Opiniones de ConnectWise PSA

Muy buen software

Puntos a favor:

Tiene un soporte funcional bastante atractivo y con uan buena interfaz.

Puntos en contra:

Al principio es un poco tedioso de utilizar, pero al fi al le coges el truco.

Connectwise Manage

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

Puntos a favor:

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.

Puntos en contra:

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.

ConnetWise - Best for Mid-Range Players

Puntos a favor:

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

Puntos en contra:

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

Bloated software and a real lack of partnership

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

Puntos a favor:

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

Puntos en contra:

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.

Great tool, great features

Puntos a favor:

I like how ConnectWise integrates other systems and applications to help keep lots of things in less windows. Between RMM and the ticketing system, we use ConnectWise daily and some use it all day long.

Puntos en contra:

Sometimes the features don’t work as well as we’d like it to or we wish there could be more features to make our job easier, but sometimes you have to stick with what works well and wait for the devs to work out the kinks before it’s released.

ConnectWise PSA is great for keeping track of all our projects and client communication in one place.

Puntos a favor:

I love how easy it is to create and track tickets, and the built-in CRM is a game-changer for our team.

Puntos en contra:

The interface can be a bit overwhelming at first, and the learning curve is steep for new users.

RMM tool for me and my team

Puntos a favor:

I really like the real time monitoring and remote management. You can concurrently gather performance data. In addition, you can connect to multiple workstations.

Puntos en contra:

I have no negative feedback yet during the 9months that I have been using the software

ConnectWise PSA Has Effective Features

Puntos a favor:

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

Puntos en contra:

No dislikes about ConnectWise PSA. ConnectWise PSA is amazing.

ConnectWise PSA great App

Puntos a favor:

Its easy to use and very user friendly, and quick to use to remote into someone's pc.

Puntos en contra:

Sometimes I couldn't remote into someone's pc, so had reinstall the app, even if it was updated.

Excellent!

Comentarios: Excellent. Moving our Finance Dept to CW was one of our most important decisions.

Puntos a favor:

All our company in one single Tool. From Service to Finance. All the agreements, all the invoices. What is not in CW it does not exist.

Puntos en contra:

Sometimes it's realy complex to use and understand. But once you get used to ALL the things it has, it's a must have tool.

Why I like ConnectWise PSA over the rest

Puntos a favor:

I like their Desktop Client, which I don't see in AutoTask. It's made my life easier a lot of times. Even if you hit the refresh button accidentally, the ticket note's start time won't reset.Though we think it is great when everything can be accessed over a web browser, it isn't always true.

Puntos en contra:

The lack or notifications feature when you have an update to a ticket.

Room for improvement but a great integrated solution for multifaceted businesses

Puntos a favor:

Tickets, projects and CRM are all integrated.

Puntos en contra:

There are some issues with latency and ability to use product services when updates have been released. There tends to be a period of issues after new features are rolled out. There additionally seems to be periods of slow connectivity towards the end of the month, which as part of the sales team can prove difficult.

Solid suite for smaller MSP's

Puntos a favor:

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.

Puntos en contra:

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%.

CwM

Puntos a favor:

The ticketing system is customizable and allows many useful workflows.

Puntos en contra:

The projects and products section is an absolute nightmare that shouldn't be used.

Horriblewise. Stay away from them

Comentarios: Designed for nothing.

Puntos a favor:

Glitchy modules, failing services, totally rubbish

Puntos en contra:

i dont know where to start, horrible support, arrogant technicians, you also need to fix the problem that they have created.

User Friendly

Comentarios: It was an amazing experience and easy to use

Puntos a favor:

The easy way to bundle and unbundle tickets

Puntos en contra:

none as of the moment because I like it very much

Manage hosted version is so slow it will cost you most in terms of time

Comentarios: Toma Bravio and Connectwise do not care about their clients AT ALL! Connectwise will teach you new levels of frustration as you try to get it to do what you want or just to operate at an acceptable speed. Before purchasing this product I really wish I had fully demo'd everything else. Try dealing with their support. Call current clients using it. Research before buying! After Toma Bravo bought this company things got really bad. They used to make regular progress to features and functionality. Since the TB buyout they just buy other companies that fix some aspect of Manage (like buying IT Boost for documentation in lieu of their "knowledge base"). Third party integrators that don't play ball with Manage's team have their products harmed. Like when Manage wanted to get users to use their payment portal, they broke the viewability all custom invoices from the ConnectBooster payment portal for several months. Shop around!

Puntos a favor:

Manage integrates with almost everything that MSPs use. It does a good job as a centerpiece to all of the other software. It excels at letting ticket management be as detailed as you could possibly want. It has a lot of partially developed features that can still be made use of. It has a detailed report writer capable of making any report you can figure out how to make.

