--- title: "ConnectWise PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ConnectWise PSA the right Managed Service Providers (MSP) solution for you? Explore 346 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/107931/ConnectWise-Manage/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-19" --- ConnectWise PSA 4.2 (345) [View alternatives](https://www.capterra.com/p/107931/ConnectWise-Manage/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 19th, 2026 # Reviews of ConnectWise PSA Ease of use 3.9 Customer Service 3.9 ## Pros and Cons in Reviews JD Josh D IT Support EngineerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “The ticketing and ticket management features are particularly strong, allowing us to efficiently manage workloads, track customer issues, and maintain visibility across the service desk.“ July 20, 2026 PC Philippe C Technical DirectorInformation Technology and Services, 51 - 200 employeesUsed the software for: More than 2 years. “The interface needs a rework, the GUI is aging and iT,s starting to show compared to newer PSAs like NinjaRMM“ August 7, 2026 JD Josh D IT Support EngineerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “Features such as child tickets, workflows, automation, and reporting help streamline day-to-day operations and improve efficiency.“ July 20, 2026 Harry H Team LeaderComputer Networking, 2 - 10 employeesUsed the software for: More than 2 years. “It can be slow to load sometimes more than often which can slow down productivity and increase technician frustrations.“ September 17, 2026 Harry Q First Line engineerInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “ConnectWise PSA provides a good central platform for managing tickets, clients, assets and day-to-day IT support work.“ September 17, 2026 DS Daniel S Security EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “I have learned a lot of what this system can do over the years, I know that there is a lot more that it promises that I haven't been granted access to because the owner can't figure out how to grant those permissions.“ July 28, 2026 JF Jake F Second Line SysadminTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “The level of customization allows tickets to be managed efficiently, making categorization, prioritization, and assignment straightforward.“ December 12, 2025 JF Jake F Second Line SysadminTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “Additionally, many ticket options, such as ticket types and classifications, must be created manually, which can be time-consuming.“ December 12, 2025 ## Showing most helpful reviews Showing 1-25 of 345 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Verified Reviewer Team Leader Used the software for: 3-5 years ### "good product" September 21, 2026 4.0 overall its good, the cost of it isnt too bad so value for money is there, its secure and support mfa / sso. It is a good system and has plenty of features out of the box. Pros Good for managing tickets and keeping a timeline of events with issues logged. Links with Automate for automation and remote monitoring. Helps us support customers better. Cons It can be slow to load sometimes more than often which can slow down productivity and increase technician frustrations. Review Source Verified Reviewer First Line engineer Used the software for: 3-5 years ### "Powerful PSA with plenty of features for MSP environments" September 21, 2026 5.0 Overall, ConnectWise PSA has been a reliable platform for managing IT support operations. It provides a wide range of features for ticket management, customer management, workflow automation and reporting, and it works particularly well in an MSP environment where there are a large number of tickets and customers to manage. It does take some time to become familiar with the platform, and some areas could be made more straightforward from a usability perspective. However, once configured correctly, it provides a strong foundation for organising and managing day-to-day IT support. Pros ConnectWise PSA provides a good central platform for managing tickets, clients, assets and day-to-day IT support work. Having customer information, ticket history and service information in one place makes it much easier to keep track of issues and maintain a clear history of support activity. The integration with other ConnectWise products and the automation capabilities are also useful for streamlining repetitive tasks and workflows. Cons The interface can sometimes feel quite cluttered and unintuitive, particularly when navigating between different areas of the system. Some processes require more clicks than they ideally should, and finding specific information can occasionally be frustrating. There is also a fairly steep learning curve for new users, especially when dealing with the more advanced configuration and automation features. Review Source JL Jason L. Managing Partner Used the software for: 3-5 years ### "Great product that has fall off over the past few years. " September 3, 2026 3.0 Originally we were very happy with ConnectWise. But over the years, they have not kept up with the competition. Pros We have used ConnectWise PSA for over 10 years. we like the dependability. Connectwise is also very widely used and has plugins for most our tools. Cons We are disappointed in the customer portal with Connectwise PSA. We also do not like the the user interface. Review Source R Reviewer Technical Director Used the software for: 3-5 years ### "An ageing interface built but a rock solid foundation" August 9, 2026 4.0 Pros Connectwise preety much wrote the book on PSA. The have a very robust fondation and the ticketing system and management is very mature. Cons The interface needs a rework, the GUI is aging and iT,s starting to show compared to newer PSAs like NinjaRMM