--- title: ConnectWise PSA Reviews meta_title: 'ConnectWise PSA Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 582 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: 582 scale: '5' date_modified: '2026-07-07' 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:** 582 ## 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 appreciate the **ease of use** of ConnectWise PSA, finding it simple to manage tickets and client information. (36 reviews) - Users value the **seamless integration** of ConnectWise PSA, enhancing workflow automation and providing an all-in-one solution. (21 reviews) - Users appreciate the **strong integration capabilities** of ConnectWise PSA, enhancing efficiency across various tools and workflows. (16 reviews) - Users value the **feature richness** of ConnectWise PSA, enjoying its all-in-one capabilities and strong integrations. (15 reviews) - Users value the **high-quality customer support** from ConnectWise PSA, which enhances user experience and project management. (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 challenging** with ConnectWise PSA, requiring complex configurations for effective use. (24 reviews) - Users report **poor customer support** , experiencing unresponsive service and unresolved issues consistently. (16 reviews) - Users find the **complex usability** of ConnectWise PSA frustrating, with tedious processes and excessive click requirements for tasks. (15 reviews) - Users wish for **missing features** like more keyboard shortcuts and a better mobile app to enhance ConnectWise PSA. (13 reviews) - Users experience significant **performance issues** with ConnectWise PSA, including slow responses and frustrating system glitches. (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. ConnectWise Manage **Rating:** 4.5/5.0 stars **Reviewed by:** Terry F. | Client Services Account Manager, Computer & Network Security, Small-Business (50 or fewer emp.) **Reviewed Date:** January 02, 2018 **What do you like best about ConnectWise PSA?** It has next-level service with excellent issue management. It's streamlined communication which offers great support, simplified documentation. **What do you dislike about ConnectWise PSA?** Sales and marketing functionality is not the best when it comes to running and managing marketing and sales campaign efforts. It take several days of training to master certain sections. **What problems is ConnectWise PSA solving and how is that benefiting you?** We use it for account management, Time and Tracking & Billing, Procurement, Sales & Marketing. ### 2. The tool to have **Rating:** 5.0/5.0 stars **Reviewed by:** James D. | Scheduler, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2017 **What do you like best about ConnectWise PSA?** I love that you can manage everything in one location with an easy to use software. **What do you dislike about ConnectWise PSA?** Sometimes it does run slow to do some tasks. **Recommendations to others considering ConnectWise PSA:** If you need to manage your book of business plus your workers this is the software for you. **What problems is ConnectWise PSA solving and how is that benefiting you?** I am able to manage multiple clients at just a click of a mouse. Also love the accountability that the software offers. ### 3. CRM Efficiency **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2018 **What do you like best about ConnectWise PSA?** I like that central web applications can be made visible inside and outside of the LAN rapidly **What do you dislike about ConnectWise PSA?** Not sure because i have not found any problems so far. **What problems is ConnectWise PSA solving and how is that benefiting you?** I can have other coworkers problem solve with me simultaneously ### 4. Does the job, however, not close to the functionality of SalesForce.com **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2017 **What do you like best about ConnectWise PSA?** I do like its simple platform. There were a lot more naming conventions and too many duplicates with SalesForce.com, I am not finding this to be the case in ConnectWise. Mobile app is okay. **What do you dislike about ConnectWise PSA?** Mobile app could be a lot better, very basic to me. Importing contacts into ConnectWise is a challenge, algorithm in place doesn't seem to like it if there is already an account in there yet the contacts that were first entered in will duplicate with a new list. Makes for more manual work. Also dislike how there is no feature functionality that comes with the basic software to be able to click on a contact phone number and have it dial for you. **Recommendations to others considering ConnectWise PSA:** Do a comparison with other major players out there. Make sure that it fits for your business and people. Ask around for recommendations, if others have used it or not, and if there are better ones out there. **What problems is ConnectWise PSA solving and how is that benefiting you?** I use ConnectWise for sales new sales opportunities only as required by my company. I also use it for new contact uploading, territory assignments, notes, activities, expense reports, etc... Helping me set reminders, yet I am using that and tasks provided by outlook 50/50. ### 5. Connectwise - A great ticketing solution for any MSP **Rating:** 4.5/5.0 stars **Reviewed by:** Darren D. | Service Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2017 **What do you like best about ConnectWise PSA?