--- title: ConnectWise PSA Reviews meta_title: 'ConnectWise PSA Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 583 reviews by the users' company size, role or industry to find out how ConnectWise PSA works for a business like yours. aggregate_rating: rating_value: 4.0 review_count: 583 scale: '5' date_modified: '2026-07-21' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # ConnectWise PSA Reviews **Vendor:** ConnectWise **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.0/5.0 **Total Reviews:** 583 ## About ConnectWise PSA ConnectWise PSA is the most complete business management platform built specifically for companies that sell, service, and support technology. Designed for Managed Service Providers (MSPs) and IT service organizations, it centralizes operations, strengthens accountability, and improves service delivery by bringing every core workflow into one modern platform. ConnectWise PSA helps MSPs reduce manual effort and streamline operations through adaptive workflows, automated billing, and structured service processes. From ticket management and customer service to sales, project delivery, and business analytics, ConnectWise PSA gives teams the tools they need to work smarter, faster, and with greater consistency. As a unified command center for the business, ConnectWise PSA provides real-time visibility across service, finance, and operations. This holistic approach allows MSPs to eliminate swivel-chair work, reduce errors, and make data-driven decisions that support growth and customer satisfaction. Routine tasks become automated, freeing technicians and leaders to focus on strategic initiatives rather than administrative overhead. Built for small to mid-sized technology firms and MSPs, ConnectWise PSA supports the full lifecycle of managed services. Users rely on it to track and resolve service tickets, automate recurring and one-time invoicing, manage projects, oversee sales activity, and monitor key performance metrics—all from a single platform that scales with the business. Core capabilities include an advanced service desk for efficient ticket routing and resolution, reliable integrations with major accounting platforms, robust quoting and invoicing tools for accelerating cash flow, and comprehensive project management to keep teams aligned. Built-in dashboards and analytics surface trends and insights that help leaders improve performance and operate proactively. Backed by more than 40 years of experience in the technology services industry, ConnectWise stands apart through its global community, deep ecosystem, and continuous innovation. ConnectWise PSA gives MSPs the foundation they need to run and grow their business today while preparing for a future powered by automation and intelligent service delivery. ## ConnectWise PSA Pros & Cons **What users like:** - Users find the **interface easy to use** , appreciating its simplicity and efficiency in managing tasks and tickets. (36 reviews) - Users value the **seamless integration** with third-party software, enhancing customization and ease of use in their workflow. (21 reviews) - Users appreciate the **extensive integrations** of ConnectWise PSA, enhancing automation and workflow across various applications. (16 reviews) - Users appreciate the **rich feature set** of ConnectWise PSA, benefiting from comprehensive tools for management and organization. (15 reviews) - Users appreciate the **responsive customer support** from ConnectWise PSA, enhancing their experience with effective assistance. (13 reviews) - Client Management (10 reviews) - Comprehensive Features (10 reviews) - Customizability (10 reviews) - Easy Customization (10 reviews) - Easy Integrations (10 reviews) **What users dislike:** - Users find the **learning curve steep** , making initial setup and adaptation to ConnectWise PSA quite challenging. (24 reviews) - Users report **poor customer support** with slow response times and inadequate follow-up on escalated issues. (16 reviews) - Users find **ConnectWise PSA's usability complex** , with a tedious configuration process that hampers effective management and forecasting. (15 reviews) - Users express frustration with **missing features** in ConnectWise PSA, highlighting the need for better sales and documentation tools. (13 reviews) - Users face significant **performance issues** with ConnectWise PSA, impacting workflow and overall satisfaction with the software. (10 reviews) - Slow Performance (10 reviews) - Time-Consuming (9 reviews) - Users find ConnectWise PSA to be **expensive** , posing challenges for smaller businesses and those on a budget. (8 reviews) - Limited Features (8 reviews) - Not Intuitive (8 reviews) ## ConnectWise PSA Reviews ### 1. The Best Business Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2019 **What do you like best about ConnectWise PSA?** It is the most comprehensive system I have ever used to manage a variety of functions for any sales/service business. **What do you dislike about ConnectWise PSA?** It can be a little confusing. There are a lot of ways to get to the same thing. **What problems is ConnectWise PSA solving and how is that benefiting you?** I am solving problems via the ticketing portion, but am able to keep track of any information for a company and access it easily, making the process more stream lined. ### 2. Great Product! **Rating:** 5.0/5.0 stars **Reviewed by:** John H. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 05, 2018 **What do you like best about ConnectWise PSA?** SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! We have also been able to ask permission to use positive comments form our clients on our web site using SmileBack. Having real world feedback on our service up on our site has been very valuable! **What do you dislike about ConnectWise PSA?** We have found nothing so far that is negative. **What problems is ConnectWise PSA solving and how is that benefiting you?** Obtaining real feedback from our clients without causing an inconvenience to them. ### 3. Excellent project for MSP **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 03, 2019 **What do you like best about ConnectWise PSA?** It's versatility and ability to be tailored for your business. **What do you dislike about ConnectWise PSA?** There isn't much to not like. I cannot think of anything. **What problems is ConnectWise PSA solving and how is that benefiting you?** We have been able to provide better customer service, better internal processes and new services for client because of our utilization of ConnectWise Manage. ### 4. Pretty awesome product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about ConnectWise PSA?** I like that it is fast and efficient. It gets the job done. **What do you dislike about ConnectWise PSA?** The only thing I dislike about it is the price. **What problems is ConnectWise PSA solving and how is that benefiting you?** Managing employee work loads. ### 5. Connect wise **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 04, 2019 **What do you like best about ConnectWise PSA?** I liked the fact that it was very customizable and you are able to even change the UI. **What do you dislike about ConnectWise PSA?** The UI was not the best as I think there are too many options on screen at one time. Need to be more drop downs. **What problems is ConnectWise PSA solving and how is that benefiting you?** We used it for ticket management and also automating ### 6. Awesome Project Management Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2018 **What do you like best about ConnectWise PSA?** We are managed Service Providers and connectwise is a great software needed for our type of business. it has CRM, help desk, ticketing system, project management etc. It helps to keep all our client data in one place and access their info when needed and that helps the search much easier and it saves time. Fairly comprehensive and pretty simple to use. It helps to submit a service ticket and get the status of the ticket as well. **What do you dislike about ConnectWise PSA?** Nothing as of now, it was little confusing initially when I started using it, but once you get a hang of it, its pretty simple. **What problems is ConnectWise PSA solving and how is that benefiting you?** Its keeps you and team stay organized, time consuming, everything in one place. ### 7. Great Software for MSP **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2019 **What do you like best about ConnectWise PSA?** Hosted on the cloud, great community support. **What do you dislike about ConnectWise PSA?** separate software for Help-desk functions & Management functions. **What problems is ConnectWise PSA solving and how is that benefiting you?** Ticketing and Time Management ### 8. Connectwise Review **Rating:** 5.0/5.0 stars **Reviewed by:** Michalla D. | Purchasing Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2018 **What do you like best about ConnectWise PSA?** I like how organized Connectwise Manage is as well as the simplicity of the program. **What do you dislike about ConnectWise PSA?** I dont like how unforgiving connectwise is when a mistake is made. Products are difficult to delete off of orders and tickets. **What problems is ConnectWise PSA solving and how is that benefiting you?** We use Connectwise for our purchasing and service work for our technicians and cable crew ### 9. Connect **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2019 **What do you like best about ConnectWise PSA?** I like connectWise manage system. It’s very useful to connect with everything and very easy to learn. **What do you dislike about ConnectWise PSA?** I don’t have anything to dislike it. ConnectWise manage sometimes take more time to manage. **Recommendations to others considering ConnectWise PSA:** It’s great **What problems is ConnectWise PSA solving and how is that benefiting you?** Time management Easy controls ### 10. I use it daily for a company that we support **Rating:** 2.5/5.0 stars **Reviewed by:** Hailey-Faith K. | L2 IT Help Desk Support, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2018 **What do you like best about ConnectWise PSA?** I like how it does in crash like some of the software and seems basic but has a lot of features to wear you dont need to use different software to run the helpdesk **What do you dislike about ConnectWise PSA?** Sometimes it can freak out and have to clear the cache and you also have to restart and re-login to get it back up and running **What problems is ConnectWise PSA solving and how is that benefiting you?** We are using it have all of the devices that we have spread out and able to have them saved in one place and able to tag which one is related to that ticket ### 11. Great tool! **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel H. | Windows System Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2018 **What do you like best about ConnectWise PSA?** I like ConnectWise as it gives many options for creating and closing tickets. **What do you dislike about ConnectWise PSA?