ConnectWise PSA Previous Solutions
JR
Joe Reagan
Help Desk Manager at MYERS NETWORK SOLUTIONS
Four years ago, I started working for this gentleman who hired me primarily for my scripting skills and experience at the help desk. And when I first started, he had already owned and LabTech for a few years, but he wasn't really using it. They didn't understand how to use it, so they were only using the remote access feature. It was going to waste. After I was there a few months, I figured things out and wrote a whole flow chart for them. Then they switched to Kaseya right when I had gotten everything under control and was starting to feel good about what we could do with LabTech. Kaseya was a nightmare. It's so useless and convoluted.
A guy who was working with us unscrewed a lot of that and got Kaseya working better. But then had some security problems and had to restore. They had to go back several months in their restoration, and all of our problems returned.
I want my boss to go back to LabTech. With LabTech or Automate, one individual with minimal training and a certain amount of focus could manage 400 different clients with special setups. I loved it. It was the first time Ihad been introduced to anything like it. I'd been away from desktop support for 12 years. So when I saw things like that, I was like, "Holy moly, you guys have remote access to everybody? Wow."
Remedy is another option. I haven't used it in years, but Remedy was the ticket system I used at another company. At another place, they tried to make their own database ticketing system with Lotus Notes and Oracle. Oracle's ticketing system is homebrew. They give you a bunch of stuff out of the box, and you have to hire a development team to make it usable.
View full review »Previously, we used ServiceNow and we switched for a couple of reasons. Reason number one was the cost. ServiceNow is extremely expensive. Reason number two was that we wanted an environment that allowed us to have remote control and third-party package management all in one. I actually liked the overall ServiceNow product better, but the biggest pros for me with ConnectWise Manage are the cost and the remote control capabilities. My tool to manage my devices and my tool for ticketing are all in one.
View full review »RB
reviewer1675305
IT Support Specialist at a tech services company with 11-50 employees
Previously, we used Tigerpaw.
View full review »Buyer's Guide
ConnectWise PSA
April 2024
Learn what your peers think about ConnectWise PSA. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,246 professionals have used our research since 2012.
DL
reviewer975264
Solution Architect at a security firm with 201-500 employees
I am not aware of it. They used lots of spreadsheets. This was more encompassing for the entire business unit.
There is another group that uses a product from Citrix called Podio. This group is still using it. They didn't really switch. They are using Podio more for project management, whereas ConnectWise is more for sales. It is a CRM.
View full review »TC
Tom Cross
President at Fairoaks IT
We started with ConnectWise. We did not use a different solution previously.
View full review »RM
Rick Maiolo
Director of Business Development at FrontBlade Systems Inc.
We used Salesforce before, but Salesforce is built for the enterprise segment, not a small company.
View full review »GW
reviewer1584120
Sr. IT Solutions Architect at a computer software company with 11-50 employees
The only other tool I've really used before that I would say is comparable would be ManageEngine. It's a very comparable ticketing system. And just based on my experience between the two, ConnectWise does seem like it has a better feature set. It seems like everything's well-drawn out a little bit better and also, one thing I like about ConnectWise is that there's a kind of consistency between menus. Once you figure out where things are normally located and what menus typically look like, it's not like every single window you open is a brand new settings window. It's a lot of the pages, however, once you start using ConnectWise Manage, a lot of the things will look really familiar between the two solutions.
MF
Mitchell Fitzpatrick
Junior Engineer at a tech services company with 11-50 employees
Prior to using ConnectWise Manage, we used the Zendesk ticketing system. We switched because it wasn't quite as scalable and there wasn't a single pane of glass for all of the products that we needed.
View full review »Yes, we used an in-house developed application. we switched due t the need tfor advanced functionality that ConnectWise had "out of the box"
View full review »BP
reviewer1469379
Network Administrator at a computer software company with 11-50 employees
I have used other ticketing systems and they have not been as solid as ConnectWise. I've been very happy with this product.
View full review »ConnectWise provided more detailed information for billing and tracking of projects.
View full review »Buyer's Guide
ConnectWise PSA
April 2024
Learn what your peers think about ConnectWise PSA. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,246 professionals have used our research since 2012.