ConnectWise

ConnectWise PSA

Composite Score

7.5 /10

CX Score

7.6 /10

54 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.

83 Likeliness to Recommend

87 Plan to Renew

77 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

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.

+72 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
Leverages Incumbent Status

Feature Ratings

Average 76

Security

Task Management and Workflow

Resource Management

Team Collaboration

Project Management

Auditability

Time Management

Expense Detail Tracking

Knowledgebase

Reporting

Process Automation

Vendor Capability Ratings

Average 74

Breadth of Features

Ease of IT Administration

Quality of Features

Business Value Created

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

Tom C.

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

Validated Review

Verified Reviewer

Submitted Dec 2021

Great ticket management tool!

Likeliness to Recommend

9 /10

What differentiates ConnectWise PSA from other similar products?

ConnectWise is different from other products as it is super easy to assign resources to tickets created and manage work flows. This tool is critical to our service desk and we couldn't operate without it. The ability to also add multiple email connectors in allowing us to create a white label solutions helps the business.

What is your favorite aspect of this product?

One of my favourite aspects is the Project Board. This really helps keep track and organise installations for our customers. The time management is also really beneficial as it gives us an understanding how long is spent on a solution.

What do you dislike most about this product?

The reporting takes a lot of setup and fine tuning to be able to use accurate reports that actually mean something. Instead of using its internal reporting, bright gauge is a much better tool to use which integrates into connectwise

What recommendations would you give to someone considering this product?

I would recommend this product for small to medium size businesses. It is great to manage tickets and recourses with multiple services boards. The scheduling also works really well but you first need to understand roughly how long the job is going to take to be able to schedule the next job.

Pros

Helps Innovate
Reliable
Performance Enhancing
Efficient Service

Joe W.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2021

Slow and clunky but does the job.

Likeliness to Recommend

7 /10

What differentiates ConnectWise PSA from other similar products?

Many companies have to use different softwares to accomplish the same thing, however Connectwise will do all of this within one software. This make things much easier.

What is your favorite aspect of this product?

Dashboards provides a clear overview. The workflows to manage processes and set reminders are very handy and extensive. also being able to tag the resources needed unique to every ticket or project is great.

What do you dislike most about this product?

The report writer is slow and clunky to use, not very user friendly.

What recommendations would you give to someone considering this product?

I would say that you have to go through quite a lot of training to really use the software to its full potential; although I guess this is somewhat expected due the power of the software. Definitely well suited to a business that has lots of service work.

Pros

Trustworthy
Helps Innovate
Reliable
Performance Enhancing

Cons

Less Generous
Under Delivered

Bradley F.

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

Validated Review

Verified Reviewer

Submitted Nov 2021

Brilliant product, but needs tweaking.

Likeliness to Recommend

8 /10

What differentiates ConnectWise PSA from other similar products?

I haven’t really had the chance to use other products. Prior to using Connectwise Manage, we organised IT support calls via email, which was messy. Not sure if any other products have this, but the global search function is great. You can search every record on the database straight from the top bar.

What is your favorite aspect of this product?

The auto email responses and auto call logging is very good. It will pick out the site address and customer email itself and auto fill those fields.

What do you dislike most about this product?

The one and only think I have to complain about, is there is now client for MacOS. The client is Windows only. I currently use the web browser, which has all the same features (now) however a client would look much cleaner.

What recommendations would you give to someone considering this product?

It sells itself really. I spoke to someone who I work closely with from a different company who was looking for new software. I gave him a demo of Connectwise and they purchased it the next day.

Pros

Helps Innovate
Transparent
Continually Improving Product
Reliable

ConnectWise PSA

What is ConnectWise PSA?

Company Details

Book a Free Demo Today!

Awards & Recognition

ConnectWise PSA Ratings

83 Likeliness to Recommend

87 Plan to Renew

77 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+72 Net Emotional Footprint

How much do users love ConnectWise PSA?

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

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

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

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.

Project Management Plan all resources needed to execute projects

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

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

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

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.

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.

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.

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

Tom C.

Great ticket management tool!

Likeliness to Recommend

Pros

Joe W.

Slow and clunky but does the job.

Likeliness to Recommend

Pros

Cons

Bradley F.

Brilliant product, but needs tweaking.

Likeliness to Recommend

Pros

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Feature Ratings

Security

Task Management and Workflow

Resource Management

Team Collaboration

Project Management

Auditability

Time Management

Expense Detail Tracking

Knowledgebase

Reporting

Process Automation

Vendor Capability Ratings

Breadth of Features

Ease of IT Administration

Quality of Features

Business Value Created

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