** I love the various features all the way from invoicing and billing to service level ticketing. **What do you dislike about ConnectWise PSA?** The customization options can be a little hindering at times. Also, the knowledge base is tough to use. **Recommendations to others considering ConnectWise PSA:** Work closely with your support team to get it set up properly. Also attend IT Nation every year and join HTG to get support for best practices on how to do things more efficiently. **What problems is ConnectWise PSA solving and how is that benefiting you?** Tracking customer requests and projects is the main item we use ConnectWise for. We also use it for billing and invoicing so we can get paid. ### 6. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** Chris P. | President, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2017 **What do you like best about ConnectWise PSA?** Provides major efficiencies to our support processes. **What do you dislike about ConnectWise PSA?** Not much of anything. It is a great product. **What problems is ConnectWise PSA solving and how is that benefiting you?** Drastically increased our efficiencies in providing support services to our clients, which in turn increased profitability. ### 7. Great Management Tool for Small Businesses etc. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 07, 2018 **What do you like best about ConnectWise PSA?** Ease of use and learning the tool is very simple. Highly customizable and useful for entering data and ticket tracking. **What do you dislike about ConnectWise PSA?** Downtime on the cloud hosted backend is often a surprise and happens at the most inopportune time. Very irritating and frustrating when the backend cloud hosted is down. Extremely irritating. No offline mode, no use of the software at all. **Recommendations to others considering ConnectWise PSA:** Host your own SQL backend onsite for reliability. Cloud hosted backend was terrible. **What problems is ConnectWise PSA solving and how is that benefiting you?** Ease of searching past tickets and time management is helpful. Use of email connector works very well. ### 8. Connectwise Manage is the defacto standard for MSPs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2018 **What do you like best about ConnectWise PSA?** Since its the standard for MSPs Autotask is the only other real option. There has to be an integration that is not available. **What do you dislike about ConnectWise PSA?** Too slow due to being at the mercy of Amazon's cloud and lack of being intuitive. Software these days should not require a manual. **Recommendations to others considering ConnectWise PSA:** It's what there is. Make sure you have people who know what they're doing or you'll be spending more time working ON it that WITH it. **What problems is ConnectWise PSA solving and how is that benefiting you?** Helpdesk. According to Connectwise, "Everything's a ticktet" and they are so right. ### 9. Great way to track productivity **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 24, 2018 **What do you like best about ConnectWise PSA?** I use it mostly for time entry and billing but I love that we have it integrated with outlook so that activities on my dashboard show up as events on my calendar **What do you dislike about ConnectWise PSA?** There’s a lot on it I don’t know how to do and a lot of the reports or list views are poorly formatted. **What problems is ConnectWise PSA solving and how is that benefiting you?** We track service tickets and projects and time entry, which allows us to give accurate budget and progress and invoice updates to our customers. ### 10. Fast, agile CI management and help desk tool for MSPs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2017 **What do you like best about ConnectWise PSA?** Easy configuration management, reviewing historical incident data is easy and quick. **What do you dislike about ConnectWise PSA?** Cloud infrastructure goes partially or fully down more than I would like. **Recommendations to others considering ConnectWise PSA:** Cloud based infrastructure means less on-site equipment to run services. Implementations can be as simple or complex as you'd like and if you're in the cloud, you don't need to worry about compute time or heavy SQL workloads. **What problems is ConnectWise PSA solving and how is that benefiting you?** Managing and maintaining configuration item data is a lot easier and our engineers have no issue searching for the data they need to do their jobs efficiently. ### 11. Great management tool **Rating:** 4.0/5.0 stars **Reviewed by:** Kelly S. | Regional Sales Manager, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** November 28, 2017 **What do you like best about ConnectWise PSA?** I can have all my clients information at anytime from anywhere. They even have an apt for my cell phone. You can create an estimate and keep track of your sales funnel. **What do you dislike about ConnectWise PSA?