Of all the CRM tools that I have used throughout my career, the one I liked the most is ConnectWise Manage, this is due to the fact that it is more complete than the rest, that is, it allows you to review the received ticket tray, at the same time it allows you to schedule the tickets for days and hours to know when to work them thanks to your view in the form of a calendar and ter allows you to generate metrics about the work that the analysts are carrying out to whom you assign the tickets for resolution, the truth is an excellent, complete and powerful tool Review collected by and hosted on G2.com.
What I do not like is that ConnectWise Managa is very confusing and difficult to use at the beginning, this because it integrates TOO many functions, which tends to confuse new users, so much so that without doing a course on the tool it is almost impossible from my point of view that a user learn to use this tool, what is certain is that once users become familiar with Connectwise Manage, they do not change it for anything and that is the most effective application when managing and attend technical support tickets Review collected by and hosted on G2.com.
493 out of 494 Total Reviews for ConnectWise PSA
Overall Review Sentiment for ConnectWise PSA
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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.
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.
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.
Easy to use, simple learning curve in terms of configuration/implementation, godd support, great knowledgebase (ConnectWise University) Review collected by and hosted on G2.com.
Outdated UI, pricing at the higher end of the market, product innovation can be slow Review collected by and hosted on G2.com.
I have been using ConnectWise PSA (Manage) for over 10 years. The best part of this system is it's an all-in-one world for my service team, where all work is catalogued and organized while simultaneously keeping our customers in sync with the state of their Help Desk issue. The fact intergrates with RMM tools, report visualization tools, and documentation systems makes it the perfect 'source' for our daily work. Review collected by and hosted on G2.com.
The project management feature isn't great but I do see strides in rectifying that (which will require a complete replacement) in the last 6 months. Review collected by and hosted on G2.com.
