495 ConnectWise PSA Reviews
Overall Review Sentiment for ConnectWise PSA
Log in to view review sentiment.
The nice idea is that it is one system that the whole company can use it. Review collected by and hosted on G2.com.
It lacks the ability to really be used for project management or sales. Review collected by and hosted on G2.com.
Connectwise is a full featured software for IT companies and internal IT departments. Its main functions include service desk, service boards, company sections, billing and invoicing, project management, and sales. The software continues to be improved, and new features are added regularly. It covers so much ground that it is the clear market leader for PSA's to IT companies. Review collected by and hosted on G2.com.
The sales and project areas both could use some additional functionality. Visibility into sales functionality would be good. Additionally project management functionality would be good. Review collected by and hosted on G2.com.
ConnectWise incorporates most of what a service provider needs to capture, from sales and purchasing through service delivery and invoicing.
Additionally, the ConnectWise community--regional user groups, annual conference, etc.--is a valuable resource for service providers. Review collected by and hosted on G2.com.
Workflow is often confusing because there are too many ways to do the same thing, and no clear explanation of which is best, or what the implications are for choosing one method or another.
The application itself is at least a decade out of date. Advances in design and UI that make the cheapest iPhone app work well are missing from this "professional" software. A few examples: no way to search the entire database (seriously), the documentation module is extremely limited, no way to setup a payment schedule for projects, and no way for end-users to schedule their own appointments.
Reporting is an absolute mess. Review collected by and hosted on G2.com.
Array of functionality is powerful, some of the support documentation like the online university are useful in getting started Review collected by and hosted on G2.com.
Customer service and product development is awful, support do their best to cover the gaps but can only do so much. We have used the product for 4 years and have never seen a release on-time or one that did not cause more problems than it solved. Customers service and account management do not seem able to cope with the fall out from the development problems as in our experience we are met with a wall of silence. Given the investment of money and time, and the critical nature of the platform in successful service delivery not having customer support . Review collected by and hosted on G2.com.