** The UI and UX could be a little bit better. **What problems is ConnectWise PSA solving and how is that benefiting you?** IT problem resolution ### 12. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2018 **What do you like best about ConnectWise PSA?** I’m able to stay organized and keep a list of all my tasks and everything I need to do I was in the ticketing system **What do you dislike about ConnectWise PSA?** Sometimes it gets overwhelming when you get a lotto tickets **What problems is ConnectWise PSA solving and how is that benefiting you?** It is the ticketing system that helps me keep track of all the current IT issues that users have ### 13. Top most market-leading ticketing system to provide best-in-class **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2018 **What do you like best about ConnectWise PSA?** The help desk platform and ticketing system enables us our team to receive, process, and respond to service requests quickly and efficiently. It's Mobile iPhone app is AWESOME!!! Our users can use the customer portal Constant Updates Feature request bidding system. **What do you dislike about ConnectWise PSA?** Still Not find anything which we have dislike. it is the better system to us **Recommendations to others considering ConnectWise PSA:** It is best application for clients/customers with lots of usable features and its support for application is also very good. I have recommanded this application for your business suits. **What problems is ConnectWise PSA solving and how is that benefiting you?** This enables our clients a 24 hour support and as well as for our team giving online training videos Application blueprints, telling them which modules interact with other modules. ### 14. A great tool for managed service providers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 29, 2018 **What do you like best about ConnectWise PSA?** Connectwise is an easy to use and straightforward product for managing clients and tickets. Tight integration with the rest of their product like is excellent. Recent releases have gotten significantly more stable and user-friendly. **What do you dislike about ConnectWise PSA?** Troubleshooting issues with the support team has been problematic over the years, but the product stability has improved so we have needed to open less tickets. **Recommendations to others considering ConnectWise PSA:** CW Manage is probably the best option for the cost in this space. **What problems is ConnectWise PSA solving and how is that benefiting you?** Operating a managed service provider can be difficult. Having a solid system in place to manage everything from customer relationships, tickets, and computer management really makes things easier. ### 15. Full Help Desk GUI **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2018 **What do you like best about ConnectWise PSA?** You can basically customize your interface easily to show up the most important tasks, another tab will open the calendar on a side, this calendar can be sync automatically with your outlook therefore Exchange/Office 365 as well The screen connect feature will allow you an easy remote access with users, customers etc... So many features already embedded and then to add **What do you dislike about ConnectWise PSA?** Sometimes the engine can be a little slow, and depending on the browser you use, also few glitches sometimes. Also the status is not complete enough sometimes. **What problems is ConnectWise PSA solving and how is that benefiting you?** Mostly Help desk cases, tickets but also now projects for server migration, firewall set up, and also workflow with my team when a customer needs a new quote therefore we transfer to the account manager ### 16. Excellent Streamlining Management System **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 27, 2018 **What do you like best about ConnectWise PSA?** EVERYTHING integrates. All of the tools that we purchase are built to integrate directly into CW and work seamlessly. The community they have built is fantastic. **What do you dislike about ConnectWise PSA?** The user interface is a bit archaic and chunky. I would like to see a little be more a fancy gui. **What problems is ConnectWise PSA solving and how is that benefiting you?** Tracking time accurately has been a huge plus. ### 17. Market leader in Connectwise CSAT **Rating:** 4.5/5.0 stars **Reviewed by:** Joshua G. | Operations Director, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2018 **What do you like best about ConnectWise PSA?** The response rates are excellent. We get responses on over half of our tickets. **What do you dislike about ConnectWise PSA?** A little more customisation on the dashboard would be great **What problems is ConnectWise PSA solving and how is that benefiting you?** We get a realtime pulse on customer sentiment and can jump straight onto problems with unhappy clients. ### 18. Gets the job done, but could be a better user experience **Rating:** 3.0/5.0 stars **Reviewed by:** Abigail W. | Account Coordinator, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2018 **What do you like best about ConnectWise PSA?** 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 about ConnectWise PSA?** 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 ConnectWise PSA:** ConnectWise gets the job done from setting up projects to invoicing clients. **What problems is ConnectWise PSA solving and how is that benefiting you?