** They have a lot of updates and it slows down the login **Recommendations to others considering ConnectWise PSA:** I would recommend ConnectWise to any company looking for a full management software to run their company on. **What problems is ConnectWise PSA solving and how is that benefiting you?** Time management, Sales funnel, ### 12. Service Engineer **Rating:** 5.0/5.0 stars **Reviewed by:** Dustin S. | Help Desk / FmAudit Administrator, Computer Networking, Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2018 **What do you like best about ConnectWise PSA?** Connectwise is easy to use and does very well at collaborative work between departments. **What do you dislike about ConnectWise PSA?** Breaks links alot, and the phone app is clunky. **What problems is ConnectWise PSA solving and how is that benefiting you?** It is fast to log time for tickets and does a good job at storing client documents ### 13. Connectwise review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2018 **What do you like best about ConnectWise PSA?** Smart UI fairly functional. Works well for my use **What do you dislike about ConnectWise PSA?** Slow, on perm solution in my use. Went down alot **What problems is ConnectWise PSA solving and how is that benefiting you?** Help desk support. Did good for me in that regard ### 14. The WORST SUPPORT **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 15, 2018 **What do you like best about ConnectWise PSA?** Great product. Good luck with support. **What do you dislike about ConnectWise PSA?** SUPPORT. Horrible CRM. **Recommendations to others considering ConnectWise PSA:** Do not rely on their support. **What problems is ConnectWise PSA solving and how is that benefiting you?** Slightly better than autotask. ### 15. Useful but has it's downsides **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 24, 2018 **What do you like best about ConnectWise PSA?** Time tracking and customer interaction are both strengths of ConnectWise **What do you dislike about ConnectWise PSA?** Documentation system within ConnectWise is terrible and not really very usable **What problems is ConnectWise PSA solving and how is that benefiting you?** Keeping accurate time for charging clients. Being able to get good metrics on company profitability ### 16. Excellent Ticket System **Rating:** 4.5/5.0 stars **Reviewed by:** Sara S. | Systems Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2017 **What do you like best about ConnectWise PSA?** Works great when creating tickets and reports **What do you dislike about ConnectWise PSA?** Sometimes it errors out for no reason and we have to reboot our server **What problems is ConnectWise PSA solving and how is that benefiting you?** We create tickets, configurations, reports ### 17. You get out what you put in! **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** January 28, 2018 **What do you like best about ConnectWise PSA?** Our small digital marketing firm uses this for time sheets, billing (Quikbooks), and light crm. We find it to be efficient for that. **What do you dislike about ConnectWise PSA?** It's clunky and dated, not sleek or user friendly. It's probably better for an IT team. We don't use most of the available features because they are not intuitive. **Recommendations to others considering ConnectWise PSA:** Look for something more modern. **What problems is ConnectWise PSA solving and how is that benefiting you?** Billing, CRM and time sheets ### 18. I just use the basics **Rating:** 4.0/5.0 stars **Reviewed by:** Steven B. | Senior Technical Support Specialist, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2017 **What do you like best about ConnectWise PSA?** I like that CW has everything we need in one place for ticket management and client management. It is easy to navigate and enter information. **What do you dislike about ConnectWise PSA?** There was a bit of a learning curve in beginning. **What problems is ConnectWise PSA solving and how is that benefiting you?** Client management, ticket management, project time entry, ticket time entry. Expenses and reports. Notifications. ### 19. Connect Wise Manage Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2018 **What do you like best about ConnectWise PSA?** Nice view for techs and engineers to update ticket information and timing. **What do you dislike about ConnectWise PSA?** There was not a built in knlowwdge base for resolutions to tickets. You would have to search old to let’s for solutions which wouldn’t be ideal when you had a customer on the phone. **What problems is ConnectWise PSA solving and how is that benefiting you?** Connectwise really aids well in managing a techs times on tickets. Pre scheduling makes it easier to resolve issues. ### 20. ConnectWise WORKS **Rating:** 5.0/5.0 stars **Reviewed by:** Susi B. | Systems Manager, E-Learning, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2018 **What do you like best about ConnectWise PSA?** It's laid out in a very user friendly way. **What do you dislike about ConnectWise PSA?** Only that I'm not trained enough to use all the features. **Recommendations to others considering ConnectWise PSA:** If you need a help desk solution, check out ConnectWise. **What problems is ConnectWise PSA solving and how is that benefiting you?