About ConnectWise PSA

ConnectWise PSA (formerly 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 ConnectWise PSA 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 PSA 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 PSA also comes as a mobile app for dealing with service requests and access data on-the-go.

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Key benefits of ConnectWise PSA

  • Billing & Invoicing: Use ConnectWise PSA'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 PSA to generate reports on whatever you want.

  • ITIL Processes Automation: Use ConnectWise PSA 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.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premises

    Markets

    Australia, Belgium, Canada, Germany, Ireland and 5 others

    Supported Languages

    English

    Pricing starting from:

    Not provided by vendor

    • Free Version
    • Free Trial
    • Subscription

    Images

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    Features

    Total features of ConnectWise PSA: 93

    • API
    • Access Controls/Permissions
    • Accounting
    • Accounting Integration
    • Active Directory Integration
    • Activity Dashboard
    • Activity Tracking
    • Alerts/Escalation
    • Alerts/Notifications
    • Approval Process Control
    • Asset Lifecycle Management
    • Asset Tracking
    • Audit Trail
    • Automated Routing
    • Availability Management
    • Backup and Recovery
    • Billable Items Tracking
    • Billing & Invoicing
    • CRM
    • Capacity Management
    • Change Management
    • Chat/Messaging
    • Client Management
    • Client Portal
    • Collaboration Tools
    • Configurable Workflow
    • Configuration Management
    • Contact Management
    • Contract/License Management
    • Customer Database
    • Customisable Branding
    • Customizable Reports
    • Dashboard
    • Dashboard Creation
    • Data Import/Export
    • Document Management
    • Document Storage
    • Drag & Drop
    • Email Management
    • Employee Management
    • Expense Tracking
    • Financial Management
    • Help Desk Management
    • IT Asset Management
    • IT Asset Tracking
    • IT Reporting
    • Incident Management
    • Inventory Management
    • Invoice Management
    • Issue Auditing
    • Issue Management
    • Knowledge Management
    • License Management
    • Maintenance Scheduling
    • Monitoring
    • Patch Management
    • Performance Metrics
    • Prioritization
    • Problem Management
    • Progress Tracking
    • Project Management
    • Project Templates
    • Project Time Tracking
    • Projections
    • Purchasing & Receiving
    • Quotes/Estimates
    • Real-Time Analytics
    • Real-Time Chat
    • Real-Time Data
    • Real-Time Notifications
    • Real-Time Reporting
    • Real-Time Updates
    • Remote Access/Control
    • Remote Monitoring & Management
    • Reporting & Statistics
    • Reporting/Analytics
    • Resource Allocation & Planning
    • Resource Management
    • SSL Security
    • Scheduling
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Single Sign On
    • Status Tracking
    • Support Ticket Management
    • Support Ticket Tracking
    • Task Management
    • Third-Party Integrations
    • Ticket Management
    • Time & Expense Tracking
    • Timesheet Management
    • Workflow Management

    Alternatives

    Naverisk

    4.8
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    Accelo

    4.5
    #2 Alternative to ConnectWise PSA
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    Zendesk Suite

    4.4
    #3 Alternative to ConnectWise PSA
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    Issuetrak

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    Reviews

    Overall rating

    4.1 /5
    (249)
    Value for Money
    3.8/5
    Features
    4.1/5
    Ease of Use
    3.7/5
    Customer Support
    3.7/5

    Already have ConnectWise PSA?

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

    Showing 5 reviews of 249
    Angela
    Angela
    Overall rating
    • Industry: Information Technology & Services
    • 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 8.0 /10

    Robust software

    Reviewed on 24/05/2021

    The support is really good, which is important as sometimes the settings are hard to get right. I...

    The support is really good, which is important as sometimes the settings are hard to get right. I wish they had had better advice on the setup between Connectwise and Quickbooks as it took a while to get things flowing correctly.

    Pros

    There are a lot of built-in features. It is good for being able to share information between departments. However, there are so many different features, it can be overwhelming for new employees when they first start. It seems to take people a while to really get the hang of it. It is nice having sales being able to see the same invoices as accounting, which saves time of having to send them to them when they have questions.

