The best thing about ConnectWise Manage is the breadth of the solution. It addresses most business functions in one platform. While no software is perfect, the "almost end-to-end" practice management software for IT is the best I've seen for Managed Service Providers and other IT service companies. Review collected by and hosted on G2.com.
The company's support process and policies are annoying. They appear to avoid phone conversations and direct communications at all cost. While I realize that they have to manage a lot of calls, other software companies are much warmer and friendlier when it comes to getting technical support with an actual human interaction. Review collected by and hosted on G2.com.
497 out of 498 Total Reviews for ConnectWise PSA
Overall Review Sentiment for ConnectWise PSA
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Managing Projects in ConnectWise PSA is very straightforward and can support different phases of the project. From initiation, planning, implementation, and up to closing the project and invoicing. Board view or Gantt chart can be set, and you can have every task in a ticket, making it easier for the PM to assign and schedule it on a resource team. Another feature I love about it is that it can schedule a task for a particular time of the day. It can also be integrated to several applications, and customer support with a video tutorial is widely available. Review collected by and hosted on G2.com.
Learning ConnectWise PSA has a steep learning curve and has a lot of features, which often drown individuals. It is also often laggy. Review collected by and hosted on G2.com.
Virtual Consultation is helpful in fixing an issue. Review collected by and hosted on G2.com.
I was told that Statement of Work would be 14 weeks if I worst case scenario worked 1 hour a week. I worked with my consultant for 3 hours a week and it took just to 9 months, and I'm not sure if it was setup correctly. The main issue was the Statement of Work and GL Mapping. My GL Mapping was supposed to cover a "High Level" mapping in 8 categories. My consultant did a single example and informed me I would have to do it myself or have someone else do it. However, he directed me to the consultant's accounting company that handles GL Mapping and would do it for an additional $3000 above what I paid for implantation.
I was lucky to accidently email Virtual Consulting and they helped me with the problem after 3 months had passed. During this consultation, the ConnectWise rep told me that the example that was given to me was completely wrong and I was using it as an example.
I have spent countless hours of working with tech support, virtual consultants, and even the consultant that was given to me, instead of being productive which is why I purchased the software to begin with.
Also, my account number was incorrectly entered into the Payment Gateway, GPI. They took 40 days to correct this. ConnectWise only supports a single payment gateway or I would have used a backup during this period.
I had high expectations for ConnectWise, but they have been a complete let down. Do yourself a favor, look at the other better options out there so you don't waste your time like I have. Review collected by and hosted on G2.com.
I've used ConnectWise PSA for over 10 years. It's a very versatile and powerful tool when configured correctly. As a ConnectWise PSA consultant, I've helped hundreds of partners find the value out of CW. If you can think out of the box, there is a lot you can do with native functionality and workflow rules. If you have the skillset, you can do just about anything with the API. What I like best though is how it's designed for financial reporting. Review collected by and hosted on G2.com.
They have been lacking in adding new features for some time now since they've been focused on Asio. I'm hoping that now that they're releasing Asio for PSA soon we'll start to see more innovation. Review collected by and hosted on G2.com.
It's all about setting it up correctly and properly from the start, if you do that, it's a great program. It's large, has lots of capabilities and third party applications that integrate easily and can help but you need to set it up correctly from the start. If possible, get a consultant. If already setup, suggest doing an optimization review for sure before thinking of changing PSA's. Review collected by and hosted on G2.com.
There's some features that could be added that would help and some idiosyncrasies that you need to know about to properly have things flow. Review collected by and hosted on G2.com.
Sure it does not looks like a windows app, even looks like an older app, also kind of intimidating at first but beleave me this is the best you can find, is powerul, if you think you need something, beleave me it have it. Can be integrated with all other platforms I've seen. Allow to be customized so everything. once you start usingit and take the rithm you will find it easy to use, but take a little time to get confortable for anyone. And you will depend from this ask you need to use it for everything every day.
Since the email asking for support, provide the support and billing it, a flowing workflow. As to the implementation takes the sme as any ther PSA system not so difficult.
Get this and thanks us later. Review collected by and hosted on G2.com.
A little steep learning curve. intiidating, lookslike an old app, maybe needs a refresh user interface. its not made for resolutions on 1366x768 so need medium to big Displays, and for better use dual displays but that's no con but a pro tip. Review collected by and hosted on G2.com.
Helps keep up with customers from a service point of view. I might be more favorable if I were the administrator, but I can only do what is already set up. It is likely as capable as I could expect. Review collected by and hosted on G2.com.
Interface shows a little age and lack of flexibility. Review collected by and hosted on G2.com.
Integration with third party software is easy to use depending on the software. We rely on this and use it all the time. It has many features that allows us to customize it to our liking. Once the SOP's are created we find it easy to use. Review collected by and hosted on G2.com.
The implementation process was difficult. Customer support really needs to be looked at and revamped as it usually is a painful process when we have to use them. Review collected by and hosted on G2.com.
White Labeling
Channel Manager
Ease of Use
Integrations
Product Training Review collected by and hosted on G2.com.
Complexity of setup
Really need a dedicated resource to manage/maintain Review collected by and hosted on G2.com.
Very good and easy to use, implementation is very simple and easy to assign staff to tickets. Used daily by my company and has many features such as intergration. Customer support once we have an issue is great. Review collected by and hosted on G2.com.
Not automatic time logging therefore hours look lower than actual. Review collected by and hosted on G2.com.
The full featuredness of it. It's CRM, documentation management, time management, all rolled into one. There are several features we don't use but I imagine they'd be handy for small shops; invoicing, mileage, client signoff sheets, product inventory/management. Review collected by and hosted on G2.com.
The MFA for the cloud login is a bear. It often takes several times to get logged in. It's super frustrating, especially in the app. Review collected by and hosted on G2.com.
