used to it after a while. You can be changing multiple fields in a ticket only to find out that you need to save the ticket before editing some other fields. To ensure Help Desk staff fill in everything on the ticket, it would be nice if there was a way to require certain fields to be filled in during the creation of the ticket, but Connectwise only allows you to create that requirement on custom fields. Also, I do not like that it does not allow for LDAP.

Recommendations to others considering the product

It works for basic Help Desk requirements, but I would say there are probably other better solutions out there.

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

It satisfies the basic Help Desk needs for a ticketing system.

ConnectWise review by Daniel R.
Daniel R.
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"you can automate the technological processes with cconnectWise manage"

What do you like best?

It is a very professional software and fully specialized in providing solutions to people by automating large amounts of processes. For its part, the issuance of tickets is the easiest way to counter orders in the shortest possible time of purchases, as a supplier it is easier to maintain the customer through this route than through other traditional and non-automated forms that generally reach a type of error.

What do you dislike?

really for its technological capacity and sustained is a product in which it is very complex to use. You can get lost in a lot of steps that have to be done to use it. and learn to use it not to perfection but in the best possible way it can cost you a good time of adaptation. Its price in the market is somewhat high so if you want to use it requires a good investment.

Recommendations to others considering the product

The use of technology is necessary to provide a better business service with connectwise you will have a totally professional tool to do it, it will only require an investment

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

By means of the help desk where it gives you more support and to be more operative in terms of documentation of the same, it consolidates without doubt the standard processes and manuals used to use as a provider. On the other hand, you can invoice faster because you have more control and follow-up of the steps as far as the client is concerned.

ConnectWise review by Mike D.
Mike D.
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""This has expanded our profitability immensely""

What do you like best?

The assistance work area stage and the ConnectWise Manage ticketing framework enable your group to get, process and react to benefit asks for rapidly and proficiently. From time following to charging, remain over your funds and quit sitting idle on manual and repeatable undertakings. We began utilizing this a couple of years prior and have never had numerous issues. The vast majority of the upgrades we have seen them actualize have concentrated on this also. I cant truly consider whatever I have seen that didn't progress in the direction of making it simpler to utilize or get to or discover things in the product.

What do you dislike?

I think my solitary abhorrence has been the application for cell phones. They are enhancing and it has improved yet despite everything they require some work on it.It is difficult to work with CW there must be a genuinely strong preparing stage to complete the exercises with this device, time and commitment is required.

Recommendations to others considering the product

I suggest ConnectWise for any advancement in your business ventures, either to development, to give arrangements and give an advertising framework ,If you have to enhance your workers' time and enhance the administration of help tickets, don't waver to empower this product.

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

We as of now complete help the board inside the organization and do observing of tasks for the remediation of vulnerabilities to our diverse aggregate of clients.With CW Manage it has been conceivable to enhance the help to our clients on account of the age of tickets and the organization of these. With the usefulness to organize these tickets per customer, a superior following of the occasions assaulted was acquired.

ConnectWise review by Kelly H.
Kelly H.
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"the solution with ConnecWise Manage depends on you"

What do you like best?

It's amazing when a platform that you use you realize that you have all the necessary tools to use it more easily, with ConnectWise manage you get many automated processes that help you simplify these effectively. Starting with the help desk where it allows you to be more productive in terms of documentation and communication, it also keeps the lines of contact with clients open, thus maintaining a more formal and reliable communication with the client.

What do you dislike?

is a very complete application the truth but for this requires a good configuration of an expert hand that allows to explain to the person the complete process of how it is used, especially the automated part that it provides.

It is a tool that consumes time when it comes to learning how to use it, you have to put it into practice several times to get a good rhythm of work

Recommendations to others considering the product

If you need a platform that automates processes, improve workflow, follow-up sales and product purchases with ConnetWise you are on the right path.

At the beginning it is a bit difficult to manage, but you will see that with time you adapt.

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

Without a doubt that the work table since it simplifies many steps, the automation of processes since in this way no employee would incur in an error that he commits. It helps me to keep track of the delivery in addition to issuing the correct billing of what is the equivalent of what is being delivered.

ConnectWise review by Ramon T.
Ramon T.
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"Fulfilling SLA's with ConnectWise Manage"

What do you like best?

At the moment to work in the area of ​​technical support something that you should familiarize yourself with is the support tickets generated by the clients, whenever they have a requirement they will generate a ticket, well for this there are many applications that allow this function but to my taste there is no better than ConnectWise Manage, this powerful tool allows the generation of tickets by users, configuration of SLA's (response times), assignment of tickets to support staff and helps you to measure the management of each analyst who is dedicated to attend tickets, is a very useful tool for any organization

What do you dislike?

