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.

Long time ConnectWise user still loves ConnectWise

Comentarios: I did 3 years of research before deciding on a PSA. I had a very small company at the time (1 person, me) My colleagues thought I was crazy for buying such a robust system for being such a small company. I bought it because of the built in automation and the ability to create complex agreements. I still have it and I have seen it improve immensely over the years. It's has a .net client and a web interface. Supports widget based pods. Meaning you can add the things you want, remove the things you don't want, and customize the interface per user. QuoteWerks, ConnectWise, Kaseya, Quickbooks - and they ALL integrate. Connectwise will try to sell you, quosal, connectwise, labtech. Personally, and this is just my opinion, Labtech is too complicated. I hate the interface tech's have to use, with a passion. I did some subcontracting for a company that uses LabTech and I had a hard time trying to find the tools I'm looking for. Kasey's interface it so much more user friendly, it's web based. took me a week to become familiar with Kaseya interface, used LabTech for 3 months and was fumbling around trying to find my tools. I checked out LabTech recently, June 2016 and it still sucks. I could go on and on.. So I'll just end here. Just buy ConnectWise, you'll be glad you did.

Puntos a favor:

Mobile iPhone app is A W E S O M E !!! Your clients can use the customer portal Constant Updates Feature request bidding system. 24 hour support online training videos Application blueprints, telling you which modules interact with other modules. Handles complicated and compounded agreements. If you can sell it, ConnectWise can do it. QuickBooks integration is seamless. if you create a product in ConnectWise it will automatically create the product in QuickBooks when it syncs. Mark invoices as paid in QuickBooks and sync to ConnectWise. They are the biggest, so they integrate with everybody. Go to a big IT conference and ask how many people use ConnectWise. The majority can't be wrong.

Puntos en contra:

It can be overwhelming for small companies The north american cloud can be slow sometimes, they know about it, they are rewriting the program so it operates faster but it's a big project. so they release bits and pieces at a time (weekly) If it isn't in ConnectWise it didn't happen, yeah it adds a bunch of work to your day. Junk in junk out. Each user needs their own account. don't buy the on-premise edition, you won't be able to keep up with the updates. They update so frequently I have to update my QuoteWerks frequently,

Connectwise PSA provides complete automation

Puntos a favor:

Comprehensive and easy to use once it is configured.

Puntos en contra:

While it is extremely powerful it does take a fair amount of time to set up and configure.

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.

Decent product but watch their contract tactics

Comentarios: Careful with there sales tactics. They will appear to be a partner but always make sure they have the leverage or upper hand. Read there MSA carefully and understand what your agreeing too.

Puntos a favor:

Easy system to use and implement. Support is quick and easy to access.

Puntos en contra:

There products have been prematurely release and have outages.

A great PSA for any MSP!

Comentarios: The solution overall is great, nothing is perfect and it can most certainly improve on it's quirks. I would say the the overall customer service/account management from Connectwise is lacking and could massively improve

Puntos a favor:

The ability to manage our sales, billing, service desk and project work from one solution.

Puntos en contra:

As much as there is plenty of customisation options, sometimes the most basic automation tasks either have to be set up in an unnecessarily complex way or it's not possible at all.

Like it's written for another business

Comentarios: Negative. The only software owned by Connectwise that was any good was screenconnect, which Connectwise is doing it's best to try to break.

Puntos a favor:

Not very much, it did not leave a good impression.

Puntos en contra:

I was not very impressed with Connectwise PSA. It seemed like to get it to do the basic functionality you had to pay for all these third party plugins in and add-ons. It's almost as if the software was written by somoene who has never worked for an MSP and doesn't understand how the business runs. Bringing up ideas and issues to support was like talking to a brick wall.

Complete solution but slow as molasses

Puntos a favor:

Almost every base is covered in the desktop version of Connectwise Manage. The web version is quite complete as well. The mobile app is horrendous.

Puntos en contra:

Slooooooowwwww. I can't stress enough how slow it is. Every user at our company complains about how much it lags. It doesn't matter where we are or which computer we are using. It is slow. Gigabit internet connection at home and at the office, slow. Brand new 8th gen CPU desktop with SSD. Slow. Laptop. Slow. It is painful. Loggin tickets just gets us the same replies. Try clearing the cache. Try restarting. Report slowness next time it happens so we can check.

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.

ConnectWise Manage for and MSP/Consulting Company

Puntos a favor:

ConnectWise allows for a lot of customizations, works well across multiple platforms, offers a SAAS based model, has a lot of modules to utilize. Good for you beginning MSP looking for an advanced ticketing system with some bells and whistles.

Puntos en contra:

Support is very lacking with next to no off hours support and they try to bill you for a training project at every turn. The SAAS solution runs well until you try and utilize report writers or anything that is customized (i.e. Customer invoice formats) and then becomes extreamly slow. After you move to the Mid sized market you will find this very hard to grow or expand wth your business. And anything you want assistance will will cost you over 200 per hour to reconfigure your system.

Feature filled - ConnectWise it boost

Puntos a favor:

We are currently using Amazon Connect as the inbound call dialer for our business. We have taken ITBoost on trial and this seems to have more features. It provides us with more details with regards to the incoming contact, such as contact history, live updates and also suggests helpful knowledgebase articles. The experience seems a lot more 'complete' and is easy to understand.

Puntos en contra:

I don't like the way that products seem to be separated out. My understanding is that Connectwise gives you access to their entire platform, however this is not the case. You need to signup to trial different products which is slightly annoying. Other than that, this seems to be a good piece of software.

ConnectWise is a horrible company and has mediocre products

Comentarios: Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team.

Puntos a favor:

ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products.

