"It handles ticketing pretty well, and it's not something I have many critiques for."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"It's a nice ticketing system."
"Contains every feature that a VAR or MSP would want."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"The product has been pretty stable so far."
"The initial setup isn't too difficult."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The most requested feature from our customers is the helpdesk ticketing system."
"The reporting is very good."
"Many more features than other comparable products."
"The most valuable feature is the reporting of incidents."
"The tracking inventory or the way it tracks the products is not very good."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"It needs to be easier to share tickets between users who need to work together."
"The custom reporting needs to be improved."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"I have found SCSM not adequate enough to carry out some functions."
"The configuration could be easier."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"The user interface needs to be improved."
"We would like to see a web-based interface that works on mobile devices."
"They need more integration with open-source products."
Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations.
ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business.
ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.
ConnectWise Manage is ranked 9th in Help Desk Software with 10 reviews while SCSM is ranked 12th in Help Desk Software with 6 reviews. ConnectWise Manage is rated 8.2, while SCSM is rated 6.8. The top reviewer of ConnectWise Manage writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". ConnectWise Manage is most compared with ServiceNow, Datto Autotask Professional Services Automation, ManageEngine ServiceDesk Plus, Kaseya BMS and JIRA Service Management, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Clarity SM and Zendesk Guide. See our ConnectWise Manage vs. SCSM report.
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