** Keeping track of tech calls to find problems. ### 21. Connectwise Manage review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about ConnectWise PSA?** holds all our information for clients and tickets, allows us to keep info organized for billing **What do you dislike about ConnectWise PSA?** very slow when using the application. certain functions don't work as intended **What problems is ConnectWise PSA solving and how is that benefiting you?** tickets and email alerts ### 22. Best for a good size company **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2017 **What do you like best about ConnectWise PSA?** One of the key features of ConnectWise Manage is that you can track time and expenses in one location and schedule appointments in the system as well. It is a great all-in-one approach to business, and it is compatible with most commonly used accounting systems. **What do you dislike about ConnectWise PSA?** The software is very robust and almost more than needed for a small business where not every minute of day was being tracked. It was hard to justify the cost to benefit ratio. **Recommendations to others considering ConnectWise PSA:** We have under 10 employees. For a company with more employees this would be a great fit for an all-in-one answer to business. Although the implementation process can be tedious, you have a knowledgeable CW representative to walk you through each step. It is not an easy system, but one you become familiar with the process of doing things, it will become quite easy to use. **What problems is ConnectWise PSA solving and how is that benefiting you?** We benefited most from having the quoting, purchasing, billing in one location. It eliminated multiple / redundant software systems. ### 23. Pretty good **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2018 **What do you like best about ConnectWise PSA?** Being able to have both a ticket system and a remote system linked together. **What do you dislike about ConnectWise PSA?** Nothing so far. It just seems to have a few. **What problems is ConnectWise PSA solving and how is that benefiting you?** It's a great and easy ticket system. ### 24. ConnectWise Manage is an Amazing tool **Rating:** 5.0/5.0 stars **Reviewed by:** Anna P. | Service Dispatcher, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 03, 2018 **What do you like best about ConnectWise PSA?** Calendar and audit trail features help to keep engineers properly scheduled and to address issue with the appropriate person **What do you dislike about ConnectWise PSA?** Can't apply template to >1 project ticket **What problems is ConnectWise PSA solving and how is that benefiting you?** Management and efficient dispatch of engineers. ### 25. Access? Granted!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2018 **What do you like best about ConnectWise PSA?** web gui very user friendly can be cloud based or locally served **What do you dislike about ConnectWise PSA?** it would be nice to have a manager that wasn't browser based **What problems is ConnectWise PSA solving and how is that benefiting you?** providing fast response to users, less down time ### 26. Poor system mechanics and slow **Rating:** 2.0/5.0 stars **Reviewed by:** Kimberly M. | Administrative & Marketing Assistant, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2017 **What do you like best about ConnectWise PSA?** good storing of data and records easy to reach support **What do you dislike about ConnectWise PSA?** Slow Has illogical rules for setting up things like recurring tickets Slow Some rules apply to some accounts, others don't **Recommendations to others considering ConnectWise PSA:** Good to store service records **What problems is ConnectWise PSA solving and how is that benefiting you?** Managing clients and tickets ### 27. Bright Gauge **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2017 **What do you like best about ConnectWise PSA?** Beautiful UI, great for an alert monitoring board Report management is fairly intuitive Using for exporting weekly reports is very convenient as well **What do you dislike about ConnectWise PSA?** 5 minute delay for updating guages - if manually updated, you have to wait before updating again Gauges have to be updated manually when changes are made - easy for them to fall behind or become inaccurate **Recommendations to others considering ConnectWise PSA:** be sure to perform maintenance/upkeep on gauges, it's easy for them to become inaccurate after changes **What problems is ConnectWise PSA solving and how is that benefiting you?** real time alerts board for a managed services provider - helped with average resolution time for issues ### 28. Absolutely THE tool if you are an MSP **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2017 **What do you like best about ConnectWise PSA?** There are so many wonderful things that Connectwise Manage does well but for me, the best thing about the application is that it houses ALL of the information I need in one application. **What do you dislike about ConnectWise PSA?