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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.
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.
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Long time ConnectWise user still loves ConnectWise
Commentaires : 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.
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.
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
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.
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
Commentaires : 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.
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.
This is a very comprehensive platform, but at times, it can be unintuitive and the learning curve is a bit steep.
Manage hosted version is so slow it will cost you most in terms of time
Commentaires : 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!
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.
ConnectWise PSA Review
Commentaires : 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.
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.
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.
Commentaires : We are using this product to keep track of all our customers, their systems, software and the tickets assigned to those systems
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.
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 Manage for and MSP/Consulting Company
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.
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.
Overall use experience. Covers our main needs well.
So far no major issues to report. We are happy
Solid suite for smaller MSP's
CWM meets our needs in so many ways. It's designed to be used by businesses like ours and meets nearly all our requirements without needing to be heavy upfront development to become functional.
There are limitations and customizations you'll wish for that it just cannot accommodate. There is a "right" way to use it that most companies will not likely align with 100%.
Full of features
Commentaires : 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
CW is really feature richMaybe sometime too much
ExpressiveHard to used for quote and proposition follow
CW Manage is our Mission Critical Ticketing Solution
Commentaires : 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.
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.
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
Commentaires : 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.
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.
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.
Loads of Features, Little Support
Commentaires : 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.
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*
Solid Sales Team With Abysmal Support
Commentaires : Horrible...sales team was excellent at promising the world, but implementation and support were terrible.
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"
Essential software - but not perfect
If we were to do it all again, we'd still opt for ConnectWise. It does the job but it is very much a leap of faith putting your business and livelihood under the control of such inconsistent software.
User forums and user group meetings are great as is the annual conference - there's more to be learned from other users than the company itself.
CW also has training in other areas of running a small IT business. They run webinars and seminars on sales, marketing, staff hiring and firing, etc. You get a lot more than just software.
"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.
Incredibly vast array of useful integrated tools.
Commentaires : Extremely powerful top notch CRM tool that can really take a business to a new level.
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.
Réponse de l'équipe de ConnectWise
il y a 5 ans
Hello Colin Waters, Thank you for your review. We are pleased to hear that you are happy with our product. Additionally, we understand your challenge of understanding all of the functionality and hope that that you are able to utilize the whole system soon. As a reminder, we do offer ConnectWise University and several other resources that may be helpful to you in your research. We look forward to growing our partnership with you and let us know if there is anything that we can do to help!
Its a good piece of software but its clunky
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.
Réponse de l'équipe de ConnectWise
il y a 5 ans
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.
MSPs need to know about Connectwise Manage
Commentaires : We have saved a lot of time and have increased logged tickets and time for clients.
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.
ConnectWise Manage has improved in the past two years.
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.
Commentaires : CW Manage Contact management functiononality ensures our entire team has access and at their fingertips visibility to the full contact record ensuring our clients receive the same high quality care regardless of which department they reach.
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.
This CRM is very easy to navigate, and user friendly.
Commentaires : Organization, and easy communication with the Teams we work with.
After customizing fields, statuses and boards, this CRM is very easy to navigate. Adjusting the view to whichever I prefer is great too!
I don't care for the difficult process in which to make a company inactive, or remove a user. Also, changing old templates and status boards. It would be ideal to be able to edit them, rather than having to create new ones. It is a hassle having to update old tickets with the new status or board. It would be great to be able to remove a resource from a ticket using the Actions tab on the service board list.
Essential tool for IT Businesses
Commentaires : My company has been using ConnectWise since 2007 and the product has transformed how we conduct business, while making us far more efficient. Before posting this review I read the others and have to say that I was thrown by one that gave no stars for service. Their service has always been terrific in my opinion. CW has improved the support over the years by adding Chat, making it 24x7 and significantly enhancing their support materials through the University and Marketplace, as well as introducing User Groups and always refining their educational opportunities at the annual IT Nation event. CW is an iceberg of a tool, with 90% of its power beneath the waterline. The key is that you will get out what you put in. I have just started taking the Certified Professional Administrator training, and while I scored well enough on the pre-session test to qualify for this level, I believe that I have far more to learn about CW than I already know. What's great is that the folks at CW make all of this information available. I just have to grab for the opportunity. My recommendation for anyone who thinks that they aren't getting the level of support expected would be to use the resources more. Got a question, use Chat or open a ticket via e-mail. Go to the University and take the relevant courses or check out the Blueprints or partner kits. Go to your local user group and network with your peers. Offer up what you know and take what they have to offer. The industry as a whole benefits from this approach, and we do better for our all-important clients. Anyway, I love the team at CW. The product is a must, but you have to invest yourself fully. It is cumbersome and some things aren't as intuitive as I would like, but if you are invested and flexible to adopting certain best practices, I think you'll find that ConnectWise is a very worthwhile business investment.
Powerful ticketing tool with lot of integrated features
Commentaires : I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time
Fully featured, fully integrated with products like Automate and Control. The latest version lets you connect to machines directly from the ticket which is fantastic. Auvik and LogicMonitor connectivity lets them create tickets when alerts fire (and Auvik will even close tickets that clear)
Working in the back end and templates can be a little cumbersome, but worth sticking with it for the things it can do.
Does What it Needs to, but Doesn't Overly Impress
Commentaires : Overall, my experience has been neutral. ConnectWise Manage does what it needs to do, but it doesn't leave me blown away by it's function or appearance.
ConnectWise Manage has a lot a features that allow for effective customer and ticket management. It meets the needs of an IT service desk, without being too simple.
The product has not evolved in appearance for a long time and it shows. It feels like a product that would be common 15 years ago, not something that is cutting edge for today's IT management company.
Manage all your tickets and more
Commentaires : As time goes on, it becomes more and more feature rich. Can do pretty much anything that an MSP needs as far as client organization and ticketing as well as integrate with RMM tools.
Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size.
The cost of the software is rather high entry barrier. Most all contracts work as a monthly subscription per employee and that cost is high, but well worth it.