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Avantages :

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.

Inconvénients :

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.

ConnectWise PSA - Notes

Note moyenne

Facilité d'utilisation
3,6
Service client
3,7
Fonctionnalités
4,1
Rapport qualité-prix
3,8

Probabilité de recommander le produit

7,2/10

ConnectWise PSA a reçu une note globale de 4,1 étoiles sur 5 d'après 239 avis d'utilisateurs publiés sur Capterra.

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Laureine Claire
Laureine Claire
Manager (Cameroun)
Utilisateur LinkedIn vérifié
Agriculture, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Nous recommandons ConnectWise PSA pour les PME

4,0 il y a 5 mois

Avantages :

La gestion des ressources de ConnectWise PSA est très bien implémenté

Inconvénients :

La facturation n'est pas juste le plus souvent

Michael
Michael
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

Long time ConnectWise user still loves ConnectWise

5,0 il y a 8 ans

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.

Avantages :

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.

Inconvénients :

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,

Warren
General Manager (R.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A great solution to combine all the needs of an MSP

5,0 il y a 2 ans

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

Seth
President (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

Our ConnectWise Experience

1,0 il y a 5 mois

Commentaires : 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.

Avantages :

- The ability to easily create recurring service tickets

Inconvénients :

-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.

Mark
Director of Business Development (É.-U.)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great ticketing system at an affordable price

4,0 il y a 3 mois

Avantages :

Setup was straightforward, CW has a great implementation team that works with your schedule and dives into the areas important to your business.

Inconvénients :

Integration with other customers' ticketing system is not available natively and requires costly 3rd party tools.

Carl
President CEO (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Alternatives envisagées précédemment :

Connectwise PSA provides complete automation

5,0 l’année dernière

Avantages :

Comprehensive and easy to use once it is configured.

Inconvénients :

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

Brian
Support Manager (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Like it's written for another business

3,0 il y a 9 mois

Commentaires : Negative. The only software owned by Connectwise that was any good was screenconnect, which Connectwise is doing it's best to try to break.

Avantages :

Not very much, it did not leave a good impression.

Inconvénients :

I was not very impressed with Connectwise PSA. It seemed like to get it to do the basic functionality you had to pay for all these third party plugins in and add-ons. It's almost as if the software was written by somoene who has never worked for an MSP and doesn't understand how the business runs. Bringing up ideas and issues to support was like talking to a brick wall.

Nicholas
IT Project Manager (É.-U.)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Connectwise Suite for MSP

5,0 il y a 2 ans

Avantages :

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.

Inconvénients :

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.

Yeprem
Yeprem
Systems Administrator (Canada)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Complete solution but slow as molasses

4,0 il y a 4 ans

Avantages :

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.

Inconvénients :

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.

Gavin
Project Analyst (Canada)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

This is the ticketing platform you need

5,0 il y a 4 ans

Commentaires : All our ticketing, service, project management, and sales cycle tasks are all managed from within ConnectWise now, with all our 200+ staff using this system we still have a very responsive system with a great interface that has interface components that have been customized to match some of the terms we use to describe our business processes.

Avantages :

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.

Inconvénients :

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

Daren
Daren
President (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Connectwise Manage

4,0 il y a 4 ans

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

Avantages :

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.

Inconvénients :

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.

Brian
Escalation Engineer (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

CW Manage is our Mission Critical Ticketing Solution

4,0 il y a 2 ans

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.

Avantages :

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.

Inconvénients :

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).

Brandon
VP of Operations (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 3 ans

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.

Avantages :

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.

Inconvénients :

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.

Jaq
New Business Development Manager (É.-U.)
Services et technologies de l'information, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

As a CRM/Marketing tool it still needs work

3,0 il y a 7 ans

Commentaires : 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.

Avantages :

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

Inconvénients :

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

Chris
Director of Technology (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Great PSA product

5,0 l’année dernière

Commentaires : Very good

Avantages :

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

Inconvénients :

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

Jeremy
CEO (É.-U.)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

ConnectWise Manage for and MSP/Consulting Company

3,0 il y a 5 ans

Avantages :

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.

Inconvénients :

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 (É.-U.)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

My experience recently has been terrible

1,0 il y a 6 ans

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

David
David
Head Of Operations (R.-U.)
Utilisateur LinkedIn vérifié
Informatique et sécurité réseau, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Good software with great support. Somewhat complex to manage

4,0 il y a 5 ans

Commentaires : Whilst it is still a work in progress, we are definitely using ConnectWise to improve our business processes and effectiveness.

Avantages :

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

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Its a good piece of software but its clunky

4,0 il y a 6 ans

Avantages :

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.

Inconvénients :

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 6 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.

Alastair
Customer Service Specialist (R.-U.)
Services et technologies de l'information, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Plenty of functionality but is there too much?

4,0 l’année dernière

Commentaires : 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!

Avantages :

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

Inconvénients :

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 (R.-U.)
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Should be so much better

3,0 il y a 6 ans

Commentaires : worked out what not to use

Avantages :

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!

Inconvénients :

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 (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ConnectWise streamlines our MSP processes

5,0 il y a 3 ans

Avantages :

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.

Inconvénients :

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 (É.-U.)
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

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

3,0 il y a 6 ans

Commentaires : Customization, organization

Avantages :

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.

Inconvénients :

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 (É.-U.)
Agriculture, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Okay for the price

3,0 il y a 2 ans

Commentaires : 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.

Avantages :

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

Inconvénients :

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

David
MD (R.-U.)
Équipement et fournitures de bureau, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Getting dated with only minor revisions

4,0 il y a 3 ans

Avantages :

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.

Inconvénients :

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.