** There isn't anything I dislike about this software, other than the UI change that recently happened. But saying that is the same thing as hearing someone on a HGTV show complain about the wall color. It's subjective. **Recommendations to others considering ConnectWise PSA:** If you are drowning in emails or sticky notes to accomplish your day to day operations, then you need to take time out of your day and look at the Connectwise Manage Demo and talk to an account manager. They can show you the way to a better and more profitable future! **What problems is ConnectWise PSA solving and how is that benefiting you?** Gone are the days of trying to remember it all. With the ticket system, company and vendor profiles, project and procurement modules, everything is there for you. ### 29. Support is horrible **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2018 **What do you like best about ConnectWise PSA?** Functionality. The product handles most every aspect of it helpdesk **What do you dislike about ConnectWise PSA?** Support is horrible. Billing and sales are difficult to work with. **Recommendations to others considering ConnectWise PSA:** Look at all your options. This product is loaded with functionality , but support is nil. **What problems is ConnectWise PSA solving and how is that benefiting you?** We switched and no longer use the product. ### 30. Pretty effective for projects **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about ConnectWise PSA?** I like that you can access most functions from the program. I also liked that the program created tickets based on a different software. **What do you dislike about ConnectWise PSA?** I don’t like how easily it is to create duplicate assets under configurations. **What problems is ConnectWise PSA solving and how is that benefiting you?** The software creates tickets and when certain alarms went off, it also closed the tickets when issues were resolved. ### 31. ConnectWise Manage is the Operating System for an IT Firm **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** April 11, 2017 **What do you like best about ConnectWise PSA?** Billing is tracked well, configurations allow for quick lookup. The familiar Ticketing system keeps technicians accountable, clients in the loop and owners on-top of the overall situation. They are making constant improvements, the Knowledgebase has improved considerably in the past year. Schedule syncs with Exchange / Outlook making it easy to see your work schedule on mobile devices. Tech support is responsive and knowledgeable. Integrates with so much, makes doing IT work much more organized. **What do you dislike about ConnectWise PSA?** The Expense. It is very much a "premium" product. Monthly fees are considerable, almost everything is an add-on, and as of the past few years, it feels like there is a concerted effort to upsell every partner into more products / services. That being said, it's like being made to eat delicious cake. You're disappointed that it's a force, but it's an enjoyable experience. **What problems is ConnectWise PSA solving and how is that benefiting you?** I would suffer from "bleeding heart syndrome" .... I'd feel bad for billing for the complete amount of time invested in projects and service visits. ConnectWise paid for itself in weeks to months. We employ Manage with Automate and ScreenConnect so it's a wholistic approach, and when approached from that perspective, things tend to work well. **Official Response from Lesley Meunier:** > Hello and thank you for the review. We are pleased to hear that you are happy with the functionality of ConnectWise, and greatly appreciate your concerns regarding cost. We will make sure to get your concerns to the appropriate team. ### 32. Helpful but could use inprovement **Rating:** 2.5/5.0 stars **Reviewed by:** Elizabeth M. | Distaster Recovery Account Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2017 **What do you like best about ConnectWise PSA?** I like how i'm able to automate some processes and keep contact information all in one place for the most part. I do like the ticketing system, it's something i've gotten very used to over the years. It does outline my schedule on the home page and it seems very personalized at the same time. It also provides internal links that could be useful for success in my role. Overall pretty user friendly. **What do you dislike about ConnectWise PSA?** Even though i'm able to automate some things, there is still a good amount of human error that occurs. I also find that it can be organized a little bit better. I have found issues with the outlook extension. Is there a way to better that? **What problems is ConnectWise PSA solving and how is that benefiting you?** Im able to easily invoice and uninvoice tickets. Company information is easily accessible when needed to solve an issue. **Official Response from Lesley Meunier:** > Hi Elizabeth, thanks for the review. Can you be more specific about your issues with the Outlook extension? We'd like to pass on your concerns to the right department. ### 33. overall good product **Rating:** 4.0/5.0 stars **Reviewed by:** Scott H. | A2000 Support Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** June 01, 2017 **What do you like best about ConnectWise PSA?** It's great for managing a service board as a closed loop system and customer contacts. Easy to use, and install. **What do you dislike about ConnectWise PSA?