This product assessment of ConnectWise PSA is based on a synthesis of 6 recent reviews, focusing on overall satisfaction across multiple dimensions of product use. ConnectWise PSA is primarily used for ticketing and service management, with 4 out of 6 reviewers highlighting its importance in managing customer interactions and tracking resolutions. A significant portion of users, 3 out of 6, also leverage the platform for creating invoices, tracking costs, and integrating with accounting systems like QuickBooks and Business Central. While users appreciate the system's capacity to manage support, professional services, and billing processes, there are concerns. Specifically, reporting and customization capabilities were noted as areas needing improvement by 3 of the 6 reviewers. Workflow automation and project management also received multiple mentions as areas that could be enhanced. Overall, ConnectWise PSA is valued for its core service delivery and billing functionalities, but users desire greater flexibility and power in reporting, automation, and project handling.

Pros

Efficient ticketing and service management
Streamlined time tracking
Effective invoicing capabilities
Integration with accounting systems
Comprehensive management of support and professional services

Cons

Limited reporting capabilities
Lack of customization options
Insufficient workflow triggers and automation rules
Inadequate project ticketing and tracking features
Suboptimal project scheduling features

Describe how you use ConnectWise PSA in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 6 reviews | Last Published April 24, 2026

Summary

This report synthesizes 6 recent reviews to understand how users employ ConnectWise PSA and the business problems it addresses. A primary use case revolves around ticketing and service management, mentioned by 4 of 6 reviewers, for managing customer interactions and tracking resolutions. The reviews also highlight the role of ConnectWise PSA in broader integration and business operations, with 3 of 6 reviewers citing its efficiency in creating invoices, tracking costs, and integrating with accounting systems like QuickBooks and Business Central. The reviewers appreciate the system's capacity to manage support, professional services, and billing processes, indicating a comprehensive approach to business operations. Given the small sample size, these findings provide directional insights but may not represent the experiences of all ConnectWise PSA users.

ConnectWise PSA Reviews

119 Reviews

ConnectWise Overall Is A Good Choice But Could Use A Few Upgrades

Rating: 8 out of 10

Incentivized

April 28, 2025

Use Cases and Deployment Scope

We used Connectwise PSA for all our ticketing. We need a way for a customer to contact us and have our staff be alerted quickly and to track the response and resolution both internally and for the customer. In addition to labor notes, this includes knowing everyone who has touched the ticket, any items used on the ticket, any followup needed, etc.

Pros

Handles Incoming Customer Tickets Well
Tracks Employee Time/Labor Well
Tracks Product Cost of Materials Well
Invoices Customers Properly

Cons

Agreement Profitability Tracking - this is a feature that Connectwise could use.
Handling Large Numbers of Tickets - internal ticketing went under our "company" and created so many that it would crash do to the number of tickets.
Ticket Search could use improvement, if you type in the exact ticket number it wouldn't find it.

Likelihood to Recommend

We liked ConnectWise PSA and it has a good platform, but we really feel we outgrew it. Smaller managed service providers would find this easy to use without the issues we were experiencing. Larger organizations may have issues due to size as we did, and this is an area ConnectWise could improve on.

Tammy Kerr

Controller in Finance and Accounting at Sunset Technologies (51-200 employees)

Vetted Review

9 years of experience

Tried and True

Rating: 7 out of 10

Incentivized

February 3, 2025

Use Cases and Deployment Scope

We use ConnectWise PSA Manage to run the operations of our Managed Services and project business. All engineers enter time against tickets, the tickets and time track the efficiency of the agreements. We use ConnectWise to bill the clients and sync the data over to Business Central.

Pros

Ticket Management
Time sheet tracking
deeply customizable

Cons

Project management
support for application development teams
integration with tools like DevOps
Custom scheduling/tech availability

Likelihood to Recommend

PSA is well suited for standard managed service shops. It doesnt work as well for AppDev shops or project heavy scenarios. Its a leader in the market for time/ticket/billing/agreements for Managed services

Verified User

Director in Information Technology (11-50 employees)

Vetted Review

15 years of experience

Overall sufficient, but with limitation outside ticketing.

Rating: 6 out of 10

Incentivized

January 21, 2025

Use Cases and Deployment Scope

We use ConnectWise PSA (Manage) as our ticketing system for service tickets and projects. We also use it for receiving, and picking product for projects and sometimes services tickets. We also use Workflow Rules for a level of automatic triage. We also integrate with Automate, and several 3rd party tools that feed tickets for alerts and issues into the PSA. It also feeds into Quickbooks.

