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Über ConnectWise PSA

Helpdesk von ConnectWise Manage: leistungsstarkes Ticketsystem mit zentraler Kommunikation; lässt sich in Tools integrieren, die du derzeit verwendest.

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Vorteile:

Product is simply laid out and easy to use. I prefer the desktop version but we just went full web version which is fine too.

Nachteile:

You have to navigate to strange places to find the info you need. The updates to the system often break other features and they are not quick to provide fixes.

Bewertungen zu ConnectWise PSA

Durchschnittliche Bewertung

Benutzerfreundlichkeit
3,6
Kundenservice
3,7
Funktionen
4,1
Preis-Leistungs-Verhältnis
3,8

Weiterempfehlungsquote

7,3/10

ConnectWise PSA hat eine Gesamtbewertung von 4,1 von 5 Sternen basierend auf 240 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (240)

Jared
Jared
NOC Manager in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

CRM for the Best in the Biz!

5,0 vor 4 Jahren

Kommentare: With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local market. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there. With a friendly (now giant) team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry. You've been with the rest, now get with the best.

Vorteile:

ConnectWise Manage has enough features to essentially run your entire business out of! When it comes to tracking issues, maintaining inventory and documented details across many partners/clients/sites - this is THEE tool. Abundant resources to learn the tool exist including certification learning courses. (You're going to want to take them).

Nachteile:

Interface has been ignored for a long time - its universally uglier than ALL of its competitors. This has been massively improved over the last year and continues to get better as it is finally a focus for them after the many recent developmental hurdles they need to address from the various M&A from the last 4 years. Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this.

Glenn
IT Analyst in USA
Großhandel, 501–1.000 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung
Quelle: SoftwareAdvice

In Betracht gezogene Alternativen:

Good Product, Deployment Can Take Some Work

4,0 vor 2 Jahren

Kommentare: We used a consultant to help us get going, which was a godsend. If you're looking at this product, get a consultant to help you through implementation. Also the chat support through ConnectWise is very good, so if you have questions that's the first place I would turn after looking through the University and forums.

Vorteile:

Our company came onboard with Manage and Automate at the same time, so once we had the integration between them set up it made service tickets very easy to work. It's very customizable for however your business operates with support for the whole service lifecycle, from sales and quoting new customers all the way through to invoicing. We use it for an internal IT solution so that part isn't as important for us, but good to know it's there. Also the ConnectWise University has a lot of good material to help get you going, with training in nearly every aspect of the system.

Nachteile:

There are so many things to set up in the beginning, depending on the complexity of your business it could take months before you're ready to go live. Also, because it's meant for MSPs there are a lot of things like on the financial side that we don't need for internal IT.

Seth
President in USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Our ConnectWise Experience

1,0 vor 7 Monaten

Kommentare: In 2007, we started as a computer repair shop and evolved into an MSP with 20 technicians. This year, I made a regrettable decision: we transitioned our entire tech stack to ConnectWise, moving away from Autotask, N-able, and Zomentum. Since then, we've invested over a thousand man-hours just trying to get the system functional.We took an objective approach, documenting ConnectWise's limitations, missing features, and bugs. Our conclusion: it's a step backward from the tools we used before. Details available upon request, as we're not sharing the document publicly due to legal reasons.To make matters worse, we're in a three-year contract with little flexibility from ConnectWise to find a solution. We're even considering paying for the software without using it. If you're contemplating a switch, I implore you to learn from our mistakes. Our experience can hopefully help others make more informed choices.

