ConnectWise PSA Valuable Features
JR
Joe Reagan
Help Desk Manager at MYERS NETWORK SOLUTIONS
ConnectWise has a lot of shortcut keys, and you can manipulate the forms. This is all great stuff. If I had the time, I would create some more custom forms. There are some canned forms for basic input, like call-taking forms. When I open a new ticket, I've got a zillion fields, and only 10 apply to the current situation. I haven't taken the time to see if they have any way to import or download forms for specific situations, like forms specific to billing. I'm sure my boss doesn't want to see a form with 3,000 fields on it, and he's only interested in two of them.
I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status. There is a little thing where you can click a dropdown box. And I don't know if ConnectWise added some by default, but when I discovered this, it was like, "Wow, what a gold mine!" I usually have ConnectWise open with five to six tab screens where a specific query is the end result in each screen. I start my day, sign in, and run macros to open up my basic five or six screens to run throughout the day.
View full review »It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well.
View full review »All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen.
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.
768,857 professionals have used our research since 2012.
The platform is easy to use. We can view all the features on the screen, as well as create, change, and open a ticket.
View full review »RB
reviewer1675305
IT Support Specialist at a tech services company with 11-50 employees
I like that we are able to email the tickets, and being able to put remote computers into the tickets, is a nice feature.
It's a nice ticketing system.
View full review »CW
Chris Walters
VoIP Network Engineer at Infinet Solutions
I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for.
Some of the mass move features are nice, as far as being able to mass move some tickets and do some mass edit functions.
View full review »DL
reviewer975264
Solution Architect at a security firm with 201-500 employees
The search function is really good. To have a single place where we have the account information stored is probably most valuable.
View full review »TC
Tom Cross
President at Fairoaks IT
The solution integrates with pretty much everything that we need.
The product has been pretty stable so far.
The solution can scale quite well.
View full review »RM
Rick Maiolo
Director of Business Development at FrontBlade Systems Inc.
We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process.
View full review »GW
reviewer1584120
Sr. IT Solutions Architect at a computer software company with 11-50 employees
Some of the most valuable features, at least for us, are definitely apparent when it comes to the kind of central management on offer. Being able for it, number one, to directly integrate into ConnectWise Automate, goes hand in hand. What that allows us to do is it allows us to, have an up-to-date inventory on all of our stuff, and also have all of that information available to us in ConnectWise. Being able to pull pretty much any information needed directly into our ticketing system without having to go outside is always really useful.
We handle our service agreements and our billing and finances and all that stuff. Being central helps us keep track of how much we need to bill each of our clients, as well as how many different tickets we have and how long technically takes when it comes to time and expenses and stuff like that.
It's definitely one of those tools that is super powerful.
The initial setup isn't too difficult.
View full review »TN
reviewer1059012
Vice President International Business Development at a tech services company with 11-50 employees
We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another. This is the only product that has every feature we need and this makes it unique in the market because it has everything that any VAR or MSP would want.
LA
reviewer1500543
Senior Instrustor of IT at a computer software company with 501-1,000 employees
The most valuable features of ConnectWise Manage are that it is on the cloud and functions well.
View full review »The service desk and configurations are the most valuable features.
View full review »SV
reviewer1030434
Chief Executive Officer at a tech services company with 11-50 employees
The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance.
View full review »MF
Mitchell Fitzpatrick
Junior Engineer at a tech services company with 11-50 employees
The most valuable feature is the management of projects from start to finish. It starts with sales and goes right to project delivery.
The automation and integration with our other systems are a benefit.
The usability is really good.
The knowledge base is very thorough.
View full review »The flexibility in agreement billing has been really good - we have a lot of complex contracts with clients and ConnectWise has catered for almost all the ways we'd like to bill customers.
View full review »BP
reviewer1469379
Network Administrator at a computer software company with 11-50 employees
It handles ticketing pretty well, and it's not something I have many critiques for.
View full review »- Contact integration to customers
- Faster way to update the ticket
- Searching for tickets when it is needed.
We use it for Business/Sales Management; it enables tracking of sales leads and opportunities.
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.
768,857 professionals have used our research since 2012.