Pros

Basic Ticketing
Integrates with many 3rd party tools (dependent on the 3rd party for how well)
Time tracking against clients, per tech, and across business units.

Cons

Project ticketing, tracking, scheduling, etc.
Workflow rules
Reporting is challenging.

Likelihood to Recommend

ConnectWise PSA is fairly good for helpdesk and general support ticketing and time tracking. It can be very unclear what some options are and documentation while "complete" in most cases, lacks clarity on some items that are not intuitive. The Project functionality is very limited for clear project tracking, including ticket dependency. Reporting is not particularly useful as built. Workflow rules allow us to automate certain ticket actions, but there are lots of gaps were conditions or actions simply were overlooked that ought to have simply been "on the list" when addressing fields that can be checked and updated.

Verified User

Manager in Customer Service (11-50 employees)

Vetted Review

8 years of experience

It's All About The Setup!

Rating: 10 out of 10

January 14, 2025

Use Cases and Deployment Scope

I am a ConnectWise PSA and CPQ Consultant, so I use it every day in many different environments to address many problems that are unique from client to client. We also use PSA at Pivotal Crew (my company) as well. It's our backbone for running our business.

Pros

Time Tracking
Ticket Tracking
Invoicing
Recurring/Contract Billing (Agreements)

Cons

More workflow triggers
Known Issues Resolved in a Timely Manner

Likelihood to Recommend

If you are an MSP or a reactive/proactive provider of services, ConnectWise is a great tool. It's all about the setup however you need to have it setup correctly from the start, because if you do not, things can go bad and get confusing. Setup, Setup, Setup!!

Eileen Wilson

Owner in Professional Services at Pivotal Crew LLC (1-10 employees)

Vetted Review

17 years of experience

Verified on LinkedIn

ConnectWise PSA - All in One Game Changer

Rating: 10 out of 10

Incentivized

December 27, 2024

Use Cases and Deployment Scope

We use ConnectWise PSA in all aspects on the business. I work in Accounting and it is super efficient at creating reoccurring invoices, tracking costs, generating reports, and a seamless integration with QuickBooks and our payment processor. Our technicians also use it for managing the support and professional services board which also easily queues up invoices for billable time.

Pros

Invoicing
Reports
Service Board
Reporting

Cons

Exchanging Equipment
Sales Tax
More Customizable Reports

Likelihood to Recommend

ConnectWise PSA is 100% for MSP industry. As an all in one software it helps manage, monitor, and track all aspects of the business. There are always updates with releases and the team is great with responding to questions and feedback on new features or bugs that are found within the software.

Verified User

Manager in Corporate (1-10 employees)

Vetted Review

2 years of experience

Powerful, reliable PSA

Rating: 8 out of 10

December 17, 2024

Use Cases and Deployment Scope

I have been implementing, administrating and using ConnectWise PSA for over 10 years. ConnectWise can help organisations making that leap from being an IT break/fix shop to becoming a fully formed MSP. The implementation of ConnectWise PSA can replace any disparate systems being used across a business or delivery function. Allowing you to bring in a single system to fill all your needs. The main function is ticketing, but also includes Projects, Quotes, Sales, Configurations, Marketing, and more.

Pros

Ticketing
KPI creation/management/monitoring
Automation
Simple implementation

Cons

UI needs updating
New features dev cycle slow

Likelihood to Recommend

MSPs wanting to find a single system to fill all their needs. Businesses wanting to increase their ability to deal with tickets, with advanced management and KPI monitoring. Small IT business who need more than just a ticketing system and are looking to make the leap to a full PSA with integration options, client portal and advanced configuration.

Jason Parsons

Consultant in Information Technology at Bam Boom Cloud (51-200 employees)

Vetted Review

6 years of experience

Verified on LinkedIn

Hindsight! Avoid ConnectWise products if you value your time and sanity.

Rating: 1 out of 10

July 6, 2023

Use Cases and Deployment Scope

Knowing what I know now, I would not have made the switch. Certainly the software is robust but it is antiquated and their third party trainers are not nearly as knowledgeable as one would expect. When spending thousands on a deployment you would have some expectation of better support and assistance but often the trainings were a full week apart and the transition lasted 5 months instead of 4 weeks with countless issues that had to be resolved at an elevated support level. Everything your sales rep promises will be stretched beyond belief. The "rebatch" for pulling bad invoices back out of Quickbooks isn't a "rebatch" at all and is instead a series of actions to delete the invoices in Quickbooks and multiple steps to adjust the company records in Manage. The Quickbooks connector is a joke and every step within Manage is complicated and does not flow well.