** 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. ### 19. Not user friendly **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** January 11, 2019 **What do you like best about ConnectWise PSA?** Ability to email directly from the program **What do you dislike about ConnectWise PSA?** Not very user friendly. I completed the online university and there are still elements that are confusing **What problems is ConnectWise PSA solving and how is that benefiting you?** Using to log tickets ### 20. Time Saver **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2018 **What do you like best about ConnectWise PSA?** The number of customizations and workflows I can build have saved me hours a month and we've barely scratched the surface. Nearly everything we use integrates directly and makes it easy to stay up to date with what's going on with our clients. **What do you dislike about ConnectWise PSA?** There is a steep learning curve and can be a little faster in my opinion. **Recommendations to others considering ConnectWise PSA:** Don't sign up for their implementation/training, use a third-party consultant instead. They'll be able to guide you on what you need for your particular needs. CW gives you an overall idea but won't help with specifics. **What problems is ConnectWise PSA solving and how is that benefiting you?** Communication on tickets and projects with clients has improved. We've been able to eliminate administrative steps when it comes to time tracking against agreements and invoicing. ### 21. Couldn't work without it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2018 **What do you like best about ConnectWise PSA?** We switched from mhelpdesk to Connectwise in the last 2 years. It's helped us stay on top of billing, tickets and marketing more than we have in the past. **What do you dislike about ConnectWise PSA?** Sometimes can be slow. We have to close out and reopen a few times a day. **What problems is ConnectWise PSA solving and how is that benefiting you?** Billing and how invoices are sent. ### 22. #worth **Rating:** 4.5/5.0 stars **Reviewed by:** richard e. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 10, 2018 **What do you like best about ConnectWise PSA?** Instant feedback, without the need for manual chasing down of clients. **What do you dislike about ConnectWise PSA?** Easy to ignore, feel like we're doing the minimum to elicit feedback. **What problems is ConnectWise PSA solving and how is that benefiting you?** CSAT engagement. This seems obvious? ### 23. Very Good Product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2018 **What do you like best about ConnectWise PSA?** The way how people can share screens with each other. **What do you dislike about ConnectWise PSA?** The pricing is very high, while we can find more cheaper price online. **Recommendations to others considering ConnectWise PSA:** I believe that ConnectWise is an ideal area to connect with clients, however, if you’re considering a lower price, you must look for something online. **What problems is ConnectWise PSA solving and how is that benefiting you?** There are many benefits of using ConnectWise. One of the reason is because it is an area known world-wide to begin with conference. By using ConnectWise you can not only contact clients at longer distance, but also share screens. This was also one of the benefits I realized. ### 24. SmileBack is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** dan l. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2018 **What do you like best about ConnectWise PSA?** Its ease of use and the customer support **What do you dislike about ConnectWise PSA?** Nothing. Frequent changes keeps it interesting! **What problems is ConnectWise PSA solving and how is that benefiting you?** CSAT is easily monitored and we can act open both happy and problematic clients! ### 25. Solid Ticket System **Rating:** 4.5/5.0 stars **Reviewed by:** Scott E. | Technical Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2018 **What do you like best about ConnectWise PSA?** Outlook integration makes ticket creation and scheduling a lot easier. Automated workflows are indispensable. **What do you dislike about ConnectWise PSA?** I don't care for the desktop app. I use the web client exclusively. **Recommendations to others considering ConnectWise PSA:** Hosted server! In-house is not worth the trouble. **What problems is ConnectWise PSA solving and how is that benefiting you?** We use ConnectWise as our primary Ticketing, customer communication, and asset-management utility. It is an invaluable resource that I wouldn't know how to function without. ### 26. I now know our overall CSAT **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 04, 2018 **What do you like best about ConnectWise PSA?** Great tool to gauge the services we are providing to our clients. Our Account Managers take these metrics and reports to client meetings and not only are we as a company impressed, but so are our clients. Highly recommended. **What do you dislike about ConnectWise PSA?** I would like ability to report based on resource and not just company. **What problems is ConnectWise PSA solving and how is that benefiting you?** Understanding our Client Satisfaction is critical to us and now we have that. ### 27. Fantastic way to track metrics! **Rating:** 5.0/5.0 stars **Reviewed by:** Liz S. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2018 **What do you like best about ConnectWise PSA?