** I feel the report writer could be a little more intuitive. Certain features only get added if enough people vote, when they should be added immediately **Recommendations to others considering ConnectWise PSA:** good product.. easy to use. does exactly what it asks for. additional products cost significant money.. third party options available for screen connecting for better cost **What problems is ConnectWise PSA solving and how is that benefiting you?** it makes managing the help desk much easier, and track customer financials ### 34. Ticketing and Business Management, made easy **Rating:** 4.5/5.0 stars **Reviewed by:** Donovon C. | Service Desk Analyst, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 17, 2017 **What do you like best about ConnectWise PSA?** My current position as a Help Desk Analyst introduced me to ConnectWise after years of using competing products. I had heard about ConnectWise, but never had the time to get properly introduced. As part of my onboarding, I spent several weeks going through ConnectWise University, a fantastic training program for intermediate and advanced users. The ability to revisit the ConnectWise University to expand your knowledge of the tool really adds value to ConnectWise. Many other ticketing systems have a knowledge base, but few provide as much depth as ConnectWise U. Any tool is only as effective as the person using it, so having training options like ConnectWise University empowers the user to go farther than they could on their own with what is a very powerful ticketing and business management system. **What do you dislike about ConnectWise PSA?** Because of the power and depth of the system, it can be somewhat daunting to familiarize yourself and take advantage of all that ConnectWise can do. Fortunately, the University aids in some of this, but there really is no replacement for first hand experience. It took me about a week to get comfortable performing my daily tasks in connectwise, but at the end of that time I was able to start advancing my knowledge and utilization habits. From time to time we have some slowness issues with the system. I believe this is due to our hosting situation for the application, so I don't think that's a knock on the product, but wanted to include it. Additionally, the mobile app for iPhone is somewhat antiquated and not very intuitive. It would be nice to easily be able to record time in a ticket from a mobile device. **Recommendations to others considering ConnectWise PSA:** Take your time and implement it correctly. Provide your users with adequate time to go through the university and be trained. Once implemented, ensure that users can customize the experience to be effective in their roles. **What problems is ConnectWise PSA solving and how is that benefiting you?** ConnectWise is the core line of business application for our company. We use ConnectWise to generate invoices, track time, track tickets, track inventory, track sales, customer relationships as well as projects and event management. We also use the calendaring to keep track of employees. Having our business in ConnectWise gives us a centralized place to keep all of our information. It gives us the ability to track everything that happens within the company, search it and report on it. As an IT services organization, tracking work, as well as the documentation and solutions, is pivotal to providing excellent service to our customers. **Official Response from Lesley Meunier:** > Hi Donovon. Thank you for the honest and valuable feedback. We are pleased to read that you are happy as a ConnectWise Partner. We understand that there is much to learn, and that it can be a little daunting. Please don't hesitate to reach out if there is something you are struggling with that is not covered in University. We are always happy to assist. ### 35. Connectwise **Rating:** 3.0/5.0 stars **Reviewed by:** Steve A. | Technical Support Specialist, Utilities, Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2017 **What do you like best about ConnectWise PSA?** Relatively easy to use. Software is reliable. **What do you dislike about ConnectWise PSA?** Difficult to setup, does require some training. **What problems is ConnectWise PSA solving and how is that benefiting you?** Helpdesk and CRM solution ### 36. Great for Teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Facilities Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2017 **What do you like best about ConnectWise PSA?** In an office with 27 employees Connect Wise helped us to stay in the loop with each other and with the client. We were able to add in updates on tickets right away as well as send emails to specific employees or clients. The calendar app worked great for setting reminders and team meetings. One of the main uses was for scheduling purposes and we were able to assign tasks to specific employees within their team. In an office were there are a lot of "hats" floating around Connect Wise is a great tool to help keep everyone engaged and on the same page. **What do you dislike about ConnectWise PSA?