Review Source R Reviewer Security Engineer Used the software for: 3-5 years ### "A comprehensive system that requires a major upfront time investment" July 29, 2026 4.0 I have learned a lot of what this system can do over the years, I know that there is a lot more that it promises that I haven't been granted access to because the owner can't figure out how to grant those permissions. Utilize the support staff early and often in your onboarding to make sure you get plain words to describe how to do what you want. Pros The ability to create templates and flows are very helpful for repeated tasks. There are more features than you can be reasonably expected to maintain awareness of. The Ticket management features let you find ticket history grouped by company, customer, and even endpoint. If you have a large team, you can delegate different permissions to them Cons There are more features than you can be reasonably expected to maintain awareness of. If you have a small team and you are the sole administrator, be prepared to do a lot of work, as there are permissions that must be granted granularly that aren't the easiest to understand. Review Source R Reviewer IT Support Engineer Used the software for: 3-5 years ### "Feature-Rich PSA Platform with Excellent Ticketing and Integrations" July 21, 2026 5.0 ConnectWise PSA has been a key platform for our MSP, providing powerful ticketing and service management capabilities. The ticketing and ticket management features are particularly strong, allowing us to efficiently manage workloads, track customer issues, and maintain visibility across the service desk. Features such as child tickets, workflow automation, and reporting provide excellent flexibility for managing support operations. Pros ConnectWise PSA is an excellent platform for managing tickets and service delivery within an MSP environment. The ticketing and ticket management capabilities are among its strongest features, providing good visibility of workloads, customer issues, and service performance. Features such as child tickets, workflows, automation, and reporting help streamline day-to-day operations and improve efficiency. One of the biggest benefits is the extensive integration ecosystem. We integrate ConnectWise PSA with NinjaOne RMM, Sophos, UniFi networking solutions, and backup platforms, allowing information to be centralised and reducing the need to switch between multiple systems. This helps our engineers work more efficiently and maintain better visibility across client environments. The automation and workflow capabilities can save significant time once configured properly, and the platform offers a comprehensive feature set that can scale with business growth. Overall, it's a powerful and reliable PSA solution that has become a critical part of our service delivery process. Cons The platform has a steep learning curve and can feel overwhelming at times due to the amount of information displayed on screen. New users may find navigation confusing until they become familiar with the interface. There are also some minor quirks that can be frustrating, such as a ticket being updated by another engineer while you're writing a note, which can result in your text being lost unless you've copied it elsewhere first. While highly capable, some areas could be more intuitive and streamlined. Review Source R Reviewer Senior Engineer Used the software for: 3-5 years ### "Connect Wise: Proceed at your own risk!" June 2, 2026 1.0 I am not a big fan of the platform overall. I have used it in multiple companies and each organization has either gotten rid of it or is in the process of doing so. Pros It tracks things and does a decent job of ticketing an management. I feel that workflows do help quite a bit. Configurations and many other features are helpful anyone. Cons I feel like it is extremely expensive and the customer support has gone way downhill since Kaseya took the brand over. Better scammer protection from a security perspective would be a welcome addition. Review Source DL David L. MSP Architect Used the software for: 3-5 years ### "Great PSA system is you take the time to set it up according to your needs" June 2, 2026 5.0 It is a very customizable system, which is probably its biggest strength and why new people also get scared away. Anything you want to do as a mature company is present in the system, but all options can be scary at first. But in more than quadrupling the size of the company, it has always kept up with our needs and different ways of doing billing, invoicing and integrating vendors. Pros Very complete ticketing system with integrations to all the major vendors in the space. Lots of customization and automation options. You can set boards, tickets and projects up exactly as needed. Cons The layout is stuck in the 90's. It is being revamped in the Connectwise ASIO Platform, but that layout, while more modern, seems to be more suited for mobile devices and tablets. Way too much whitespace all over and information density is not there on the new version like the old one.. Review Source VR Verified Reviewer President Used the software for: 3-5 years ### "Complete and does its job well, but pricey and stuck back in time..." May 14, 2026 3.0 Overall, it is a good experience, however the lack of innovation, and new interface it has made us look elsewhere. Pros It integrates with everything. It does the work for what it is. It has all the features we want to have, from billing, ticketing, portals, etc. Ticket management is good. Cons Over the years, the interface has stayed the same. Not happy with this fact. Also, the cost is pretty high for what it provides. We are forced to buy separate products to complete everything. If it was priced lower with all the features bundled in, like Halo PSA, we would have been