** Brightgauge parses all of our datapoints and compiled them into an easy to manvour dashboard **What do you dislike about ConnectWise PSA?** I’ve found Datasets are a bit tough to customize **What problems is ConnectWise PSA solving and how is that benefiting you?** Being able to track metrics on tickets and support time spent in specific issues while being able to provide a simple report for clients s we were also able to use some of these reports for business cases on needing to review hardware/software support ### 28. One of the best companies **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Small-Business (50 or fewer emp.) **Reviewed Date:** January 29, 2019 **What do you like best about ConnectWise PSA?** I like how fast the customer support is, how the platform is. easy to use **What do you dislike about ConnectWise PSA?** Nothing, it's great and I like everything about it. **Recommendations to others considering ConnectWise PSA:** It's the best platform and a good company to work **What problems is ConnectWise PSA solving and how is that benefiting you?** Solving all my problems with customers and getting extra time ### 29. Love ConnectWise Manage. **Rating:** 5.0/5.0 stars **Reviewed by:** Walid W. | Director of technical, Small-Business (50 or fewer emp.) **Reviewed Date:** October 25, 2018 **What do you like best about ConnectWise PSA?** We are using Connect Wise Manage since its early days. and our whole business and client management depends on Connect Wise Manage. **What do you dislike about ConnectWise PSA?** the only thing that I do not like about it is the price. **What problems is ConnectWise PSA solving and how is that benefiting you?** with Connect Wise Manage we are tracking our projects, client tickets, reffer to previously works done. CRM., ### 30. very user friendly - lots of features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2018 **What do you like best about ConnectWise PSA?** like that it is compatible with most other software - one stop shop **What do you dislike about ConnectWise PSA?** too many clicks - data pulling from other software, experience lots of glitches **What problems is ConnectWise PSA solving and how is that benefiting you?** managing service tickets, projects, accounting, daily schedule, accounting, invoicing, purchase and sales orders ### 31. Converting opportunites **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2019 **What do you like best about ConnectWise PSA?** I love the ease of converting ops and assigning next steps **What do you dislike about ConnectWise PSA?** Repetitive data entry on new accounts and leads. Should be automate **What problems is ConnectWise PSA solving and how is that benefiting you?** Helps us managed the sales cycle from lead creation to implementation ### 32. Great product with lots of potential, but lots of work to get there **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2018 **What do you like best about ConnectWise PSA?** 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 about ConnectWise PSA?** 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 ConnectWise PSA:** 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 problems is ConnectWise PSA solving and how is that benefiting you?** 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. ### 33. Connectwise Managed to manage all that I needed! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2018 **What do you like best about ConnectWise PSA?** I like the layout and ease of use- once you learn it you are set! **What do you dislike about ConnectWise PSA?** I wish you could have two tabs open at once without opening two windows. **Recommendations to others considering ConnectWise PSA:** Get it! **What problems is ConnectWise PSA solving and how is that benefiting you?** We are using as a ticket system, sales growth, and tracking/reports. ### 34. Solid Ticket system with Great Connectors **Rating:** 4.5/5.0 stars **Reviewed by:** Seneca A. | Support Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 11, 2018 **What do you like best about ConnectWise PSA?** 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 about ConnectWise PSA?** 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 ConnectWise PSA:** 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 is ConnectWise PSA solving and how is that benefiting you?** 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. ### 35. I enjoy using connectwise manage at work **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2019 **What do you like best about ConnectWise PSA?** The program is easy to use. Navigation is simple and clean. **What do you dislike about ConnectWise PSA?** The system is massive and there are glitches however support is always helpful. **What problems is ConnectWise PSA solving and how is that benefiting you?** The largest benefit for its company is having all departments in the same system. ### 36. ConnectWise at a mid-size company **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Performing Arts | Small-Business (50 or fewer emp.) **Reviewed Date:** April 11, 2017 **What do you like best about ConnectWise PSA?** 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 about ConnectWise PSA?** 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 ConnectWise PSA:** 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 problems is ConnectWise PSA solving and how is that benefiting you?