--- 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. Excellent ticketing service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2021 **What do you like best about ConnectWise PSA?** Connect wise manage does a great job of allowing technicians to view edit note Tomp stay up any of the ongoing tickets are projects **What do you dislike about ConnectWise PSA?** Connect wise manage does Not have many features I dislike I wish the mobile version was a lot better to be able to upload notes to tickets while in between jobsites **What problems is ConnectWise PSA solving and how is that benefiting you?** Connect wise is allowing us as an organization to keep track from a high-level to granular level of all of our tickets projects time notes contacts ### 2. Used to be a product we liked, Now its a product we dread **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2021 **What do you like best about ConnectWise PSA?** We like the features of ConnectWise and the integration's with other software package we use daily. **What do you dislike about ConnectWise PSA?** I don't know where to start, but here we go. The customer service/support of ConnectWise has gone straight to the crapper since ConnectWise was sold, in the days of the older ownership, support was great, the product actually worked correctly. Now it takes a act of congress to get anything to happen and it takes a week or two to get anything resolved. We had issues where the ConnectWise mail filters have blocked our internal email and external for clients, to technicians not being able to submit time all because of changes these mental midget make to the systems and then they blame you for the mistakes they make. I've spent hours on the chat re inventing the wheel on our end, just to find out that the issues was inside their data base. We have technician in the field, ConnectWise does an update and none of our mobile apps work any longer, their solution just uninstall and re installed the app, it will fix it. Well, number one these are field technicians they don't typically have the time to do this during the field appointments. Number two, when they did this it didn't fix the issue and now we wait for the non existent support from ConnectWise. I could go on and on about the issues we have and have had with ConnectWise. **What problems is ConnectWise PSA solving and how is that benefiting you?** Right now we are not solving any issues with ConnectWise that we couldn't get from another product, this is why we have already moved our RMM away from ConnectWise. But now it looks like we are going to have to move our PSA product as well. ### 3. It has been considerably the software of choice. **Rating:** 5.0/5.0 stars **Reviewed by:** Roberto S. | Full Stack Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 16, 2021 **What do you like best about ConnectWise PSA?** I really like playing cheese because it helps me to have full control of the process of performing my job tasks. It adapts very well to any operating system and integrates with marketing sales program in a feasible way. The price is extremely affordable for users or small businesses. **What do you dislike about ConnectWise PSA?** The support is something that the programmers of this software should work on, because sometimes it has errors that do not redirect me to the contact area. **Recommendations to others considering ConnectWise PSA:** You will really like ConnectWise Manage because you will be able to adjust it to the exclusive guidelines of your daily activities, it has a list of tasks and internal functions that you will be able to visualize in a simple way and with a highly competitive degree of efficiency. **What problems is ConnectWise PSA solving and how is that benefiting you?** We have completed many projects at a totally adequate and decentralized pace of the activities that must be carried out constantly. Therefore, he considered that the program has benefited departments with high work flow because it softens a little bit the responsibility of the activities and advanced projects. ### 4. Good for smaller businesses **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 12, 2021 **What do you like best about ConnectWise PSA?** able to manage contacts and have them be fillable to tickets and manage who is attached, supervisor, manager, vip, consultant who most interacts **What do you dislike about ConnectWise PSA?** the lack of integration into other products is frustrating, this often leads to having to do double work, create ticket in manage, but it doesnt correlate a system on automate **Recommendations to others considering ConnectWise PSA:** if you use manage, go the full connectwise suite, it will make things much easier **What problems is ConnectWise PSA solving and how is that benefiting you?** keep track of client comms and ticket management. The best thing that came out of using it was we were able to cusotmize out phone system to refernce specific DID phone numbers and a connect contact form would popup giving us info as we talked ### 5. Great ticketing system **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about ConnectWise PSA?** Management easibility, flexibility customizability **What do you dislike about ConnectWise PSA?** Update path, the connectwise suite often times feels like the redheaded step-child. Often times connectwise will venture out to aquire other similar companies as opposed to updating or improving their own software. **What problems is ConnectWise PSA solving and how is that benefiting you?** Time tracking, ticket management ### 6. CW Manage **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2021 **What do you like best about ConnectWise PSA?** It's the best product of it's kind, hands down. **What do you dislike about ConnectWise PSA?** Their support is among the worst available in any product/service. **What problems is ConnectWise PSA solving and how is that benefiting you?** We use Manage to run our day-to-day operations and manage our clients, tickets, etc. ### 7. Everything - Including the Kitchen Sink **Rating:** 5.0/5.0 stars **Reviewed by:** Zachary C. | Tier 3 Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2021 **What do you like best about ConnectWise PSA?** Single pane of glass for all your IT management/billing/gant/sales needs **What do you dislike about ConnectWise PSA?** There are vast differences between the web and client versions **What problems is ConnectWise PSA solving and how is that benefiting you?** We use CW Manage as our IT management solution and ticketing system, it allows for great reporting and has a good ticketing system ### 8. Project management with the ease you need. **Rating:** 4.5/5.0 stars **Reviewed by:** Christopher B. | Senior Frontend Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2021 **What do you like best about ConnectWise PSA?** Project management helps me to visualize a better solution in every situation and task action. I can separate tasks and track sales thanks to its functions. The interface is very good, there are a lot of functionalities that are well distributed. It integrates with many platforms. **What do you dislike about ConnectWise PSA?** ConnectWise Manage is expensive and has a learning curve that is high, if they improve these two weaknesses I can save time and money. **Recommendations to others considering ConnectWise PSA:** The recommendation is undoubtedly positive. We have a good task management software and it has been a resounding success. It is ideal for companies with a lot of tasks, you can enter them into the system and track them whenever you want. **What problems is ConnectWise PSA solving and how is that benefiting you?** Honestly it has been very feasible for the organization, technical support and structure of activities that allow the work to flow at the potential level. We integrated it with our main software and the benefit has been potential. ### 9. When it comes to an ALL-IN-ONE tool, it's ConnectWise Manage. **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle O. | IT Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2021 **What do you like best about ConnectWise PSA?