Recensioni su ConnectWise PSA

Long time ConnectWise user still loves ConnectWise

Commenti: I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate. Connectwise will try to sell you, quosal, connectwise, labtech. Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks. I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.

Aspetti positivi:

Mobile iPhone app is A W E S O M E !!! Your clients can use the customer portal Constant Updates Feature request bidding system. 24 hour support online training videos Application blueprints, telling you which modules interact with other modules. Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it. QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs. Mark invoices as paid in QuickBooks and sync to ConnectWise. They are the biggest, so they integrate with everybody. Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.

Aspetti negativi:

It can be overwhelming for small companies The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly) If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out. Each user needs their own account. don't buy the on-premise edition, you won't be able to keep up with the updates. They update so frequently I have to update my QuoteWerks frequently,

Complete solution but slow as molasses

Aspetti positivi:

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.

Aspetti negativi:

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.

Robust and efficient IT project management

Commenti: ConnectWise PSA is a powerful and adaptable tool that provides IT services companies with a complete solution for project and resource management. It offers a wide range of features and functionality that make it a valuable option for improving efficiency and customer satisfaction in the IT services environment.

Aspetti positivi:

I love its ability to automate processes, allowing technicians to focus on more valuable tasks. The platform is highly customizable, allowing it to be tailored to the specific needs of each company. Project management and resource allocation are efficient, thanks to its scheduling and time-tracking functionality. In addition, the customer portal provides effective communication with end users, allowing for greater transparency and customer satisfaction.

Aspetti negativi:

This is a very comprehensive platform, but at times, it can be unintuitive and the learning curve is a bit steep.

OVeral shocking experience

Commenti: We have literally had zero benefits working with Connectwise. Its cost us £000's and we have wasted so much time since using Connectwise..... its the single worst decisions we have ever made as a business.
We spent and invested a lot of time ensuring we would get the most out of it, but it just hasnt happened... the issues are too frequent, support to slow and overal a very bad experience. Reaching out to Connectwise with a long list of issues has resulted in 4 people calling to say how sorry they are, any they WILL definaltey help but then the next update is the ticket closing - thanks.

Aspetti positivi:

The end of the ady when i can log out of Connectwise. The Contract part and some automation is good.

Aspetti negativi:

Practically everything else: Slow - keeps hanging when doing tasks such as save a ticket, send and invoice, close tickets - you know really important tasks which should be almost instant. absolute zero support from CW. Been told its a programming issue with bulk tasking and it will be fixed - still waiting, much like when using ConnectWise manage - always waiting. Then there is the general support - lacking to say the least. Then the onboarding - they say we get you completely up and running. What they should have said is You'll want to be running away by the time you come to use the product. Unless you learn it all in the onboarding process your on your own or you have to pay a huge amount more for help. They literally just churn you out and get the next lot of sheep in. Sales team lied about how it would interact and sync with Xero. Told me the same way as Quickbooks does and then showed me how QuickBooks Desktop syncs, saying just like this.... IT DOESNT you have to pay someone else to move your data from your PSA to your accounts package REALLY @ $245 extra per month. Didnt tell me that before i signed up. Cloud console which was supposed to save time by synchronising Office 365 licenses to contracts was often wrong, very clunky and then stopped working - another paid feature of Connectwise that didnt work. I could go on, but you get the picture. Its not all smooth sailing and is causing lots of issues in our business. We tried to reach out to CW but they're not helping

A Comprehensive Review of ConnectWise PSA

Commenti: In overall, ConnectWise PSA is a powerful and comprehensive service management platform that offers a great deal of functionality and flexibility. The user interface is easy to use and the reporting and analytics functions are robust. The cost can be a bit prohibitive, however, and the learning curve can be steep.

Aspetti positivi:

ConnectWise PSA is a great service management platform that makes it easy to manage and track IT services. The user interface is intuitive and easy to use, and the reporting and analytics features are robust.

Aspetti negativi:

Unfortunately, ConnectWise PSA can be quite expensive and the customization options are somewhat limited. In addition, the learning curve can be steep for users who are new to the platform.

Connectwise Manage

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

Aspetti positivi:

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.

Aspetti negativi:

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.

ConnectWise PSA Review

Commenti: Overall, my experience with ConnectWise PSA was highly positive. The platform's extensive range of features and functionalities provided a robust solution for managing my business operations. It offered valuable tools for project management, ticketing, and resource allocation, allowing me to streamline processes and improve overall efficiency. The customizable dashboards and reporting capabilities provided a comprehensive view of my business performance. While there was a learning curve during the implementation phase, the long-term benefits of ConnectWise PSA outweighed the initial challenges. With its continuous updates and support, ConnectWise PSA proved to be a valuable asset in managing and growing my business.