** 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. **Official Response from Lesley Meunier:** > We're sorry to hear that you are having difficulty transitioning to ConnectWise. Can you email us at SocialMedia@ConnectWise.com? We'd like to put you in touch with a department that can assist you with your transition. ### 37. Nice ticketing system **Rating:** 4.5/5.0 stars **Reviewed by:** James B. | IT Technician, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 11, 2018 **What do you like best about ConnectWise PSA?** 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 about ConnectWise PSA?** 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 ConnectWise PSA:** It's very comprehensive. It's the best ticket management system I've used next to Autotask. **What problems is ConnectWise PSA solving and how is that benefiting you?** 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. ### 38. Great tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2018 **What do you like best about ConnectWise PSA?** Being able to quickly and easily track all work is wonderful. I can assign a ticket to a group, change the status, and do any other number of tasks without much training. **What do you dislike about ConnectWise PSA?** I only use the software and don't administer it but when I need to have something done it seems like a cumbersome process such as to get an automated email sent to the user when a ticket is closed. **What problems is ConnectWise PSA solving and how is that benefiting you?** I use ConnectWise Manage to track all service desk request. The main benefit I have realized is that I can quickly report on the number/type of needs of my staff. ### 39. Great product **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2019 **What do you like best about ConnectWise PSA?** ConnectWise is constantly being raved about in our office **What do you dislike about ConnectWise PSA?** Nothing, this is or of the best softwares we’ve tried **What problems is ConnectWise PSA solving and how is that benefiting you?** Customer Service outreach ### 40. Very well designed Remote Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Chemicals | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2018 **What do you like best about ConnectWise PSA?** The ability to see thumbnails or the remote PC, the ability to hold on to credentials securely of a remote pc on a current session. Then there are more, this is one brilliantly designed software, **What do you dislike about ConnectWise PSA?** This has gazillion options and its hard to find it when you need it. At least when you are new to it. I also wish it had a place to turn off certain features that I would never use. **What problems is ConnectWise PSA solving and how is that benefiting you?** Remote Support. Virtual Meetings. Saves time and provides fast service. ### 41. Excellent For Businesses **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2018 **What do you like best about ConnectWise PSA?** Connectwise basically helps people get connected to each other, ensuring that every person is at the same page. **What do you dislike about ConnectWise PSA?** After the trial, it charges money, while there are many free softwares alike connectwise, that also keep people connnected. **Recommendations to others considering ConnectWise PSA:** Great place to get connected with other clients, but if you're looking for cheaper options, you can get much more on internet. **What problems is ConnectWise PSA solving and how is that benefiting you?** Business problems such as bringing people together and connected is something that was solved after using connectwise. Benifits of being connected were something a realized. ### 42. A decent ticket management system **Rating:** 3.5/5.0 stars **Reviewed by:** Ashia A. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2018 **What do you like best about ConnectWise PSA?** I really enjoyed the customization, features and tabs. You can also connect certain features to other links. I connect it to a calendar app to stay on track with my projects. **What do you dislike about ConnectWise PSA?** Getting use to the User Interface is overall a bit tricky. You are going to have to set and hour or two aside just to get the hang of it. **Recommendations to others considering ConnectWise PSA:** This recommendation is actually for ConnectWise, Make the user Interface a bit more user friendly. **What problems is ConnectWise PSA solving and how is that benefiting you?** When working for the Bridal Store, It was used for CRM purposes. I was easy to connect with my customers and pull up orders or invoices with ease. ### 43. Good tool for client relationship management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2018 **What do you like best about ConnectWise PSA?** It provide good modules for the client relation , project management. Used to create tickets for the client and resolve them. **What do you dislike about ConnectWise PSA?** The Graphic user interface of the software is not that great. Something it becomes quite confusing. **What problems is ConnectWise PSA solving and how is that benefiting you?** I used this tool to create customer tickets to handle there issues. And provide a separate tool to create task to the project management. ### 44. Easy and Proficient **Rating:** 4.5/5.0 stars **Reviewed by:** Steven W. | Desktop Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2018 **What do you like best about ConnectWise PSA?** The simplicity of adding machines and running scripts. **What do you dislike about ConnectWise PSA?