ConnectWise Manage

ConnectWise Manage

by ConnectWise

Who Uses ConnectWise Manage?

Made for companies that sell, service, and support technology- from managed service providers and cloud service providers to managed print, VOIP, VARs.

What Is ConnectWise Manage?

Streamline your client service processes with ConnectWise Manages powerful help desk platform. ConnectWise Manage leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise Manage's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently.

ConnectWise Manage Details

ConnectWise

http://www.connectwise.com

Founded 1982

ConnectWise Manage Pricing Overview

ConnectWise Manage does not have a free version and does not offer a free trial.

Free Version

No

Free Trial

No

Deployment

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

ConnectWise Manage Features

Help Desk Software
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Access Controls/Permissions
Capacity Management
Compliance Management
Inventory Management
Issue Auditing
License Management
Maintenance Scheduling
Patch Management
Remote Access/Control
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Billing & Invoicing
CRM
Client Portal
Collaboration Tools
Document Management
Portfolio Management
Project Management
Proposal Generation
Quote Management
Resource Management
Time & Expense Tracking

ConnectWise Manage Reviews

Showing 5 of 180 reviews

Overall
4,1/5
Ease of Use
3,6/5
Customer Service
3,9/5
Features
4,1/5
Value for Money
3,8/5
Michael W.
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    Unrated
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2016/06/29

"Long time ConnectWise user still loves ConnectWise"

Comments: I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate. Connectwise will try to sell you, quosal, connectwise, labtech. Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks. I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.

Pros: Mobile iPhone app is A W E S O M E !!!
Your clients can use the customer portal
Constant Updates
Feature request bidding system.
24 hour support
online training videos
Application blueprints, telling you which modules interact with other modules.
Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it.
QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs.
Mark invoices as paid in QuickBooks and sync to ConnectWise.
They are the biggest, so they integrate with everybody.
Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.

Cons: It can be overwhelming for small companies
The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly)
If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out.
Each user needs their own account.
don't buy the on-premise edition, you won't be able to keep up with the updates.
They update so frequently I have to update my QuoteWerks frequently,

  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2016/06/29
Verified Reviewer
System Administrator
Information Technology & Services, 13-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2019/08/28

"Good Ticketing System for MSP and IT companies"

Comments: I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company. Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind. I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users.

Pros: There are a lot of features on this platform that would be of interest to MSP's. The time entry, calendar ease, global search. Asset and configuration and contact addition is great.

Cons: One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets.

  • Reviewer Source 
  • Reviewed on 2019/08/28
Michelle D.
Purchasing manager
Information Technology & Services, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    2/5
  • Customer Support
    1/5
  • Value for Money
    1/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2020/05/06

"Good but needs work "

Comments: It is fair it def needs work and live customer support over the phone.

Pros: Fairy easy to learn and some
Features are great like service board and scheduling.
I like the ability to send my PO’s directly from the software.

Cons: Purchasing tab needs major work. You can have several back to back chats with support about the same issue and explain it the same way yet each time you get a completely different answer from each agent

  • Reviewer Source 
  • Reviewed on 2020/05/06
Michael H.
President
Information Technology & Services, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    2/5
  • Ease of Use
    2/5
  • Features & Functionality
    3/5
  • Customer Support
    1/5
  • Value for Money
    1/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 2020/05/15

"ConnectWise is a horrible company and has mediocre products"

Comments: Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team.

Pros: ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.

Cons: It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale.
If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months.
ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.

  • Reviewer Source 
  • Reviewed on 2020/05/15
Yeprem A.
Systems Administrator
Information Technology & Services, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    2/5
  • Features & Functionality
    3/5
  • Customer Support
    4/5
  • Value for Money
    2/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 2020/02/12

"Complete solution but slow as molasses"

Pros: Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well. The mobile app is horrendous.

Cons: Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow.
Gigabit internet connection at home and at the office, slow.
Brand new 8th gen CPU desktop with SSD. Slow.
Laptop. Slow.
It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.

  • Reviewer Source 
  • Reviewed on 2020/02/12