** There are so many uses for Connect Wise and with the constant updates having a new employee beginning it could be a bit daunting but overall the program is great. **Recommendations to others considering ConnectWise PSA:** For companies with multiple employees who are in and out of the office or who work at different locations I would recommend trying ConnectWise. **What problems is ConnectWise PSA solving and how is that benefiting you?** Communication. Communication. Communication. ### 37. Top PSA in the Industry for a reason **Rating:** 5.0/5.0 stars **Reviewed by:** James R. | CEO, Computer Networking, Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2017 **What do you like best about ConnectWise PSA?** ConnectWise is a very mature product with a mature feature-set. It is also very extensible so you can use just the core product or plug in other elements from quoting to RMM and much more. **What do you dislike about ConnectWise PSA?** As ConnectWise has grown rapidly, the quality of the sales department is hit or miss. Sometimes you get a great sales person but, sometimes, you don't. **Recommendations to others considering ConnectWise PSA:** Make sure you plan to spend time implementing. This isn't a flaw in the product as much as it is related to the fact that ConnectWise is very mature. In your implementation, instead of always trying to force ConnectWise to do whatever you want it to do (In most cases, this can be done), ask why it is designed the way it is and if you should adapt. **What problems is ConnectWise PSA solving and how is that benefiting you?** Collaboration of teams, single place for content. **Official Response from Lesley Meunier:** > Thank you, James, for the glowing review. We truly appreciate your support and will take your feedback regarding our sales team to the appropriate department. ### 38. Tons of functionality **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2018 **What do you like best about ConnectWise PSA?** Easy to use interface and complete visibility of all aspects of the company **What do you dislike about ConnectWise PSA?** Steep learning curve, cloud based means when internet is down so is Connectwise **What problems is ConnectWise PSA solving and how is that benefiting you?** Understanding cash flow has greatly improved with Connectwise ### 39. Gets the job done **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 21, 2018 **What do you like best about ConnectWise PSA?** I like that we have the ability to group cases per location **What do you dislike about ConnectWise PSA?** Duplicate tickets are created for the same alerts on one device. **What problems is ConnectWise PSA solving and how is that benefiting you?** Monitoring issues, to catch them and resolve before they affect the business process. ### 40. Helps Keep My Company Under Control **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2017 **What do you like best about ConnectWise PSA?** Service Tickets and worksflows help keep my business automated. **What do you dislike about ConnectWise PSA?** Working with Connectwise the company, Tech Support is good but sales and account management lack. **Recommendations to others considering ConnectWise PSA:** Probably where you will end up, but expect frustrations **What problems is ConnectWise PSA solving and how is that benefiting you?** Workflow automation, Central point of information ### 41. Comprehensive PSA **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2017 **What do you like best about ConnectWise PSA?** Features are more than abundant and powerful. **What do you dislike about ConnectWise PSA?** There’s not much to dislike unless you like to jump in blind. Without training, you will find it almost impossible to leverage the multitude of features. **What problems is ConnectWise PSA solving and how is that benefiting you?** End to end solution for our MSP. From procurement to projects and everything in between ### 42. ConnectWise review **Rating:** 4.5/5.0 stars **Reviewed by:** Rick M. | President, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2017 **What do you like best about ConnectWise PSA?** Easy to use. All of the PSA tools allow you to manage tickets pretty well. I like the integration with LabTech and other 3rd party software. It gives you a lot of flexibility and helps us become more efficient. **What do you dislike about ConnectWise PSA?** I prefer to use KB shortcuts, and they could use a few more. I don't like the web versions of software as well as fat clients. It just takes longer to navigate. The flexibility is a strength and weakness. We had to change our contracts a handful of times to get them right. **Recommendations to others considering ConnectWise PSA:** Implementation takes time and planning. Plan and talk with other current users otherwise you end up redoing some of your setup. **What problems is ConnectWise PSA solving and how is that benefiting you?** The ticket communication and automation keeps the clients informed of their ticket status and improves customer service. **Official Response from Lesley Meunier:** > Hi, Rick. Thank you for sharing your honest feedback. We will pass on your dislikes to the appropriate department so they can be addressed. ### 43. Typical Helpdesk solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2018 **What do you like best about ConnectWise PSA?