    Cons

    The reporting features. While they have a report writer, it is quite difficult to use. It is also chronically slow to load. The second thing is it also seems like in the last year I've had more of my tabs lock up in all areas.

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: Self Employed
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    Boosting Productivity with Automated and Centralized Management

    Reviewed on 25/05/2024

    Pros

    ConnectWise PSA has been a valuable asset for managing my business operations, offering a single platform to handle project management, ticketing, and billing. The software's automation features have saved me time, allowing me to focus on growing my business. The integrations with other tools have streamlined my workflow, and the reporting functions provide insights to make informed decisions. Overall, ConnectWise PSA has helped me stay organized and efficient.

    Cons

    ConnectWise PSA's setup can be time-consuming. Be prepared to invest effort in configuration.

    Michael
    Overall rating
    • Industry: Information Technology & Services
    • 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 0.0 /10

    ConnectWise is a horrible company and has mediocre products

    Reviewed on 15/05/2020

    Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went...

    Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team.

    Pros

    ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.

    Cons

    It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale.
    If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months.
    ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.

    Alternatives Considered

    Naverisk, Accelo and Autotask PSA

    Reasons for Choosing ConnectWise PSA

    In an attempt to improve automation.

    Reasons for Switching to ConnectWise PSA

    Believing the lies of the sales team.
    Morgan
    Morgan
    Overall rating
    • 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 8.0 /10

    I have been using ConnectWise Manage for 7 years as an Account Manager/Sales

    Reviewed on 01/08/2018

    The ultimate benefit is that I am more organized with it. I don't forgetting about renewals,...

    The ultimate benefit is that I am more organized with it. I don't forgetting about renewals, tickets or tasks. It helps me deliver more consistent service so that my clients get a better level of support from me.

    Pros

    Tracking customer assets and reminding you when renewals are due are awesome. The flexibility to run client and internal reports are very good. Workflows are great, the automated processes make it so nothing is forgotten or missed. It is a great way for MSP's to stay on top of tickets, tasks, and activities.

    Cons

    I find it very difficult to search for a closed ticket if I don't know a key word in the subject line. It won't search the body of the ticket for a key word.

    Héctor Joel
    Héctor Joel
    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 8.0 /10

    ConnectWise Manage, splendid tool with multiple uses.

    Reviewed on 21/01/2019

    Currently we provide support services and project management, monitoring our clients' cases and the...

    Currently we provide support services and project management, monitoring our clients' cases and the tool works correctly, every day we learn to configure and adapt it for our organization. You can try to acquire it, you will have a great experience.

    Pros

    CW Manage inmediately catches you with the various tasks you can perform and how you can configure it, from entering it in the sales area, marketing, support services, project, management, among others.

    Cons

    Each update delays its entry but its service is sustainable, but for some it turns out to be a complex system that ends up abandonning it to be able to work in which you must have experience.

    Showing 5 reviews of 249 Read all reviews

    ConnectWise PSA FAQs

    Below are some frequently asked questions for ConnectWise PSA.

    ConnectWise PSA offers the following pricing plans:

    • Pricing model: Subscription
    • Free Trial: Not Available

    Contact sales for a quote. [email protected]

    ConnectWise PSA has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    ConnectWise PSA supports the following languages:

    English

    ConnectWise PSA supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    ConnectWise PSA integrates with the following applications:

    Acronis Cyber Backup, Auvik, Bedrock Data, ConnectWise Automate, ConnectWise CPQ, ConnectWise Cybersecurity Management, ConnectWise ScreenConnect, Constant Contact, Dynamics 365 Business Central, Google Calendar, Jira, Kaseya VSA, LogicMonitor, MSP360 Managed Backup, Microsoft Outlook, NinjaOne, OpsGenie, QuickBooks Online, QuickBooks Online Advanced, Sage 50cloud Accounting, Salesforce Sales Cloud, Webroot Business Endpoint Protection, Xero, Zapier

    ConnectWise PSA offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

    See all software categories found for ConnectWise PSA.