** ConnectWise Manage is an all-in-one tool that has enough features and integrates with other tools to get involved in almost every task that goes on in our business, especially when it comes to customer support, support ticket management and sales cycles. It is easy to learn to use and has an excellent and active support community. **What do you dislike about ConnectWise PSA?** The user interface is one of the things that needs the most work, it is very outdated and has fallen behind when compared to other competing tools, however its proper functioning is what makes it stand out from those other tools. **Recommendations to others considering ConnectWise PSA:** It is a very complete tool like very few in the market, it has enough functionalities and capacity to integrate with many tools to be able to manage everything regarding your business, it is worth trying it. **What problems is ConnectWise PSA solving and how is that benefiting you?** Since we've had ConnectWise, we have eyes everywhere in our business because of its ease of use and ability to synchronize with other tools. It has helped us improve the way we manage our business, especially when it comes to support and customer service. ### 10. OK product but could be much better **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2021 **What do you like best about ConnectWise PSA?** Connectwise is just OK at what it does. I think the scope of services it tries to accommodate is too varied as it does not shine in any one particular use. **What do you dislike about ConnectWise PSA?** The Chat feature is utterly useless. We have spent countless hours trying to get it to work consistently, but tech support has been dismissive of the problems reported. **What problems is ConnectWise PSA solving and how is that benefiting you?** Some of the reporting features are very useful. We have implemented many custom reports for management to view ticket and user stats. ### 11. My tasks are managed in an amazing way. **Rating:** 5.0/5.0 stars **Reviewed by:** Lukasz A. | Head of New Products, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2021 **What do you like best about ConnectWise PSA?** It is extremely efficient and of high quality, it has a highly efficient deployment that helps to unwind the work in a very adequate and successful way. The support is very efficient, they respond quickly and the attention is positive. All projects are managed in an articulated way and with a planned strategy. **What do you dislike about ConnectWise PSA?** I don't like that it is a bit expensive considering that there are software with lower prices. **Recommendations to others considering ConnectWise PSA:** It is important and even very necessary to have an organization and control of the entire department in terms of tasks and projects. You will have at hand a highly functional tool committed to the workflow. **What problems is ConnectWise PSA solving and how is that benefiting you?** Basically it has been very functional, it has brought to the organization a lot of efficiency, it gives us a way of how to flow the work positively. It has many advantages, we have been able to create very well thought out strategies based on the tasks that are constantly being performed. It has simply been built under the dynamics of our work rhythm. ### 12. Automating processes to speed response times and streamline workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Nicholas N. | Senior Web Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 02, 2021 **What do you like best about ConnectWise PSA?** We chose ConnectWise Manage to seamlessly handle all of our information and manage processes in the most important areas of our organization, centralizing everything in one robust and useful platform. I can search for and get all the information I need without any hassle. ConnectWise Manage integrates well with other tools to take better advantage of its functionalities. **What do you dislike about ConnectWise PSA?** Its user interface is a bit complicated and it has taken us a bit of time to get familiar with it. **Recommendations to others considering ConnectWise PSA:** I recommend it, as I also recommend doing a study of what your organization or company needs and compare it with what this tool can offer, it is useful for almost every type of management, from finance to customer service. **What problems is ConnectWise PSA solving and how is that benefiting you?** We have been able to experience a lighter workflow, a more efficient handling of the various tasks thanks to the automations in the multiple processes that take place in our organization and an improved flow of information thanks to ConnectWise Manage, it has become our day to day tool and the driving force behind our growth. I recommend it, as I also recommend doing a study of what your organization or company needs and compare it with what this tool can offer, it is useful for almost every type of management, from finance to customer service. ### 13. Simple and advanced projects managed at the same level of professionalism. **Rating:** 4.5/5.0 stars **Reviewed by:** Ana B. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2020 **What do you like best about ConnectWise PSA?** I really like that the software is able and highly efficient to flow the rhythm of activities at a solid level. Any project is managed with the necessary interest, usually used to counteract the overwhelming workflow that is often experienced. It helps me know how long tasks are being performed and which users are doing an optimal job. **What do you dislike about ConnectWise PSA?** The price is extremely high, to acquire ConnectWise Manage you must invest a high amount of money, however its tools are very fruitful. **Recommendations to others considering ConnectWise PSA:** Highly recommended software, gives a great example of how to do a formidable job with precise structures and high quality of project management. You will be glad you bought the service despite its high price. **What problems is ConnectWise PSA solving and how is that benefiting you?** We are using the program to make a unique and easy management of projects without depending on several people. The software has made a remarkable difference in the distribution of tasks and every day it is much easier to manage our jobs. Really the most important thing is that it has given many benefits. ### 14. Best system for ticket management **Rating:** 5.0/5.0 stars **Reviewed by:** Jesus F. | TSC Technician, Small-Business (50 or fewer emp.) **Reviewed Date:** January 28, 2021 **What do you like best about ConnectWise PSA?** The ease of visibility and search for tickets in the system and the amount of possibilities of connecting with other apps for ticket integration. **What do you dislike about ConnectWise PSA?** So far, I haven't found anything that would merit dislike in the program itself. **Recommendations to others considering ConnectWise PSA:** If you're looking for a solution to your tickets, this tool can provide you with a bunch of features and accessibility like client-based searches and remote control features directly from the platform, without the need of separate systems for remote control and ticket creation. **What problems is ConnectWise PSA solving and how is that benefiting you?** Ticket management and organization based on client and agreements. Also remote connection with the client with the integrated Remote Control feature, all in one platform. ### 15. ConnectWise Manage Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2021 **What do you like best about ConnectWise PSA?** It easily helps track time and billing for our support team **What do you dislike about ConnectWise PSA?** The user interface needs to be updated. It feels like it was built a while ago and never updated. **Recommendations to others considering ConnectWise PSA:** Ensure the setup is done correctly at the beginning in order to reduce long term maintenance costs. **What problems is ConnectWise PSA solving and how is that benefiting you?