About ConnectWise Manage

ConnectWise Manage is a business management platform designed to run your technology solution business, connecting everything to allow for superior service delivery, know your business better, discover full-visibility billing, and handle handoffs without hiccups. The workflow rules defined in ConnectWise Manage cover all areas of the business, from sending targeted marketing campaigns, to tracking service delivery through service level agreements, to invoice creation and financial management. The app can be used for help desk and ticket management, project management, time tracking, customer relationship management, cloud application management, monitoring and billing, technician dispatching, asset tracking, billing and invoicing, procurement, inventory management and more.

ConnectWise Manage offers a solution to streamline IT, with automation options for incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management. The customizable dashboards and reporting tools give detailed insight into all your most critical KPIs. ConnectWise Manage also comes as a mobile app for dealing with service requests and access data on-the-go.

Key benefits of ConnectWise Manage

  • Billing & Invoicing: Use ConnectWise Manage's smart contract management to manage service contracts with agreement automation. Automate invoicing from service ticket data and sync payment details from your accounting system.

  • Project Management: Create work plans and timelines and get detailed reporting on progress. Use the workflow engine to set deadlines and receive notifications of overdue tasks. Also includes a sales-to-project conversion tool.

  • Helpdesk Management: Includes a ticketing system with workflow automation, SLA and performance monitoring and access tickets on-the-go from mobile devices.

  • Reporting & Dashboards: Dashboards show overviews as well as detailed explanations of KPIs. You can also use the custom report writer in ConnectWise Manage to generate reports on whatever you want.

  • ITIL Processes Automation: Use ConnectWise Manage to automate the full range of ITIL process, including:
    incident management, availability management, request management, service-level management, service reporting, service asset and configuration management, and knowledge management.

  • Cloud Services: Manage, monitor and bill for key cloud applications like Microsoft Office 365. Provide exceptional customer service to your clients and proactively address downtime.

  • Devices

    Business size

    S M L

    Markets

    United States, Canada, United Kingdom, Australia, Germany

    Supported Languages

    English

    Images

    Stay on top of ticket aging, time-to-resolution history, and total billable hours
    Create project plans from scratch or with project templates
    Gain full visibility into team resources for efficient daily schedule management and prioritization of emergencies
    Create pre-defined project checklists, move around tasks, and hold documents
    Customize ticket views and arrange information in a way that suits you
    View 6 more
    ConnectWise Manage screenshot: Stay on top of ticket aging, time-to-resolution history, and total billable hours ConnectWise Manage screenshot: Create project plans from scratch or with project templates ConnectWise Manage screenshot: Gain full visibility into team resources for efficient daily schedule management and prioritization of emergencies ConnectWise Manage screenshot: Create pre-defined project checklists, move around tasks, and hold documents ConnectWise Manage screenshot: Customize ticket views and arrange information in a way that suits you

    Features

    Total features of ConnectWise Manage: 123

    • API
    • Access Control
    • Accounting Integration
    • Accounting Management
    • Active Directory Integration
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Approval Process Control
    • Asset Lifecycle Management
    • Asset Management
    • Audit Trail
    • Auditing
    • Automated Billing
    • Automatic Backup
    • Automatic Notifications
    • Availability Management
    • Barcode Scanning
    • Billable Hours Tracking
    • Billing & Invoicing
    • Business Analysis
    • CRM Integration
    • Chat
    • Client Management
    • Client Portal
    • Collaboration Tools
    • Collaborative Workspace
    • Configurable Workflow
    • Configuration Management
    • Contact Database
    • Contact History
    • Contact Management
    • Contract Management
    • Customer Accounts
    • Customer Database
    • Customisable Branding
    • Customizable Reporting
    • Dashboard Creation
    • Data Import/Export
    • Data Storage Management
    • Data Synchronization
    • Data Visualization
    • Deadline Management
    • Dispatch Management
    • Document Storage
    • Drag & Drop Interface
    • ERP Integration
    • Email Alerts
    • Email Integration
    • Email Notifications
    • Escalation Management
    • Event Tracking
    • Expense Tracking
    • Financial Analysis
    • Financial Management
    • Help Desk Management
    • History Tracking
    • IT Asset Tracking
    • Incident Management
    • Inventory Management
    • Inventory Tracking
    • Invoice Management
    • Issue Management
    • Issue Tracking
    • Job Scheduling
    • Milestone Tracking
    • Monitoring
    • Opportunity Management
    • Performance Reports
    • Permission Management
    • Pipeline Reports
    • Planning Tools
    • Prioritizing
    • Procurement Management
    • Product Data Management
    • Profitability Analysis
    • Progress Tracking
    • Project Management
    • Project Templates
    • Project Time Tracking
    • Projections
    • QuickBooks Integration
    • Quote Management
    • ROI Analytics
    • Real Time Analytics
    • Real Time Data
    • Real Time Notifications
    • Real Time Reporting
    • Real Time Updates
    • Receiving
    • Reporting & Statistics
    • Resource Allocation
    • Resource Management
    • Returns Management
    • Revenue Recognition
    • Role-Based Permissions
    • SLA Management
    • SSL Security
    • Sales Analytics
    • Sales Forecasting
    • Sales Reporting
    • Sales Tax Management
    • Sales Tracking
    • Secure Data Storage
    • Secure Login
    • Self Service Portal
    • Single Sign On
    • Status Reporting
    • Stock Management
    • Summary Reports
    • Support Ticket Management
    • Support Ticket Tracking
    • Task Management
    • Third Party Integration
    • Time & Expense Tracking
    • Timeline Management
    • Timesheets
    • Vacation Tracking
    • Warehouse Management
    • Website Integration
    • Widgets
    • Work Order Management
    • Workflow Management