Vorteile:

- The ability to easily create recurring service tickets

Nachteile:

-Workflows run on a 10-minute timer rather than constantly-Ticket templates can only be applied after creating tickets-Opportunity templates don’t exist-No way to standardize note creation that impact status and email CC-No way to standardize time entry creation using templates that impact status and email CC-Client’s e-mail address does not appear on opportunities-No way to add in-line pictures to opportunities. Only downloadable attachments-No way to add multiple resources to an opportunity’s activities-No standard approval function for approve and post process-No notify resource option for individual notes-No way to edit schedule entry descriptions-No way to add multiple tickets to a service call-No way to bookmark or favorite a client-No way to edit items added by exchange-No way to view a 5-day work week on the calendar-No way to add opportunity pods-Ticket automation regarding changing boards doesn’t allow for simply changing boards and keeping other settings on the ticket, such as status and work type-Services and products do not group under one invoice without creating an additonal invoice-To give a discount you must create a line item specifically for this.-Default billable rates changes when board changes-Can’t add more teams to the Dispatch Calendar list. (known issue)-Agreements and time/tickets can’t be invoiced together-No support for browser based predictive textNo characters for the additional 40 items on my list.

Warren
General Manager in UK
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A great solution to combine all the needs of an MSP

5,0 vor 2 Jahren

Kommentare: We signed up with Manage over 12 years ago and have never looked back. It is constantly being improved, it links our RMM tool with the CRM capabilities and provides all of our staff with their base Software to be running day in, day out.

Vorteile:

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

Nachteile:

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.

Carl
President CEO in USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Connectwise PSA provides complete automation

5,0 letztes Jahr

Vorteile:

Comprehensive and easy to use once it is configured.

Nachteile:

While it is extremely powerful it does take a fair amount of time to set up and configure.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Good Ticketing System for MSP and IT companies

4,0 vor 5 Jahren

Kommentare: I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller company. Another downer is the integration with ITGlue I think it's a bit clunky and if you add the Automate integration it almost loses it's mind. I wish there was a better way to integrate all these platforms. But mainly the rich text could go a long long way for visual users.

Vorteile:

There are a lot of features on this platform that would be of interest to MSP's. The time entry, calendar ease, global search. Asset and configuration and contact addition is great.

Nachteile:

One thing i strongly dislike about Manage is that you can't add rich text to the ticket entries not drop images which make things easier for tech just picking up on tickets.

Yeprem
Yeprem
Systems Administrator in Kanada
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Complete solution but slow as molasses

4,0 vor 4 Jahren

Vorteile:

Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well. The mobile app is horrendous.

Nachteile:

Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow. Gigabit internet connection at home and at the office, slow. Brand new 8th gen CPU desktop with SSD. Slow. Laptop. Slow. It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.

Daren
Daren
President in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Connectwise Manage

4,0 vor 4 Jahren

Kommentare: We are using this product to keep track of all our customers, their systems, software and the tickets assigned to those systems

Vorteile:

We like Connectwise Manage because it is very detailed and allows us to keep notes on all of our customers - what we have done for them in the past and service tickets for everyone.

Nachteile:

The Connectwise platform is very detailed so the learning curve can be very high when you are first starting out. Instead of importing our information, we just input everything.

Lawrence
R&D Manager in UK
Computer- & Netzwerksicherheit, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A great PSA for any MSP!

4,0 vor 10 Monaten

Kommentare: The solution overall is great, nothing is perfect and it can most certainly improve on it's quirks. I would say the the overall customer service/account management from Connectwise is lacking and could massively improve

Vorteile:

The ability to manage our sales, billing, service desk and project work from one solution.

Nachteile:

As much as there is plenty of customisation options, sometimes the most basic automation tasks either have to be set up in an unnecessarily complex way or it's not possible at all.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10.000+ Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

RMM tool for me and my team

5,0 vor 2 Wochen Neu

Vorteile:

I really like the real time monitoring and remote management. You can concurrently gather performance data. In addition, you can connect to multiple workstations.

Nachteile:

I have no negative feedback yet during the 9months that I have been using the software

Brian
Escalation Engineer in USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

CW Manage is our Mission Critical Ticketing Solution

4,0 vor 2 Jahren

Kommentare: Overall, the product works as we need it to work. When there is a problem, it is normally handled well with some exceptions. The overall customer service experience could be better. Have also read some nightmare stories about the process of leaving / migrating away from CW Manage. Hopefully we don't need to go that route in the future, as most of our processes depend on CW Manage working as expected.