** The customer support was not great at first but did get better. **What problems is ConnectWise PSA solving and how is that benefiting you?** The time saving ability to install updates and get real time performance information. ### 45. Great to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Sandey S. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 04, 2018 **What do you like best about ConnectWise PSA?** The Customer Service is excellent. They are very pleasant and responsive. **What do you dislike about ConnectWise PSA?** I have not found anything that I have disliked so far. **What problems is ConnectWise PSA solving and how is that benefiting you?** Accurate Customer Survey feed back. They integrate great with ConnectWise and it has helped our clients click on one button and we get feedback in real time. ### 46. ConnectWise Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2018 **What do you like best about ConnectWise PSA?** The dashboard is very easy to see a high level overview of what the system is. Tickets are generated automatically for preconfigured alerts, and tickets will also self-heal when the problem goes away. **What do you dislike about ConnectWise PSA?** I wish loading the dashboard was a little faster. Also, I wish there was a little better support for Linux. **Recommendations to others considering ConnectWise PSA:** If you are looking for a product for ease of use and super easy remote access, this is definitely worth a consideration. **What problems is ConnectWise PSA solving and how is that benefiting you?** We have realized that ConnectWise is a great product for remote support access as well as keeping tickets organized for our clients. ### 47. Good product to use **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2019 **What do you like best about ConnectWise PSA?** Ease of use. Even non technical people can understand. **What do you dislike about ConnectWise PSA?** Performance at times. Especially when the load increases. **What problems is ConnectWise PSA solving and how is that benefiting you?** Communication. ### 48. Good all round system **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2018 **What do you like best about ConnectWise PSA?** IT connects with other products such as connectwise Control (formerly known as labtech) Great APi and works with multiple apps (mfa/ITGlue/Auvik/Authanvil etc) Comes with built in pricing/quoting tool that can check your suppliers inventory **What do you dislike about ConnectWise PSA?** Knowledge base online is out of date Support tend to point you to KB's rather than remoting in and walking you through resolving the issue (understandable, not preferable) **Recommendations to others considering ConnectWise PSA:** get it **What problems is ConnectWise PSA solving and how is that benefiting you?** Automation of manual task such as alerting Organised place for tickets/service requests Store of KB articles ### 49. Average - Similar to their other competitors **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2018 **What do you like best about ConnectWise PSA?** For a user who has not used ConnectWise, Ease of use and it's simplicity is great. Installation of desktop client is a lot less cumbersome vs. their competitors. **What do you dislike about ConnectWise PSA?** Lack of customizations and restricting some of the security roles for members. Example : some features only have "all or none' in security access rights. So it's either I give full access or no access to a particular module or submodule within ConnectWise. **What problems is ConnectWise PSA solving and how is that benefiting you?** Integration between CRM and ConnectWise for our Professional Services team. ### 50. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Lyle T. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 04, 2018 **What do you like best about ConnectWise PSA?** The survey is easy to automatically send out to customers. Customers simply have to click on one of 3 icons. Quick and easy for them. **What do you dislike about ConnectWise PSA?** Because we use ConnectSmart Dashboard we don't rely on the internal reporting. **What problems is ConnectWise PSA solving and how is that benefiting you?** We want to know how our customers view our service. ## ConnectWise PSA Discussions - [What applications does this tie to in order to maximimize use of other programs?](https://www.g2.com/discussions/what-applications-does-this-tie-to-in-order-to-maximimize-use-of-other-programs) - 1 comment, 1 upvote - [What is BrightGuage used for?](https://www.g2.com/discussions/what-is-brightguage-used-for) - 1 comment - [View ConnectWise PSA pricing details and edition comparison](https://www.g2.com/products/connectwise-psa/reviews?page=7&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+03%3A20%3A29+-0500&secure%5Bsession_id%5D=dff650cf-3c71-4f3c-8fde-fa491f4b92d5&secure%5Btoken%5D=48d4c1c7ed6509cc0f92e7b19b8dae99384b75084a5ba593b4eea56ab9ea4a58&format=llm_user) ## ConnectWise PSA Integrations - [3CX](https://www.g2.com/products/3cx/reviews) - [ConnectWise Automate](https://www.g2.com/products/connectwise-automate/reviews) - [ConnectWise CPQ](https://www.g2.com/products/connectwise-cpq/reviews) - [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) - [IT Glue](https://www.g2.com/products/it-glue/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [N-able N-central](https://www.g2.com/products/n-able-n-central/reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - [QuickBooks Desktop