** Easy to use and understand. If you’re familiar with other Helpdesk applications, you’ll find it easy to learn. **What do you dislike about ConnectWise PSA?** Not enough options for customized reports **What problems is ConnectWise PSA solving and how is that benefiting you?** Helpdesk management ### 44. Love it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.) **Reviewed Date:** January 07, 2018 **What do you like best about ConnectWise PSA?** It’s easy to work with and the software is simple **What do you dislike about ConnectWise PSA?** Sometimes it goes slow and I get frustrated at it **Recommendations to others considering ConnectWise PSA:** It’s easy and simple to use **What problems is ConnectWise PSA solving and how is that benefiting you?** Learning how to handle issues with the website and server itself ### 45. Use connectwise for time tracking and receiving job information for projects **Rating:** 1.5/5.0 stars **Reviewed by:** Katharine P. | Visual Designer, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2017 **What do you like best about ConnectWise PSA?** I like that I am able to do both time tracking and ticket tracking in one program. **What do you dislike about ConnectWise PSA?** The training videos are horrible. It does not do a good job of telling you how to use the program at all. The dashboards are also very hard to read. I wish there was more of a collaborative vibe to the program as a whole. It's very static. The program also takes forever to load. **Recommendations to others considering ConnectWise PSA:** If you are a tech desk then this is for you. If you are an agency then I advise looking at other programs. **What problems is ConnectWise PSA solving and how is that benefiting you?** we realize the benefit of being able to bill and time track in the same program that we use for workflow. It helped us streamline our work down to one program. (excluding email and calendar) ### 46. Easy to use once setup properly **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2018 **What do you like best about ConnectWise PSA?** Time management was easy to use and customer tracking was simple **What do you dislike about ConnectWise PSA?** Initial setup is cumbersome but after you get it going fast. **What problems is ConnectWise PSA solving and how is that benefiting you?** Keeping track of billable time ### 47. Connectwise **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** January 02, 2018 **What do you like best about ConnectWise PSA?** I like how integrated it is with Labtech or now Conectwise Automate. **What do you dislike about ConnectWise PSA?** I wish it had more customization with colors throughout the program, **What problems is ConnectWise PSA solving and how is that benefiting you?** It gives us a ticketing system so we know what clients are having issues. ### 48. daily user **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2018 **What do you like best about ConnectWise PSA?** having all service information in one place **What do you dislike about ConnectWise PSA?** being unable to see basic company information from the service ticket tab. **What problems is ConnectWise PSA solving and how is that benefiting you?** used to export tickets to an Excel sheet for analysis. Now connected to Bright Gauge dashboard ### 49. Review of Connectwise **Rating:** 5.0/5.0 stars **Reviewed by:** Vinod M. M. | Chief Sales Marketing Officer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2017 **What do you like best about ConnectWise PSA?** I like that it is specialized for my industry. It allows me to do everything form quoting , to projects , to billing **What do you dislike about ConnectWise PSA?** i dislike that there are many times where the program is running SLOW as dirt and it causes issues when trying to get items for clients. **Recommendations to others considering ConnectWise PSA:** consider all the integrations you are doing and value the customer feedback. I recently called and ask for automation when converting a quote to a project but its not available as options right now. **What problems is ConnectWise PSA solving and how is that benefiting you?** we are able to keep all our contacts in one platform which allows us to review all contracts, bills, invoices, etc. at any time for that particular client. VERY HUGE FOR US **Official Response from Lesley Meunier:** > Thanks so much for sharing your successes with ConnectWise! ### 50. Has some pitfalls but overall a great experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about ConnectWise PSA?** The program is very easy to navigate through **What do you dislike about ConnectWise PSA?** Although I like it, I find it can be limiting **What problems is ConnectWise PSA solving and how is that benefiting you?** Using to track tickets ## 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=10§ion=pricing&secure%5Bexpires_at%5D=2026-07-08+14%3A34%3A49+-0500&secure%5Bsession_id%5D=feec163d-397e-4b92-bbee-69c8caf5be3a&secure%5Btoken%5D=964769f93461636d098525f2c9fcd2bfc980d05f406faccb459c74244fae7c89&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) - 4.2/5.0 (603 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)