Awful software. We have been using it for about a year now, and it takes more time to create and add time to a ticket than it does to actually work the ticket. It's called a cache, but apparently the CW developers are unaware of why a bloated quasi-browser front end is a bad idea. I'm sure there is some reporting on the back end that is useful for management, but as a tech that has to use it dozens of times a day - I hate it. I've honestly thought about writing my own front end. Every single step requires far too much complexity. Even entering time is cumbersome.

I'm sure all the complexity adds up to some nice back office reporting and tracking - but from one of the grunts who has to use it all day, I can say look somewhere else.

Our company has been using ConnectWise for almost two years and I cannot wait to move to another platform. Their support has been horribly slow, our cloud-hosted solution has been slow, and our experience in general has been terrible. They roll out updated with no apparent testing, which has taken down our company on invoicing days multiple times. You can't call for support without getting transferred to someones mailbox, which leaves you with chat or email as your only options. It seems like they couldn't care less about our business, as long as theirs keeps growing. I've tried to give them the benefit of the doubt and attribute these issues to growing pains, but it just doesn't appear to be the case.

There are so many intuitive reports that are not available. For example, if i want to know how much of product X have we sold in a certain date range, it isn't possible. Downstream IT and reselling CW to clients are both complete nightmares, and CW seems to just throw their hands up at both. The sales module, inventory/purchasing module, marketing capabilities, configurations, integrations with RMMs, etc. are all so cumbersome and complex that they are nearly unusable.

In an nutshell, CW does a lot of things okay, but does none of them well. It is very difficult to find someone at CW who actually cares about what you are going through or has any sort of pride in the service they are providing. I can't wait to get away from CW!

Kinda huge, kinda slow, but lots of value for the money.
CW has really helped us as far as sales tracking and integrating things a little more cleanly. We already had a product that did what CW does for support, asset management, and contact management, but we just shifted the $$$'s we were paying a developer over to ConnecWise and got so much more in return. It's funny, we went to the CW conference in 2006 and Arnie polled the audience for how many people use what modules. After ticketing and contacts, man, next to no one was using any of the other things (and I still don't use the project management, it is just to much trouble). But, the CRM and Sales tools are where the rubber meets the road folks. There may be better PSA tools that handle ticketing, or assets, or crm, but none do all the tricks as well as ConnectWise. As a bonus, CW has a prety active community that had broad knowledge of the product and how their businesses use it.

ConnectWise is an amazing PSA but the community and the peer support is just as good. ConnectWise has been instrumental in building our business.

We found ConnectWise in 2004 on a frantic search for something better than the Exchange-driven home grown system we had. One of the initial driving factors to our purchase was that this was a software package written by people who walk in our shoes and were originally trying to solve the exact same problems we had. The approach: profitablity through utilization and accountability. It was the single best purchase we made since we started in 1989 and had paid for itself in under 6 weeks. We never realized how much unbillable time oozed out the day of the average engineer until we were able to track it, and again didn't realize how many other opportunities we were missing.

What began as a single process has really helped us develop over the next several years. ConnectWise continued to develop the product, but an even larger value were the events, community activities, and education that helped break us out of "tunnel-vision" mode and get a much bigger picture of the industry in general. In short, it very well could have saved us from a slow and painful death. In fact, we had never even heard of "managed services" until then, but over the years we have formed relationships with other IT companies and vendors as a direct result of the ConnectWise community.

From a product standpoint, we have had outstanding success being able to effectively manage everything from standard service tickets to recurring agreements, projects, and even the elusive sales funnel. The open API integration has allowed communication with all of our RMM tools and even third party solutions that integrate into our website. Fewer products to manage = happier employees!

If you are looking for a new PSA, consider ConnectWise the entire IT EXPERIENCE rather than just a simple software solution, and realize that anybody can create a tool, but it takes a visionary company to create the community ConnectWise has - and when you learn to leverage that value, the other packages pale in comparison.

We've been using ConnectWise since 2003 (I think we were install #40 or something like that), and it's hard to imagine our business without it. Out of the gate, it added 10% to our bottom line just in terms of accurate and prompt billing for T&M work. Then, as Managed Services business took off, the tools and integration with the industry platforms allowed us to implement services that really help our clients.

They say you can't manage what you can't measure, and ConnectWise helps us measure EVERYTHING. We can track utilization and ROI quickly and accurately, and that makes us nimble, and THAT helps us and our clients.