Well if we talk about ConnectWise Manage we have that although it is an extremely powerful tool and very useful we must also note that it is very difficult to use at least during the first interactions with it given that it has so many functions contained in it, that Sometimes you do not know what to do with so many options, that is, its interface is not at all friendly with its users, additionally to be able to use the tool you have to receive inductions since without them it would be almost impossible to learn to use it on its own and we can also limit the elvado cost of their licenses.

Recommendations to others considering the product

The recommendation is that you try your ticket management with the ConnectWise Manage tool that, although it is somewhat confusing when you learn to master it, it becomes very complete and powerful

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

At the corporate level, there are many solutions that ConnectWise Manage can provide, from ticket generation to the management of your staff that deals with these tickets, we must also mention the perfect and harmonious integration that other tools in the same house have. they are ConnectWise Control that allows you to take remote control of the equipment to perform technical support and ConnectWise Automate, which allows you to monitor the equipment to validate if everything is in order or if, on the contrary, any of these has flaws in its configuration

ConnectWise review by Albildo jose W.
Albildo jose W.
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"My analysis about ConnectWise Manage. My score is 4 stars"

What do you like best?

In my opinion, the features that you like about the ConnectWise Manage application, and the reason why I recommend it and give it a 4-star rating, is, first of all, the way you can manage the allocation of tickets within a company. , the monitoring that can be given to each ticket and the work done by each analyst or supervisor. The tool allows you to manage business units, several clients simultaneously, among many other functions. It is a very useful, valuable and growing tool, which to my liking should be implemented in all large organizations to improve some processes.

What do you dislike?

The main reason why I do not give the five stars to this application is due to its correctness when developing and efficiently running the application, due to the number of options and modules it has.

The programming does not have in its options a variability of languages. Of the rest I have no other important observations about this application.

Recommendations to others considering the product

I recommend that organizations acquire this application if they wish to facilitate and improve the efficiency of the administration and remediation of support tickets and will see how the service level agreements established for their clients are fulfilled.

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

Through the use of ConnectWise the organization is carrying out the management of tickets and the internalities of our customers, due to the responsiveness that the organization has to provide remote support to a group of companies. It also allows the SLAs to be measured to timely meet the established response times.

ConnectWise review by User
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"A great all in one tool for Managed Service Providers"

What do you like best?

- You can manage and view customer information. You can save and track licenses renewals ect and be reminded to contact your customers.

- Trouble tickets can be created by your help desk and tracked as well as-Ticket time tracking, Ticket age tracking.

- You can schedule yourself or other users for tasks.

- It can integrate with a number of other tools well.

- You can communicate with your user directly form the ticket via email connector and also receive updates when you receive a reply on a ticket.

- It can also handle the billing and invoice side of things.

What do you dislike?

It is a very powerful tool but can be a bit too much if you just need a simple help desk ticketing tool. There can be a bit of steep learning curve to get to where you are proficient.

Recommendations to others considering the product

It is a very powerful tool and can be customized

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

We needed a centralized system for Tickets and Billing as well as a way to centralize \ streamline customer communication.

ConnectWise review by Victor M.
Victor M.
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"ConnectWise Manage Experience"

What do you like best?

What I like about ConnectWise Manage is the way in which you can manage the assignment of tickets within a company, the monitoring that can be given to each ticket and the work performed by each analyst. The tool allows you to manage business units, several clients simultaneously, among many other functions. It is a very powerful and valuable tool, which to my liking should be implemented in all large organizations to improve some processes

What do you dislike?

The truth is that connectWise Manage is a very complete and powerful tool, I have no complaints about it, what I can say is that at the beginning is a bit complicated administration because it has too many options and modules, but with training and eventually you get to dominate

Recommendations to others considering the product

The recommendation is that they implement the system with complete confidence, since they will see how the management and remediation of support tickets will be facilitated and they will see how the SLAs established to their clients are matten

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

With the help of connectwise we are carrying out the management of tickets and our clients' internalities, since the company for which I work is responsible for providing remote support to a group of companies, in addition it helps us to measure SLAs to always comply with the established response times and helps us validate the work of each one of the analysts who attend said tickets

ConnectWise review by Serge M.
Serge M.
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"Brilliant software for ticketing"

What do you like best?

