494 ConnectWise PSA Reviews
Overall Review Sentiment for ConnectWise PSA
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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.
What I like most about ConnectWise Manage is that it allows me to manage and plan in a more efficient and orderly manner the management and assignment of technical support tickets that we receive daily from our users, as well as an intuitive and friendly interface, and its new vision in the form of an almanac which allows scheduling the tasks so as to take better control and a greater order at the moment of its execution Review collected by and hosted on G2.com.
ConnectWise is an application that has a large number of integrated functions, so much so that it even allows you to store relevant information about your clients and users, something that in my opinion plays against you, since having so many functions becomes very complicated. use by users, or at least this is the beginning, in fact to be able to familiarize with the tool and start interacting in a good way, it is necessary to carry out online courses that offer on your page, which last a month and sometimes do not has so much time for study, should be simplified to only attention and tickets Review collected by and hosted on G2.com.
What I like most about ConnectWise Manage is that it offers me a clearer vision about the amount of support tickets received in the tray, in turn, with its novel view in the form of a calendar, it offers a better vision on how to organize and attack the tickets depending on the priority they have, all this translates into quality work in accordance with SLA previously established with our customers, the truth is excellent this tool Review collected by and hosted on G2.com.
The truth is that we must recognize that the tool contains too many integrated functions which makes it somewhat complex and difficult to use for its users at first, in fact in my case it took me 3 weeks to get familiar and learn the basics of the tool and because I had to take a course to learn how to use it, otherwise those 3 weeks could easily be about 6 months, but after you familiarize, everything becomes Review collected by and hosted on G2.com.
This software will take years to master - there are ways to handle most things except payments built into the Connectwise solutions Review collected by and hosted on G2.com.
There is no inbuilt payment integration with the Connectwise Manage system. Review collected by and hosted on G2.com.
I love that in one system I can pull full ticket, account, and financial history at a moment's notice. Review collected by and hosted on G2.com.
The modulation of ConnectWise Manage can be a touch clunky from time to time, but not overwhelmingly so. Review collected by and hosted on G2.com.
The ticket system and business workflows are critical for productivity and ConnectWise Manage brings the best of all requests! Review collected by and hosted on G2.com.
The setup can be complex with two servers needed for a larger, optimized company, especially if you have the Connectwise Suite. Review collected by and hosted on G2.com.
GUI is clear and understandable. The bulk management tools are good, built in time recording works well. You can move modules around to customize your own view which is very helpful. Easy to create your own ticket reviews. Has improved company communication. Review collected by and hosted on G2.com.
It can be a little slow at times, especially deleting tickets which should be a simple job, merging tickets shows you tickets from all companies not just other tickets from the same company which makes it a more difficult. Review collected by and hosted on G2.com.
ConnectWise is great at what they do. They have an array of products that integrate with each other very well. Manage is an easy to use ticket solution. It also does a good job for "configurations". Review collected by and hosted on G2.com.
There are a couple of things Manage does not do well. The first is projects, projects have too many steps and are not easy to view details and progress without diving into the issue. Also, configurations do not encrypt or restrict access to the password field. Because of that, we have to use a different solution for managing our client's passwords. Manage is also very pricy. Review collected by and hosted on G2.com.
The general focus on automation and providing end to end functionality. Review collected by and hosted on G2.com.
Support is hit or miss, as is their consulting group. They have some incredibly talented people on staff, but also have some people who just don't seem to care. Review collected by and hosted on G2.com.
