#1 most frequent
United States of America
79.7%488 installations of 612
What is ConnectWise PSA?
ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology. The platform is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.
Categories & Use Cases
Media
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Screenshot of Service Ticket Example
Top Performing Features
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
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Areas for Improvement
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Who Buys & Uses ConnectWise PSA
#2 most frequent
Canada
7.2%44 installations of 612
#3 most frequent
Australia
4.6%28 installations of 612
Pros
- Efficient ticket tracking
- Streamlined time tracking
- Effective invoicing capabilities
Cons
- Limited workflow and automation capabilities
- Lack of customizable workflow rules
- Reporting limitations
ConnectWise Overall Is A Good Choice But Could Use A Few Upgrades
Use Cases and Deployment Scope
We used Connectwise PSA for all our ticketing. We need a way for a customer to contact us and have our staff be alerted quickly and to track the response and resolution both internally and for the customer. In addition to labor notes, this includes knowing everyone who has touched the ticket, any items used on the ticket, any followup needed, etc.
Pros
- Handles Incoming Customer Tickets Well
- Tracks Employee Time/Labor Well
- Tracks Product Cost of Materials Well
- Invoices Customers Properly
Cons
- Agreement Profitability Tracking - this is a feature that Connectwise could use.
- Handling Large Numbers of Tickets - internal ticketing went under our "company" and created so many that it would crash do to the number of tickets.
- Ticket Search could use improvement, if you type in the exact ticket number it wouldn't find it.
Return on Investment
- Invoicing worked much better than our other software, allowing our company to more efficiently get accurate customer data, saving time and resources.
- It initially allowed for better communication between our staff, including the technical support staff and the finance staff, allowing for better and more efficient business operations.
- It was scalable and allowed for continued growth as our company expanded, helping to minimize issues we experienced with other areas such as finance software.
Usability
Alternatives Considered
Datto Autotask PSA and ManageEngine ServiceDesk Plus
Other Software Used
N-able Passportal, NetSuite ERP, QuickBooks Desktop Enterprise
It's All About The Setup!
Use Cases and Deployment Scope
I am a ConnectWise PSA and CPQ Consultant, so I use it every day in many different environments to address many problems that are unique from client to client. We also use PSA at Pivotal Crew (my company) as well. It's our backbone for running our business.
Pros
- Time Tracking
- Ticket Tracking
- Invoicing
- Recurring/Contract Billing (Agreements)
Cons
- More workflow triggers
- Known Issues Resolved in a Timely Manner
Return on Investment
- Management Support Requests
- Managing Projects
- Managing Sales
Usability
Alternatives Considered
ConnectWise CPQ
Other Software Used
QuickBooks Online, QuickBooks Desktop Pro
Overall sufficient, but with limitation outside ticketing.
Use Cases and Deployment Scope
We use ConnectWise PSA (Manage) as our ticketing system for service tickets and projects. We also use it for receiving, and picking product for projects and sometimes services tickets. We also use Workflow Rules for a level of automatic triage. We also integrate with Automate, and several 3rd party tools that feed tickets for alerts and issues into the PSA. It also feeds into Quickbooks.
Pros
- Basic Ticketing
- Integrates with many 3rd party tools (dependent on the 3rd party for how well)
- Time tracking against clients, per tech, and across business units.
Cons
- Project ticketing, tracking, scheduling, etc.
- Workflow rules
- Reporting is challenging.
Return on Investment
- Poor project module has forced us to create and experiment with other tools, resulting in a lot of lost time and poor projects over the years.
- Poor reporting requires external tools that also adds costs, and obscures business data
- Ticketing is relatively intuitive, and has a lot of training materials, making it easy to bring on new technicians without a steep learning curve.
Usability
Alternatives Considered
Datto Autotask PSA and Zendesk Suite
Other Software Used
Axcient x360Cloud, Axcient x360Recover, Axcient x360Sync, ConnectWise Automate
Tried and True
Use Cases and Deployment Scope
We use ConnectWise PSA Manage to run the operations of our Managed Services and project business. All engineers enter time against tickets, the tickets and time track the efficiency of the agreements. We use ConnectWise to bill the clients and sync the data over to Business Central.
Pros
- Ticket Management
- Time sheet tracking
- deeply customizable
Cons
- Project management
- support for application development teams
- integration with tools like DevOps
- Custom scheduling/tech availability
Return on Investment
- Runs the business well
- with help of other tools (bright gauge/mspcfo) can get valuable data
Usability
Other Software Used
BrightGauge
Powerful, reliable PSA
Use Cases and Deployment Scope
I have been implementing, administrating and using ConnectWise PSA for over 10 years. ConnectWise can help organisations making that leap from being an IT break/fix shop to becoming a fully formed MSP. The implementation of ConnectWise PSA can replace any disparate systems being used across a business or delivery function. Allowing you to bring in a single system to fill all your needs. The main function is ticketing, but also includes Projects, Quotes, Sales, Configurations, Marketing, and more.
Pros
- Ticketing
- KPI creation/management/monitoring
- Automation
- Simple implementation
Cons
- UI needs updating
- New features dev cycle slow
Return on Investment
- Advanced understanding of profitability
- Advanced understanding of capacity/utilisation
Usability
Alternatives Considered
Datto Autotask PSA, HaloPSA and Kaseya BMS
Other Software Used
BrightGauge, IT Glue
