ConnectWise PSA Reviews

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing system and to automate systems.

My main use cases with ConnectWise PSA include taking care of the FTC CISO role, so I handle the entire infrastructure and cybersecurity.

We are one of the Microsoft partners, and we also give end-user RMM tools, all of those things using ConnectWise PSA. We manage systems, endpoints, everything using ConnectWise, and for the ticketing solution, we are using PSA.

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA.

We use the time tracking feature with ConnectWise PSA, specifically for SLAs.

The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum.

ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded. The configuration part is not so user-friendly that any system administrator or platform administrator can do it directly, as it requires some scripting skills and knowledge.

I have been working with ConnectWise PSA for the past four years.

Regarding the account of stability of ConnectWise PSA, I think it has been stable, as I have not encountered any process outages in the four years; I have raised only two tickets for product outage.

The issues I faced and needed to raise tickets for related to product outages, where we were not able to reach ConnectWise PSA site or manage a few systems that appeared offline, but they returned online once the issue was addressed.

These outages were not catastrophic and did not disrupt our production.

In terms of scalability, I think it is good, and I do not see any problems with it, as we have scaled up from 200 to 1,000 nodes without issues.

I have to pay more with the way we scale up, as each endpoint costs us around $0.99.

My experience with the technical support of ConnectWise PSA has been very good, especially with Flower, who always assists us as he is a very nice gentleman.

I would rate the technical support and customer service from ConnectWise PSA a nine.

Before using ConnectWise PSA, we used ServiceNow.

We decided to switch from ServiceNow because it was very costly, as the ServiceNow modules are very expensive.

I participated in the initial setup of ConnectWise PSA.

My experience with the initial setup was very smooth, as it was performed stage-wise, and the integration process was very smooth in migrating the database from the other platform to this platform.

There were a few challenges, specifically with a few fields that were not mapping correctly, but after raising a ticket, ConnectWise PSA solved those issues at the back end.

We do that manually because we do not have a process there.

Regarding return on investment with ConnectWise PSA, we have already reaped some return on investment, but as corporate margins are inflating significantly due to market conditions, we still require a few more percentage points in return on investment.

We have not reached the ROI coefficient that we planned.

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price.

The pricing of ConnectWise PSA is affordable, although the only part where I find the cost a little high is for administrator logins, where they charge $50 or something, which seems to be a little more costly. Now it has gone up to $100.

We searched for other options, and while we evaluated other vendors, we were not convinced about their product demos and specifications; we analyzed around five to six products.

There are many products we analyzed; one is Telix, we also looked into ManageEngine, and I forgot the name of one we used to use for our remote management tool. I can send those names via email.

We chose ConnectWise PSA over those options because of its dashboard, performance, and user-friendly environment, combined with the cost-effectiveness and the ROI we were getting.

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA.

We implement automation capabilities in other processes as we have integrated Microsoft Intune for deploying ConnectWise PSA and other applications.

Based on my entire experience with ConnectWise PSA so far, I would rate it an eight.

We're using the solution for ticketing and billing, and those features are useful. We have the technicians log in, and they can quickly determine what's in their ticketing queue. We have all the automation set up so that when emails come into support, the automation tools are set up to fire and generate messages as appropriate. At the end of the month, we use all that to create our billing and time consumption.

The technical support of ConnectWise PSA is not very good.

ConnectWise PSA is a very stable solution.

I rate the solution’s stability ten out of ten.

ConnectWise PSA is a scalable solution.

I rate the solution an eight out of ten for scalability.

Kaseya's support is a little better than ConnectWise. The technical support of ConnectWise PSA is not very good. We're using ConnectWise for the RMM portions in Kaseya, and I guess it's all part of Kaseya now.

Negative

You have to really get into the solution's initial setup to understand it, but it's pretty good once you do.

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 pretty good.

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.

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. 

MSP Help Desk (Dispatcher & Help Deskt Engineer/Tech).  Clients call, I create, assign, schedule, update...  tickets in Connectwise Manage.  As dispatcher, I only use a small percentage of the application.  85 to 90% of the form I don't even bother with, I just ignore those fields.  My job is the firefighting aspect...  all the other stuff, operations, accounting, sales, etc is all on the boss... and much of those features are available to me, but it's really too much clutter on one form, and I don't mess with it 'cause I don't have the time.

Before I joined, they used it right out of the box...  no saved queries/views...  ticket creation was never standard, and contact info was always questionable...  I created new views for lots of things I needed and got life a little more organized.  So, even w/o much training, the Views & macros lauguage used for it in the interface are GREAT. VERY Intuituve!

