ConnectWise PSA vs IT Care Center comparison

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ConnectWise PSA

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Executive SummaryUpdated on Dec 1, 2024

ConnectWise PSA and IT Care Center compete in professional services automation and IT service management, respectively. ConnectWise PSA leads in pricing and support, whereas IT Care Center impresses with its comprehensive feature set.

Features: ConnectWise PSA offers robust project management tools, integration capabilities, and effective time-tracking features. IT Care Center stands out with its advanced ticketing system, automation features, and analytics, providing significant operational advantages.

Room for Improvement: ConnectWise PSA could enhance user interface customization, reporting capabilities, and reduce setup complexity. IT Care Center has room for improvement in streamlining user interface, enhancing reporting flexibility, and simplifying its workflow configurations.

Ease of Deployment and Customer Service: ConnectWise PSA provides a straightforward cloud-based deployment with strong support for initial setup and ongoing service. IT Care Center also offers a cloud-based solution, though setup might require more effort, it is offset by efficient customer support.

Pricing and ROI: ConnectWise PSA is cost-effective over time with competitive pricing despite higher initial investments. IT Care Center requires additional upfront investment but balances this with its comprehensive features and potential for increased long-term ROI.

To learn more, read our detailed ConnectWise PSA vs. IT Care Center Report (Updated: June 2025).

ConnectWise PSA vs. IT Care Center

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Helped 860,592 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

ConnectWise PSA

Ranking in Help Desk Software

20th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Business Management Software (1st), Professional Services Automation (PSA) (1st)

IT Care Center

Ranking in Help Desk Software

42nd

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (45th)

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of ConnectWise PSA is 2.5%, up from 1.4% compared to the previous year. The mindshare of IT Care Center is 0.2%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

JonMcWilliams

vCTO - Technical Account Manager at CMIT Princeton

Very useful for ticketing and billing purposes

In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.

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reviewer1566192

IT Customer Service Manager at a comms service provider with 201-500 employees

Saves time by resolving incidents and requests using self-service automation

* Using 70% of the tool from the perspective of service delivery and incident requests. * Using analytics. That gives us a very good picture of the report: the time, delay, and SLA. * Using the asset management tool inside the system. * Managing the OCR change requests all in this one tool. The solution gives internal users answers and solutions for their daily work around the IT workspace, even if it is their computer, laptops, screens, systems, etc. We have found this tool very easy to use and intuitive for us. It is very easy for me, and I am not a programmer or someone who can write code, but it is very easy for me to make most of the changes that I need in the system without approaching the vendor. The flexibility and customization are very good. It is very easy to change. A lot of the changes that we want to do, we can do ourselves. IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The product has been pretty stable so far."

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

"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."

"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."

"The platform is easy to use."

"It handles ticketing pretty well, and it's not something I have many critiques for."

"It's a nice ticketing system."

"We're using the solution for ticketing and billing, and those features are useful."

More ConnectWise PSA pros

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"It runs smoothly and all of the components are very easy to work with."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

Cons

"Sometimes it is a little bit slow, which is the only complaint I have about it."

"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

"It needs to be easier to share tickets between users who need to work together."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."

"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

More ConnectWise PSA cons

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"The UI screens could be a little bit more modern."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

Pricing and Cost Advice

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"The pricing of ConnectWise Manage is reasonable."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"We're paying $940 a month for 14 users."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"This product is very cheap when compared to other platforms."

"The licensing model is very flexible."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

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Top Industries

By visitors reading reviews

Computer Software Company

36%

Financial Services Firm

Comms Service Provider

Performing Arts

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about ConnectWise Manage?

The platform is easy to use.

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What is your experience regarding pricing and costs for ConnectWise Manage?

In our case, the solution is priced out by the user we have in the system. The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's p...

See all answers

What needs improvement with ConnectWise Manage?

The technical support of ConnectWise PSA is not very good.

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Comparisons

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More ConnectWise PSA Competitors

No data available

Product Reports

ConnectWise PSA

Download ConnectWise PSA product report

Download IT Care Center product report

Also Known As

ConnectWise Manage

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

Overview

ConnectWise PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.

Key features and benefits of ConnectWise PSA:

Help desk

Centralize your help desk with features that allow you to organize and standardize your service requests and streamline workflow automation to ensure your support operations are as efficient as possible. Keep your help desk responsive and productive no matter how challenging the issue is.

Cloud billing

Managing recurring billing can be a streamlined and straightforward process. You can standardize and simplify the way you manage customer contracts, including cloud. Easily manage, monitor, and bill for other public cloud services such as Microsoft 365 and Cisco Cloud Solutions.

Sales and marketing

The competitive landscape has made the window of opportunity for growing your business more challenging. Take control for generating leads with sales and marketing features that help you build a stronger, more predictable pipeline and improve communication with prospects to ensure high conversion rates.

Procurement

Supplier operations can be hit and miss, making the procurement process far more challenging. Optimize internal purchasing and receiving workflows to keep your operations department and customers in the know.

Time tracking and billing

Time tracking and billing reduces revenue loss and client skepticism. Your team can easily enter and track their billable time by the minute and by client, project, or task and include detailed notes to avoid client audits. With these efficiencies, your team will have more time to better serve your business and your customers.

Project management

Don’t miss a beat. Project management gives you what your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time and on budget.

Reporting

Knowledge and visibility are key components of a successful IT service provider. Leverage a reporting engine that give you the insights and metrics to help you make data-driven decision across all areas of your business.

What can ConnectWise PSA do for you?

Improve employee experience

Give your teams a PSA that helps them perform more effectively and provide the best experience possible—for them and your customers. Keep everyone in the know, increasing management’s confidence in the ability to sustain and grow a happy customer base.

Enhance the customer experience

When your teams have what they need to do their job well the first time, your customer experience gets better and better. Provide amazing service delivery, timely and accurate invoices, and automate important reports to keep your customers happy (and in the know). Pair that with the end-user portal available, and your customer experience just got even better!

Give your team precious time back

With coupling centralization and automation, your teams will function more efficiently than ever, giving everyone more time to focus on what’s important. You'll get more time to focus on growing your business!

Increase revenue and decrease costs

When your systems are centralized and your operations more efficient, you can save time and reduce costs. In essence, you can improve revenue and decrease costs through all your gained efficiencies.

ConnectWise

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

Sample Customers

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Information Not Available

ConnectWise PSA vs. IT Care Center