** Solving the issue of having many folks working on tickets and cases and tracking time spent accurately to see how much time each client is taking from us for managed service. Have realized better metrics by doing so. ### 16. Terrible customer service, crm system fails to deliver. **Rating:** 0.0/5.0 stars **Reviewed by:** Veronica Q. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2020 **What do you like best about ConnectWise PSA?** The ability to see additional jobs created under a project **What do you dislike about ConnectWise PSA?** We are a home automation and low voltage company with multiple builders who have fixed spec projects and each individual contract calls for special pricing and special discounts. This system makes it terribly difficult to list the location where a product is to be installed. Other crm systems have the ability to annotate where items are to be installed for example DTools, or Service Fusion. CM progressive billing is not true profess I’ve invoicing. It doesn’t function as progressive invoicing. New construction is impossible to track properly but the sales representative assured us this crm system would deliver on all our needs. All our questions during consultation were answered favorably and then after signing our agreement we found out the system was not able to function the way we were told it would. So there was no real transparency there. The representatives are just interested on sealing the deal with a term agreement for a crm that doesn’t work as described. They will however promise that there’s upcoming “enhancements” that would potentially fix the issues. **What problems is ConnectWise PSA solving and how is that benefiting you?** It’s created more problems instead of solving on multiple levels accounting and project tracking. We needed to add work around for the system to be usable. The end result is we needed to replace ConnectWise manage with a solution that would help streamline work orders and client notes for our business. I happened to learn that another company Sunbelt had similar horrid issues.... yet the company ConnectWise will not care about actually meeting expectations. ### 17. Great ticketing system, efficient task management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2021 **What do you like best about ConnectWise PSA?** Great ticketing system, efficient task management tool, great customer support **What do you dislike about ConnectWise PSA?** Buggy at times, Hard to customize the application **What problems is ConnectWise PSA solving and how is that benefiting you?** Ticketing system ### 18. Single pane of glass for my operations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2021 **What do you like best about ConnectWise PSA?** Helps with organization while reducing things from falling through the cracks. It also assigns accountability and ownership to my team members. **What do you dislike about ConnectWise PSA?** I was not directly involved, but I heard it was not easy to set up. **What problems is ConnectWise PSA solving and how is that benefiting you?** I needed a way to keep track of customer tickets and requests. Needed a way to assign and schedule tasks to the team. This checked those boxes. ### 19. It's everything I want **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer K. | MITS Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 29, 2020 **What do you like best about ConnectWise PSA?** Bit-Wizards has been using the SmileBack service for a short while. At the time of this review, we have been utilizing the tools for about two months. Our Managed IT Services (MITS) line of business uses AutoTask for ticketing, projects, and billing, and originally we wanted to use the AutoTask thermometer tool as a CSAT tool. It made sense at the time because we were already paying for it, so why not? We learned very quickly that this tool does not work the way I specifically wanted it to work. What I needed was CSAT tool that would show the rating icons in an email when a domain has not been added as a safe sender, I needed the ability to update a review if it was filled out in error, and I needed the ability to pull metrics and seamlessly build reports. AutoTask has not been able to accomplish any of those things. However, SmileBack has. I discovered SmileBack and pushed for a demo and I am happy I did. I am not utilizing everything there is to offer, but I am getting there. I plan to integrate SmileBack with our BrightGauge and I am very satisfied with how easy the tool is to use and the user-friendly management portal. Customer service has been exceptional (Rory was my "sales rep") and I love that SmileBack is continuously pushing out new features and training opportunities. My job revolves around operations and client satisfaction and SmileBack is making my job (which is super stressful, thankyouverymuch) easier. Seriously, I'm a tough critic. I am very happy. Keep up the great work! **What do you dislike about ConnectWise PSA?** Would love to see more reporting options. **Recommendations to others considering ConnectWise PSA:** I would love to see customizable feedback icons (really, the only thing we liked from Customer Thermometer) and customizable widgets and more detailed reporting options. I like the current KPI's and I don't know exactly what I would want to see more of, but I know I like reporting and data/statistics are helpful. **What problems is ConnectWise PSA solving and how is that benefiting you?** The first problem was not knowing how our clients feel about us. I know what our primary points of contact think, but I did not know what the individual end-user thought after we were finished taking care of their IT issues. I wanted a seamless way to gather feedback without asking our clients to put forth much effort. We get a ton of feedback, our clients are clicking and leaving feedback and it's accomplishing what I originally wanted. Now, moving forward I would like to figure out how to use this information to help my team and provide an even better service to our clients. ### 20. There are better software options out there **Rating:** 2.5/5.0 stars **Reviewed by:** Jasper C. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 21, 2021 **What do you like best about ConnectWise PSA?** The program does have the ability to store a large amount of data, and to sync with other calendars. **What do you dislike about ConnectWise PSA?** The program is so outdated looking. Dysfunctional and cluttered. No way to update notes in real time on a task without creating a new entry every time. I could go on. **Recommendations to others considering ConnectWise PSA:** Try to shop around and see what similar programs will do what you need. If you decide on ConnectWize, I recommend to make use of the webinars and video lectures/tutorials they have available for the whole team to become efficient with the program. **What problems is ConnectWise PSA solving and how is that benefiting you?** We use ConnectWise Manage to keep track of both current and upcoming tasks and their assigned engineers. The benefits are that we can use it with Quozal, and it is easy to sync with Google or Microsoft calendars. ### 21. Makes Ticket Management Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Briann H. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2020 **What do you like best about ConnectWise PSA?** What I like best about ConnectWise manage is that it allows my team to have the needed info right at their finger tips. Also, since ConnectWise is purchasing so many other services, it makes integration very easy. When using ConnectWise Manage and Control, you can easily go from reading a tickets notes to connecting remotely to the machine in a few clicks. **What do you dislike about ConnectWise PSA?** There are a few things that I dislike about ConnectWise Manage; first, it's pretty pricey when compared to other services, although ConnectWise manage is definitely more feature rich we may not use all of the services available. Also, every once and a while, the service will go down (since we're in the cloud) and cause weird issues like pages not loading or white screens; I will say that support is pretty top notch and most issues are resolved very quickly. Overall I'd say it's a great value. **Recommendations to others considering ConnectWise PSA:** I recommend taking the time to make sure Connectwise manage is configured CORRECTLY from the very beginning. We started using the software without really setting up and about a year after started running into major problems. Support was able to help get us working again but only after basically redoing all of the setup. When we asked what happened, our office manager at the time basically denied supports on-boarding assistance, so the error was definitely on our end. **What problems is ConnectWise PSA solving and how is that benefiting you?