IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Cat avg: 8.1
Top Performing Features
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Cat avg: 8
Ticket creation and submission
Users and agents can easily enter new support requests.
Cat avg: 9.1
Ticket response
Agents can easily follow up with customers.
Cat avg: 8.8
Worst Performing Features
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Cat avg: 7.9
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Cat avg: 8.2
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Cat avg: 8.1
ConnectWise PSA Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
8.5+2%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Self Help Community
Features that allow customers to self-service for support issues.
7.9-2%
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
9.1+9%
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.1
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
ConnectWise PSA Features from the Vendor
Incident and problem management
Vendor-contributedOrganize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Subscription-based notifications
Users subscribe to notifications for ticket updates
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Ticket creation and submission
Users and agents can easily enter new support requests.
Ticket response
Agents can easily follow up with customers.
Automated responses
Common requests can automatically trigger a standard response.
Attachments/Screencasts
Agents can send attachments and/or set up screencasts to assist with support issues.
SLA management
Service level agreement management allows agents to view and adhere to the terms of a customer's support package.
Self Help Community
Vendor-contributedForums
Allows customers to engage in discussion threads about support issues with other customers and/or agents.
External knowledge base
Customers can self-service by searching through help articles.
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Q and A
Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.
Surveys/polls
Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.
Multi-Channel Help
Vendor-contributedCustomer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Live help chat
Live chat allows customers to get help via instant messaging within a software product or on a company website.
Phone support
Customers can get support from agents over the phone.
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Call scripting
Provides a script or system for guiding agents through callers' support issues.
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.