ConnectWise PSA

Score8.2 out of 10

384 Reviews and Ratings

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.

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Screenshot of Service Ticket Example

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

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

Jason Parsons View profile

Consultant in Information Technology at Bam Boom Cloud (51-200 employees employees)

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

Tammy Kerr

Controller in Finance and Accounting at Sunset Technologies (51-200 employees employees)

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

Eileen Wilson View profile

Owner in Professional Services at Pivotal Crew LLC (1-10 employees employees)

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

Verified User

Manager in Customer Service (11-50 employees employees)

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

Verified User

Manager in Corporate (1-10 employees employees)

Use Cases and Deployment Scope

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.

Pros

Invoicing
Reports
Service Board
Reporting

Cons

Exchanging Equipment
Sales Tax
More Customizable Reports

Return on Investment

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

Usability

Salesforce Sales Cloud

Datto Autotask PSA

Rev.io PSA

ConnectWise PSA

What is ConnectWise PSA?

Media

Key Features

Top Performing Features

IVR

Social integration

Ticket creation and submission

Areas for Improvement

Internal knowledge base

Customer portal

Expert directory

Reviews

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Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

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