ConnectWise has a lot of shortcut keys, and you can manipulate the forms. This is all great stuff. If I had the time, I would create some more custom forms. There are some canned forms for basic input, like call-taking forms. When I open a new ticket, I've got a zillion fields, and only 10 apply to the current situation. I haven't taken the time to see if they have any way to import or download forms for specific situations, like forms specific to billing. I'm sure my boss doesn't want to see a form with 3,000 fields on it, and he's only interested in two of them.

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. There is a little thing where you can click a dropdown box. And I don't know if ConnectWise added some by default, but when I discovered this, it was like, "Wow, what a gold mine!" I usually have ConnectWise open with five to six tab screens where a specific query is the end result in each screen. I start my day, sign in, and run macros to open up my basic five or six screens to run throughout the day.

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. It needs to be a usable knowledge base. I know I could probably search our ticket base and find 800 tickets for customers with the same problem. And that's the whole idea. I was always an analyst evaluating trends. If we show the data to management, we can get them to focus on certain things and make problems disappear forever. 

Also, it's nearly impossible for visually impaired people to use the ConnectWise application because there are only two modes. There is a mobile mode that is optimized for the iPhone, and it doesn't change. You can't change the font size. It's quite limiting, but I've grown used to it.

ConnectWise is really the only ticketing system that I've ever seen that ties into the money, like the billing, contacts, etc. It's a little overwhelming for a ticketing system. If I had the time, it would be nice to create custom forms. But I also made a bunch of macros that were isolating only open tickets for a particular tech. It would be awesome if there were a way to insert some form of macro language in ConnectWise, like dialogue boxes that prompt. This is the kind of stuff I used to do. It's what we call "continuous process improvements." 

I worked on the help desk many years ago, and I stepped away for about 12 years to focus more on network activity. I was working for a network provider help desk. Because I did a lot of scripting myself, I ended up developing tools to evaluate their product. So I was away from desktop support for about 12 years. During that time some of the solutions changed hands from company to company. I left that company and decided that I really like doing desktop support. I sought a job in that field. I'm not very mobile anymore, but I can work from home and have a dozen machines here. 

Well, I can't speak to what Manage's limits are. As a dispatcher on the front end of the help desk, I'm putting out fires. 

to clarify...   IT Helpdesk is the 'putting out fires'....  allot of people out in the world who need help with their PC's & laptops...    not with the ticket system of Connectwise...  that usually runs like a clock.  It's rare that we have issues with the ticket system. :)

I can't provide any honest feedback here.

The few times I've had to call, when I first joined the company...   Always excellent, professional, courtious, friendly, and efficient...   always resolved my issue or answered my questions...  I never had to wait forever, and get questioable help.  Your support team is great.

(I rate it a  '9' so you still have room for improvement...  ha ha.)

Positive

Four years ago, I started working for this gentleman who hired me primarily for my scripting skills and experience at the help desk. And when I first started, he had already owned and LabTech for a few years, but he wasn't really using it. They didn't understand how to use it, so they were only using the remote access feature. It was going to waste. After I was there a few months, I figured things out and wrote a whole flow chart for them. Then they switched to Kaseya right when I had gotten everything under control and was starting to feel good about what we could do with LabTech. Kaseya was a nightmare. It's so useless and convoluted.

A guy who was working with us unscrewed a lot of that and got Kaseya working better. But then had some security problems and had to restore. They had to go back several months in their restoration, and all of our problems returned.

I want my boss to go back to LabTech. With LabTech or Automate, one individual with minimal training and a certain amount of focus could manage 400 different clients with special setups. I loved it. It was the first time Ihad been introduced to anything like it. I'd been away from desktop support for 12 years. So when I saw things like that, I was like, "Holy moly, you guys have remote access to everybody? Wow." 

Remedy is another option. I haven't used it in years, but Remedy was the ticket system I used at another company. At another place, they tried to make their own database ticketing system with Lotus Notes and Oracle. Oracle's ticketing system is homebrew. They give you a bunch of stuff out of the box, and you have to hire a development team to make it usable.

The whole ticketing system was already in place when I was hired. We've had some other changes to the operations structure. I don't know if we changed providers or it went from on-premise to the cloud or something, but there was a lot of funny stuff going on. 

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I was never involved in the choice...   always on the tail end as a user or admin.

I'd rate ConnectWise Manage nine out of 10. It's the utility that I have to use. 

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.

We are using ConnectWise Manage as a CRM application for customer management and ticketing.

We use ConnectWise Manage to communicate with our clients. The records of what we do and what we provide to our clients are all documented in the solution. The knowledge base that improves on a daily basis is based on what we provide. The resolutions are getting noted and documented. Billing is very helpful because when you have your contracts logged, the tickets automatically generate the invoices based on the contract of each customer. It has been efficient for our organization.

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. 

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

I have been using ConnectWise Manage for a year and a half.

ConnectWise Manage is stable.