Puntos en contra:

Connectwise Manage is super slow! (Can't stress this enough!) It will cost you a fortune in lost tech's time as they want to enter things end of week/day because it is so frustratingly slow. A fast click in this software is like 3-5 sec. Slow clicks will be 10-30 seconds. "Normal" clicks by the company's definition will cost between 3-8 sec before support will recognize there is an issue. Second detractor, most of the features are just introductions to the functionality designed to get you to buy another system. For example, it has a quoting engine that you can't modify the quote template at all (like to add disclaimer text or a logo or instructions or anything) because they have another costly program called Sell. Sell way over does the quoting feature (adding in so much functionality, complexity and cost that it is prohibitive to use for most shops). Knowledge base lol lol lol. Demo it first!! If you use multiple computers regularly then every time you log into a different system it kicks out your other session. The report writer takes a full minute or two to open and you will need a masters degree in that interface to make it do what you want. Regarding support, expect to be on chat for 10-60 min to get a response from a tech, depending on the issue. If your issue is related to reporting whatsoever they will refuse to assist. Then there is the high cost to it and the lockin. Once you start integrating software into it, it becomes super expensive to switch.

Connectwise Manage is a powerful product that is a core piece of our operations

Comentarios: Overall my experience with Connectwise Manage has been positive. We've had the software in daily use for over 12 years so have grown with it as it's been developed and improved. Like with any application that has so many roles and spans multiple departments, there are always some aspects that don't line up exactly with our existing business practices, but the application has a lot of built-in flexibility so there is almost always a way to get it aligned to our needs. On the occasions where it's not possible, the community is strong and the Connectwise dev team seems to generally listen and accept input from partners, even if execution of some of those feature requests may be slow at times.

Puntos a favor:

The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.

Puntos en contra:

Some of the (relatively) newer features and modules, Change Management for example, are not as intuitive as the older modules. The inclusion of more features and functionality is welcome and necessary, and sometimes is going to involve a learning curve, but Connectwise could make these features easier to use and implement for better adoption.

In a world of okay tools, Manage is the best

Puntos a favor:

As an integrated PSA / Billing System / Ticketing System it functions great. In comparison to the other products in it's space it's light years beyond in functionality and usage.

Puntos en contra:

ConnectWise support and account management leaves a lot to be desired, though there recently have been noticeable improvements and if they continue on this path they'll be a world class company once again. Manage really lacks at: CRM/Sales and a few other items. Dashboards require a third party add-on. It's base functionality is decent but everything else is a pay for me option.

CRM for the Best in the Biz!

Comentarios: 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.

Puntos a favor:

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).

Puntos en contra:

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.

ConnectWise Manage is a Wise Choice

Puntos a favor:

Great to use, configure, maintain and followup on the task at hand

Puntos en contra:

Little expensive and crash a few time. Not sure if its the hardware compatibilty issues.

Connectwise Manage review

Comentarios: It is our PSA for the entire support team and in general most of our users are happy with ut

Puntos a favor:

The scope of features and works it covers. As an MSP it supports us quite well

Puntos en contra:

The CRM function and lack of proper Marketing capabilities

Connectwise runs our operation

Comentarios: 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

Puntos a favor:

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

Puntos en contra:

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.

It takes time to get used to it

Puntos a favor:

As much as I hated this ticketing system, it's come to grow on me. This system is robust. It's really hard to implement if you are coming from your own systems. Once you customize it gets a bit easier. Also it's super important to establish workflows for techs. Otherwise it's really difficult to navigate. However i have gotten used now seeing my calendar with time overlays which helps keep me on track. The calendar for me is my favorite part to be it's central for working because it allows you to work the rest of the portal.

Puntos en contra:

I came off of TeamSupport which had the ability to insert Rich Text into tickets which made my visual way of working much Easier. Connectwise does not have the ability to do that. It's super clunky and makes it painful to attach screenshots. I also wish the global search feature was much better.

I have been using ConnectWise Manage for 7 years as an Account Manager/Sales

Comentarios: The ultimate benefit is that I am more organized with it. I don't forgetting about renewals, tickets or tasks. It helps me deliver more consistent service so that my clients get a better level of support from me.

Puntos a favor:

Tracking customer assets and reminding you when renewals are due are awesome. The flexibility to run client and internal reports are very good. Workflows are great, the automated processes make it so nothing is forgotten or missed. It is a great way for MSP's to stay on top of tickets, tasks, and activities.

Puntos en contra:

I find it very difficult to search for a closed ticket if I don't know a key word in the subject line. It won't search the body of the ticket for a key word.