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Avaliações do ConnectWise PSA

Sobre ConnectWise PSA

Uma das melhores plataformas de gestão empresarial do mundo para empresas que vendem, prestam serviços e dão suporte à tecnologia.

Saiba mais sobre o ConnectWise PSA

Vantagens:

The tabbed GUI (very similar to a web browser) made it very easy to switch between the necessary boards and views to get the info I needed.

Desvantagens:

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.

Notas do ConnectWise PSA

Pontuação média

Praticidade
3,7
Atendimento ao cliente
3,7
Recursos
4,1
Relação qualidade/preço
3,8

Probabilidade de recomendação

7,3/10

O ConnectWise PSA tem uma classificação geral de 4,1 em 5 estrelas com base em 245 avaliações de usuários no Capterra.

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Filtrar avaliações (245)

Jared
Jared
NOC Manager, EUA
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

CRM for the Best in the Biz!

5,0 há 5 anos

Comentários: With ConnectWise Manage behind us, we've spent the last 6+ years blazing a trail in our local market. Taking on client for year over year growth. And not enough thanks can be given to the tools that helped us get there. With a friendly (now giant) team behind it, ConnectWise Manage integrates with, and has truly become a standard in the industry. You've been with the rest, now get with the best.

Vantagens:

ConnectWise Manage has enough features to essentially run your entire business out of! When it comes to tracking issues, maintaining inventory and documented details across many partners/clients/sites - this is THEE tool. Abundant resources to learn the tool exist including certification learning courses. (You're going to want to take them).

Desvantagens:

Interface has been ignored for a long time - its universally uglier than ALL of its competitors. This has been massively improved over the last year and continues to get better as it is finally a focus for them after the many recent developmental hurdles they need to address from the various M&A from the last 4 years. Some more advanced features really require some 'higher' learning to understand and best implement. Thankfully they have many MANY resources for this.

Avaliador Verificado
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Good Ticketing System for MSP and IT companies

4,0 há 5 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Avaliador Verificado
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, Profissional autônomo
Usou o software para: Mais de dois anos
Fonte da avaliação

Boosting Productivity with Automated and Centralized Management

5,0 há 3 semanas Novo

Vantagens:

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.

Desvantagens:

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

Stephen
Stephen
Marketing Executive, Reino Unido
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

A Solid Company

3,0 semana passada Novo

Comentários: Overall, not bad. plenty of documentation, although some is outdated. I'm familiar with the PSA now, however, each department has its own use case, so be sure to work with the department and apply the correct procedures.

Vantagens:

I think the ability to have tools under one roof helps to establish the integrations and work processes. The consultation is definitely a must and and helped to aid us throught the transition.

Desvantagens:

The UI design is not great. It needs working on. They bought a lot of products and everything is always in development. I can see the potential, but it's a waiting game.

Mitesh
Mitesh
Senior Executive Business Operations, Índia
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 201–500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

ConnetWise - Best for Mid-Range Players

5,0 há 3 meses

Vantagens:

Integration with different software is easy part. Creation of dashboard configuration is easy. Can create multiple workflows.

Desvantagens:

Biggest con is there Help Desk Support system. They does not provide support on Time.

Brian
Support Manager, EUA
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Like it's written for another business

3,0 ano passado

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

Vantagens:

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

Desvantagens:

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.

Chris
COO, EUA
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação
Fonte: SoftwareAdvice

Alternativas consideradas anteriormente:

Decent product but watch their contract tactics

3,0 há 9 meses

Comentários: Careful with there sales tactics. They will appear to be a partner but always make sure they have the leverage or upper hand. Read there MSA carefully and understand what your agreeing too.

Vantagens:

Easy system to use and implement. Support is quick and easy to access.

Desvantagens:

There products have been prematurely release and have outages.

Yeprem
Yeprem
Systems Administrator, Canadá
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 2–10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Complete solution but slow as molasses

4,0 há 4 anos

Vantagens:

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.

Desvantagens:

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.

Daren
Daren
President, EUA
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 2–10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Connectwise Manage

4,0 há 5 anos

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

Vantagens:

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.

Desvantagens:

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.