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    Reviews

    Overall rating

    4.1 /5
    (176)
    Value for Money
    3.9/5
    Features
    4.1/5
    Ease of Use
    3.6/5
    Customer Support
    3.9/5

    Already have ConnectWise Manage?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 176
    Michael W.
    Overall rating
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Long time ConnectWise user still loves ConnectWise

    Reviewed on 29/06/2016

    I did 3 years of research before deciding on a PSA. I had a very small company at the time (1...

    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.

    Pros

    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.

    Cons

    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,

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 7.0 /10

    Good Ticketing System for MSP and IT companies

    Reviewed on 28/08/2019

    I wish they would get Rich text right. TeamSupport has this perfectly and they are a much smaller...

    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.

    Pros

    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.

    Cons

    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.

    Michael G.
    Overall rating
    • Industry: Computer & Network Security
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Connectwise runs our operation

    Reviewed on 25/01/2021

    ConnectWise Manage works very well for our business. We have invested in most of the components...

    ConnectWise Manage works very well for our business. We have invested in most of the components and integrations that we can get to properly manage our teams and out clients. Overall it is a good system for managing an IT service and support operation

    Pros

    We use Connectwise Manage to run all of the aspect of our daily operations. Its ticket and issue management functionalities work very well for an IT service and support organization and they have thought of many of the challenges that we encounter every day

    Cons

    Reporting from ConnectWise can be challenging. The canned reported often lack some piece of information that we would like and they are not formatted properly to download and manipulate in Excel. We complement this using custom data sets in BrightGauge and create reports and download from there but it is time consuming and resource intensive to create these with the limited knowledge of the database that we have.

    James V.
    Overall rating
    • Industry: Computer Networking
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 0.0 /10

    OVeral shocking experience

    Reviewed on 01/11/2019

    We have literally had zero benefits working with Connectwise. Its cost us £000's and we have wasted...

    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.

    Pros

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

    Cons

    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

    Vera G.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Connectwise Manage

    Reviewed on 17/02/2021

    This has been a life saver. With email integration our clients can just email an issue in and a...

    This has been a life saver. With email integration our clients can just email an issue in and a ticket gets generated. Cuts alot of phone calls and allows the technicians to work on problem rather than answer the phones.

    Pros

    great for helpdesk ticket management and tracking of client issues. All interactions from life of ticket to resolution in one place.

    Cons

    sometime the audit trail can be very confusing to track down what actually happened in a ticket and see the complete history.

    Showing 5 reviews of 176 Read all reviews

    ConnectWise Manage FAQs

    Below are some frequently asked questions for ConnectWise Manage.

    ConnectWise Manage offers the following pricing plans:

    • Pricing model: Subscription
    • Free Trial: Not Available

    Contact sales for a quote. [email protected]

    ConnectWise Manage offers the following features:

    • 300+ integrations
    • Access control
    • Accounting integration
    • Active Directory integration
    • Activity tracking
    • Audit trail
    • Auditing
    • Automatic notifications
    • Availability management
    • Billable hours tracking
    • Billing & invoicing
    • CRM integration
    • Chat
    • Configuration management
    • Customer support tracking
    • Customizable branding
    • Customizable reporting
    • Dashboard
    • Dashboards and Reporting
    • Data import / export
    • Data sync
    • Data visualization
    • Dispatch portal
    • Dispatching
    • Document storage
    • Email integration
    • Email management
    • Help desk management
    • History tracking
    • ITIL processes automation
    • Inventory management
    • Inventory tracking
    • Issue management
    • Issue tracking
    • Monitoring
    • Open API
    • Pipeline reporting
    • Prioritizing
    • Procurement
    • Professional services automation
    • Progress tracking
    • Project management
    • Project templates
    • Project timeline setting & management
    • Projections
    • ROI analytics
    • Receiving
    • Remote control
    • Remote monitoring
    • Reporting & statistics
    • Resource management
    • SLA management
    • SSL security
    • Sales forecasting
    • Service Support Management
    • Service boards
    • Service level management
    • Summary reports
    • Support ticket tracking
    • Sync to QuickBooks
    • Ticket status reporting
    • Ticketing system
    • Timesheets
    • Website integration
    • Workflow management

    ConnectWise Manage has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    ConnectWise Manage supports the following languages:

    English

    ConnectWise Manage supports the following devices:

    Android, iPhone

    ConnectWise Manage integrates with the following applications:

    Auvik, BLUIQ, Bedrock Data, Cloud Elements, ConnectWise Automate, Evercontact, Jira, Kaseya VSA, LogicMonitor, Net-Results

    ConnectWise Manage offers the following support options:

    Knowledge Base, Online Support, Phone Support, FAQs, Forum, Video Tutorials

    Related categories

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