Enterprise](https://www.g2.com/products/quickbooks-desktop-enterprise/reviews) - [QuickBooks Desktop Pro](https://www.g2.com/products/quickbooks-desktop-pro/reviews) - [QuickBooks Online](https://www.g2.com/products/quickbooks-online/reviews) - [QuickBooks Online Advanced](https://www.g2.com/products/quickbooks-online-advanced/reviews) - [SmileBack](https://www.g2.com/products/smileback/reviews) - [TimeZest](https://www.g2.com/products/timezest/reviews) - [Veeam Data Platform](https://www.g2.com/products/veeam-data-platform/reviews) ## ConnectWise PSA Features **Sales Force Automation** - Contact & Account Management - Partner Relationship Mgmt. (PRM) - Opportunity & Pipeline Mgmt. - Task / Activity Management - Territory & Quota Management - Desktop Integration - Product & Price List Management - Quote & Order Management - Customer Contract Management **Email Marketing** - Building and Personalizing Emails - Sending Outbound Emails - Manage Email Deliverability - Automated Email Responses **Reports** - Reports Interface - Steps to Answer - Graphs and Charts - Score Cards - Dashboards **Marketing Automation** - Email Marketing - Campaign Management - Lead Management - Marketing ROI Analytics **Online Marketing** - Landing Pages and Forms - Dynamic Content - A/B Testing - Mobile Optimized - Search Tracking and Optimization **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Customer Management** - Customer Profiles - Sales - Marketing - Client Portal **Reports** - Reports Interface - Share Reports - Steps to Answer **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Support** - Case Management - Customer Support Portal - Knowledge Base - Call Center Features - Support Analytics **Lead Management** - Marketing Lead Database - Data Quality Management - Segmentation - Lead Scoring and Grading - Lead Nurturing - Online Behavior Tracking - Automated Alerts and Tasks - CRM Lead Integration **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Project Management** - Project Planning - Project Tracking - Resource Definition - Resource Management **Visualization** - Graphs and Charts - Score Cards - Dashboards - Formats **Generative AI** - AI Text Generation - AI Text Summarization **Reporting & Analytics** - Reporting - Dashboards - Forecasting **Campaign Management** - Program Management - Event / Webinar Marketing - Calendaring - Budgeting **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Reporting** - Dashboards - Time Tracking - Surveys **Accounting** - Revenue Recognition - Invoice Management - Payments - Project Accounting - Budget Tracking **Data Updates** - Historical Snapshots - Real-Time Updating **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Mobile & Social** - Mobile User Support **Social** - Social Listening - Social Sharing - Social Campaigns - Social Media Engagement - Social Media Advertising **System Management** - Security - System Monitoring **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Portfolio Management** - Portfolio Definition - Portfolio Performance - Risk - Portfolio Mix **Collaboration** - Sharing - Co-Editing - Devices **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Customization - Workflow Capability - User, Role, and Access Management - Internationalization - Sandbox / Test Environments - Document & Content Mgmt. - Performance and Reliability - Output Document Generation **Reporting & Analytics** - Basic Reporting - Web Analytics - ROI Analytics - Revenue Analytics - SEO / Keyword Analytics **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Self Service ** - Calculated Fields - Data Column Filtering - Data Discovery - Search - Collaboration / Workflow - Automodeling **Analytics** - Forecasting - Reporting - KPIs **Integration** - Data Import & Export Tools - Integration APIs - Breadth of Partner Applications **Platform** - Customization - Workflow Capability - User, Role, and Access Management - Internationalization - Sandbox / Test Environments - Performance and Reliability - Output Document Generation **Advanced Analytics** - Predictive Analytics - Data Visualization - Big Data Services **Administration** - Standard Integrations - Workflow - Access Management **Platform** - APIs - Internationalization - Performance and Reliability - Mobile - Offline Access **Generative AI** - AI Text Generation **Agentic AI - Marketing Automation** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Proactive Assistance - Decision Making **Generative AI** - AI Text Generation - AI Text Summarization **Artificial Intelligence - Professional Services Automation** - Predictive Forecasting - Smart task suggestions - Automated workflows **Agentic AI - CRM** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Professional Services Automation** - Adaptive Learning - Proactive Assistance **Integration** - Data Import & Export Tools - Integration APIs - Breadth of Partner Applications **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Building Reports** - Data Transformation - Data Modeling - WYSIWYG Report Design - Integration APIs **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Internationalization - Sandbox / Test Environments - Performance and Reliability - Breadth of Partner Applications **Data Updates** - Historical Snapshots - Real-Time Updating - Email Reports ## Top ConnectWise PSA Alternatives - [Autotask](https://www.g2.com/products/autotask/reviews) - 4.3/5.0 (606 reviews) - [Accelo](https://www.g2.com/products/accelo/reviews) - 4.3/5.0 (661 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (242 reviews)