It is very flexible and versatile. I liked the filters and the ability to add buttons and shortcuts which makes everything easier. The graphical interface was great. The search it provided was fast. A lot of great ways to implement projects and organize work. The ability to host it on your own servers and have your client database detached.

What do you dislike?

In the beginning it was limited with poor graphics and it was very broad sometimes complicated. All of that got fixed with the upgrades. The search was slow in the beginning. It used to crash sometimes, and the server would respond so poorly. It didn't have a lot of features that it has now. The support was very slow but it got better.

Recommendations to others considering the product

It is a great software that will take your business to the next level. Customers are very happy with the automated responses they get from this software. It looks very professional and allows you to approach problems in a direct way in order to accomplish better troubleshooting.

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

Great time management. I was able to bill clients fairly and fast. It helped me organize my daily tasks in a better way. I had a great overview of my day and what I accomplished during my business day. It allowed me to log my time and work expenses fairly and quickly. It gave a good breakdown of projects that are in progress and what was being handled correctly.

ConnectWise review by Peter P.
Peter P.
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"Powerful but convoluted"

What do you like best?

Ability to customize any workflow in an infinite amount of way. We have not found an issue we could not solve with ticketing, billing or management yet. The amount of other vendors it integrates with is huge.

What do you dislike?

Large and slow. The installer and installed size is large. The constant small updates slows service calls as we have to wait for it to update on almost every launch. The cloud version is terribly terribly slow to respond to any input in the app.

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

We are using CWM to run our ticketing system in house and for Clients. We also use it for billing and to track employees time and billable hours.

ConnectWise review by Joshua P.
Joshua P.
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"Very intuitive design/Easy to use"

What do you like best?

I really enjoy the design aspect for each of the tabs on the right hand side. It helps keep everything organized, at least for me, and allows me to easily swab between my timesheets and expense reports.

What do you dislike?

It can be finicky when it come to accepting the time I enter in on the main timesheet page when within a particular timesheet period.

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

It has helped me keep track of my mileage very easily as well as realize the importance and general time saving it can provide by entering in my time each day without a hassle.

ConnectWise review by Nick S.
Nick S.
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"Fantastic ticketing system, especially for MSPs"

What do you like best?

The flexibility in searching is probably the most powerful thing in ConnectWise Manage. You can search by any attribute of a ticket, which makes my job as a process manager much easier to do. I can choose to search by status and see everything that's in the "build/repair" status and quickly be able to see what needs to be worked on. It also means it's really easy to find a ticket even when a client doesn't have a ticket number, which is more often than not going to be the case. It also allows me to have several tabs open (another fantastic feature), each of which serve as a quick glance into a part of our process.

What do you dislike?

It's not perfect; I wish that I could customize more things about the platform so that I can quickly move from one thing to another. I often keep several tabs open and it would be nice to be able to label them by how I'm using them.

Recommendations to others considering the product

ConnectWise is all-encompassing with their line of products and I can't recommend it enough.

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

It allows us to keep our client's issues organized. We can have as many as 200 tickets open for nearly 100 clients at any one time and I can't think of a better system to use to do that.

ConnectWise review by Administrator
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"Connectwise Review"

What do you like best?

The ability to be able to bundle tickets together unlike other helpdesk software. Currently trialing Changegear/testing and that software is completely awful. ConnectWise is lightyears ahead as far as options.

What do you dislike?

The software doesn't integrate with AD so it makes you enter each contact/new contact. Too easy to make duplications for users. Sometimes the interface whether it be the thickclient or the web interface, seems to lag and take forever to save your changes.

Recommendations to others considering the product

Great product to manage a technology help desk with. Been using it for about 3 years now and would not really consider moving away from it. All other software seems to lack where connectwise picks up the slack.

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

We Provide technology and services to our employees. Any problems that arise to do with technology it is easy to document, follow, and keep up with what is going on with the tickets. A great benefit of this product is that it allows you to manage different areas of technology independently of each other.

ConnectWise review by Consultant
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"My experience with Connect Wise"

What do you like best?

I like the fact I can use a web version instead of the App, because it integrates better with the way I work. I get an email saying I have been assigned to a ticket, so I can then click the "View Ticket" button at the bottom of the email and it then opens that ticket in a new tab in my browser.

What do you dislike?

I dislike a lot of things about ConnectWise : the windows desktop App's lack of proper window management, lack of "open in new tab" when using middle mouse button click, the fact it opens another window to edit text when I try to copy text from an older entry in a ticket.

