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ConnectWise

ConnectWise PSA

Composite Score

7.5 /10

CX Score

7.6 /10

54 Reviews Write a Review

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.

Company Details

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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

Mat D.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Great and powerful psa tool.

Likeliness to Recommend

10 /10

What differentiates ConnectWise PSA from other similar products?

Power and capabilities of what it can do.

What is your favorite aspect of this product?

Powerful tool.

What do you dislike most about this product?

Sometimes can be quite a learning curve to get something completed.

What recommendations would you give to someone considering this product?

Invest time into building it out properly.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Joe T.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Do NOT use for AV integration. Wrong Product

Likeliness to Recommend

1 /10

What differentiates ConnectWise PSA from other similar products?

The ticketing system was pretty good.

What is your favorite aspect of this product?

ConnectWise sell was a pretty decent quoting tool. It allowed for options and different ways to calculate additions and subtractions for said options. It allowed us to place a scope of work in there and it was formatted pretty well. ConnectWise sell was the least-worst aspect of this software. It actually worked properly and we're mostly satisfied what we were trying to do. Copying and pasting from D tools also worked pretty well.

What do you dislike most about this product?

Connectwise Manage was a total nightmare for a AV integration company. There was no connection between connect wise sell and the connectwise manage for the actual project. No intuitive way to do customer changeorders or internal changeorders. Could only view 200 lines at a time with ZERO effort from connectwise to fix that. We had to hire a FULL TIME ADMIN to handle the ridiculousness of connectwise manage because no one had time to deal with all the problems.---We we're trying to focus on the project itself not the stupid software. Solutions 360 is the correct software for an AV integration company. Not connectwise.

What recommendations would you give to someone considering this product?

I'm assuming if you're I.T. and you do I.T. services its probably pretty decent. It is NOT the right fit for construction or an AV integration company. Solutions 360 is the right fit for AV integration not Connectwise. Connectwise is not really a project focused software.

Pros

Unique Features
Efficient Service
Caring
Respectful

Cons

Inhibits Innovation
Slower Product Innovation
Less Performance Enhancing

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

How We Deliver

ConnectWise PSA

What is ConnectWise PSA?

Company Details

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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

Mat D.

Great and powerful psa tool.

Likeliness to Recommend

Pros

Joe T.

Do NOT use for AV integration. Wrong Product

Likeliness to Recommend

Pros

Cons

Liam B.

The complete management platform for MSP's

Likeliness to Recommend

Pros

Cons

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Title

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