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ConnectWise PSA vs LogMeIn Pro comparison

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
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
20
Ranking in other categories
Help Desk Software (20th), Business Management Software (1st), Professional Services Automation (PSA) (1st)
LogMeIn Pro
Average Rating
9.0
Reviews Sentiment
8.4
Number of Reviews
20
Ranking in other categories
Remote Access (22nd)
 

Mindshare comparison

ConnectWise PSA and LogMeIn Pro aren’t in the same category and serve different purposes. ConnectWise PSA is designed for Professional Services Automation (PSA) and holds a mindshare of 21.4%, down 31.3% compared to last year.
LogMeIn Pro, on the other hand, focuses on Remote Access, holds 1.4% mindshare, up 1.0% since last year.
Professional Services Automation (PSA)
Remote Access
 

Featured Reviews

JonMcWilliams - PeerSpot reviewer
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.
Kelsey Braun - PeerSpot reviewer
Good remote services feature and easy to setup
With LogMeIn Pro, we could connect up to 10 computers, and having an option for something in between would be good. Like, we went from 10 to the next level, which was around 50 or so. If there was a tier, perhaps around 20, that I would have probably purchased, and it would have been a better fit for what I needed.

Quotes from Members

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

Pros

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"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."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"The platform is easy to use."
"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."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"User interface."
"You don't have to remember the password and the login all the time. Once you get it in there, it's in there, and you can go about your business."
"It's even simple to remotely add a computer to our group. We can send a link to that computer and they just follow the prompts on the screen and they are ready to go - we can access it. It's very user-friendly."
"The ability to easily connect back and retrieve data from the computer systems that I have."
"I can connect to them remotely and do all the functions I would have to do by manually driving to them, so it does make things a lot easier."
"The biggest thing is the flexibility, you can use it as long as you can get an internet connection. You can use it pretty much anywhere you're at. It just makes it a lot easier. We are a small staff, and if nobody is in the office, LogMeIn gives us secure access to get in there."
"I would tell others who are looking into this solution that I feel that it's a secure solution. I never had any issues with its security element. I think that it's very simple to use. I think it is user-friendly, and you can work between computers pretty well on it."
"Scalability-wise, I rate the solution a ten out of ten."
 

Cons

"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."
"The technical support of ConnectWise PSA is not very good."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"It needs to be easier to share tickets between users who need to work together."
"ConnectWise PSA’s graphical interface is a little old."
"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."
"As far as the usability of it, I'd like to see if printing could be enabled in the basic version or the medium version. Some of the remote printing isn't available unless you go to the premium versions, and that's disappointing."
"The high pricing of the product is its only shortcoming that needs improvement."
"At certain times of the day, during the "rush hour," it's very slow. I don't know if it's the latency of the internet or the amount of people on it in the afternoon at 4:00, 5:00pm. Getting data transferred takes a longer time than other times of the day."
"I would enhance the product, so if I had two screens in front of me, it could connect to two computers simultaneously with the program. For example, if I had a computer at location A and a computer at location B and I am sitting at location C, it might be nice for me to be able to be connected to all three of those computers and move data between those three during one session. ​"
"​Everything has to be done over the web, via email, or something like that. You can't talk to a human being. That bothers me a lot.​"
"Maybe they can come up with a plan if you only use it for login and, occasionally, printing. Maybe you can charge what you used to charge and then if we want to use it for files or things that are more sophisticated, charge a little more."
"With Windows 10 we've had some issues with it crashing, and certain antivirus products cause it to fail. For the most part it's stable, but we do have an occasional crash mainly related to new operating systems. The new Microsoft Server and the new Windows operating systems sometimes have issues with it. But for the most part, in anything under, say, Windows 7, Windows 8, those seem to be pretty stable, and with the Microsoft Server 2012 and below, it's all stable. And I don't necessarily think it's LogMeIn. I think it may be Microsoft, to be honest with you."
"Remote Access for external and internal customers."
 

Pricing and Cost Advice

"The pricing of ConnectWise Manage is reasonable."
"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."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"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."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"We're paying $940 a month for 14 users."
"It is very good."
"I did not deal with the financial aspect but my impression is that they are more expensive."
"If you subscribe the package of 100 Agents, but install 5, you are still paying for the 100 agent package."
"Pricing has been going up for just going back and forth between two computers. Last year I called and complained, they gave me a deal. This year, it's gone up to $350. I'm looking for a new source. It seems to be getting expensive for me to look back and forth. Come up with a different level of service for just communicating with two computers; I use it, maybe, five minutes a day."
"We're paying $839 a year, so we're paying about $70 a month. We're using the smallest version of Pro."
"Lower the price for an individual user. ​"
"I have a tiered pricing. If I wanted to subscribe for three years, I will get a discount for that.​"
"It's pretty fair for up to five computers I think (it might be three - it's either three or five). After that, it gets a little expensive, so if they could get a little bit more aggressive on how many computers you can add in, that would be great."
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Top Industries

By visitors reading reviews
Computer Software Company
37%
Performing Arts
6%
Financial Services Firm
6%
Comms Service Provider
6%
Financial Services Firm
12%
Manufacturing Company
12%
Computer Software Company
8%
Legal Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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...
What needs improvement with ConnectWise Manage?
The technical support of ConnectWise PSA is not very good.
What do you like most about LogMeIn Pro?
The remote services feature is definitely the most valuable, along with the capability to print remotely.
What is your experience regarding pricing and costs for LogMeIn Pro?
The only issue is that they could have a tier between 10 seats and 50. But for 10 seats, the price is fair.
What needs improvement with LogMeIn Pro?
With LogMeIn Pro, we could connect up to 10 computers, and having an option for something in between would be good. Like, we went from 10 to the next level, which was around 50 or so. If there was ...
 

Also Known As

ConnectWise Manage
No data available
 

Overview

 

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
The North Face, Slingbox, Lutron, The Weather Company