ConnectWise PSA

4.1 (246)
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A PSA Tool Designed To Run Your As-a-Service Business

About ConnectWise PSA

ConnectWise PSA (formerly ConnectWise Manage) is a business management platform designed to run your technology solution business, connecting everything to allow for superior service delivery, know your business better, discover full-visibility billing, and handle handoffs without hiccups. The workflow rules defined in ConnectWise ConnectWise PSA cover all areas of the business, from sending targeted marketing campaigns, to tracking service delivery through service level agreements, to invoice creation and financial management. The app can be used for help desk and ticket management, project management, time tracking, customer relationship management, cloud application management, monitoring and billing, technician dispatching, asset tracking, billing and invoicing, procurement, inventory management and more.

ConnectWise PSA offers a solution to streamline IT, with automation options for incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management. The customizable dashboards and reporting tools give detailed insight into all your most critical KPIs. ConnectWise PSA also comes as a mobile app for dealing with service requests and access data on-the-go.


Key benefits of ConnectWise PSA

  • Billing & Invoicing: Use ConnectWise PSA's smart contract management to manage service contracts with agreement automation. Automate invoicing from service ticket data and sync payment details from your accounting system.

  • Project Management: Create work plans and timelines and get detailed reporting on progress. Use the workflow engine to set deadlines and receive notifications of overdue tasks. Also includes a sales-to-project conversion tool.

  • Helpdesk Management: Includes a ticketing system with workflow automation, SLA and performance monitoring and access tickets on-the-go from mobile devices.

  • Reporting & Dashboards: Dashboards show overviews as well as detailed explanations of KPIs. You can also use the custom report writer in ConnectWise PSA to generate reports on whatever you want.

  • ITIL Processes Automation: Use ConnectWise PSA to automate the full range of ITIL process, including:
    incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management.

  • Cloud Services: Manage, monitor and bill for key cloud applications like Microsoft Office 365. Provide exceptional customer service to your clients and proactively address downtime.

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    4.1 (246)
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    US$26.00
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    Reviews

    Overall rating

    4.1 /5
    (246)
    Value for Money
    3.8/5
    Features
    4.1/5
    Ease of Use
    3.7/5
    Customer Support
    3.7/5

    Already have ConnectWise PSA?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 246
    Angela
    Angela
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Robust software

    Reviewed on 24/05/2021

    The support is really good, which is important as sometimes the settings are hard to get right. I...

    The support is really good, which is important as sometimes the settings are hard to get right. I wish they had had better advice on the setup between Connectwise and Quickbooks as it took a while to get things flowing correctly.

    Pros

    There are a lot of built-in features. It is good for being able to share information between departments. However, there are so many different features, it can be overwhelming for new employees when they first start. It seems to take people a while to really get the hang of it. It is nice having sales being able to see the same invoices as accounting, which saves time of having to send them to them when they have questions.

    Cons

    The reporting features. While they have a report writer, it is quite difficult to use. It is also chronically slow to load. The second thing is it also seems like in the last year I've had more of my tabs lock up in all areas.

    Drew
    Drew
    Overall rating
    • Industry: Computer & Network Security
    • Company size: 2–10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    In a world of okay tools, Manage is the best

    Reviewed on 06/04/2021

    Pros

    As an integrated PSA / Billing System / Ticketing System it functions great. In comparison to the other products in it's space it's light years beyond in functionality and usage.

    Cons

    ConnectWise support and account management leaves a lot to be desired, though there recently have been noticeable improvements and if they continue on this path they'll be a world class company once again. Manage really lacks at: CRM/Sales and a few other items. Dashboards require a third party add-on. It's base functionality is decent but everything else is a pay for me option.

    Alternatives Considered

    Rev.io

    Reasons for Choosing ConnectWise PSA

    2014

    Switched From

    Freshdesk and Autotask PSA
    Charlie
    Overall rating
    • Industry: Computer Networking
    • Company size: 2–10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 4.0 /10

    Manage hosted version is so slow it will cost you most in terms of time

    Reviewed on 30/12/2020

    Toma Bravio and Connectwise do not care about their clients AT ALL! Connectwise will teach you new...

