ConnectWise Manage

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.

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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

  • Alerts / Escalation
  • Automated Routing
  • Call Center Management
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Access Controls/Permissions
  • Capacity Management
  • Compliance Management
  • Inventory Management
  • Issue Auditing
  • License Management
  • Maintenance Scheduling
  • Patch Management
  • Remote Access/Control

View full list of IT Management Software

  • Contract Management
  • IT Asset Management
  • Incident Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management

View full list of IT Service Software

  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

View full list of ITSM Tools

  • Backup and Recovery
  • Billing & Invoicing
  • CRM
  • Dashboard
  • Help Desk
  • Issue Management
  • Live Chat
  • Patch Management
  • Project Management
  • Remote Access
  • Scheduling

View full list of MSP Software

  • Billing & Invoicing
  • CRM
  • Client Portal
  • Collaboration Tools
  • Document Management
  • Portfolio Management
  • Project Management
  • Proposal Generation
  • Quote Management
  • Resource Management
  • Time & Expense Tracking

View full list of Professional Services Automation Software

ConnectWise Manage Alternatives

More ConnectWise Manage alternatives

ConnectWise Manage Reviews

Read all reviews

Overall rating

4,1/5

Average score

Ease of Use 3,6
Customer Service 3,9
Features 4,1
Value for Money 3,8

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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, 11-50 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
Verified Reviewer
Network Supervisor
Information Technology & Services, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2020/10/12

"MSPs need to know about Connectwise Manage"

Comments: We have saved a lot of time and have increased logged tickets and time for clients.

Pros: Ikke the ability of Connectwise Manage to log tickets and that it allows my team to add pictures and documents for better tracking. I also like the mobile app so my team can add and update tickets on-site

Cons: Leaning the new ticketing system as well as integrating with Automate was a bit of a challenge. ConnetWise support was able to assist us and get it setup.

  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2020/10/12
James V.
Director
Computer Networking, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    2 /5
  • Ease of Use
    1 /5
  • Features & Functionality
    3 /5
  • Customer Support
    2 /5
  • Value for Money
    2 /5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 2019/11/01

"OVeral shocking experience"

Comments: We have literally had zero benefits working with Connectwise. Its cost us £000's and we have wasted so much time since using Connectwise..... its the single worst decisions we have ever made as a business.
We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience. Reaching out to Connectwise with a long list of issues has resulted in 4 people calling to say how sorry they are, any they WILL definaltey help but then the next update is the ticket closing - thanks.

Pros: The end of the ady when i can log out of Connectwise.
The Contract part and some automation is good.

Cons: Practically everything else:
Slow - keeps hanging when doing tasks such as save a ticket, send and invoice, close tickets - you know really important tasks which should be almost instant. absolute zero support from CW. Been told its a programming issue with bulk tasking and it will be fixed - still waiting, much like when using ConnectWise manage - always waiting.
Then there is the general support - lacking to say the least.
Then the onboarding - they say we get you completely up and running. What they should have said is You'll want to be running away by the time you come to use the product. Unless you learn it all in the onboarding process your on your own or you have to pay a huge amount more for help. They literally just churn you out and get the next lot of sheep in.
Sales team lied about how it would interact and sync with Xero. Told me the same way as Quickbooks does and then showed me how QuickBooks Desktop syncs, saying just like this.... IT DOESNT you have to pay someone else to move your data from your PSA to your accounts package REALLY @ $245 extra per month. Didnt tell me that before i signed up.
Cloud console which was supposed to save time by synchronising Office 365 licenses to contracts was often wrong, very clunky and then stopped working - another paid feature of Connectwise that didnt work.
I could go on, but you get the picture. Its not all smooth sailing and is causing lots of issues in our business. We tried to reach out to CW but they're not helping

  • Reviewer Source 
  • Reviewed on 2019/11/01
Pricilla C.
Inside Sales Support Specialist
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2020/07/28

"CRM"

Comments: As far as my use of the software, I am overall satisfied. It does everything it needs to do. Its basic but good.

Pros: Product is simply laid out and easy to use. I prefer the desktop version but we just went full web version which is fine too.

Cons: I cant really think of any features or addons that need attention. I've been working with it for a while now and have adapted fine. I know how to do everything I need to do.

  • Reviewer Source 
  • Reviewed on 2020/07/28