ConnectWise PSA

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.

• 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.

Datto Autotask PSA and ManageEngine ServiceDesk Plus

N-able Passportal, NetSuite ERP, QuickBooks Desktop Enterprise

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.

• Advanced understanding of profitability
• Advanced understanding of capacity/utilisation

Datto Autotask PSA, HaloPSA and Kaseya BMS

BrightGauge, IT Glue

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.

• Management Support Requests
• Managing Projects
• Managing Sales

ConnectWise CPQ

QuickBooks Online, QuickBooks Desktop Pro

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.

• 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.

Datto Autotask PSA and Zendesk Suite

Axcient x360Cloud, Axcient x360Recover, Axcient x360Sync, ConnectWise Automate

We use ConnectWise PSA in all aspects on the business. I work in Accounting and it is super efficient at creating reoccurring invoices, tracking costs, generating reports, and a seamless integration with QuickBooks and our payment processor. Our technicians also use it for managing the support and professional services board which also easily queues up invoices for billable time.

• Increased in revenue, capturing all renewals
• Increased in payment from clients, less collections
• Increase in employee time to work with clients, versus having to enter everything multiple times in different systems