    Toma Bravio and Connectwise do not care about their clients AT ALL! Connectwise will teach you new levels of frustration as you try to get it to do what you want or just to operate at an acceptable speed. Before purchasing this product I really wish I had fully demo'd everything else. Try dealing with their support. Call current clients using it. Research before buying! After Toma Bravo bought this company things got really bad. They used to make regular progress to features and functionality. Since the TB buyout they just buy other companies that fix some aspect of Manage (like buying IT Boost for documentation in lieu of their "knowledge base"). Third party integrators that don't play ball with Manage's team have their products harmed. Like when Manage wanted to get users to use their payment portal, they broke the viewability all custom invoices from the ConnectBooster payment portal for several months. Shop around!

    Pros

    Manage integrates with almost everything that MSPs use. It does a good job as a centerpiece to all of the other software. It excels at letting ticket management be as detailed as you could possibly want. It has a lot of partially developed features that can still be made use of. It has a detailed report writer capable of making any report you can figure out how to make.

    Cons

    Connectwise Manage is super slow! (Can't stress this enough!) It will cost you a fortune in lost tech's time as they want to enter things end of week/day because it is so frustratingly slow. A fast click in this software is like 3-5 sec. Slow clicks will be 10-30 seconds. "Normal" clicks by the company's definition will cost between 3-8 sec before support will recognize there is an issue. Second detractor, most of the features are just introductions to the functionality designed to get you to buy another system. For example, it has a quoting engine that you can't modify the quote template at all (like to add disclaimer text or a logo or instructions or anything) because they have another costly program called Sell. Sell way over does the quoting feature (adding in so much functionality, complexity and cost that it is prohibitive to use for most shops). Knowledge base lol lol lol. Demo it first!! If you use multiple computers regularly then every time you log into a different system it kicks out your other session. The report writer takes a full minute or two to open and you will need a masters degree in that interface to make it do what you want. Regarding support, expect to be on chat for 10-60 min to get a response from a tech, depending on the issue. If your issue is related to reporting whatsoever they will refuse to assist. Then there is the high cost to it and the lockin. Once you start integrating software into it, it becomes super expensive to switch.

    Jason
    Jason
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Connectwise Manage review

    Reviewed on 21/10/2022

    It is our PSA for the entire support team and in general most of our users are happy with ut

    It is our PSA for the entire support team and in general most of our users are happy with ut

    Pros

    The scope of features and works it covers. As an MSP it supports us quite well

    Cons

    The CRM function and lack of proper Marketing capabilities

    Christopher
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Great tool, great features

    Reviewed on 26/09/2023

    Pros

    I like how ConnectWise integrates other systems and applications to help keep lots of things in less windows. Between RMM and the ticketing system, we use ConnectWise daily and some use it all day long.

    Cons

    Sometimes the features don’t work as well as we’d like it to or we wish there could be more features to make our job easier, but sometimes you have to stick with what works well and wait for the devs to work out the kinks before it’s released.

    Showing 5 reviews of 246 Read all reviews

    ConnectWise PSA FAQs

    Below are some frequently asked questions for ConnectWise PSA.

    ConnectWise PSA offers the following pricing plans:

    • Pricing model: Subscription
    • Free Trial: Not Available

    Contact sales for a quote. [email protected]

    ConnectWise PSA has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    ConnectWise PSA supports the following languages:

    English

    ConnectWise PSA supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    ConnectWise PSA integrates with the following applications:

    Acronis Cyber Backup, Auvik, Bedrock Data, ConnectWise Automate, ConnectWise CPQ, ConnectWise Cybersecurity Management, ConnectWise ScreenConnect, Constant Contact, Dynamics 365 Business Central, Google Calendar, Jira, Kaseya VSA, LogicMonitor, MSP360 Managed Backup, Microsoft Dynamics GP, Microsoft Dynamics SL, Microsoft Outlook, NinjaOne, OpsGenie, QuickBooks Online, QuickBooks Online Advanced, Sage 50cloud Accounting, Salesforce Sales Cloud, The Email Laundry, Webroot Business Endpoint Protection, Xero, Zapier

    ConnectWise PSA offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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