ConnectWise PSA

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.

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

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.