very happy. It is very hard to make things work, but once they work, they are top notch. Review Source Kyle V. Senior Support Specialist Used the software for: 3-5 years ### "ConnectWise PSA Product Review" May 6, 2026 5.0 So far it has been great and will recommend it to anyone. I give it a 10 out of 10 after years of using it. Pros Been using it for 8 years now, really great for ticket management, automation, customer support is quick too Cons I haven’t found much as of yet. It may be slow at times but doesn’t affect the workflow that much. Although, some features are hard to find at times. Review Source R Reviewer Account Manager Used the software for: Less than 1 year ### "ConnectWise PSA "Quite the Tool"" November 26, 2025 4.0 Relatively easy to navigate and submit information. Some questions were not self explanatory and the content requested was not always intuitive. Pros Range of Coverage. It supports the ability to manage a number of categories to create a thorough baseline as a CRM tool. Cons Redundant submission of same data. It seemed as though it was necessary to submit the same inforamtion a number of times. Review Source Kavindu Githsara K. System Specialist Used the software for: 1-3 years ### "Gauge Your Business Performance with BrightGauge" March 15, 2023 5.0 Overall, BrightGauge is an excellent tool for businesses that need to track and manage KPIs in real-time. Its user-friendly interface and extensive integrations make it easy to set up and use, while the real-time data updates ensure that users are always informed about changes in their data. While the pricing structure may be a bit confusing, the benefits of using BrightGauge for data visualization and analysis make it a worthwhile investment for many businesses. Pros As a user of BrightGauge software in my company, I have found it to be a highly useful and intuitive tool for managing and visualizing key performance indicators (KPIs) in real-time. BrightGauge offers a wide range of integrations with popular data sources, such as QuickBooks, ConnectWise, and Microsoft Excel, which makes it easy to consolidate and analyze data from various sources in a single platform.One of the major pros of BrightGauge is its user-friendly interface. Setting up dashboards and reports is a breeze, with customizable widgets that can be easily dragged and dropped onto the screen. The platform offers a wide range of pre-built templates for different industries and KPIs, so users can get started quickly and easily. The dashboards are highly visual, with charts, gauges, and tables that make it easy to identify trends and patterns in the data.Another major advantage of BrightGauge is its real-time data updates. The platform is designed to provide users with up-to-date information on key metrics, which is critical for making informed business decisions. The software offers a wide range of notification options, including email, SMS, and mobile alerts, which ensures that users stay informed about changes in their data. Cons However, there are also a few cons to using BrightGauge. The pricing structure can be a bit confusing, with different plans and add-ons that can quickly add up. Additionally, the platform does not offer a lot of advanced analytics and reporting features, which may be a drawback for some users. Review Source Jared M. NOC Manager Used the software for: 3-5 years ### "Simple Customer Satisfaction Metrics" October 16, 2018 5.0 Pros Metrics galore! Cut up the data received from surveys in many ways. Very helpful to manage service providers with many clients, giving an idea of how your employees are doing. Delegate access to your managers and automation to alert the right users when negative feedback is received to handle accordingly. Cons Don't love being locked down to only 3 responses but in truth that keeps it simple and keeps me from going to wild with customization. The data is only useful if its easy to read and understand and Smileback keeps you in a box to ensure that happens. Review Source Eileen W. Senior Business Analyst Used the software for: 3-5 years ### "Great and Easy To Setup CSAT Tool" March 27, 2026 5.0 Pros Easy to setup CSAT Tool that integrates easily to ConnectWise PSA for great CSAT data and easy for the end user too Cons Not much, maybe the choice of different pictures, which I think you can but it's usually just the smiley faces Review Source R Reviewer Systems Administrator Used the software for: 1-3 years ### "Complete solution but slow as molasses" February 17, 2020 4.0 Pros 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. Cons 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. Review Source aJ andrew J. NOC Lead Used the software for: 3-5 years ### "Outdated and complicated configuration but reliable " May 8, 2025 3.0 overall it just works and has what we need. we can rely on it to function day in and day out. It may be a bit complicated and clunky to configure but reliability of it functioning is there. Pros It is extremely powerful and can do just about anything you need out of a PSA. It does just work once it is setup and everything integrates with it. Cons complicated and outdated. It does not feel like a modern platform. there are aspects like pods that you can't control granularly on tickets. Review Source R Reviewer General Manager Used the software for: 1-3 years ### "Bright Gauge - Not as beefy as PowerBI" December 16, 2022 4.0 BrightGauge is decent enough to use, but doesn't pack a punch like PowerBI does. It lacks many features and is not as easy to use. Pros The CPU demand is very low for Bright Gauge, which will attract a lot of people, as it's rivals can be more demanding on that front. Cons It doesn't feel fluid to use. I enjoy using PowerBI as it feels like a reliable environment. BrightGauge just doesn't feel like