849 total
Start at the end first. What I mean by that, is to make sure you look at and learn what is considered best practice. It’s good to know that ConnectWise really consider the whole experience when adding and improving the functions within PSA.
Date of experience: 02 January 2025
Reply from ConnectWise
Thank you for sharing your feedback! We're proud to support your business needs.
I have been using ConnectWise PSA since 2004, I started consulting on the software in 2010. From being an end user learning, to the company CW Admin to a CW Manage Consultant that has worked for myself, worked for a CW Consulting firm then back to working for myself, I have worked with hundreds of partners.
The key is the setup and the understanding of how the system works and downstream effects of the setup here or changing something here and what it does over there.
If you're looking to get a PSA, I suggest getting a consultant to help you set it up right to start as one glove does not fit all, and what me and my partners have is years of experience seeing the system setup in many different ways to service many different types of MSP's.
Again, if you can configure the system correct at the start, it's really a solid product. Setup, setup, setup!
Date of experience: 06 December 2024
We joined a partnership, never got onboarded. Absolutely the worst service. I cancelled of partnership as we never onboarded, although continue to get invoices that we dispute and request credit notes and all they do is send a ticket to the inept customer success team. Do not engage. There is no value. Not sure it is just not a scam.
Date of experience: 14 November 2024
Reply from ConnectWise
Hi, Neil. I am sorry to hear about your onboarding experience. This is not the experience we aim to achieve.
We appreciate your feedback and welcome any additional details to partnerchampions@connectwise.com
Have worked with ConnectWise products for 10 years and have had good experiences overall.
Manage/PSA is a good system, can be complex at times and needs a UI overhaul, but does what you need it to do. BrightGauge is the best product they have, recommend this to everyone. Adds value for easy reporting/dashboards.
Support has always helped me when I've needed it. Being a power user this usually takes a bit longer and needs an escalation. But the self service (ConnectWise University) knowledgeable is fantastic (for Manage/PSA). Someone could utilise this to implement the system themselves if required. Which you cannot say about all PSA products.
Areas they need to improve would be the UI of the systems, improve new feature roadmap (they are being left behind by some competitors) and the Consultancy needs to be better. They could really benefit by brining in some people from the MSP space to give them better insight.
Date of experience: 13 November 2024
I've been using ConnectWise PSA for over a decade, and as a ConnectWise PSA consultant working with hundreds of partners, I've learned that proper configuration is essential to truly maximize its capabilities. While the interface often receives criticism, I believe it's more about familiarity and effective setup. That said, ConnectWise has been making strides with the Asio unified platform, which brings a more modern look and feel. Personally, the existing UI has never been an issue for me—once you know the system, it becomes second nature. Overall, it's a powerful tool that delivers when tailored to your needs.
Date of experience: 13 November 2024
As someone who works closely with MSPs and leverages GlassHive for their marketing, ConnectWise has been an absolute game-changer. Their tools and content are incredibly comprehensive, providing the exact insights and resources I need to help my clients stay ahead. ConnectWise is always on the pulse of what matters most to MSPs, from cybersecurity solutions to automation tools. Their platform makes it so easy to deliver high-value services to my clients, streamlining processes and ensuring we're always equipped with the best strategies. Plus, their commitment to ongoing education and content creation sets them apart. ConnectWise doesn't just offer products; they provide a full ecosystem that truly empowers MSPs to succeed. Highly recommended!
Date of experience: 05 November 2024
This company, increase prices right after contract. They do not reply to support tickets. Months of problems without solutions. Closing tickets without solving or even answering. Worst support I ever encountered. If you think to be their partner - think again, after 1 year they will go after your customers directly, offering lowered contracts for them then for partner - and after a year they increase price to normal for that customer. Choose something better then this for your clients! Worst experience ever.
Date of experience: 27 December 2023
Reply from ConnectWise
Thank you for sharing your feedback. Can I help you get some of these challenges in order by connecting you with our account management team?
As an IT person I have had to remove their remote software manually many times for customers They call me after they were scammed online. The software runs a a service and if you stop the program in task manager it restarts. The software is a perfect tool for scammers as it has no uninstall and no prompt alerting the user and it is hard to clean out of the PC. Even VNC alerts the user when it is in use. AVG and Avast are now are detecting it as a threat and other AV's will follow.
Date of experience: 14 March 2024
Reply from ConnectWise
We understand your concerns about ScreenConnect and its potential misuse.
Scammers often use legitimate, free tools offered online to take over a victim's machine. To protect themselves, consumers need to use caution when answering emails or calls from support agents that they have no prior history with.