** We use it for Ticket and time management; we also configure our clients info into ConnectWise Manage so they can access the built in customer portal which allows them to create and monitor their own tickets. It's basically an MSP's dream software with CRM built in! ### 22. Great product for service teams **Rating:** 5.0/5.0 stars **Reviewed by:** Traci L. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2021 **What do you like best about ConnectWise PSA?** I like the ticketing system and time entry. The forecasting for our sales team has helped keep people organized. **What do you dislike about ConnectWise PSA?** I would like to see a better section for notes when communicating between sales and service. **What problems is ConnectWise PSA solving and how is that benefiting you?** Ticketing and time entry. Easy integration with Accounting. ### 23. Frustrated with CW's marketing tool options **Rating:** 2.5/5.0 stars **Reviewed by:** Melissa S. | Marketing Director, Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2021 **What do you like best about ConnectWise PSA?** I do not know enough about it to comment. Other than I am in a marketing role and ConnectWise does not offer the tools necessary to be our preferred choice for a marketing crm. I think in terms of the IT business where I work, it seems to be a logical fit. **What do you dislike about ConnectWise PSA?** Does not have the most progressive tools for being our marketing and communications platform. User experience is woefully lacking. **What problems is ConnectWise PSA solving and how is that benefiting you?** It helps our associates provide the best service possible to our clients with ticketing, invoicing and tracking projects. ### 24. Worst Customer Support / Outdated interface **Rating:** 0.0/5.0 stars **Reviewed by:** Brian T. | CEO / Founding Partner, Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2020 **What do you like best about ConnectWise PSA?** It contains a ton of features, but the user interface is terrible and cumbersome. **What do you dislike about ConnectWise PSA?** The customer service is the worst. After years of using their service, we went back to a fast / streamlined helpdesk solution. The interface is old and not intuitive, the system is extremely slow. They try to do too much in one system and don't do anything well. Now we have been trying to cancel our account for months and they do not respond, but keep sending us invoices. **Recommendations to others considering ConnectWise PSA:** Be careful before signing up, they trap you into auto renewing contracts that are hidden in their terms and conditions (not explicitly shown in the contract). The customer support is not good and they do not seem to have their customers best interest in mind. **What problems is ConnectWise PSA solving and how is that benefiting you?** We used it for our helpdesk and customer data ### 25. Connect-Wise makes all my expense reporting super fast. *TIME IS MONEY* **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2020 **What do you like best about ConnectWise PSA?** Easy super-fast interface makes not spending too much time an easy thing on connect-wise. The segments are properly configured to make all data entry supper quick. All the right segments/cash spends / fuel and carr expenses everything I need right where it should be. I love simple smart software. **What do you dislike about ConnectWise PSA?** Login needs to be a little less cumbersome so you keep moving fast. Also changing your password needs to be cleaned up because that can involve the company admin and that's a pain because they are busy with a dozen other more important tasks. **Recommendations to others considering ConnectWise PSA:** Take the trial and see for yourself how enterprise expense management is done RIGHT. Talk to your controller and tell them you want to help simplify expense management for the company to help save money, time, and effort and be more productive. **What problems is ConnectWise PSA solving and how is that benefiting you?** Manages all my expense accounts, all my records are exportable to excel spreadsheet. Daily and Weekly reports are a breeze. It lets me get back to the important things I need to do in minutes flat. All my expense segments are laid out the way they should be. Reports are needed and made simple by downloading to excel spreadsheets for reports. ### 26. ConnectWise Manage Software - Helpful **Rating:** 4.5/5.0 stars **Reviewed by:** effie H. | Sales Engineer, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2020 **What do you like best about ConnectWise PSA?** My favorite two features of connectwise are being able to put my mileage in for travel and then it automatically calculating the mileage expenses, saving me time filling them out manually. I also love that clients are able to have access to their tickets generated and able to make updates and send information to us. **What do you dislike about ConnectWise PSA?** It's not a terrible thing, but I feel like it should somehow be more centralized. The features are very rich and in-depth, as the software can do so much. It would be a little more user friendly for me, if it was less dispersed. If that makes sense. **What problems is ConnectWise PSA solving and how is that benefiting you?** Problems that are solved, were prior to me joining my team and using connectwise, but I would say that it would be that we have a software now that is able to allow our team to see the progress of each ticket, installation or project we are working on either on teams or as individuals. ### 27. Use it every day for work! **Rating:** 5.0/5.0 stars **Reviewed by:** Alojz C. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 14, 2020 **What do you like best about ConnectWise PSA?** It is really robust. The sky is the limit with this one. Depending on how much time you put in it is what you will get out of it. Very process orientated. You basically have an idea of how your workflow will be and connectwise can make it. As a systems administrator, I put all my time in there, all my notes, and it is great to refer back to what I was doing. We have synced all our alerts so every morning I check the alerts board to know what is happened. It is a great platform to have everything centralized in one space. I have used Autotask which is its competitor. To be fair I did not get as in depth in autotask as I have in connectwise, but connectwise seems so much more robust. **What do you dislike about ConnectWise PSA?** It can be a bit clunky but it seems that is just the nature of these kinds of systems. **What problems is ConnectWise PSA solving and how is that benefiting you?** It has really made managing myself and our clients so much easier! I really find it to be a saving grace in regards to my organization. ### 28. Powerful, Customizable Tool to Manage All Sides Your Business **Rating:** 5.0/5.0 stars **Reviewed by:** Eric M. | Managed Services Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2020 **What do you like best about ConnectWise PSA?** It's hard to summarize what I like best about ConnectWise. The ease of searching within it is probably the most valuable for me. One my responsibilities is QA and, with little information, you can find what you are looking for with ease. The integration of ConnectWise with other products a huge benefit too. **What do you dislike about ConnectWise PSA?