Connectwise PSA Review

PROS: It's a very very powerful program, lots of setup that can be done to optimize the system. Setup is the key!

CONS: It can have a steep learning curve as it's a big program.

PROS: We started off with Autotask then migrated to Kaseya BLM (it was a total disaster) then to this tool. We loved CW the moment we opened it. It's comprehensive and robust platform that everyone should have. RMAs and tracking of inventory has been excellent. It's easy to key in notes, products, and time.

CONS: It would be nice if more keyboard shortcuts are added for certain routine actions. It appears to be bit plain. To be honest, the aesthetics appear to be useless if the tool itself won't function like it's supposed to. I always settle for functionality over everything else.

PROS: Perhaps, the most beneficial for me as a quality analyst is to be able to search within. I can quickly find what I'm looking for even with just a few details. Its integration with other tools is also a big plus!

CONS: It's taking its time with the maintenance. Customization options are somewhat limitless you can hardly know what's available you can almost assume that it can do what you want.

PROS: ConnectWise has been valuable in terms of managing the in-house workflow, projects, service tickets, and attendance. It's also a big help for the management of tasks such as task assignments and for sales activities. It's an all-in-one application that also improves work productivity.

CONS: The user-design needs to improve and maybe they could make it a little user-friendly too.

PROS: I am very happy to use ConnectWise because it is built specifically so that businesses can customize functionalities to suit their needs. We make several boards and allow access for specific departments so they can only search for tickets under them while I can still track tickets using their data, attachments, and configurations.

CONS: Though it's incredibly flexible, the design needs to have an upgrade as most of the items on the menu are a bit confusing. The stability of the app is also another thing that I dislike. There are errors when logging in and also the reports have a lot in detail. Recovery of reports is difficult too.

PROS: I like how it can easily integrate into my everyday activities.

CONS: I don't like the latest single sign-on functionality. I think it's a little short.

PROS: We love its on-premise feature. We like how it's seamlessly running on our own server and how it's tied down to our very own SQL data. Keep in mind that on-premise can done as your own AWS instance. For those running a small or medium-sized Managed Service Providers, Connectwise is recommended since it's a complete system.

CONS: The tool is originally based on the .NET medium. Because of this, it's beginning to unearth its age. The latest version happened to move on he latest .NET functionality set. What's more, it's working perfectly well with 365. So that's a good thing.

PROS: One of the best things with this software is flexibility. There are plenty of modules for just about anything you need. It's even capable of building and running reports based on what you've contained in the platform. Making list views to look into things the way you want them to is super easy.

CONS: The UI doesn't seem to be the most intuitive. Menus are usually embedded within menus. Since the software is powerful, there have been instances where I struggled to find what I really needed. For instance, I had a difficult time seeking a place to add in subcategories and categories.

PROS: I love their service. Great service ticket management system! Manage enabled us to set priorities on incoming request. It triages from the most important ones to the least. When it comes project tickets, it gave me the ability to look into anything and schedule things in an efficient manner.

CONS: It seems the permissions trees have grown a little wild since the last set of updates that included new features. We're noticing how specific job roles are incapable of doing things. We had to isolate the changes ourselves and do fixes on the permissions.

PROS: One of its standout features is flexibility. It's the most robust area for a tool like ConnectWise Manage. You can search by any ticket attribute. That made everything that I do as a process manager easier. I get to search thing by status and see almost eveything under the build/repair status.

CONS: The tool isn't perfect. I was hoping I can customize things on it so I have the ability to switch from one task to the next. I usually keep a bunch of tabs open. So, it'd be great if I have some kind of option to label each one in terms of how I use each one.

PROS: I'm currently working as a help desk analyst. I was introduced to Connectwise after utilizing other products like it. I did hear about Connectwise over the years. Thing is, I was never formally introduced to it. Since using it, I was amazed at what it can do. The ConnectWise University was an unbeilable program that broadened my knowledge of this great tool.

CONS: Due to the depth and robustness of this tool, it appears to be a little daunting trying to be familiar with it as well as trying to make the most of it has to offer. The good thing though is how the University can help out when needed. But it can't replace my firsthand experience with it.

PROS: Features seen in Connectwise is nothing short of amazing. It's really great to work with. It has its complexities initially. Navigating all its windows takes a bit of adjustment. Its own Connectwise University is handy. I find its ticketing module to be an outstanding functionality.

CONS: There have been instances when "saving" my records wouldn't function as intended. All the data that I entered ended up not being saved. I was forced to key everything in again. Otherwise, the tool was far better than other third party sofware in the past.

PROS: One of the greatest things with ConnectWise Manage is its versatile solution. It can address a majority of business functions in a single platform. While there's no such thing as a perfect tool, this end-to-end practice platform is one of the best for IT service firms.

CONS: Their customer policies and support process is a nuisance. They seem to curb phone conversations. As a matter of fact, it seems like they don't want to interact with anyone. While it's understandable that they're dealing with a ton of calls, other competing companies are more approachable.

PROS: I love its functionality. I like how we can come up with our own email marketing campaign. It saved us a lot from paying other services. We get to make our own HTML email the way we want to. In addition, we can send out a survey or other follow-ups. We can see which recipients opened our email.

CONS: Like any cloud-based firm, there will be occassional outages. We went through a few short outages the past couple or so years. But tech support came to rescue via chat. They've been very helpful no matter how big or small the problem is. What's more, they're also aware of the problems happening.

PROS: I like the fact that you can keep everything organized in the system. If I'm in need of seeking an older ticket from several years back that contains essential data, I can simply do that without exertung any effort. There are different categories for organizing tickets and they range anywhere from summary description to ticket age.

CONS: I don't like how it would frequently go down. It appears as if there are server problems happening every few weeks. The server itself is hosted by Amazon. While Amazon is a dependable host, it would seem as if there are frequent problems that need addressing.