Pros

The sales team is relentless in seeking out your business. Unfortunately, they'll tell you what you want to hear even if it means stretching the truth.

Cons

Training and support are a disaster. If you're lucky you'll get a representative you can comprehend.
Overall, they oversell the product. Manage should be the icing on the cake, not the absolute pit of despair.

Likelihood to Recommend

Manage is a disaster and needs a full overhaul. I have yet to find a single area they do better than the program we used before and yet they are 3x the cost.

Verified User

Manager in Corporate (1-10 employees)

Vetted Review

1 year of experience

Buyer beware, its no wonder there is no trial period on this product.

Rating: 1 out of 10

November 1, 2022

Use Cases and Deployment Scope

We are trying to use it to manage our project and CMSP client based services. We wanted a application to track projects, tickets, CMSP services, contracts, and sell for proposals, contract creation and lead follow-up. We were seeking efficiency for managing operations in a rapidly growing business. The challenge is the lies CW Salesperson told us on the native integration, simple data entry, ez management, interfaces with all of our business apps easily, calendars sync immediately, works with our office suite, CRM, etc. Unless you business is fully running on Microsoft Dynamics and O365 this may not be for you. It is an absolute money pit in my opinion.

Technology wise, it is comparable to an early access database. A very homegrown antiquated feel. It also requires a 100% dedicated resource for managing it. The salesperson told us it it was like having an added person as a resource. It certainly is having an opposite impact.

Pros

Connects with Sell
Inventory management
Numerous daily nuisance emails

Cons

Too many disparate pieces
Manage and Sell should all be on the same application
Integration to work properly requires costly 3rd party apps
Significant hours lost in training, integration and implementation
Too many to list

Likelihood to Recommend

You absolutely need a full time individual on this program to manage it properly. It is likely a powerful application. However, you have to know how all the disparate parts interact with the other content in the application. How they actually interface with your businesses operation applications (really check this one out as it only seems to play nice with Microsoft suites based on our experience.) and decide how much time and additional money you are willing to bury into this. Figure at least 2x over CW cost your initial period of out-of-pocket costs.

Steve Muenstermann

President/CEO in Information Technology at Cloudbusters®, Inc./Control Freaks® (11-50 employees)

Vetted Review

1 year of experience

View profile

Stay away from ConnectWise unless you want to be locked in a contract you might regret later

Rating: 1 out of 10

October 3, 2022

Use Cases and Deployment Scope

Please don't make the mistake that I did by working with ConnectWise. Once you are locked into a contract the only change you can ever make is to ADD to the contract. If you want to remove something or make a change that would reduce your billing you must wait until your contract period is up.

For example, I use ConnectWise Automate, and a client is required for each computer. You have to purchase clients in blocks. If you don't use all the clients, that's your problem, you still pay for them. If you don't have enough clients you can't utilize it on those computers.

I had a simple request for ConnectWise. Please let me add a few hundred clients, but if I want to reduce that number, please let me do so with 30 days notice. ConnectWise said, very clearly, NO. You can only add clients and can't remove them. What kind of vendor engages in this sort of behavior?

Pros

Billing
Contracts for multiyear periods
Docusign
Inflexibiilty with contract terms

Cons

Allow us to add and remove items without being locked into a contract
Allow us to have people to speak to that are allowed to do more than give us their names
Treat your customers like they matter

Likelihood to Recommend

I don't recommend using ConnectWise unless you want to work with a company that will only allow you to add products and increase your cost but will never let you remove items unless your entire contract is up/expired. I know of no other company that enforces terms like this and is a good partner to work with.

Guy Kittelson

CEO (Chief Executive Officer) in Information Technology at Kittelson IT Solutions, Inc. (1-10 employees)

Vetted Review

15 years of experience

Great CMS for MSPs

Rating: 9 out of 10

Incentivized

March 28, 2022

Use Cases and Deployment Scope

We use Connectwise across the business, as an MSP it integrates across all departments from sales and marketing to the service desk. Prior to using this platform, we had disparate systems that weren't linked and maintaining communication across departments in a growing company was challenging. Connectwise handles leads from right at the top of the funnel through to sales and then onto support. It's easy to use and most sections are pretty intuitive, the university links in all areas are really handy to get help if you're stuck with how an element functions.