ConnectWise PSA

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.

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.

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.