Avis clients sur ConnectWise PSA

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.

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.

We primarily purchased Manage for its Ticket facility. It now integrates all of our departments, including finance, support, sales and procurement.

Most of the gripes over the years, have been resolved to be honest, though regular updates. In terms of pricing, it's not the cheapest out there. But it does the job well. I guess the support has been better in the past. More often that not now, if you get a problem, it's rarely a quick fix. It has to get escalated etc.

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.

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.

I love how much you can do in this software. I feel like everything you need is in connectwise manage and its a great way to keep an MSP's cost down by adding this to complete everything you need from sales to tickets to project portals.

The support can be a bit off most of the time its guesswork. Which is done by the IT person usually first but the chat option can be tiresome sometimes.

It's super customizable, with a very extensible API and integration capabilities, allowing us to centralize so many of our systems and daily tasks into one platform.

Initial customization and training of staff has taken some time, but and some staff still have issues with managing Internal vs. External communications.

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.

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.

As much as I hated this ticketing system, it's come to grow on me. This system is robust. It's really hard to implement if you are coming from your own systems. Once you customize it gets a bit easier. Also it's super important to establish workflows for techs. Otherwise it's really difficult to navigate. However i have gotten used now seeing my calendar with time overlays which helps keep me on track. The calendar for me is my favorite part to be it's central for working because it allows you to work the rest of the portal.

I came off of TeamSupport which had the ability to insert Rich Text into tickets which made my visual way of working much Easier. Connectwise does not have the ability to do that. It's super clunky and makes it painful to attach screenshots. I also wish the global search feature was much better.

Having software that enables us to run our business end to end is a great benefit, rather than having to use separate systems.

Workflows are incredibly powerful for taking out the human error factor, and for ensuring people do the right thing. This improves the quality of work.

ConnectWise support has always been great for me, with helpful, quick responses

Ongoing management and finding your way round the back end is quite difficult, although not too bad when you get the hang of it.

Releases often don't seem to be tested well enough and often cause additional issues.

CW Manage inmediately catches you with the various tasks you can perform and how you can configure it, from entering it in the sales area, marketing, support services, project, management, among others.

Each update delays its entry but its service is sustainable, but for some it turns out to be a complex system that ends up abandonning it to be able to work in which you must have experience.

There are so many features. You can use this for timesheets, project management, ticketing, sales, etc...I think it's a great ticketing system. You can assign people, set alerts, and manage boards the way you like. I like that there's quite a bit of customization available for views, custom fields, etc. I also love the sandbox tools; being able to test things out is great.

Using from a sales perspective is kind of a nightmare. Important contacts and companies is awful, and leads to tons of duplicates or little errors if not entered exactly right. Customer service is always available through chat, but not always knowledgable about how to fix things. Feels like a delicate system that can be messed up quite easily.

At the end of the day CW manage does what we need it to do. It's strong suits are ticketing, configuration tracking, and large of integrations. CW is one of the largest PSAs out there in the MSP world and they are stil here for a reason. Tight integration with their RMM automate is a big plus as well.

To me being a long time user I woudl like to see greater progress with updates and improving the user interface. CW from 10 years ago doesn't look much different than CW of today. While features trump usability at some point it starts to weigh you down. Especially when comparing to other platforms that seem to be up to speed with the modern age.

This is THE software for a company that provides technical services. It tracks everything from assets to travel expenses in minute detail so you can focus on building your business.

* Installation on PC
- This is a breeze, it works great out of the box for us on Windows 7 and in Terminal Services.
* Google Apps
- Works great with checking Email and Scheduling Resources through Google Apps
* Invoicing
- It was quite the wake-up call to see all the hours we were not able to bill for with our old support portal. (Just be careful to document your work properly because it becomes viewable to the client).
* Transparency
- This software lets your clients see everything going on behind the scenes, from Support Issues to Travel time. It's a must for any honest entrepreneur.

* Constat errors.
- This software produces lots of errors
* Slow Support.
- ConnectWise has very knowledgable people on staff who can work through ANYTHING that you have trouble with. Unfortunately, they are impossible to get on the phone, by chat or by email. Unless we call and call and call and call and call, we often wait days/weeks for someone to get back.
* Unintuitive Interface
- They should hire someone from Google, Apple or Syntress to rework this interface. It's so cumbersome that common tools are hidden behind clicks and clicks before you ever find them.
- There is no tour to learn the software
- It's confusing with screens that look exactly alike on every page.
- The tabs to view multiple pages are helpful but impractical, it would be better to let the information open in a new window as well.
- No HA - when its down, it's down.
* No Online Payments *Yet*

Cloud based, ticketing system was more user friendly than what we had

Implementation, support and security teams are incapable of understanding basic high security enterprise environments. Product was built to function one way and one way only, if your environment didn't conform to how they wanted it to run you had to make major security holes to implement. When partner care was contacted about terminating contract for the inability to deliver a secure product, they said "too bad, you signed the contract"

"If it isn't in ConnectWise, it didn't happen" is their mantra. CW will capture every single piece of time and expense in your company, it will manage marketing campaigns, projects and even stock.
Ours links to Kaseya and MYOB accounting but the preferred setup is Labtech and Quickbooks. Quosal quoting completes the suite to be everything a small IT company needs.