Aspetti positivi:

One of the things I liked most about ConnectWise PSA was its comprehensive set of features and functionalities. The platform offered a wide range of tools for project management, ticketing, time tracking, and resource allocation. This holistic approach allowed me to centralize my business operations and efficiently manage projects from start to finish. The customizable dashboards and reporting capabilities provided valuable insights into key performance metrics, enabling me to make data-driven decisions. Additionally, the integration with other ConnectWise products created a seamless workflow and enhanced overall productivity.

Aspetti negativi:

While ConnectWise PSA had numerous positive aspects, one thing I liked least was the learning curve associated with its implementation. Due to the platform's extensive features and functionalities, it took some time to fully grasp and utilize its capabilities effectively. The initial setup and configuration process required careful attention to detail and adequate training. Furthermore, occasional system performance issues and the need for regular software updates and maintenance were minor inconveniences that could have been improved.

ConnectWise Manage for and MSP/Consulting Company

Aspetti positivi:

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.

Aspetti negativi:

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.

ConnectWise

Aspetti positivi:

Overall use experience. Covers our main needs well.

Aspetti negativi:

So far no major issues to report. We are happy

Full of features

Commenti: Work ok for all our need but sometime it feel too heavy, you need to learn to work with it since its not the most intuitive solution on the market

Aspetti positivi:

CW is really feature richMaybe sometime too much

Aspetti negativi:

ExpressiveHard to used for quote and proposition follow

CW Manage is our Mission Critical Ticketing Solution

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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).

Connectwise Manage is a powerful product that is a core piece of our operations

Commenti: Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved. Like with any application that has so many roles and spans multiple departments, there are always some aspects that don't line up exactly with our existing business practices, but the application has a lot of built-in flexibility so there is almost always a way to get it aligned to our needs. On the occasions where it's not possible, the community is strong and the Connectwise dev team seems to generally listen and accept input from partners, even if execution of some of those feature requests may be slow at times.

Aspetti positivi:

The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.

Aspetti negativi:

Some of the (relatively) newer features and modules, Change Management for example, are not as intuitive as the older modules. The inclusion of more features and functionality is welcome and necessary, and sometimes is going to involve a learning curve, but Connectwise could make these features easier to use and implement for better adoption.

As a CRM/Marketing tool it still needs work

Commenti: As an overall end to end PSA, ticketing, time/expense tracking, and CRM sales activities tool it provides some very good features needed to operate a service and support organization. From a functionality standpoint on just the CRM/marketing tools (which I use exclusively) there are some glaring weaknesses. Importing and de-duplicating contacts is still a problem. A lack of mass maintenance features makes quick data updates cumbersome and time consuming. Developing marketing lists and adding group members is a pain that could be easily solved and after 4 years of use I've seen no progress that front. Even with the new Campaign Director tool woven in, other drip marketing tools are far easier to use. There's still a long way to go but for our organization there are some must have features. I would just like to see vast improvements on the sales/marketing front.

Aspetti positivi:

End to end complete organizational tool that spans ticketing, sales, projects, time and expense. Fairly comprehensive and easy to use.

Aspetti negativi:

Sales and marketing functionality is severely lacking when it comes to running and managing marketing and sales campaign efforts.

Great PSA product

Commenti: Very good

Aspetti positivi:

Does everything our practice needs from sales to invoicing to run the business

Aspetti negativi:

Issue management requires a lot of customization, could be made easier to automate

ConnectWise Review

Commenti: ConnectWise can probably streamline the majority of business management. However the overly-complicated graphical user interface and lack of documentation drastically diminishes any positive features included in this business management software. Final verdict, pass on this product!

Aspetti positivi:

On the surface, ConnectWise is a full featured business management suite. It boasts features such as a support ticket system, project management tracking and client billing with integrated time-tracking. The wide-array of features bundled in the ConnectWise software allows the business user to accomplish practically any business management function in multiple ways. The work-station installation is pretty easy and only requires .NET and Internet Explorer running in a Windows environment.