Vorteile:

There is a learning curve, mainly due to how much the software can do. That does mean it can be a little complex at times, but at the same time makes it extremely powerful and flexible to fit our needs. We are able to manage tickets across our client base, including project tickets. We can create and edit configurations and attach them to the tickets (example: a server or printer), and then go back and track down ongoing/consistent issues with specific pieces of hardware or software easily. Outlook calendar integration is nice (when it works as expected). We can send out mass email communications to our client base on demand. We utilize this software in so many ways, it can be daunting to a newcomer.

Nachteile:

There is a more recent track record of updates breaking crucial things, such as Outlook calendar integration. Our on-prem instance (not cloud) of CW Manage ceased to function some months ago due to an Amazon Web Services outage, which should not have been an issue with an on-prem server instance. Level 1 support can be laughably bad at times. The company seems to be making a serious effort to improve on these things, but they still appear to have a ways to go until they are at that point of having a consistent and stable product (especially when updates are involved).

Paul
Director of Service Delivery in USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Connectwise gets the job done but could use a facelift

4,0 vor 3 Jahren

Kommentare: Overall it is a good platform and ecosystem. They have acquired many other platforms and services over the years. Being a market leader would just like to see more out of CW.

Vorteile:

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.

Nachteile:

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.

Lane
Founder in
Verwendete die Software für: Nicht angeboten
Herkunft der Bewertung

Loads of Features, Little Support

3,0 vor 12 Jahren

Kommentare: If you are starting out your operation then this could be a bit pricey to get going. However, if you are established and need to grow, I don't know how you could not find this tool invaluable. Hopefully they work on the issues that I've described and things get better.

Vorteile:

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.

Nachteile:

* 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*

Daryl
SVP, CTO in USA
Bankwesen, 501–1.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung
Quelle: SoftwareAdvice

Solid Sales Team With Abysmal Support

1,0 vor 2 Jahren

Kommentare: Horrible...sales team was excellent at promising the world, but implementation and support were terrible.

Vorteile:

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

Nachteile:

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"

Jeremy
CEO in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

ConnectWise Manage for and MSP/Consulting Company

3,0 vor 5 Jahren

Vorteile:

ConnectWise allows for a lot of customizations, works well across multiple platforms, offers a SAAS based model, has a lot of modules to utilize. Good for you beginning MSP looking for an advanced ticketing system with some bells and whistles.

Nachteile:

Support is very lacking with next to no off hours support and they try to bill you for a training project at every turn. The SAAS solution runs well until you try and utilize report writers or anything that is customized (i.e. Customer invoice formats) and then becomes extreamly slow. After you move to the Mid sized market you will find this very hard to grow or expand wth your business. And anything you want assistance will will cost you over 200 per hour to reconfigure your system.

Kim
Director of Operations in USA
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

My experience recently has been terrible

1,0 vor 6 Jahren

Kommentare: I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force.

Vorteile:

What I like most about this software is its Service Board ticketing system and that they have a variety of third party integrator that work with the software. It has a lot of bells and whistles to customize what you need to run the service desk team

Nachteile:

What I like lease about the software is that it is not reliable. The email connector is inconsistently working which also means I don't know when tickets are not going through the system and potentially not helping a customer and losing a customer. Another area that it is week is its CRM , our sales team is looking go to sales force. Its not mobile user friendly.

Darrin
Client Engagement Manager in USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Has been a solid product from many years

4,0 vor 3 Jahren

Kommentare: Organization and follow up via the closed loop methodology really allowed us to move our service delivery forward and service our clients more efficiently.

Vorteile:

It changed my business. Thanks to the organization the software provided, I was able to build the business to the point at which we sold 5 years ago and I'm now working at another small business which is building up its Managed Services practice.

Nachteile:

The lack of feature enhancements the last few years is noted. Since the sale of CW to Toma Bravo I don't believe the software has been moving forward by any other means other than acquisition in a meaningful way.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Its a good piece of software but its clunky

4,0 vor 6 Jahren

Vorteile:

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.

