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IT Support Specialist at a tech services company with 11-50 employees
Real User
Top 5Leaderboard
Reliable ticketing system, that is easy to install and is easy to scale
Pros and Cons
  • "It's a nice ticketing system."
  • "The tracking inventory or the way it tracks the products is not very good."

What is our primary use case?

We use ConnectWise Manage as a ticketing system, similar to ServiceNow and Jira.

How has it helped my organization?

ConnectWise Manage has made a difference in the connection to all of the other employees.

What is most valuable?

I like that we are able to email the tickets, and being able to put remote computers into the tickets, is a nice feature.

It's a nice ticketing system.

What needs improvement?

The inventory part of it needs improvement. The tracking inventory or the way it tracks the products is not very good.

The support needs improvement; otherwise, it works well.

For how long have I used the solution?

We have been using ConnectWise Manage for two years.

We are using the latest version.

What do I think about the stability of the solution?

The stability of ConnectWise Manage is good.

What do I think about the scalability of the solution?

The scalability is good. It is not a problem to scale up.

We have approximately 50 users in our organization who use this solution.

ConnectWise Manage is used on a daily basis.

How are customer service and technical support?

The technical support could be improved. Their process method is not effective. There are no phone calls for example. It's all done via email. If I had to rate their level of service, I would give it a six out of ten.

Which solution did I use previously and why did I switch?

Previously, we used Tigerpaw.

How was the initial setup?

The initial setup is straightforward.

What other advice do I have?

With the exception of the inventory tracking of products, it's easy to track things.

I would rate ConnectWise Manage an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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