Micheal
Marketing Director, EUA
Hospitais e Saúde, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

ConnectWise PSA Has Effective Features

5,0 mês passado Novo

Vantagens:

I like the efficiency of ConnectWise PSA. ConnectWise PSA makes work easier for us.

Desvantagens:

No dislikes about ConnectWise PSA. ConnectWise PSA is amazing.

Resposta do ConnectWise

mês passado

Thank you for your feedback!

Michael
President, EUA
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

ConnectWise is a horrible company and has mediocre products

2,0 há 4 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Marek
CEO, Polônia
Serviços financeiros, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

ConnectWise PSA Review

4,0 ano passado

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Greg
President, EUA
Segurança de rede e informática, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Best Product we ever adopted.

5,0 há 4 anos

Comentários: CW Manage really checked every box that we needed. We use it primarily for tracking service tickets. Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work. This product actually made us money.

Vantagens:

Clearly this software was developed by people who do what we do. It actually demands you follow best practices in regards to workflow management around the tech services business. Also it can become the single pane of glass that everyone talks about.

Desvantagens:

The reporting function could be much better. There are some standard reports, and there is a report writer option, but it is not easy to get the report you want unless it happens to be one of the few canned ones. Was always surprised that the reporting is so weak compared to the rest of the funtions of the product that are so strong.

Michael
President, EUA
Segurança de rede e informática, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Connectwise runs our operation

4,0 há 3 anos

Comentários: 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

Vantagens:

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

Desvantagens:

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.

Phil
CEO, EUA
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

ConnectWise Manage is turning out to be a big mistake for us!

2,0 há 2 anos

Comentários: It was okay until a few months ago, when they made an error on our invoice.

Vantagens:

It is a decent CRM, but working with their customer support is a nightmare.

Desvantagens:

If you have a billing question or issue, nobody there takes responsibility for it.

Dominic
Web Developer/Designer
Usou o software para: Não especificado
Fonte da avaliação

ConnectWise Review

3,0 há 14 anos

Comentários: 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!

Vantagens:

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.

Desvantagens:

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.

Lawrence
R&D Manager, Reino Unido
Segurança de rede e informática, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

A great PSA for any MSP!

4,0 ano passado

Comentários: The solution overall is great, nothing is perfect and it can most certainly improve on it's quirks. I would say the the overall customer service/account management from Connectwise is lacking and could massively improve

Vantagens:

The ability to manage our sales, billing, service desk and project work from one solution.

Desvantagens:

As much as there is plenty of customisation options, sometimes the most basic automation tasks either have to be set up in an unnecessarily complex way or it's not possible at all.

Aleksandr
Chief Operation Officer, EUA
Serviços e tecnologia da informação, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Bloated software and a real lack of partnership

2,0 há 8 meses

Comentários: Negative. They made several accounting mistakes internally and tried to get me to pay for their mistakes.

Vantagens:

The software is very feature rich and has everything a large IT company will need

Desvantagens:

Their billing structure, long contracts, and lack of a real partnership approach. You are nothing more than your contract and they will not hesitate to take legal action against you.

Shaun
Manager, Managed IT, Canadá
Serviços e tecnologia da informação, 201–500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Solid suite for smaller MSP's

4,0 ano passado

Vantagens:

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.

Desvantagens:

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%.

Alastair
Customer Service Specialist, Reino Unido
Serviços e tecnologia da informação, 2–10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Plenty of functionality but is there too much?

4,0 há 2 anos

Comentários: 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!

Vantagens:

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

Desvantagens:

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, Reino Unido
Usou o software para: Mais de dois anos
Fonte da avaliação

Should be so much better

3,0 há 6 anos

Comentários: worked out what not to use

Vantagens:

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!

Desvantagens:

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, EUA
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

ConnectWise streamlines our MSP processes

5,0 há 3 anos

Vantagens:

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.

Desvantagens:

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.

Avaliador Verificado
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Great Software for Tickets

5,0 há 5 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

Michael
President, EUA
Usou o software para: Não especificado
Fonte da avaliação

Essential tool for IT Businesses

4,0 há 9 anos

Comentários: 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.

Daryl
Technical Manager, Nova Zelândia
Segurança de rede e informática, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

A great central system for any business.

4,0 há 7 anos

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

Vantagens:

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"

Desvantagens:

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