Aspetti negativi:

Persistent bugs and .NET errors make ConnectWise highly unusable. By not streamlining application features the end user is left spending countless hours trying to figure out the best way to use the software. Permission based user account controls add additional difficulty to the administration of ConnectWise. Lack of permissions can cause numerous business down-times. Project management capabilities are overly-complicated typically taking the administrative user multiple trial-and-error attempts. Tickets submitted to the ConnectWise product support department gained an initial response within one or two business days. Resolution could take up to a week. In one instance better product documentation could have provided an answer but waiting for one week to get a response from the support department was unacceptable. In another instance there was no solution for a Windows 7 compatibility issue. The "canned" responses were typical but didn't provide any resolution.

Has been a solid product from many years

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

Aspetti positivi:

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.

Aspetti negativi:

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.

ConnectWise hasn't made it to the 21st century and private equity is destroying the company

Commenti: ConnectWise was a leader, and it's momentum changed our industry. Unfortunately the product hasn't evolved and is being left behind by competitors. Now with Thoma Bravo investing it's a flip house - extract value, sell or go public. Now it's about Shareholder return, before it was about the shareholder return tired to the user experience. It now officially costs me 10x more to call ConnectWise than it does to deal with the issue myself.

Aspetti positivi:

It does an adequate job of managing tickets, although the product remains tired and dated in how it looks and operates.

Aspetti negativi:

It's slow, it's clunky, it's busy, it's tired, it's trying to be so many things that it's hardly good at the most important things.

Defacto PSA

Aspetti positivi:

Pretty much the defact IT PSA. Allows inventory and integration into various 3rd party utilities to provide a central location for storing all your documentation and configuration information. Built in invoicing, billing and sales functionality makes this a fully integrated piece of software.

Aspetti negativi:

Because of the amount of data stored in the database finding specific pieces are very difficult if you dont know exactly what you are looking for, searching for something can be extremely difficult (which is why third party software vendors have come up with their solutions that ties into this product that make this easier)

Very good PSA software with mediocre support and subpar performance

Commenti: We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor. The timeliness of their support is also very lacking routinely taking days to ask for information included with the original ticket.

Aspetti positivi:

Tons of features, regular updates, and improvements multiple times per year.

Aspetti negativi:

Performance is horrible Support is poor Used car like sales experience There are arbitrary limitations to what can be done through the interface and API. The data is there but you cannot automate or take action on it without manual intervention. Requires third party software to get meaningful performance metrics

Great Software for Tickets

Commenti: The CW Manage has greatly improved the productivity of the company, since we can assign tickets to each employee depending on the category and thereby improve the response time for our customers. It is a very useful, powerful and stable software.

Aspetti positivi:

It is very flexible and useful for managing customer tickets, with a great interface and proper management. It allows the automation for the assignment of tickets and the notification by a valid email. The CW is very stable and the connection with the databases allows great flexibility.

Aspetti negativi:

The biggest obstacle is the graphical interface which is not the most intuitive, since there are multiple hidden modules and for a novice user it can be difficult to manage the system. It would be nice if they had quick access keys for the most common tools

Okay for the price

Commenti: 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.

Aspetti positivi:

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

Aspetti negativi:

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

A great central system for any business.

Commenti: Central point for all information, reporting, utilisation and employee management.

Aspetti positivi:

The way the program is built allows every facet of our company to be run through this software. This allows us to track everything from a centralised point and also use the phrase "if it's not in ConnectWise, it doesn't exist"

Aspetti negativi:

Support is often slow and deflective when it comes to requests on best practice or ways to achieve a specific task. The software is a bit clunky and sometimes feels like a number of movies are bolt on that are tied in with a price of thread rather than being fully integrated

Great way to manage your users issues

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Connectwise Manage is the best all suite I've ever used in my twenty plus years of IT!

Commenti: Manage more IT business with less resources! Great value!

Aspetti positivi:

All my business is in one place. I don't have to move between disparate applications or manage bulky excel spreadsheets. Everything I need is there. Integrations are simple and straight forward. Support is the best I've ever experienced in all my years in the IT industry.

Aspetti negativi:

I have not been able to learn all of it in two years of using it. still learning more every day. University is a great resource and of course I can always lean on the community forums and support.

Lots of Features, Awful UI/UX, But it's still the best in the MSP space

Aspetti positivi:

Complete ERP, with lots of integration. Specific for the MSP industry. Connectwise is also very community driven, so that helps a lot with learning to leverage the software better.

Aspetti negativi:

UI/UX is outdated and difficult to navigate. Innovation is clearly not a priority of the company, much more about slowing rolling updates, and draining clients for money. They know they're the best and take advantage of not having to innovate fast. Lots of gaps in the software that are not difficult to close.