Nachteile:

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.

Antwort von ConnectWise

vor 6 Jahren

Thanks for the review! We really appreciate the feedback. We understand your challenge in learning how to navigating through ConnectWise Manage. Did you know, that we offer ConnectWise University to aid in the training process? There is a ton of information in there that may help out! Thank you again for your feedback, and we look forward to building our partnership even more.

Alastair
Customer Service Specialist in UK
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Plenty of functionality but is there too much?

4,0 letztes Jahr

Kommentare: Connectwise PSA does the job well enough, but we often find ourselves eyeing up competitors. That said, we never make the jump because the grass isn't usually any greener and Connectwise PSA does offer so much integration that is nearly impossible to beat!

Vorteile:

Connectwise PSA integrates with so many platforms that this is really its key strength.

Nachteile:

The software is often slow and suffers from being too bloated. There are so many configurable options and different modules that it is frankly overwhelming. The sheer vastness of the modules, areas, menus, configurations etc usually leads to frustration because you feel you aren't getting value for money - simply because you can't know it all.

Matt
IT Consultant in UK
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Should be so much better

3,0 vor 6 Jahren

Kommentare: worked out what not to use

Vorteile:

There are lots of features, crm, helpdesk, sla management, project management. They provide a course which is aptly named university - as you will need a degree to work out the way they set up the system, its not logical!

Nachteile:

Support from connectwise is poor and got worst when opened their uk office. Been using CW for 6 years. When it works its good. When it breaks you have to wait for USA support to wake up. Then you will get a read the manual option, if they don't close the ticket before answering. It is expensive and they then expect you to pay to join them on their jolly meet ups.

Roger
VP, COO in USA
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

ConnectWise streamlines our MSP processes

5,0 vor 3 Jahren

Vorteile:

ConnectWise was designed from the ground up for MSPs, by MSPs. The service tickets and CRM functionality works well. ConnectWise also have a huge partner network of add on tools that fit the gaps so ConnectWise does not need to build in every solution.

Nachteile:

There are things that are limiting like the dashboard functionality, reporting, customer portal options, knowledge base and document management where ConnectWise is limited. As long as you know you will need other system or tools that integrate with ConnectWise to fill the gaps, your strategy should be sound.

Hannah
Hannah
Admin Assistant in USA
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

There's so much you can do! Unfortunately, quite buggy.

3,0 vor 6 Jahren

Kommentare: Customization, organization

Vorteile:

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.

Nachteile:

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.

Christopher
IT manager in USA
Landwirtschaft, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Okay for the price

3,0 vor 2 Jahren

Kommentare: We are using ConnectWise Manage to manage out Help Desk (Support), Maintenance, and Project tickets within our organization of abour 200 end-users. I was not part of the selection & vetting process, so I cannot speak to that.
In day-to-day usage, the interface is okay once you learn it, but it takes some effort to teach new users how to use the software. The administrative & management of the software is broken up in a way that can be confusing as well. They have extensive training videos, but I would rather have something I can figure out without having to watch hours of videos to learn the software.

Vorteile:

It is scalable in a technical sense since it is cloud based, and it is affordable compared to other solutions.

Nachteile:

The UI in my opinion needs to be overhauled and could be much better and more user friendly.

David
MD in UK
Geschäftsbedarf & -einrichtung, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Getting dated with only minor revisions

4,0 vor 3 Jahren

Vorteile:

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.

Nachteile:

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great way to manage your users issues

5,0 vor 5 Jahren

Kommentare: For what its worth the program works as advertised, and no other issues have come up to prevent my team from doing what it needs to do.

Vorteile:

For someone who is familiar with most ticket systems this is one that I enjoy using the most. The ability to control multiple clients/departments, as well as being able to automate tickets is great. The mobile app is a great tool to reference issues while on the go, but could be better when managing the tickets in general.

Nachteile:

Interface could be better, mobile app is lacking in tools and functionality.