494 ConnectWise PSA Reviews
Overall Review Sentiment for ConnectWise PSA
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There are so many wonderful things that Connectwise Manage does well but for me, the best thing about the application is that it houses ALL of the information I need in one application. Review collected by and hosted on G2.com.
There isn't anything I dislike about this software, other than the UI change that recently happened. But saying that is the same thing as hearing someone on a HGTV show complain about the wall color. It's subjective. Review collected by and hosted on G2.com.
Functionality. The product handles most every aspect of it helpdesk Review collected by and hosted on G2.com.
Support is horrible. Billing and sales are difficult to work with. Review collected by and hosted on G2.com.
I like that you can access most functions from the program. I also liked that the program created tickets based on a different software. Review collected by and hosted on G2.com.
I don’t like how easily it is to create duplicate assets under configurations. Review collected by and hosted on G2.com.
Billing is tracked well, configurations allow for quick lookup. The familiar Ticketing system keeps technicians accountable, clients in the loop and owners on-top of the overall situation. They are making constant improvements, the Knowledgebase has improved considerably in the past year. Schedule syncs with Exchange / Outlook making it easy to see your work schedule on mobile devices. Tech support is responsive and knowledgeable. Integrates with so much, makes doing IT work much more organized. Review collected by and hosted on G2.com.
The Expense. It is very much a "premium" product. Monthly fees are considerable, almost everything is an add-on, and as of the past few years, it feels like there is a concerted effort to upsell every partner into more products / services. That being said, it's like being made to eat delicious cake. You're disappointed that it's a force, but it's an enjoyable experience. Review collected by and hosted on G2.com.
I like how i'm able to automate some processes and keep contact information all in one place for the most part. I do like the ticketing system, it's something i've gotten very used to over the years. It does outline my schedule on the home page and it seems very personalized at the same time. It also provides internal links that could be useful for success in my role. Overall pretty user friendly. Review collected by and hosted on G2.com.
Even though i'm able to automate some things, there is still a good amount of human error that occurs. I also find that it can be organized a little bit better. I have found issues with the outlook extension. Is there a way to better that? Review collected by and hosted on G2.com.
It's great for managing a service board as a closed loop system and customer contacts. Easy to use, and install. Review collected by and hosted on G2.com.
I feel the report writer could be a little more intuitive. Certain features only get added if enough people vote, when they should be added immediately Review collected by and hosted on G2.com.
My current position as a Help Desk Analyst introduced me to ConnectWise after years of using competing products. I had heard about ConnectWise, but never had the time to get properly introduced. As part of my onboarding, I spent several weeks going through ConnectWise University, a fantastic training program for intermediate and advanced users. The ability to revisit the ConnectWise University to expand your knowledge of the tool really adds value to ConnectWise. Many other ticketing systems have a knowledge base, but few provide as much depth as ConnectWise U. Any tool is only as effective as the person using it, so having training options like ConnectWise University empowers the user to go farther than they could on their own with what is a very powerful ticketing and business management system. Review collected by and hosted on G2.com.
Because of the power and depth of the system, it can be somewhat daunting to familiarize yourself and take advantage of all that ConnectWise can do. Fortunately, the University aids in some of this, but there really is no replacement for first hand experience. It took me about a week to get comfortable performing my daily tasks in connectwise, but at the end of that time I was able to start advancing my knowledge and utilization habits.
From time to time we have some slowness issues with the system. I believe this is due to our hosting situation for the application, so I don't think that's a knock on the product, but wanted to include it. Additionally, the mobile app for iPhone is somewhat antiquated and not very intuitive. It would be nice to easily be able to record time in a ticket from a mobile device. Review collected by and hosted on G2.com.
In an office with 27 employees Connect Wise helped us to stay in the loop with each other and with the client. We were able to add in updates on tickets right away as well as send emails to specific employees or clients. The calendar app worked great for setting reminders and team meetings. One of the main uses was for scheduling purposes and we were able to assign tasks to specific employees within their team. In an office were there are a lot of "hats" floating around Connect Wise is a great tool to help keep everyone engaged and on the same page. Review collected by and hosted on G2.com.
There are so many uses for Connect Wise and with the constant updates having a new employee beginning it could be a bit daunting but overall the program is great. Review collected by and hosted on G2.com.
ConnectWise is a very mature product with a mature feature-set. It is also very extensible so you can use just the core product or plug in other elements from quoting to RMM and much more. Review collected by and hosted on G2.com.
As ConnectWise has grown rapidly, the quality of the sales department is hit or miss. Sometimes you get a great sales person but, sometimes, you don't. Review collected by and hosted on G2.com.