a finished product. It's almost like it's trying to get there, but it's missing some fundamentals, like ease of use. Review Source VR Verified Reviewer Owner Used the software for: Less than 1 year ### "Value for price" March 23, 2022 3.0 Pros The pricing is good for the features that SmileBack offers. Cons At the time that our company used SmileBack, there were no incentives to encourage our employees to request a client fill out the survey/click the icons. Review Source R Reviewer CEO Used the software for: 1-3 years ### "Reporting and Metrics" June 11, 2019 4.0 We run very tight metrics on our service tickets in CWmanage. time to acknowledgement of a ticket through time to resolution. We also perform weekly ticket load as well as use these metrics to award monthly bonuses Pros The best part of the software is it's compatibility with CW Manage and Automate. We run many reports and metrics for our services and sales team and find the ease of ouse very helpful. Cons It has become very annoying to see features added and then we have to pay more for them. We have to pay more to simply perform calculations? or to charge us simply to setup a new user? both are a bit ridiculous. Review Source Jennifer G. Web Developer & Designer Used the software for: 3-5 years ### "Great Design & Easy to Use!" October 17, 2018 5.0 We are allowing our customer to easily rate their experience, and before SmileBack it was a laborious task and we got very few responses. With SmileBack our response rate is up 43%! Pros Clean emails that get sent out. Easy to understand. Very easy to setup. Easy to make back-end changes. How easy it is for customer to give feedback, it is really amazing! Cons I would love to be able to tweak the widget design more easily. Real-time widget reporting. Review Source R Reviewer Second Line Sysadmin Used the software for: 3-5 years ### "A Feature-Rich Platform Backed by Outstanding Support" January 21, 2026 5.0 Overall, the experience has been very positive, and I cannot recommend the tool enough. It offers excellent value for money given the power of the platform, and the customer support is outstanding. Support responses are quick, even for the most trivial issues, and if an immediate answer isn’t available, regular updates are provided until the issue is resolved. Pros It is a great ticketing tool with a wide range of features that provide detailed analysis of tickets and team productivity. The level of customization allows tickets to be managed efficiently, making categorization, prioritization, and assignment straightforward. Cons Configuration can be somewhat confusing, particularly when trying to locate the correct areas to configure specific settings. Additionally, many ticket options, such as ticket types and classifications, must be created manually, which can be time-consuming. Due to the way tickets are received, formatting within tables can be lost, which can be frustrating. Review Source Curtis F. Technology Services Supervisor Used the software for: 1-3 years ### "Great Tool to measure Customer Satisfaction" October 9, 2018 5.0 We have realized a 20-30 percent increase in responses on surveys after we switched to SmileBack! Pros The simplicity of the actions needed by customers makes this a winner. We went from 7-8 percent return to over 40 percent return just by switching to Smileback. Their support is quick to respond if and when you need them. Overall this product is very well thought out and works great for gathering feedback from customers. Cons The reporting function for technicians is lacking and needs to be improved upon. There seems to be a misunderstanding of what is important to report on. Review Source Shaun G. Manager, Managed IT Used the software for: 3-5 years ### "Great Reporting and Dashboards for ConnectiWise" May 29, 2023 4.0 Brightgauge has been an relatively easy way to greatly improve visibility one both the work we do and the environments we support. Pros The product is very easy to use and setup, it includes a number of built in reports and dataset that should be useful right out of the box. Cons You won't always get all the data you'd expect, as what's available pulls from it's datasets instead of directly from your databases, and while this does present advantage from a performance standpoint it also imposes some limits on the data that may be available and how current it is. Review Source David G. Head Of Operations Used the software for: 3-5 years ### "An incredibly powerful BI tool - Great for MSP's" October 17, 2018 5.0 I love it, it is incredibly powerful and has enabled me to get a much better view of what is actually happening in our business, not just what I thought was happening. Pros It is really simple to create reports, dashboards, and gauges using drag and drop. Support from Brightgauge is really good, always responsive and friendly. Regular new feature releases keeps the product improving Cons You need some SQL knowledge to set up the datasets yourself. That said, Support have always created them for me when I have asked. It is definitely aimed at SMB's, so if you are looking for an enterprise-grade BI tool, this isn't going to work in my opinion. Review Source Ashley W. Platform Manager Used the software for: 3-5 years ### "Top of the line survey tool" October 11, 2018 5.0 We plugged smileback into our (ConnectWise) Manage service board and started getting some feedback and results nearly instantly. They integrate into brightgauge, so that was a no-brainer for us to be able to report on that with our other KPIs. Their team is super responsive to us, we hardly need to contact them because it just works! Pros I really like how easy it is to use! Plug and play - that's it! Cons Honestly? Nothing! It truly is a great tool! Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.