** There is fair amount of maintenance with it to keep it updated. The options for customization are so vast that it can be hard to know all the options available. You almost have to approach it from the assumption that it CAN do the thing you want. You just have to figure out how to do it. **Recommendations to others considering ConnectWise PSA:** It is a large task to move the ConnectWise platform and maintain it, but the benefits far outweigh the drawbacks. **What problems is ConnectWise PSA solving and how is that benefiting you?** I was not with my company when they adopted ConnectWise, but I can't imagine how we managed our ticket flow before. With the vast amount of clients we have, and the multiple departments we have, ConnectWise allows us to easily navigate through both with ease. ### 29. Great product for tracking productivity **Rating:** 4.5/5.0 stars **Reviewed by:** Rohan D. | Senior Vice President, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2020 **What do you like best about ConnectWise PSA?** The ticketing system has helped manage deadlines and increase productivity across all departments. Nothing slips through the cracks. **What do you dislike about ConnectWise PSA?** Sometimes, when a dashboard is full, it can seem overwhelming to tackle all the tickets. **Recommendations to others considering ConnectWise PSA:** We used a 3rd party of r implementation and they helped us at each step of the way. **What problems is ConnectWise PSA solving and how is that benefiting you?** We are able to prioritize work and assign work to specific people and departments. ### 30. Connectwise Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2020 **What do you like best about ConnectWise PSA?** It helps us track time and client information as well as tickets. **What do you dislike about ConnectWise PSA?** I dont think that this app is very user friendly and the interface seems outdated. **What problems is ConnectWise PSA solving and how is that benefiting you?** We are tracking client information and creating tickets for issues. ### 31. Powerful product but total cost of ownership is high and support can be frustrating **Rating:** 3.0/5.0 stars **Reviewed by:** Jeremy K. | 2. Cloud Computing | Cloud Managed Services | Cloud Migration Services | Data Backup Solutions, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2020 **What do you like best about ConnectWise PSA?** very powerful and complete product for a soup to nuts solution **What do you dislike about ConnectWise PSA?** Very expensive with a huge implementation cost required. Support on all levels is painful and they don't seem very interested in the customer experience. **What problems is ConnectWise PSA solving and how is that benefiting you?** We use it for ticketing, project management, invoicing, collections, and customer contact info ### 32. Mac Daddy PSA **Rating:** 4.5/5.0 stars **Reviewed by:** Jared M. | Network Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 05, 2019 **What do you like best about ConnectWise PSA?** Connectwise Manage is a very feature complete tool. Handling of different boards and especially automation given in its workflows drives the backbone of our business everyday. **What do you dislike about ConnectWise PSA?** Parent company Connectwise went on buying spree and has spent the last 5 years getting all of their products to get in-line with one another. As a result there has been very little new features added in that time as they have mostly been focusing on getting all the products talking to one another. It is probably the ugliest of all of the PSA products out there, but this has come a long way since we started using it as well - unfortunately how it looks is mostly the only changes. **Recommendations to others considering ConnectWise PSA:** ConnectWise is a big name in the space for good reason. If you are an MSP, this is a major piece of software to miss out on. The amount of companies out there collaborating with ConnectWise makes tying things in very easy and gives your employees a single place to operate out of. **What problems is ConnectWise PSA solving and how is that benefiting you?** Tracking everything and anything we do in this tool. Our business could not operate without this tool. We utilize the facts around tickets to drive forward optimizing our business and our service delivery to our clients. ### 33. CRM tool to track sales opportunities and related sales activities **Rating:** 3.0/5.0 stars **Reviewed by:** Jason F. | Director of Business Development, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2019 **What do you like best about ConnectWise PSA?** All sales opportunities, related sales activities and service tickets are tracked here along with our time cards. We know who is doing what for each opportunity based on logged activities and where time is billed. **What do you dislike about ConnectWise PSA?** There is a lot in CW that we do not use so I feel like there may be other opportunities to use to help automate and track what we do. **Recommendations to others considering ConnectWise PSA:** Only get it if you are going to use 80% of the offered functionality. It is good, but i feel like it could be wasteful if not taken full advantage of. **What problems is ConnectWise PSA solving and how is that benefiting you?** It is our CRM tool so it allows me to find and track everything thing we do with and for the client prior to and while in an engagement with them. ### 34. ConnectWise a fabulous application for business **Rating:** 4.5/5.0 stars **Reviewed by:** Kurt R. | Bachelor of Science in Business, Marketing, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2019 **What do you like best about ConnectWise PSA?** I am very useful using ConnectWise because it is designed so that companies can customize the functions to meet their needs. Being in IT, we can create multiple boards where we can block the permits only for certain departments, they can search for specific types of tickets. On the other hand, I can track the tickets with all their data, attachments and configurations. **What do you dislike about ConnectWise PSA?** Although the application is extremely versatile, the interface is a bit old and some of the menu items can be confusing. Another problem is that software stability is often a calamity, with errors that cause problems when logging in or accessing systems The reports have a lot of information and the methods to recover it are unpleasant. **Recommendations to others considering ConnectWise PSA:** It is a perfect platform to track a large volume of tickets, purchase orders and inventory. It is very popular because it has the support of the community, various focused systems and designed to integrate natively. On the other hand, it offers a wide variety of functions of the company such as finance, marketing, sales, time tracking and a service desk so the whole team can use the same central system which is great. **What problems is ConnectWise PSA solving and how is that benefiting you?** ConnectWise allows us to centrally process our clients, their assets, potential customers, service tickets and projects. Our schedules are also channeled through the application, so it is the main way in which employees can keep track of what everyone is working on. It is essential for everything we do as a company. ### 35. Manage it all **Rating:** 5.0/5.0 stars **Reviewed by:** Diana S. | Motorola Trainer Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** September 06, 2019 **What do you like best about ConnectWise PSA?** You can track all your clients information and every single job you do for them. You can do quotes, send them, add providers to compare prices, manage the calendar of the employees, assign tickets to the correct person, there is nothing you can't do with this tool. **What do you dislike about ConnectWise PSA?** inside all the greatness, there are some works around that you have to do for specific duties that could be automated. **Recommendations to others considering ConnectWise PSA:** Make sure you keep notes on each client profile, you can use the private note section, it is secure and it works as a reminder of everything you need to do about that specific client, only you and your employees will see those. **What problems is ConnectWise PSA solving and how is that benefiting you?