ConnectWise

ConnectWise PSA

Composite Score

7.7 /10

CX Score

7.7 /10

57 Reviews Write a Review

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What is ConnectWise PSA?

Best practices in project management require two essential elements: collaboration and coordination. ConnectWise gives you both, ensuring a smooth-running project from beginning to end. Whatever you can imagine from a project management tool, you can do with ConnectWise and its integrated project management capabilities and system-generated templates.

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ConnectWise PSA Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ConnectWise PSA.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

1
Since last award

88 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 79%
Negotiation and Contract:: 68%
Conflict Resolution:: 76%
Strategy & Innovation:: 63%
Service Experience:: 79%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+74 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ConnectWise PSA?

4% Negative

8% Neutral

88% Positive

Pros

Respectful
Reliable
Efficient Service
Fair

Cons

Slower Product Innovation

Feature Ratings

Average 77

Security

Resource Management

Task Management and Workflow

Team Collaboration

Expense Detail Tracking

Knowledgebase

Auditability

Time Management

Project Management

Reporting

Process Automation

Vendor Capability Ratings

Average 75

Breadth of Features

Ease of IT Administration

Business Value Created

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Ease of Customization

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support

ConnectWise PSA Reviews

Liam B.

Role: Information Technology
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

The complete management platform for MSP's

Likeliness to Recommend

7 /10

What differentiates ConnectWise PSA from other similar products?

Reliability, breadth of features available and how they seamlessly integrate with other ConnectWise products. In our case this relates to automate. The configurations integration in manage is a huge part of our workflow.

What is your favorite aspect of this product?

Integration with Automate

What do you dislike most about this product?

Support: Often I have found that simple queries have requires multiple levels of escalation and in some rare occurrences have not produced any meaningful answers. That being said comparatively speaking Connectwise support is not overtly bad

What recommendations would you give to someone considering this product?

Make the most out of the product integrations as these can streamline your workflow considerably. Also use mange to its strengths which in my opinion is using it to synchronize the efforts with your teams by enabling everyone to understand what the others is working on at any given moment

Pros

Reliable
Saves Time
Respectful
Performance Enhancing

Cons

Slower Product Innovation

Presh M.

Role: Information Technology
Industry: Telecommunications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

Great Product for small organizations!

Likeliness to Recommend

8 /10

What differentiates ConnectWise PSA from other similar products?

- Ease of Use and intuitive UI - Awesome Customer Support Team - Top notch content delivery by ConnectWise Academy One can very easily navigate between different boards in a matter of few clicks. Audit trail feature is useful to understand who made changes to a particular Service Ticket. Provision to automate duplicate ticket creation on a separate board used exclusively by us to reduce the manual workload on the team's resources.

What is your favorite aspect of this product?

I enjoyed the simplicity of the UI which is capable of beating even the best ones out there. The similarity between different screens and able to jump between different ones without any inconvenience. It made my life so easy as a support professional when I had to quickly look for a particular ticket not knowing to which department it belonged to . All i had was a specific keyword and UI knowledge to reach the location in order to access the required information without making any errors or creating unwanted changes within the system.

What do you dislike most about this product?

It is ideal for small organizations which are not complex enough and do not process large scale orders. This is due to the several features which are missing which hinder collaboration and flow of information between different departments - One cannot put in a member of a department within internal notes section but has to send an email using discussion tab where there is a risk of email going to the customer itself which is represented by small boxes and in case when one is in a hurry which more often than not one is, sets a chain of events enough to put you in a tight spot.

What recommendations would you give to someone considering this product?

When there is not enough need to look for incomplete information in the form of keywords parsing large amounts of data along with the need to collaborate with tight SLAs, then ConnectWise is ideal for you.

Pros

Efficient Service
Respectful
Client Friendly Policies
Security Protects

Cons

Slower Product Innovation
Commodity Features
Wastes Time

Harry Q.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

Likeliness to Recommend

10 /10

What differentiates ConnectWise PSA from other similar products?

Easy to use

What is your favorite aspect of this product?

Good Support

What do you dislike most about this product?

Customization

Pros

Performance Enhancing
Enables Productivity
Effective Service
Inspires Innovation

ConnectWise PSA

What is ConnectWise PSA?

Company Details

Book a Free Demo Today!

Awards & Recognition

ConnectWise PSA Ratings

84 Likeliness to Recommend

1 Since last award

88 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+74 Net Emotional Footprint

How much do users love ConnectWise PSA?

Chart

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Security Permits customers to use their identity provider of choice to manage their sign on

Resource Management Define and manage skillsets and align to specific blueprints/workshops, easily adjust and delete bookings based on resource utilization and staffing needs

Task Management and Workflow Supports triggers and events for process automation.

Team Collaboration Allows multiple users to comment on, mark-up, annotate, or edit a document. Provides team sites, workspaces or other landing areas that enhance productivity.

Expense Detail Tracking Expense information related to the expense, including reason, attendees, project and/or client information, and whether an expense is re-billable to a client.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Auditability All changes to contracts are fully audit-trailed to improve controls

Time Management Includes time tracking or recording, automatic timer, and timesheets.

Project Management Plan all resources needed to execute projects

Reporting Straightforward data storage with ability to create any reports easily.

Process Automation Supports process design with a point-and-click interface that lets user build processes

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

ConnectWise PSA Reviews

Liam B.

The complete management platform for MSP's

Likeliness to Recommend

Pros

Cons

Presh M.

Great Product for small organizations!

Likeliness to Recommend

Pros

Cons

Harry Q.

Likeliness to Recommend

Pros

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Feature Ratings

Security

Resource Management

Task Management and Workflow

Team Collaboration

Expense Detail Tracking

Knowledgebase

Auditability

Time Management

Project Management

Reporting

Process Automation

Vendor Capability Ratings

Breadth of Features

Ease of IT Administration

Business Value Created

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Ease of Customization

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support