494 ConnectWise PSA Reviews
Overall Review Sentiment for ConnectWise PSA
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This product is our primary LoB application for our clients, and I love the ease of use of the product. Finding contacts, service tickets, time sheets, and the various service boards is extremely easy to locate and work with. Review collected by and hosted on G2.com.
Sometimes the Desktop application locks up or makes you clear cache before logging in to it, which I find frustrating with the heavy workload. Review collected by and hosted on G2.com.
The ability to assign tasks and opportunities has been an instrumental piece for my company. With so many employees in different locations, we've been able to pass opportunities along to each other easily. In addition, you can send emails directly through ConnectWise either to the customer or to a team member. It is easy to track expenses as well as do quoting. Review collected by and hosted on G2.com.
It takes a while to load and navigate from page to page, and there isn't an easy way to pull information or do mass updates to specific accounts. It's out of date compared to many of its competitors, and some tasks to complete take far too many steps to do. Review collected by and hosted on G2.com.
Allows us to keep our tickets moving and tracked. One platform for work and billing through for all types of services we provide. Review collected by and hosted on G2.com.
Support and enhancements. Connectwise isn't doing a lot to better things from the viewpoint of the people using it day to day. Review collected by and hosted on G2.com.
It typically integrates with most MSP tools, and there is often a manual workflow or process you can set up for most items needed as an MSP, but that's the best I can say. Using ConnectWise daily is miserable. Review collected by and hosted on G2.com.
Where do I begin?
The most significant "feature release" in the last 18 months was the ability to add rich text and custom hyperlinks in an email! All development and features are completely stagnant.
When we experienced a significant security event, support was very slow and there is no ability to get someone on the phone. There is only chat support, and you usually have to explain the issue 3 times before someone *might* understand. When you email in a ticket on a somewhat urgent issue, you won't get a response for at least a week. They will ADD licenses and charge you immediately, but if the sales team makes a mistake and charges you for an extra license, it will take WEEKS to get the issue corrected, and you will be charged for an expensive license that entire time.
Loading the interface in the browser on a Mac is consistently slow. There is only a native app for PC.
Contact management is difficult. Updating/deleting/merging contacts takes at least 30 seconds-2 minutes per contact in the browser on Mac. You can only use the native PC app to upload a CSV of contacts to ConnectWise Manage, but that only gives you the ability to upload new contacts or create duplicate contacts. As far as I'm aware, there is not an option to use a CSV upload to over-write large contact updates. You have to do those manually in the browser and that is painfully slow.
With SSO implemented, half our team can't sign into the iOS mobile app reliably, so it's difficult and time-consuming to track time entries or find client contact information on the go.
ConnectWise Manage is similar to an operating system like Linux: you have to customize all setup yourself, create your own workflows and processes, and few things work "out of the box." You need to pay a hefty initial setup fee. Our initial setup was completed by a third-party consultant, which wasn't the most helpful. We later came to find that some of the instructions they gave us were wrong. To import data from Zendesk, we needed to hire an additional company, and that process also didn't work properly. After initial setup, you need to pay ConnectWise for anything more than a basic break/fix question. If you have questions about the most efficient path to set up a process or how to write any custom reports in their Report Writer module, you will need to pay hourly for their consulting, in addition to the already expensive monthly license cost.
The interface looks like it was designed in 2005. Review collected by and hosted on G2.com.
The fact that it encompasses all businesses process and centralized them. This improves accountability and productivity in the organization. Review collected by and hosted on G2.com.
It is subscription based,that may not be for everyone. Review collected by and hosted on G2.com.
What I like best is: Time entry is easy, seeing new tickets is easy, searching for current and past tickets is easy, quick access for dispatch to see schedules, products area, finding contacts and company info, its syncing integration with other programs to have updated information on configurations. Audit trails, easy to add attachments to tickets, project ticket board, can review entered time and edit entered time, internal notes sections. Web client and mobile client access if needed. Desktop software easy to install, we have cloud based so we can sign in from any device to access tickets. Multiple boards to separate tickets. Can send emails and update tickets client facing or not, can send an email and auto create a ticket with context. Outlook calendar integration for scheduling. Can view agreements info, track emails sent or not. Review collected by and hosted on G2.com.
Some things I dislike: Certain updates break functions, you'll have a normal flow working, getting used to its speed and something changes which disrupts the flow. Seems to use a lot of ram. We were in the beta builds which offered newer features, but would seem to break others more often, have since gone off of the beta builds. Review collected by and hosted on G2.com.
The ability to create recurring Agreement invoices Review collected by and hosted on G2.com.
- Product hasn't changed the UI in over 12 years that I have been using it.
- Since the sale of the business, their support is useless - completely useless.
- I called the Sydney number to escalate my issue ( a simple cancellation of agreement after 12 years of using it) and got a lady in India, who had some weird webcam chat making dinging noises going in the background, but affecting my ability to hear her over the noises.
- I spoke to my Account Manager in Sydney - and have had no escalation of support since last month.
- More than 50 emails back and forth to try and cancel my agreement which has been in place since 2008, and it's STILL not finalized. (Ticket 13976061 for anyone at ConnectWise who cares)
- You would think that after 12 years of being loyal to their company, and growing my seat count, that they would accept my email in writing to cancel the service. NO WAY!! Since July Last year - the emails are all the same!! "Sorry we tried to reach you but you didn't respond, we are closing the ticket" - HELLO!?? Nobody tried to call me, or even email back! Every email takes over 24 hours to get a reply back.
- If you're considering signing up to these clowns, seriously consider other options. I would suggest any alternative to ConnectWise. Review collected by and hosted on G2.com.
- Management of billable products and time
-Workflow rules are useful for automation but difficult to understand Review collected by and hosted on G2.com.
- The technical support team can only be contacted via Live Chat. You spend an hour having a really long, drawn out conversation and don't get anywhere. None of them have a clue what they are doing any always have to 'escalate'
- Account managers couldn't care less. If you raise a complaint about the technical service and ask for escalation they disregard your feedback and point you back to the technical team
- The reporting is extremely dated, and turning it into a usable format is an extremely manual task
- The product is very expensive compared to other solutions on the market
- There is no proper configuration user interface. Everything is configured by managing tables in a database Review collected by and hosted on G2.com.