** it is easy to do all the work for each client from beginning to end, In the same tool, I can: *Add a new client to the database *Quote the job they request and send it by email so they can virtually approve it *Check the calendar of my techs to assign the job to the correct person *Leave notes and close the ticket All that history stays in every single client profile which let me go back and track anything that I may need. ### 36. Great all round interface and system **Rating:** 5.0/5.0 stars **Reviewed by:** Lorna D. | Business Operations Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2019 **What do you like best about ConnectWise PSA?** What I like most about ConnectWise is the easy ability to navigate the system and how our employees who hardly touch it can still navigate and use it to record all the necessary information to bill our clients. We also use it for integrating with our Accounting and Sales software packages to use it for all aspects of the company. **What do you dislike about ConnectWise PSA?** Reaching out to the chat option and having to wait for a Consultant to be assigned. Sometimes it is very quick, others it can take a while and sometimes I need an answer for upper management quicker than they respond. I also dislike that the report writer support is not included with the Manage monthly and quarterly payments. If you need assistance (which you probably will because it is quite a difficult feature) you have to pay. **What problems is ConnectWise PSA solving and how is that benefiting you?** Timesheets, expense sheets, reporting. The benefits of ConnectWise are still being discovered every day, at the moment I am getting used to the reporting asking using the report writer (beware - they don't offer free support it is an additional cost) ### 37. Shocking support, poor product **Rating:** 0.5/5.0 stars **Reviewed by:** James V. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2019 **What do you like best about ConnectWise PSA?** The end of the ady when i can log out of Connectwise. The Contract part is good. **What do you dislike about ConnectWise PSA?** PRactically everything else: Slow - keeps hanging when doing tasks such as save a ticket, send and invoice, close tickets - you know really important tasks which should be almost instant. absolute zero support from CW. Been told its a programming issue with bulk tasking and it will be fixed - still waiting, much like when using ConnectWise manage - always waiting. Then there is the general support - lacking to say the least. Then the onboarding - they say we get you completely up and running. What they should have said is You'll want to be running away by the time you come to use the product. Unless you learn it all in teh onboarding process your on your own or you have to pay a huge amount more for help. They literally just churn you out and get the next lot of sheep in. Sales team lied about how it would interact and sync with Xero. Told me the same way as Quickbooks does and then showed me how Quickbooks Desktop syncs, saying just like this.... IT DOESNT you have to pay someone else to move your data from your PSA to your accounts package REALLY @ $245 extra per month. Didnt tell me that before i signed up. Cloud console which was supposed to save time by syncronising Office 365 licenses to contracts was often wrong, very clunky and then stopped working - another paid feature of Connectwise that didnt work. I could go on, but you get the picture. Its not all smooth sailing and is causing lots of issues in our business. We have tried to reach out to CW but they will not help unless we ay for Consultation. SHOCKING. **Recommendations to others considering ConnectWise PSA:** Really consider why you want to move to it. Get demonstrations of a few products Make a very clear list of things that you business needs to acheive with a PSA Look around, get trials, DO NOT RUSH into it. **What problems is ConnectWise PSA solving and how is that benefiting you?** None. We had a simple PSA / CRM in place. It just worked. I thought that as we grew we needed something to help us grow and mature - we didnt, we have wasted hundredds of hours on Connectwise - we could have spent that time with clients and building relationships to help our business grow and mature. Single worst decision we have made as a business. EVER. ### 38. A step above the rest. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2019 **What do you like best about ConnectWise PSA?** ConnectWise Manage is a breath of fresh air. It's ability to track and manage client interactions is phenomenal. The reporting allows you as a manager and your team to succeed with no extra effort. I love the built in knowledge base that is constantly growing as you create and close service tickets allowing you to use past issues and time entries to solve problems today by referencing work already completed. **What do you dislike about ConnectWise PSA?** The worst part of ConnectWise manage is the fact you didn't adopt it into your toolbox sooner. The only gripe i can really muster up is the inability to work offline, which is not a deal breaker by any means. **Recommendations to others considering ConnectWise PSA:** If you are not happy with your current CRM, look into ConnectWise Manage, they are happy to set you up with a free trial so you can see for yourself how great it is. **What problems is ConnectWise PSA solving and how is that benefiting you?** Easier to manage and track client issues, ability to schedule technicians out is a key feature so that the team is aware of each members availability. ### 39. One of the best workflow manager **Rating:** 5.0/5.0 stars **Reviewed by:** Manish M. | Senior Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2019 **What do you like best about ConnectWise PSA?** Connectwise help me a lot for inhouse workflow management, task management, assigning task, time sheet filling, project management, managing service tickets and sales activities. The tool reduces the unwanted activities of managing multiple dashboards and applications. Rather connectwise is an application offers all at one platform, improvising professional life in a greater way. The platform integrates many teams to one. **What do you dislike about ConnectWise PSA?** They can improve on the UI and also the tool is little complex unless you get trained. **What problems is ConnectWise PSA solving and how is that benefiting you?** Project onboarding, operational activities, maintaining project life cycle, service tickets, CRM and managing sales. ### 40. Decent CMS, Clunky UI **Rating:** 3.5/5.0 stars **Reviewed by:** Pejmon H. | Network Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2019 **What do you like best about ConnectWise PSA?** I love the fact that this solution tracks all of our different clients and provides a great timeline of notes for each ticket. **What do you dislike about ConnectWise PSA?** The UI could use more modernization and support on smaller displays like tablets. I wish there was a more simplified visual hierarchy for each ticket. The calendar syncing could use some improvement, possibly including the ticket's company address. **What problems is ConnectWise PSA solving and how is that benefiting you?** All client tickets are tracked and processed through ConnectWise Manage. ### 41. Lots of functionality, but clunky program **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2019 **What do you like best about ConnectWise PSA?** It is an all-in-one tool for time tracking, expenses, billing, service desk/help desk (IT tickets), CRM, sales and marketing. It unifies our entire team into one system. **What do you dislike about ConnectWise PSA?** I think the design of the system is clunky, and needs to be redesigned. The marketing features look promising, but really are quite cumbersome. It's not easy to do bulk adds or edits, so creating new contact groups and adding contacts is quite a chore. You must schedule emails at least 24 hours in advance because they must be reviewed by the connectwise team and be approved prior to being sent. They also add an unsubscribe header AND footer on emails based on a tiered scale of number of emails sent. The support team is nice and friendly, but it takes days to weeks to get resolutions or even acknowledgement about your issues. They do offer a chat function, which is hit or miss, depending on the rep and the issue. They are good at helping you find the documentation to help you through things though, or if you have a "How do I..." question they are good at answering those too. **Recommendations to others considering ConnectWise PSA:** If you're looking for an easy-to-use marketing tool for communications, campaigns and a CRM platform, I would keep looking. **What problems is ConnectWise PSA solving and how is that benefiting you?