ConnectWise has a dedicated team actively working to enhance our cybersecurity measures. We're committed to providing a reliable and trustworthy solution, including combating support scams.
Please see our documentation for further guidance on how to report malicious use, tips to avoid falling victim to a scam, and how to remove the application if needed - https://docs.connectwise.com/ConnectWise_ScreenConnect_Documentation/Report_malicious_use
Screenconnect (connectwise) is one of the best remote support tools I've used as an IT admin. Very EASY and intuitive, and for the most part consistent!
Every once and again, the remote client service doesn't start. However, I can't say for sure if it's a connectwise thing or a WINDOWS thing... other non-windows services start up fine, but as I said it's few and far between.
Date of experience: 06 May 2022
One of our IT team's favorite tools! ConnectWise Control is fast, reliable, and easy to use.
Being web based make it easy to access, rather than always having to have a thick client installed.
Being able to run commands on devices in the background without having to remote to the PC is also a great timesaver.
Extensions enhance the features and capabilities of the product.
ConnectWise Control improves our customer service and makes our IT team happy.
Date of experience: 06 May 2022
Saying that I've enjoyed working with an RMM product is maybe a bit weird...who "enjoys" working with tech solutions? But really...the web interface is intuitive, the endpoint agent is easily deployable (PDQ, NinjaOne, etc), and the on-demand and enduser allowed sessions are smooth. In my 20+ years in (some manner of) IT support, ConnectWise Control has been my better experience.
Date of experience: 06 May 2022
Ever since I've upgraded to ConnectWise Automate, my business productivity has skyrocketed. Their stuff is the best, no joke. I had an instance of Control for a year, and just the abilities of that software are pretty amazing. Lots of extras bundled into just remote control software. Automate is next level, performs tons of PSA tasks and keeps everything in check. Love, Love, LOVE this companies software. 10/10 would recommend it to anyone trying to be a MSP
Date of experience: 12 September 2021
ConnectWise Control has saved us time and money by allowing our staff to quickly take care of problems onsite and remotely. This has allowed us to transition our workforce into a remote workplace without any problems. It is great software and a must have for all IT departments.
Date of experience: 06 May 2022
I love control but there are a large number of features that are needed and have been requested by many partners over the years but I have the feeling that no one is working on those requests. Some of them for over 5 years.
I think that ConnectWise has their dev's tied up in new integrations with their other RMM products instead of implementing requested features or fixing bugs.
Date of experience: 21 October 2021
Reply from ConnectWise
Hi Sean, thanks for your review. ConnectWise Control is still innovating and striving to be the best remote support tool on the market. We'd love to get your feedback and talk about what's next for Control. Please feel free to reach out to our PM team:
ctrlpm@connectwise.com
This is probably the worst suite of tools ive ever seen. It seems to be a simple case of merging with lots of companies but not actually having the technology team to integrate it. They have all the sales blurb with none of the execution.
For example:
Single Sign on doesn't work,
The UI/UX team has never done UI/UX before,
Buttons and menus are hidden in the most ridiculous places,
Unintuitive
Slow,
Buggy,
I could actually go on for days.
Date of experience: 03 May 2022
ConnectWise Command is an awful product.
We switched from N-Able and have had nothing but issues with many aspects of the portal simply not working.
The Partner Care team do not 'care' about this and our account manager is non-existent.
Date of experience: 23 May 2022
Working great for our Remote work teams since the pandemic. Dual Screens, printing, chat very helpful. Training Videos help at home workers. Admin tools are very helpful for working on multiple computers while multitasking.
Date of experience: 08 October 2021
Solid program that I use daily. Works well from my work PC as well as remotely from my home PC in urgent situations. It saves me from having to run across an 85 acre campus for simple password issues, as well as remote software installations.
Date of experience: 06 May 2022
I'm an IT consultant (that works closely with small businesses) in the Dallas/FT. Worth area (200+ machines). I appreciate all the development of the main product and all the extensions that allow for tailoring of one's experience. They have exactly all the pieces I need.
As feedback: It would be of great benefit if some integration with Avast CloudCare were to be developed. E.g. get a report of software running on each machine, specifically which machines do or do not have Avast.
Also, instead of having a 250 machine cut-off for the excellent price, a 300-350.
THANKS FOR THE GREATNESS OF CONNECTWISE!
Date of experience: 06 May 2022
Invasive software that can not be un installed. Instead, you need to stop the service from running. Often used by scammers to gain and retain control over victim computers without their knowledge.
Date of experience: 14 February 2023