I also dislike the ios mobile App a lot, it doesn't even feature a timer for punching IN/OUT times at customer's. I also don't like the fact I can't access config screens if they havn't been attached to the service ticket.

Recommendations to others considering the product

Screenconnect works very good

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

Well it's a desktop management software, so we're basically just using the thing for ticketing and schedule management. I think any other similar software would allow us to do the same, so I don't consider that Connectwise itself helps solve problems.

ConnectWise review by Ahmed A.
Ahmed A.
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"ConnectWise is the BEST business solution for any company with a ticketing system!"

What do you like best?

I love how organized everything is within the system. If I want to find an old ticket from 3 years ago that had important information in it, I can do just that with no effort. The different categories you can organize your tickets in ranges from a summary description, the current status of the ticket, the age of the ticket to a ticket number or the priority set for the ticket.

What do you dislike?

I dislike how often it goes down. It seems like there are server issues every other week. The server is hosted by Amazon, a very reliable host; However, I feel like there has been intermittent issues that need to be addressed.

Recommendations to others considering the product

Take the training before you use it! You will learn a lot of cool tips and tricks! The last two companies I have worked for has used this ticketing system and the program has customizations to suite any companies needs!

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

There is little to no confusion about what status a ticket is in. Customers are getting helped faster. Tickets of high importance are being seen/addressed immediately while tickets that are not quite as important are being duly noted and addressed in a timely manner.

ConnectWise review by Miguel G.
Miguel G.
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" The best way to handle incidents by tickets"

What do you like best?

The best thing about connectwise manage is the visualization of tickets, the easy configuration so that the tickets arrive at the post office. The handling of incidents is carried out in a more organized way in a more efficient way.

What do you dislike?

What I do not like about connectwise manage is the desynchronization with the connectwise automete, create non-original tickets, the tray of tickets that are not valid is filled, it would be good to correct them so that the application is much more efficient.

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

In the company where I work is responsible for solving problems of windows equipment, the most organized way to take control of each incident is with tickets where Connectwise manages is handled by priority incidents and ticking time, thanks to this is served the incidents that require more attention.

ConnectWise review by Bradley G.
Bradley G.
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"THIS WILL REINVENT YOUR I.T. SERVICES COMPANY"

What do you like best?

The automation, time-tracking, quote to order to ticket to invoice process, how everything is linked together...just everything!

What do you dislike?

The inventory module isn't quite as strong as the product we previously used but it gets the job done. Also, we'd like more granular security options within the software.

Recommendations to others considering the product

Do it! You will not regret it.

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

We needed a better way to track technician time. We found it. We realized a 20% increase in billable time by properly tracking our time. Our techs are more efficient than they've ever been by a wide margin.

ConnectWise review by Steve R.
Steve R.
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"Connectwise - full featured"

What do you like best?

Connectwise is a full featured PSA tool. What I like most about it is its ability to control our workflow in the Technical Services Department. We use it to generate tickets for work coming in and track all of our technicians work.

What do you dislike?

The only thing I don't really like about COnnectwise its it heavy client. It is a large install and the performance sometimes can be lacking.

Recommendations to others considering the product

Work hard to stay on top of your data. Connectwise can get out of hand if you don't keep data accurate. Garbage in equals Garbage out is very relevant here.

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

Connectwise addresses many business needs for us. We do all ticket tracking and escalation via it and we also use it for all of our billing needs.

ConnectWise review by Sean P.
Sean P.
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"ConectWise - Pretty solid!"

What do you like best?

How much functionality it has. I love that we can do our own e-mail marketing campaigns, it saves cost on other pay services, and we can create our own HTML e-mail exactly as we want it, plus send a survey, or any other type of follow-up, even see who opened the e-mail.

What do you dislike?

As with any cloud based company there is the occasional outage. We have experienced a couple short outages in the past few years, however tech support via chat is generally helpful and often aware of the issue.

Recommendations to others considering the product

As Connectwise grows so is their partner list, recently Watchguard has added them to their vendor list. We haven't connected or firewalls yet to connectwise, but the options it will give us with watchguard sound very exciting.

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

Billing and invoicing - Before Connectwise we were using an excel spreadsheet for ticket entries and e-mailing them in PDF form. Now connectwise manages our invoicing, e-mailing, agreement billing and sync's with Quickbooks.

ConnectWise review by User in Performing Arts
User in Performing Arts
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"ConnectWise at a mid-size company"

What do you like best?

Invoicing syncs well with Quickbooks. Previous to using CW I was manually entering each invoice into QB, which took a lot more time. CW connects me to the PMs, as well as QB so it's an easy one-stop.

