ConnectWise PSA

Pros: We are able to contain all of our information in a single location and able to access easily. The additional integrations continue to be a huge benefit for our company.

Cons: While it is easy to reach out/create a support ticket, it often takes longer to find a resolution and at times understanding is a challenge.

Pros: ConnectWise PSA is feature rich. Lots of flexibility with ticket workflow. Asio integration is getting better with new workflows as well.

Cons: Too many lurched products that were bolted on and not natively integrated. NOC team doesn’t use the same ticketing system but it is integrated. SOC team doesn’t use the PSA ticketing system at all.

Pros: ConnectWise is robust -- there are tons of features and options that provide an elaborate ticketing system, including all of the multimedia uploads required of a modern business, met with time keeping tools. The ticketing system is very collaborative, and supportive of remote workers. Overall awesome for a collaborative ticketing system for the mainstream end user, and beyond.

Cons: Not anything specific. It works flawlessly. There are so many customizable options. YA DIBYA, awwww yosssssss. :3

Pros: It is a great ticketing tool with a wide range of features that provide detailed analysis of tickets and team productivity. The level of customization allows tickets to be managed efficiently, making categorization, prioritization, and assignment straightforward.

Cons: Configuration can be somewhat confusing, particularly when trying to locate the correct areas to configure specific settings. Additionally, many ticket options, such as ticket types and classifications, must be created manually, which can be time-consuming. Due to the way tickets are received, formatting within tables can be lost, which can be frustrating.

Pros: I like the inclusion of everything a new or existing MSP needs. From ticketing to finance to projects everything you need is right there.

Cons: The interface is ugly and cannot be customized like other brands. It looks really old and doesnt seem to have every really gone through a design change.

Pros: We use ConnectWise PSA exclusively at our MSP. The ticketing system provides accountability for instances from open to close across all departments of our business.

Cons: I find the program difficult for new hires to "jump in" on. My more seasoned agents have no issues with the application, but there is a steep learning curve because much of the navigation from tab to tab and section to section does not happen intuitively.

Pros: It is Very Secure and has good Customer support when we need help with managing our tickets. We are able to make boards and have workflow rules to help take care of clients.

Cons: Sometimes its slow and it requires a lot of training to get good at working the workflows and setting them up.

Pros: Range of Coverage. It supports the ability to manage a number of categories to create a thorough baseline as a CRM tool.

Cons: Redundant submission of same data. It seemed as though it was necessary to submit the same inforamtion a number of times.

Pros: It's a great tool for any Technology Services organization. Workflows can do a lot, aligns to ITIL, can be built in a flexible way to support the needs of the business.

Cons: Workflows do have their own limitations and it requires some foundational knowledge of the system before setup. SLA's only being tied to agreements instead of boards can be a constraint

Pros: Automation with ConnectWise is pretty amazing compared to the PSA that we came from. The Service Desk/Dispatch Portal are very flexible and customizable to each users preferences/job role.

Cons: Inventory with ConnectWise is cumbersome and does not work well with our business model. We came from TigerpawOne, which actually did inventory well so it was a bit of a let down after moving to the CW PSA platform.

Pros: A straightforward PSA that actually does what it says on the box. Tickets done in a way that makes sense with time tracking that is easy to use for the whole IT staff. The project management experience is just ticket organized in a project setting, rather then a complex new problem to solve. It integrates with so many platforms. The rules for triage to QA are easy to configure. This PSA is fantastic.

Cons: The desktop client is slow and the web client is only OK. Also, if you are not hosting the instance yourself, getting backups is a real challenge.

Pros: The integration of services is great. This software ties into our device management solution and allows for automatic ticket creation that then flows into our service path. From issue detection to tech action to client notification to resolution, ConnectWise handled all the tracking making sure our service agreement metrics were met.

Cons: Since the integrations are extensive, the configuration can be as well. Unsurprisingly, if you tie in everything that you can, the setup and maintenance grows.

Pros: Very feature rich and highly customizable, you can use this tool to manage a ton of workflows across the company. There is better stuff out there for CMDB, Sales, etc but for service tickets and project management it is solid.

Cons: The UI was pretty awful, and it was not the most intuitive for new staff to pick up. Some of the integrations were not very meaningful.

Pros: I like that ConnectWise PSA brings everything into one place, tickets, time tracking, projects, and billing. It helped us stay organized and save time with its automation features.

Cons: The project management tools felt a bit clunky and not as user-friendly as the rest of the system. Reporting could also be hard to customize and wasn’t always easy to get the info we needed quickly.

Pros: It has a lot of features, however many are add-ons these days It was priced decented to begin with.

Cons: The overcomplicated backend. The very out dated UI. The modules for quoting etc etc. Pricing is going up and up with no real updates.

Pros: It is extremely powerful and can do just about anything you need out of a PSA. It does just work once it is setup and everything integrates with it.

Cons: complicated and outdated. It does not feel like a modern platform. there are aspects like pods that you can't control granularly on tickets.

Pros: They have good training materials to help learn the software.

Cons: The software is not flexible. You have to run your workflow how the software is designed. Also to get useful data you have to use many additional add-ons.

Pros: There is a large number of things you can do in and use for in PSA.

Cons: Sync issues, the extended process for something simple, the smallest error turns into a huge throughout other parts of the finance world, support has a language barrier and its hard to communicate quickly.

Pros: Ease of Use Integrations Product Training

Cons: Startup configuration takes a good bit of time and knowledge of the system, but if setup correctly, the platform is great!

Pros: Well built application with deep customization and strong reputation in the MSP space. We have been using this for a long time and it has served us well from an on-prem and remote worker POV.

Cons: Support has been lackluster over the years, feature updates take a long time to be reviewed and accepted, it seems like this product is easy to misconfigure and then get stuck with how things were built prior to your involvement.

Pros: When the software works it works. That is about the best I can say about the software

Cons: Software support is the absolute worst. Everyone works remote, there is no supervision and they decide to get to tickets when they want to. Software is buggy and they can't figure out why integrations with the ERP software doesn't work.

Pros: I enjoyed the ease of the navigating through the site.

Cons: The cost was a little high in my opinion.