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We use ConnectWise PSA to keep track of tickets.

The platform is easy to use. We can view all the features on the screen, as well as create, change, and open a ticket.

ConnectWise PSA’s graphical interface is a little old. They could make it more refreshing.

I have been using ConnectWise PSA for one and a half years. At present, I use the latest version.

I rate the platform’s stability a six out of ten. Sometimes, it works slowly.

It is a scalable platform. I rate its scalability a ten out of ten. We have ten users for it in our organization.

We have deployed ConnectWise PSA on the cloud.

I rate ConnectWise PSA a seven out of ten.

My team uses this solution for tickets and change management, and we also use it as a knowledge base. 

It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well.

The speed could be better, and the reporting could be a lot better. 

The solution is super stable. 

I think the solution is pretty scalable. We have about eight users. We have the service desk, engineers, our change manager, and the developers, who use it to put in changes and stuff like that. I have one employee who is our admin for the solution and that's it. It's pretty low-maintenance. 

I really haven't had a whole lot of opportunities to deal with tech support, but everyone that we have talked to was pretty decent. We had a problem once with someone, but then we escalated it and it got resolved.

Previously, we used ServiceNow and we switched for a couple of reasons. Reason number one was the cost. ServiceNow is extremely expensive. Reason number two was that we wanted an environment that allowed us to have remote control and third-party package management all in one. I actually liked the overall ServiceNow product better, but the biggest pros for me with ConnectWise Manage are the cost and the remote control capabilities. My tool to manage my devices and my tool for ticketing are all in one.

The initial setup was pretty straightforward. It wasn't bad at all.

I have one monthly license for all of the ConnectWise products I use, and it's $85 per user. In addition to the standard license fee, I think there's a $1,500 implementation fee. 

If you are looking to implement ConnectWise Manage for a single organization, I would say that when you're having your conversation with your implementation consultants, make sure that you very specifically communicate what you want out of the solution. They've got a very defined script and they wanted to spend a lot of time implementing service levels, contracts, and companies, and all of this stuff that's really an ERP for MSPs, and we had to redirect them. I would say make sure you have enough hours to really get the ball rolling on Automate, and you have to dedicate some serious time to training your employees because it's all self-based training, so you have to make sure that you get those hours in.

I would rate this solution as a seven out of ten.