Puntos en contra:

It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale. If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months. ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it.

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.

Best Product we ever adopted.

Comentarios: CW Manage really checked every box that we needed. We use it primarily for tracking service tickets. Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work. This product actually made us money.

Puntos a favor:

Clearly this software was developed by people who do what we do. It actually demands you follow best practices in regards to workflow management around the tech services business. Also it can become the single pane of glass that everyone talks about.

Puntos en contra:

The reporting function could be much better. There are some standard reports, and there is a report writer option, but it is not easy to get the report you want unless it happens to be one of the few canned ones. Was always surprised that the reporting is so weak compared to the rest of the funtions of the product that are so strong.

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.

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

My experience recently has been terrible

Comentarios: I need this product to provide technical support. I am so not pleased at this time and have since requested a demo with Sales Force.

Puntos a favor:

What I like most about this software is its Service Board ticketing system and that they have a variety of third party integrator that work with the software. It has a lot of bells and whistles to customize what you need to run the service desk team

Puntos en contra:

What I like lease about the software is that it is not reliable. The email connector is inconsistently working which also means I don't know when tickets are not going through the system and potentially not helping a customer and losing a customer. Another area that it is week is its CRM , our sales team is looking go to sales force. Its not mobile user friendly.

Has been a solid product from many years

Comentarios: Organization and follow up via the closed loop methodology really allowed us to move our service delivery forward and service our clients more efficiently.

Puntos a favor:

It changed my business. Thanks to the organization the software provided, I was able to build the business to the point at which we sold 5 years ago and I'm now working at another small business which is building up its Managed Services practice.

Puntos en contra:

The lack of feature enhancements the last few years is noted. Since the sale of CW to Toma Bravo I don't believe the software has been moving forward by any other means other than acquisition in a meaningful way.

ConnectWise hasn't made it to the 21st century and private equity is destroying the company

Comentarios: ConnectWise was a leader, and it's momentum changed our industry. Unfortunately the product hasn't evolved and is being left behind by competitors. Now with Thoma Bravo investing it's a flip house - extract value, sell or go public. Now it's about Shareholder return, before it was about the shareholder return tired to the user experience. It now officially costs me 10x more to call ConnectWise than it does to deal with the issue myself.

Puntos a favor:

It does an adequate job of managing tickets, although the product remains tired and dated in how it looks and operates.

Puntos en contra:

It's slow, it's clunky, it's busy, it's tired, it's trying to be so many things that it's hardly good at the most important things.

Defacto PSA

Puntos a favor:

Pretty much the defact IT PSA. Allows inventory and integration into various 3rd party utilities to provide a central location for storing all your documentation and configuration information. Built in invoicing, billing and sales functionality makes this a fully integrated piece of software.

Puntos en contra:

Because of the amount of data stored in the database finding specific pieces are very difficult if you dont know exactly what you are looking for, searching for something can be extremely difficult (which is why third party software vendors have come up with their solutions that ties into this product that make this easier)

Very good PSA software with mediocre support and subpar performance

Comentarios: We love the product, regular updates and feature improvements, but it's performance on even very robust hardware is stunningly poor. The timeliness of their support is also very lacking routinely taking days to ask for information included with the original ticket.

Puntos a favor:

Tons of features, regular updates, and improvements multiple times per year.

Puntos en contra:

Performance is horrible Support is poor Used car like sales experience There are arbitrary limitations to what can be done through the interface and API. The data is there but you cannot automate or take action on it without manual intervention. Requires third party software to get meaningful performance metrics

ConnectWise Manage, splendid tool with multiple uses.

Comentarios: Currently we provide support services and project management, monitoring our clients' cases and the tool works correctly, every day we learn to configure and adapt it for our organization. You can try to acquire it, you will have a great experience.

Puntos a favor:

CW Manage inmediately catches you with the various tasks you can perform and how you can configure it, from entering it in the sales area, marketing, support services, project, management, among others.

Puntos en contra:

Each update delays its entry but its service is sustainable, but for some it turns out to be a complex system that ends up abandonning it to be able to work in which you must have experience.

This CRM is very easy to navigate, and user friendly.

Comentarios: Organization, and easy communication with the Teams we work with.

Puntos a favor:

After customizing fields, statuses and boards, this CRM is very easy to navigate. Adjusting the view to whichever I prefer is great too!

Puntos en contra:

I don't care for the difficult process in which to make a company inactive, or remove a user. Also, changing old templates and status boards. It would be ideal to be able to edit them, rather than having to create new ones. It is a hassle having to update old tickets with the new status or board. It would be great to be able to remove a resource from a ticket using the Actions tab on the service board list.

ConnectWise Manage

Comentarios: Connectwise provides a level of customer service that you just can't find anywhere else. It is super easy to get a hold of them and 9/10 times they have the exact answer you are looking for.

Puntos a favor:

ConnectWise Manage is by far my favorite IT ticking software out there currently. It has helped provide much higher levels of accountability within the IT department and it constantly receiving great new features.

Puntos en contra:

The implementation period takes a long time but it is very understandable once you get into it as they have a lot more to offer compared to other helpdesk systems.

Powerful ticketing tool with lot of integrated features

Comentarios: I've used homebrew, Autotask and CWise over the years and this is the best yet and it is getting better all the time

Puntos a favor:

Fully featured, fully integrated with products like Automate and Control. The latest version lets you connect to machines directly from the ticket which is fantastic. Auvik and LogicMonitor connectivity lets them create tickets when alerts fire (and Auvik will even close tickets that clear)

Puntos en contra:

Working in the back end and templates can be a little cumbersome, but worth sticking with it for the things it can do.