** Time tracking, service desk tickets and sending quotes. ### 42. The best application to work in IT help desk **Rating:** 5.0/5.0 stars **Reviewed by:** Hector B. | Degree in computing, Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2019 **What do you like best about ConnectWise PSA?** ConnectWise Manage is a very useful application for those who work in help desk attending IT requirements but at the same time it is quite complex for those who are not familiar, what I like most about this application is that it makes a detailed follow-up to the life time of each one of the tickets to be able to be in full compliance with the service agreements established with the client, I also like its interface which is very pleasant and intuitive especially its calendar section in which you can schedule activities to determine quedias and what hours will be taken care of **What do you dislike about ConnectWise PSA?** What I do not like about ConnectWise Manage is that as I mentioned before it is a rather difficult user application, for this it requires a lot of study, and studying is something that takes a lot of time, I think it could be simplified a bit more to facilitate the life to its users **Recommendations to others considering ConnectWise PSA:** I recommend to implement connectwise manage in all the companies that provide IT services so that they can improve the attention to their clients **What problems is ConnectWise PSA solving and how is that benefiting you?** The main solution that ConnectWise Manage offers me, is the possibility through its interface to receive the IT requirements from my users, in order to attend them as soon as possible and generate metrics through which my performance is evaluated every quarter by my superiors, like that of my colleagues, also allows us to document our management for this form when any of the analysts have debts about how to carry out a certain task, can review this documentation and support with this ### 43. I don't love it, but it does have a lot of functions **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2019 **What do you like best about ConnectWise PSA?** It gives us a central location for contacts, quoting, service tickets, expenses and time entries, and marketing campaigns. Provides useful reports regarding sales opportunities, activities, forecasted sales, hours utilization, etc. The CW Campaigns offers good reporting for social media, including Facebook interactions (likes, loves, etc), which I haven't seen with other software programs before. **What do you dislike about ConnectWise PSA?** It needs a face lift.. The UI is not attractive in my opinion. I do not find it an intuitive system to just pick up and learn. The Outlook calendar integration can get messy. I dislike the email builder template. It's clunky to create templates, and they require you to have an unsubscribe header and footer based on a tier of email sends. No other email management system I've used required an unsubscribe header. The entire campaign flow process is a bit clunky as you have to start with the calendar before you can create an email or social post. **Recommendations to others considering ConnectWise PSA:** Make sure it is setup correctly by a person or team that can dedicate time to understanding the system. This was implementing well before my time with the company, and it's my understanding that it was not set up right. We were unable to get good reports because we weren't using the system how it is designed to work. Overall, it's an effective system. **What problems is ConnectWise PSA solving and how is that benefiting you?** Storing company and contact information, tracking time to projects, and using it as a service help desk. ### 44. awesome tool **Rating:** 5.0/5.0 stars **Reviewed by:** kathleen a. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about ConnectWise PSA?** ConnectWise Manage is a valuable application for the individuals who work in assistance work area going to IT necessities and yet it is very unpredictable for the individuals who are not natural, what I like most about this application is that it causes a nitty gritty to catch up to the existence time of every last one of the tickets to have the option to be in full consistence with the administration understandings built up with the customer, I likewise like its interface which is wonderful and instinctive particularly its schedule segment in which you can plan exercises to decide quedias and what hours will be dealt with **What do you dislike about ConnectWise PSA?** There is no inbuilt installment reconciliation with the Connectwise Manage framework. **Recommendations to others considering ConnectWise PSA:** In the event that you have to streamline your workers' time and improve the administration of help tickets, don't dither to empower this product. **What problems is ConnectWise PSA solving and how is that benefiting you?** The joining of ticketing with the administration conveyance ventures of an undertaking give an extraordinary method to show advancement and issues inside an intricate task. Connectwise Manage helped us with that to accomplish our goals to serve clients and in this way assume better responsibility for the administration of staff.in general lines connectwise oversee effectively to the business to deal with its clients, its care staff and time in simple and quick ways ### 45. C/W Manager Review **Rating:** 3.5/5.0 stars **Reviewed by:** James M. | Help Desk Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 24, 2020 **What do you like best about ConnectWise PSA?** Ticketing system, service board - easy to use customisable **What do you dislike about ConnectWise PSA?** Stock/inventory system, very clunky not easy to use **Recommendations to others considering ConnectWise PSA:** Great ticketing system, not great for inventory management **What problems is ConnectWise PSA solving and how is that benefiting you?** Engineer calls are solved every day ### 46. Good but has flaws **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2019 **What do you like best about ConnectWise PSA?** We use connectwise manage on a daily basis in our managed services department. We use this to integrate with our alert and monitoring system LogicMonitor and we create tickets and manage tickets. I like best that we can communicate to our customers right through our email connector and through the ticket itself. I like the feature that when the customer responds that it bolds the ticket. **What do you dislike about ConnectWise PSA?** Least helpful is the fact that it is difficult to customize and use API calls on the back end to pull more data and make the tickets more automated and detailed. I also dislike the customer portal. The customer portal needs it's UI updated with reports being fixed. The customer needs to have more options available to them. **Recommendations to others considering ConnectWise PSA:** It is a good CRM/ helpdesk tool but if you want to do anything super complex with APIs, integration, and customization then I'd say sales force is the way to go . The Connectwise portal as well needs a revamp with more details/ options available to customers and they need to fix reporting **What problems is ConnectWise PSA solving and how is that benefiting you?** We are solving the issue of a ticket management system. We are reminded about daily tasks and reports through ticket templates, we bill our customers based on what billable tickets are put in, we manage project tasks and assignments. ### 47. ConnectWise Manage powerful administrator for help desk platform **Rating:** 5.0/5.0 stars **Reviewed by:** Neil R. | System Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2019 **What do you like best about ConnectWise PSA?