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.

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.

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

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. 

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

The search function is really good. To have a single place where we have the account information stored is probably most valuable.

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.

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.

The solution integrates with pretty much everything that we need.

The product has been pretty stable so far.

The solution can scale quite well.

Some of the most valuable features, at least for us, are definitely apparent when it comes to the kind of central management on offer. Being able for it, number one, to directly integrate into ConnectWise Automate, goes hand in hand. What that allows us to do is it allows us to, have an up-to-date inventory on all of our stuff, and also have all of that information available to us in ConnectWise. Being able to pull pretty much any information needed directly into our ticketing system without having to go outside is always really useful. 

We handle our service agreements and our billing and finances and all that stuff. Being central helps us keep track of how much we need to bill each of our clients, as well as how many different tickets we have and how long technically takes when it comes to time and expenses and stuff like that.

It's definitely one of those tools that is super powerful.

The initial setup isn't too difficult.

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.

Some of the mass move features are nice, as far as being able to mass move some tickets and do some mass edit functions.

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

The most valuable feature is the management of projects from start to finish. It starts with sales and goes right to project delivery.

The automation and integration with our other systems are a benefit.

The usability is really good.

The knowledge base is very thorough.

• Contact integration to customers
• Faster way to update the ticket
• Searching for tickets when it is needed.

We use it for Business/Sales Management; it enables tracking of sales leads and opportunities.

The flexibility in agreement billing has been really good - we have a lot of complex contracts with clients and ConnectWise has catered for almost all the ways we'd like to bill customers.

The service desk and configurations are the most valuable features.

The most valuable features of ConnectWise Manage are that it is on the cloud and functions well.

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.