It does everything adequately and none well. Whilst it is riddled with bugs, it is getting better. Issues like stock control not being able to count are gradually being ironed out. Reports are basic bordering on non-existant - but every release improves on that.
One annoying "feature" is the ease in not doing things correctly which causes problems later on. For example you can add stock items to a service ticket but if the tech forgets to mark it as shipped then it will remain in the stock count. Why not a prompt that you're about to close a ticket with unshipped items? How about the option of not using shipping at all?
User interface if very annoying due to inconsistencies. Sometimes you have to search, sometimes you don't. If a search returns a single result, sometimes it just fills in the form for you, other times you have to select it from a pop up list of one.

This software is very powerful and a great all in one tool for managing marketing, contracts, customer service, and all other sales functions. It's pretty impressive just how many functions you have access to within the software the can really take an organization to the next level operationally if it's used properly.

The user interface isn't the most intuitive and it took me a lot of tinkering to really get the hang of it. I still am probably missing out on a lot of useful functionality within the software that I do no not currently know how to use.

It has a lot of options and can do a lot of different things. Its open source so it can be modified with a good programmer to fit individual businesses needs.

Its very clunky and hard to learn and navigate. There's many sub menu's and sub tabs for every high level tab and it can be difficult to find everything you want quickly and easily.

Ikke the ability of Connectwise Manage to log tickets and that it allows my team to add pictures and documents for better tracking. I also like the mobile app so my team can add and update tickets on-site

Leaning the new ticketing system as well as integrating with Automate was a bit of a challenge. ConnetWise support was able to assist us and get it setup.

I like the integrations (we user ConnectWise Sell, QuickBooks, Kasyea, WarrantyMaster for example). It does well in managing sales Opportunities and Service Tickets. The Workflow Rules allow us to customize actions, and Ticket Templates allow us to standardize the tasks that technicians need to follow when working a specific ticket type.

The Project Management and Knowledge Base components could use some overhaul. The user portal is a great idea in concept, but the presentation is antiquated. We would love to use it more but we would rather it look more up to date before pushing it to our clients.

ConnectWise Manage makes managing companies, contacts and pertinent information needed for day to day business needs fast and simple. Easy to navigate pages, customizations by user to quickly find what is important to my position and client specific fields and features save precious time when every moment counts.

Building customizations by user is a little time consuming and clunky to set up for the first time user. It takes practice to build the queries needed to ensure the results are accurate which can result in missing information if not careful.

The software has a lot of features, and in fairness most of them we will never use. Unfortunately, there has been nothing major released in the past few years. All new features are from acquired companies and are a hefty Bolton.

Clunky UI and can be pricey. Integrations work but never feel quite integrated. ConnectWise Manage has not progressed much over the past few years, with every update only bringing minor changes. Account Manager has lost touch and only every contacts you when there is a sales opportunity.

ConnectWise Manage is by far my favorite IT ticking software out there currently. It has helped provide much higher levels of accountability within the IT department and it constantly receiving great new features.

The implementation period takes a long time but it is very understandable once you get into it as they have a lot more to offer compared to other helpdesk systems.

I like that it connects with so many other apps to pull data and include in-depth information. The search functionality is really great to be able to look at recurring issues.

I don't like that there are some UI issues and that it auto opens items when there is only one. When you are trying to gather information is can slow the process down.

The ticketing system for help desks is easy to use and very robust. It makes for easy ticket entry by both clients and staff. Easy search functionality to use and create a knowledge base of tickets as well.

The project piece is very lacking. Dealing with Flat rate and time and materials projects in tandem makes trying to keep things on track difficult and it needs to have a gnatt chart based on billable time not just scheduled time. It also needs a way to track an overview of all projects time vs budget as well as timeline.

I enjoy the simplistic UI and how easy it is to navigate tickets and view everything you need to. It is very intuitive to use with minimal training.

The way the notes are organized when bundling tickets leaves some to be desired. The format of the notes when there is a long email chain can become cumbersome to parse through as well.

Time tracking with ConnectWise Manage is wonderful. It's very intuitive and allows for powerful job costing. The software allows for simple project management and greatly enhances project workflow. The tabbed GUI (very similar to a web browser) made it very easy to switch between the necessary boards and views to get the info I needed.

I'm not a huge fan of how the discussions flow in the GUI. It feels clumsy and I never really had a clear understanding of what the client would see when I messaged them.