** What I like about this application is that it allows your team to receive, process, and respond to service requests quickly and efficiently thanks to the ticket system provided by ConnectWise Manage. **What do you dislike about ConnectWise PSA?** We could say that what I don't like about this application is that it doesn't have multichannel communication, adding that you need to have a certain level of training with this application because if you don't have it, handling it will be quite difficult. **Recommendations to others considering ConnectWise PSA:** My recommendation is that, if the company is willing to invest in purchasing ConnectWise and in training its employees for the proper use of the application, it is a good long-term investment. However, this application does not have any free version nor does it offer a free trial, and the company should take this into account. Additionally, to obtain the configuration on the accounting side, one can expect to spend some time and money working with a qualified accountant (if there isn't one on staff) to ensure that all data is transferred and classified correctly. **What problems is ConnectWise PSA solving and how is that benefiting you?** At a business level, this application could generate significant internal efficiency since the system is stable, its updates occur constantly, and it has excellent customer service; its implementation is broad as it can be integrated into the cloud, SaaS, Windows, on mobile devices with iOS or Android software. For the company's largest clients who implement this application, service capabilities can be extended to internal IT providers, considering that companies seek to improve sales opportunities, service agreements, employee productivity, and track billing with clients. ConnectWise is a good choice for managing the aforementioned. ### 48. Organize, assign and solve the requests of your clients with ConnectWise Manage **Rating:** 5.0/5.0 stars **Reviewed by:** Elijah H. | Senior University Technician in Networks, Small-Business (50 or fewer emp.) **Reviewed Date:** May 08, 2019 **What do you like best about ConnectWise PSA?** Of all the CRM tools that I have used throughout my career, the one I liked the most is ConnectWise Manage, this is due to the fact that it is more complete than the rest, that is, it allows you to review the received ticket tray, at the same time it allows you to schedule the tickets for days and hours to know when to work them thanks to your view in the form of a calendar and ter allows you to generate metrics about the work that the analysts are carrying out to whom you assign the tickets for resolution, the truth is an excellent, complete and powerful tool **What do you dislike about ConnectWise PSA?** What I do not like is that ConnectWise Managa is very confusing and difficult to use at the beginning, this because it integrates TOO many functions, which tends to confuse new users, so much so that without doing a course on the tool it is almost impossible from my point of view that a user learn to use this tool, what is certain is that once users become familiar with Connectwise Manage, they do not change it for anything and that is the most effective application when managing and attend technical support tickets **Recommendations to others considering ConnectWise PSA:** My recommendation is that if you want to provide a quality support service to your customers, you must implement the connect wise tools suite **What problems is ConnectWise PSA solving and how is that benefiting you?** Thanks to connectwise manage we have been able to comply with the SLAs established in the agreements with our clients and provide quality technical assistance, our clients are happy to have a tool like connectwise when reporting failures and therefore we feel happy too , also its integration with connectwise control and connectwise automate has played an important role in the improvement of our support service ### 49. Manage your support tickets effectively **Rating:** 5.0/5.0 stars **Reviewed by:** Victor M. | Sistem Engenier, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2019 **What do you like best about ConnectWise PSA?** What I like most about ConnectWise Manage is that it allows me to manage and plan in a more efficient and orderly manner the management and assignment of technical support tickets that we receive daily from our users, as well as an intuitive and friendly interface, and its new vision in the form of an almanac which allows scheduling the tasks so as to take better control and a greater order at the moment of its execution **What do you dislike about ConnectWise PSA?** ConnectWise is an application that has a large number of integrated functions, so much so that it even allows you to store relevant information about your clients and users, something that in my opinion plays against you, since having so many functions becomes very complicated. use by users, or at least this is the beginning, in fact to be able to familiarize with the tool and start interacting in a good way, it is necessary to carry out online courses that offer on your page, which last a month and sometimes do not has so much time for study, should be simplified to only attention and tickets **Recommendations to others considering ConnectWise PSA:** Ask your companies for the implementation of this tool and you will see how effective the ticket attention process becomes **What problems is ConnectWise PSA solving and how is that benefiting you?** It allows to create, receive, manage and document technical support tickets received by users or clients, and also provides metrics on analysts or specialists who attend these tickets, this is beneficial since it is very useful when measuring the management of the same ones or to realize a labor evaluation ### 50. Organize your time when offering support **Rating:** 5.0/5.0 stars **Reviewed by:** Victor M. | System Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2019 **What do you like best about ConnectWise PSA?** What I like most about ConnectWise Manage is that it offers me a clearer vision about the amount of support tickets received in the tray, in turn, with its novel view in the form of a calendar, it offers a better vision on how to organize and attack the tickets depending on the priority they have, all this translates into quality work in accordance with SLA previously established with our customers, the truth is excellent this tool **What do you dislike about ConnectWise PSA?** The truth is that we must recognize that the tool contains too many integrated functions which makes it somewhat complex and difficult to use for its users at first, in fact in my case it took me 3 weeks to get familiar and learn the basics of the tool and because I had to take a course to learn how to use it, otherwise those 3 weeks could easily be about 6 months, but after you familiarize, everything becomes **Recommendations to others considering ConnectWise PSA:** I recommend to all people who work attending support tickets, is the most effective way to organize your time of action before each request **What problems is ConnectWise PSA solving and how is that benefiting you?** If we go to what are corporate solutions, many are offered by connectwise manage, starting with the fact that in this tool all support tickets are received by our clients, then they are scheduled in the calendar and subsequently are attacked to give solution to these, additionally connectwise allows you to store key information about your customers, which can be useful when discussing or renewing service contracts, connectwise manage is a fairly complete tool, I really recommend it to all those companies that can implement ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-28+08%3A20%3A56+-0500&secure%5Bsession_id%5D=7ef3c77f-db0d-4105-bfc2-191278bbde08&secure%5Btoken%5D=79412e72233cf09388cd936277f0bc213f3cdcc4d39700d9b766ef6b12b95309&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 (611 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)