The scalability of ConnectWise Manage is good.

We have approximately 15 users using this solution in my organization. Most of the users are engineers, technicians, or salespeople.

The initial setup of ConnectWise Manage is easier compared to Automate. It's less technical. It's mostly for administration and management. 

We have switched from another solution to ConnectWise Manage, it was a complete setup for both ConnectWise Manage and Automate and it took about four, or five months. Everything together in parallel took us about four, or five months.

We do not do a lot of maintenance for ConnectWise Manage. We are using it on a daily basis. The amount of people needed for deployment depends on who's deploying it and is it a brand new company or an existing company with a lot of information.

The pricing of ConnectWise Manage is reasonable.

My advice to others is they need to know their operation very well before they start deploying because it's a raw product. However you set it up, you're going to use it. If you know your system and you have the vision of the automation, then you can set it up however you want to set it up.

I rate ConnectWise Manage a nine out of ten.

We use it just to get metrics. We have ConnectWise Manage, Automate, and Control. They purchased a company called Perch that we have, and we also have BrightGauge.

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.

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

I have been using this solution for probably two years.

It has been stable for us.

It is scalable for us. We just add more users or more endpoints.

They have some good technical people, but sometimes, getting the right person is a chore.

Learning to use the software was one thing, but getting it tailored to our environment and our client environment was a lot of work.

It doesn't take a lot to maintain. We probably have one person to maintain it.

BrightGauge is fairly new as an implementation in Control. So, at this time, I would rate it an eight out of ten.

We use this solution for support ticketing and for sales funnel tracking. We are end-users and resellers. I am vice president of international business development.

The program has improved our data management and collaboration as well as activity tracking. 

We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another. This is the only product that has every feature we need and this makes it unique in the market because it has everything that any VAR or MSP would want.

The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access. The product needs to enable all features on mobile devices, it would be a big step forward for the company. The solution is far more complicated than Salesforce and NetSuite, even Sugar CRM beats it in terms of usability and interface.

I've been using this solution for 15 years. 

The solution is reliable and stable, it gets the job done.

Technically speaking, the scalability is fine. The company could grow 10 times its current size and we could continue using ConnectWise without a problem. The bigger issue with scalability is the same for any and every digital platform consistently across the board, scalability is never really an issue anymore with the way technology works today. The bigger issue is human scalability, making sure that everybody's using the system. From that perspective, ConnectWise is complex enough that a unified common language between all people takes time.

As a general rule, our engineers like to do things themselves rather than contacting the software developer or the service provider, but I'm sure they need to do that once in a while. 

I wasn't around when the solution was initially implemented but imagine the initial setup was straightforward. The company has a large team of engineers. We initially deployed on-prem and when we switched to cloud, I believe it took around two weeks to implement. We carried out the implementation ourselves. Our users are in engineering, sales, marketing, operations and legal. About 50 people in total. The product is extensively used and we do our own maintenance. Our usage increases linearly, both up and down.

If you are a service provider or a value-added reseller who needs to support your clients, this is the only all-in-one tool that contains every single feature you could possibly need. However, there is a sharp learning curve, the interface is clunky and there are many other tools on the market that could do 80-90% of what a value-added reseller would want. 

The solution gets a high mark for features but loses points with the UI. I rate this solution seven out of 10.

ConnectWise helps us with invoicing, reporting, and keeping track of our sales. So on the sales tab, we can look at all of our opportunities and companies.

ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later. We don't contact them right away. If we did, they might think we're stalking them. Instead, we reach out to them later to check their interest level if they haven't looked at a quote in a couple of weeks. It's a really good way of keeping track of sales opportunities.

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.

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. The user-defined fields go to the user tables as opposed to, say, the opportunity table. 

We started using ConnectWise Manage in 2017, so we've been working with it for almost five years.

We haven't had any problems with stability.

There are two levels of support. We have the lower level, which isn't done over the phone, and they've been very helpful. They got me to wherever I needed to be whenever I had an issue. It's on us for picking the one without phone support. But yeah ConnectWise support is very good.

We used Salesforce before, but Salesforce is built for the enterprise segment, not a small company.

Installing ConnectWise was pretty straightforward. Some folks from ConnectWise helped us port it over and worked with our marketing department. It went pretty smoothly.

I rate ConnectWise Manage eight out of 10. It does everything we want it to do. Other than my issue with the user-defined fields, we have no problems with the product whatsoever. For those considering ConnectWise, I would say go with the cloud solution, so it always stays updated. You don't have to worry about doing it yourself on-prem.

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

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

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.

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.

We have been using ConnectWise Manage for two years.

We are using the latest version.

The stability of ConnectWise Manage is good.

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.

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.

Previously, we used Tigerpaw.

The initial setup is straightforward.

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.