What do people like about ConnectWise PSA?

Ticketing — proficient in ticket management and employee time tracking Customizable data visualization — SQL queries, graphs, and meters for KPIs Enables KPI creation and monitoring with alerts for operational metrics Handles incoming customer tickets well — tracks employee time/labor well, tracks product cost of materials well, invoices customers properly Invoicing worked much better than other software — more efficient customer data, saving time and resources Better communication between staff — technical support and finance, allowing better and more efficient business operations

Are there any deal-breakers with ConnectWise PSA?

ConnectWise PSA is a broad, robust business management platform for IT service providers — strong on ticketing, time tracking, billing, KPI monitoring, and automation. It can replace disparate systems across a business or delivery function and bring everything into a single system. But the reporting customization and data accuracy issues, the UI modernization needs, the insufficiently robust workflow triggers, and the slow new-feature dev cycle are real. The platform is powerful but can feel dated and clunky in places — and the mobile experience is limited.

ConnectWise PSA

Q: What are the drawbacks of ConnectWise PSA?

Reporting functionality lacks customizable options and can have data accuracy issues User interface is described as needing modernization, with some clunky elements Workflow triggers are considered insufficiently robust for some operational needs Not all service boards will trigger BrightGauge, which can lead to false data More variety in the UI would be nice to pick from A better mobile experience would be good when looking at stats on the iPhone — current mobile experience is limited

Professional Services Automation, Business Process Automation, Project Management, Help Desk

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TL;DR

ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology — cloud-based, integrating automation, help desk and customer service, sales, marketing, project management, and business analytics. It is the hub of the ConnectWise suite.

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Key Facts

VendorConnectWise (Carina Technologies)

Best fit

SMBMid-Market

Pricing

Starting at Custom quote (business management platform for IT service providers)

Free TierSaaS

ConnectWise PSA (formerly Manage)

Custom quote

Annual subscription

Cloud (SaaS)

Ticketing — service tickets with communication history, device details, assigned resources, and documentation
Time tracking — engineers enter time against tickets; tickets and time track agreement efficiency
Billing — bill clients and sync data to accounting (e.g., Business Central, QuickBooks)
Contract management — track agreements, profitability, and utilization
Project management — Kanban boards, Scheduling Assistant, capacity management
Sales and quotes — quotes, sales workflows, configurations, and marketing
KPI creation and monitoring — alerts for operational metrics, CSAT tracking
Automation — workflow triggers and automation for operational tasks

Additional Pricing Information

ConnectWise PSA pricing is custom-quote-only, scaled by technician count, modules, and integrations. Reviewers describe it as a strong platform with a broad feature set, but pricing is a consideration for some smaller shops.

Details

What is ConnectWise PSA?

ConnectWise PSA (formerly Manage) is a business management platform for companies that sell, service, and support technology — the hub of the ConnectWise suite. It is cloud-based and integrates automation, help desk and customer service, sales, marketing, project management, and business analytics. Its core strengths are ticketing (service tickets with communication history, device details, assigned resources, and documentation, with integrated tools like ConnectWise RMM and ScreenConnect), time tracking (engineers enter time against tickets; tickets and time track agreement efficiency), billing (bill clients and sync data to accounting like Business Central and QuickBooks), contract management (track agreements, profitability, and utilization), project management (Kanban boards, Scheduling Assistant, capacity management), sales and quotes (quotes, sales workflows, configurations, and marketing), KPI creation and monitoring (alerts for operational metrics, CSAT tracking), and automation (workflow triggers and automation for operational tasks). On TrustRadius, ConnectWise PSA scores 8.0 out of 10 across 408 reviews; top-performing features are IVR (10.0), social integration (10.0), and ticket creation and submission (9.9). The reviewer base is professional-services-heavy (41.3%) with strong small-business representation (54.9%) and IT as the primary department (76.3%). Reviewers praise ticketing, time tracking, billing, contract management, KPI creation, automation, and the deep customizability. Real-world ROI includes improved visibility into gross profit by agreement and by customer, improved visibility into tech utilization, and — in one case — a purchase by a large PE firm because the company could easily show CSAT ratings. But there are complaints: reporting functionality lacks customizable options and can have data accuracy issues, the UI needs modernization with clunky elements, workflow triggers are insufficiently robust for some operational needs, not all service boards trigger BrightGauge (leading to false data), more UI variety would be nice, the mobile experience is limited on iPhone, and the new-feature dev cycle is slow. Pricing is custom-quote-only. For IT service providers that want a broad, robust business management platform, ConnectWise PSA is a strong candidate; for MSPs that want strong automation and ITSM, Datto Autotask PSA; for a modern UI and workflow, HaloPSA; for billing and revenue operations, Rev.io PSA; for a Kaseya ecosystem play, Kaseya BMS.

Key Features

*Ticketing** — Service tickets with communication history, device details, assigned resources, documentation, and integrated tools
*Time Tracking** — Engineers enter time against tickets; tickets and time track agreement efficiency
*Billing** — Bill clients and sync data to accounting (Business Central, QuickBooks, etc.)
*Contract Management** — Track agreements, profitability, and utilization
*Project Management** — Kanban boards, Scheduling Assistant, capacity management
*Sales & Quotes** — Quotes, sales workflows, configurations, and marketing
*KPI Creation & Monitoring** — Alerts for operational metrics, CSAT tracking, BrightGauge gauges
*Automation** — Workflow triggers and automation for operational tasks
*Mobile App** — Technicians on the go can see what is scheduled, log time, and stay billable
*Customizable Data Visualization** — SQL queries, graphs, and meters for KPIs

Who is it for?

IT service providers (MSPs) that want a broad, robust business management platform
Teams that want strong ticketing, time tracking, billing, and KPI monitoring in one system
Organizations that want to replace disparate systems with a single business management platform
Teams that want automation and workflow triggers for operational tasks
Organizations that want deep customizability and customizable data visualization

Who is it NOT for?

Teams that need highly customizable reporting with strong data accuracy — ConnectWise PSA has reporting limitations
Teams that want a modern UI with less clunkiness — the UI needs modernization
Teams that need robustly robust workflow triggers — some reviewers find them insufficiently robust
Teams that want a strong mobile experience — the mobile app is limited, especially for stats on iPhone
Teams that want a fast new-feature development cycle — the dev cycle is slow according to some reviewers

The Bottom Line

ConnectWise PSA is a broad, robust business management platform for IT service providers — strong on ticketing, time tracking, billing, KPI monitoring, and automation. The 8.0 TrustRadius score reflects real satisfaction, especially around ticketing, time tracking, billing, contract management, and KPI creation. The compromises are the reporting customization and data accuracy issues, the UI modernization needs, the insufficiently robust workflow triggers, the slow new-feature dev cycle, and the limited mobile experience. For IT service providers that want a broad, robust business management platform, ConnectWise PSA is a strong candidate. For MSPs that want strong automation and ITSM, Datto Autotask PSA; for a modern UI and workflow, HaloPSA; for billing and revenue operations, Rev.io PSA; for a Kaseya ecosystem play, Kaseya BMS. The breadth of features and the deep customizability are the key reasons to consider ConnectWise PSA — the reporting and UI gaps are the key trade-offs.

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