What do you dislike?

The software is incredibly expensive, and any additional help comes at an additional cost. This matters, because transitioning to ConnectWise is cumbersome and you will need all the help you can get.

Recommendations to others considering the product

I'm not sure that this software is the best for all companies. It isn't very flexible, so if you are just starting out and can conform to the available structure it might resonate well with you and your company. Otherwise, it could be useful in bits and pieces but may not be possible to fully transition over. Because of the cost to use, it would be most valuable to a company that can take advantage of everything it offers.

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

Invoicing takes less of our PM's time than our previous method. There was a steep learning curve, however, so in the early days of transitioning it didn't seem like it was saving time at all-- that has now balanced out.

ConnectWise review by Administrator
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"Great product with lots of potential, but lots of work to get there"

What do you like best?

I like the flexibility it offers and the amount of information that can be obtained about a ticket. It is also an invaluable tool for scheduling service with our customers and making sure that our techs are staying busy. The Project Management features are excellent, as well.

What do you dislike?

The onboarding process is painful, to say the least. It takes a LOT of time and effort to get things set up properly. The sales/onboarding team likes to say that CW just needs to be tailored to fit our business model but we've found that there are some processes that were designed to work a certain way, and can't be changed. This would mostly be fine if they would just TELL you what work flow it was designed for.

Recommendations to others considering the product

Unless you are a brand new MSP, expect a long onboarding process. It will definitely help in the long run and I feel like it is worth it, eventually.

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

Improved communication with customers, and automation to raise flags on tickets that need attention. Saving time and increase standardization with ticket and project templates. Saving time by not having to duplicate data entry between documentation platform, RMM and PSA through integration.

ConnectWise review by Julee C.
Julee C.
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"From many to one"

What do you like best?

That all of our needs are met in one software - Client containment, sales, support. The process that is used for updating the product and alerting the end user to what is coming. That support is so responsive.

What do you dislike?

When the updates that are made affect my workflow.

Recommendations to others considering the product

Map out your plan ahead of time. Speak to other users of the system before implementing - see if first hand. Go to ITNation.

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

We went from 3 software products to 1 when we chose ConnectWise. Organization improved, time management improved, decreased lost tickets and dissatisfied clients.

ConnectWise review by User in Information Technology and Services
User in Information Technology and Services
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"A work in progress"

What do you like best?

I can almost live in ConnectWise, in that I have contact info, appointments, tickets, configurations and more all in one place. Customizable module layout. Ability to use with Watchman Monitoring.

What do you dislike?

Mobile app needs more development (a lot more, says the iOS 11.2.2 iPhone X user). Browser access needs to conform to standards. For example, when I use a shortcut to go to the beginning of a line (or maybe it’s a word), CW tries to go back a page. I have lost work this way. No other web page does this. The look of it also feels very dated. Needs more customizable views (e.g., when looking at my time entries before submission, why is there no option to show the ticket status so I don’t have to go into each one individually to confirm I closed them?). Needs CalDAV and CardDAV support so my calendar shows events when I assign myself a ticket and so that contacts in CW can be accessed when I ask Siri for directions to the client. In other words, it needs to be faster, more fluid, easier to use with modern tools like Siri, less clunky, generally.

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

Again, having everything more or less contained in one system is helpful.

ConnectWise review by User in Information Technology and Services
User in Information Technology and Services
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"ConnectWise Manage is what has made our IT so successful!"

What do you like best?

The service and project ticket management system is amazing. Manage allows us to prioritize incoming requests and triage what is most important. For project tickets, it allows me to see everything relevant at a glance and schedule efficiently.

What do you dislike?

The permissions trees have grown rather wild over the last few updates as new features have been added. Often we find that certain job roles are no longer able to do things until we isolate the change and fix the permissions.

Recommendations to others considering the product

Assign a team of 2-3 people to be your subject matter experts. There is a large learning curve and it helped to have people on our staff that could do setup, coordinate training, etc.

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

We use it for a range of things related to IT such as our helpdesk, project management, and account services. We used to have these all done by seperate programs but now ConnectWise Manage allows us to do it all in one place.

ConnectWise review by Randy D.
Randy D.
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"Connectwise is the backbone of our company. If it's not in Connectwise, it didn't happen."

What do you like best?

We really like the on premise capabilty, running our own server, tied to our own SQL data.

Remember, on premise can be your own AWS instance or the likes.

For small and medium sized MSP's (Managed Service Providers) and Service Organizaitons,

that is between 4 and 40 technicians, Connectwise is a complete system.

If you are smaller, this may not be for you. Stick to the subscription model.

If you are really big, you may like the API's and customization here, but you may already have bigger software.

But, if you are the vast majority of business IT support, then this is the one.

What do you dislike?

The software is based on the .NET platform, which is starting to show it's age.

The latest version did move to the newest .NET feature set, and works well with 365 now.

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

It handles quoting and invoicing, time tracking and service billing, project management and management reporting.

Our customers love having a one page invoice, with 18 pages of time detail available behind it.

We use it to drive our incentive based pay model.

We use it to ensure a consistent onboarding experience for new clients.

We use it for the sales and marketing tracks and automated workflows.

We use it to keep things from falling through the cracks, like SSL renewal or UPS battery replacement in 3 years.

ConnectWise review by Kurien K.
Kurien K.
Validated Reviewer
Review Source
content

"complex but complete as in all in one solution for Helpdesk solution"

What do you like best?

The features of connectwise is amazing. The funtionality it provides it beyond amazing. It is a bit complex at first but the ability to navigate through its windows takes some getting used to. Connectwise university was a very helpful feature. The ticketing feature is absolutely it's best feature. It also has the ability to store contacts and passwords under a company and that was very helpful.

What do you dislike?

There were certain times when I was saving records that hitting save did not work and all the data I input was not saved causing me to have to input it again. The program otherwise was much better than anything I have used in the past.

Recommendations to others considering the product

Try it and you'll love it

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

The ticking system was the issue and this provides the solution to that issue. This is one of the better ticketing systems that I have seen and it abilities are very wide and has a lot of potential. The abilites of connectwise allow you to store username and passwords under different companies and store multiple records under said account which is very helpful and when needing to reference one of them it is quick and easy to find.

ConnectWise review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"Love/Hate Relationship"

What do you like best?

The product really doesn't everything you'd want and more.

What do you dislike?

Dealing with the company itself isn't an enjoyment. They love getting their hooks into you and once you've signed with them, good luck ever negotiating or getting treated right. They talk about a partnership with their clients, what a joke.

Recommendations to others considering the product

It does everything you need from this type of product. Suggest committing to as much as you can and negotiate the hell our of your contracts early on. Once you get in bed, good luck getting any love back. Other than that, the product itself is a huge asset to us.

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

We run our business on the platform. Ticketing, time entry, invoicing, etc. It's our one source of all information.

ConnectWise review by Donovon C.
Donovon C.
Validated Reviewer
Verified Current User
Review Source
content

"Ticketing and Business Management, made easy"

What do you like best?

My current position as a Help Desk Analyst introduced me to ConnectWise after years of using competing products. I had heard about ConnectWise, but never had the time to get properly introduced. As part of my onboarding, I spent several weeks going through ConnectWise University, a fantastic training program for intermediate and advanced users. The ability to revisit the ConnectWise University to expand your knowledge of the tool really adds value to ConnectWise. Many other ticketing systems have a knowledge base, but few provide as much depth as ConnectWise U. Any tool is only as effective as the person using it, so having training options like ConnectWise University empowers the user to go farther than they could on their own with what is a very powerful ticketing and business management system.

What do you dislike?

Because of the power and depth of the system, it can be somewhat daunting to familiarize yourself and take advantage of all that ConnectWise can do. Fortunately, the University aids in some of this, but there really is no replacement for first hand experience. It took me about a week to get comfortable performing my daily tasks in connectwise, but at the end of that time I was able to start advancing my knowledge and utilization habits.

From time to time we have some slowness issues with the system. I believe this is due to our hosting situation for the application, so I don't think that's a knock on the product, but wanted to include it. Additionally, the mobile app for iPhone is somewhat antiquated and not very intuitive. It would be nice to easily be able to record time in a ticket from a mobile device.

Recommendations to others considering the product

Take your time and implement it correctly. Provide your users with adequate time to go through the university and be trained. Once implemented, ensure that users can customize the experience to be effective in their roles.

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

ConnectWise is the core line of business application for our company. We use ConnectWise to generate invoices, track time, track tickets, track inventory, track sales, customer relationships as well as projects and event management. We also use the calendaring to keep track of employees. Having our business in ConnectWise gives us a centralized place to keep all of our information. It gives us the ability to track everything that happens within the company, search it and report on it. As an IT services organization, tracking work, as well as the documentation and solutions, is pivotal to providing excellent service to our customers.

Kate from G2

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