--- title: "ConnectWise PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ConnectWise PSA the right Managed Service Providers (MSP) solution for you? Explore 283 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: "2026-09-29" --- ConnectWise PSA 4.1 (283) [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 September 29th, 2026 # Reviews of ConnectWise PSA Ease of use 3.7 Customer Service 3.7 ## 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 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 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 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 JC Julee C VP Client ServicesComputer Software, 11 - 50 employeesUsed the software for: More than 2 years. “It enables us to efficiently manage client requests, deliver timely support, and create documentation that not only benefits clients now but also serves as a useful reference for their future needs—and for our internal teams when assisting other clients.“ March 23, 2026 JD Josh D IT Support EngineerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “New users may find navigation confusing until they become familiar with the interface.“ July 20, 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 DT Danny T VP of OperationsComputer & Network Security, 11 - 50 employeesUsed the software for: More than 2 years. “Too many lurched products that were bolted on and not natively integrated.“ December 14, 2025 ## Showing most helpful reviews Showing 1-25 of 283 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Walt K. Account Manager Information Technology and Services Used the software for: Less than 6 months ### "ConnectWise PSA "Quite the Tool"" August 5, 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 DT Danny T. VP of Operations Computer & Network Security Used the software for: 2+ years ### "ConnectWise PSA Review" December 14, 2025 4.0 ConnectWise PSA allows the service department to work seamlessly with each other. Allows for lots of automation through workflows as well. Pros ConnectWise PSA is feature rich. Lots of flexibility with ticket workflow. Asio integration is getting better with new workflows as well. Cons Too many lurched products that were bolted on and not natively integrated. NOC team doesn’t use the same ticketing system but it is integrated. SOC team doesn’t use the PSA ticketing system at all. Alternatives considered [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing ConnectWise PSA At the time it was the industry leader with the most integrations. Review Source AJ Andrew J. NOC Lead Information Technology and Services Used the software for: 2+ years ### "Outdated and complicated configuration but reliable " May 7, 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 DS Daniel S. Security Engineer Information Technology and Services Used the software for: 2+ years ### "A comprehensive system that requires a major upfront time investment" July 28, 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 VR Verified Reviewer Network and System Engineer Computer & Network Security Used the software for: 2+ years ### "Hate to admit but its actually pretty good" May 20, 2025 5.0 Pros Very feature rich and highly customizable, you can use this tool to manage a ton of workflows across the company. There is better stuff out there for CMDB, Sales, etc but for service tickets and project management it is solid. Cons The UI was pretty awful, and it was not the most intuitive for new staff to pick up. Some of the integrations were not very meaningful. Alternatives considered [Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/) Reason for choosing ConnectWise PSA Mostly the pricing was too high for Cherwell and ConnectWise was widely used in the industry Switched from [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Wanted something more tailored for our use case (service/projects) out of the box Review Source Yeprem A. Systems Administrator Information Technology and Services Used the software for: 1-2 years ### "Complete solution but slow as molasses" February 12, 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. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) I switched because I thought it would help streamline our support. I thought wrong. Review Source JF Jake F. Second Line Sysadmin Telecommunications Used the software for: 2+ years ### "A Feature-Rich Platform Backed by Outstanding Support" December 12, 2025 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 DL David L. MSP Architect Information Technology and Services Used the software for: 2+ years ### "Great PSA system is you take the time to set it up according to your needs" May 29, 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 KV Kyle V. Senior Support Specialist Information Technology and Services Used the software for: 2+ years ### "ConnectWise PSA Product Review" May 2, 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 TW Tina W. Technician Public Safety Used the software for: 1-2 years ### "Excellent cloud ticketing system" December 13, 2025 5.0 I love working with, and absolutely recommend ConnectWise. It has been one of the easiest in-office norms to acclimate to. The interface of ConnectWise is easy to figure out! Pros ConnectWise is robust -- there are tons of features and options that provide an elaborate ticketing system, including all of the multimedia uploads required of a modern business, met with time keeping tools. The ticketing system is very collaborative, and supportive of remote workers. Overall awesome for a collaborative ticketing system for the mainstream end user, and beyond. Cons Not anything specific. It works flawlessly. There are so many customizable options. YA DIBYA, awwww yosssssss. :3 Review Source AB Alex B. IT RMM Technician Information Technology and Services Used the software for: 2+ years ### "Integrations, Tie-ins, and Control" May 20, 2025 5.0 ConnectWise is my guidance during my day. Issues from our device management system create tickets that are added to my Outlook calendar for action. Everybody I may have to reach out to for a ticket is normally already in the system so a couple of clicks get me their info and sends off the notifications I need. The service agreement details are also available so I know what metrics I need to operate under. Peripheral things I used to need to look up in different systems are all now available in one place allowing me to focus on the technical task at hand. Pros The integration of services is great. This software ties into our device management solution and allows for automatic ticket creation that then flows into our service path. From issue detection to tech action to client notification to resolution, ConnectWise handled all the tracking making sure our service agreement metrics were met. Cons Since the integrations are extensive, the configuration can be as well. Unsurprisingly, if you tie in everything that you can, the setup and maintenance grows. Review Source DD Derek D. vCIO Information Technology and Services Used the software for: 2+ years ### "A Powerful Tool with Room to Improve" May 12, 2025 5.0 Overall, ConnectWise PSA has been a solid tool for managing our IT services. It helped us stay organized and improved our workflows, but there’s definitely room for improvement in areas like projects and reporting. Pros I like that ConnectWise PSA brings everything into one place, tickets, time tracking, projects, and billing. It helped us stay organized and save time with its automation features. Cons The project management tools felt a bit clunky and not as user-friendly as the rest of the system. Reporting could also be hard to customize and wasn’t always easy to get the info we needed quickly. Review Source TL Tim L. President Information Technology and Services Used the software for: 2+ years ### "Stay away from ConnectWise" January 17, 2025 2.0 Overal experience is not the best. Would like to have better support and a more reliable program Pros When the software works it works. That is about the best I can say about the software Cons Software support is the absolute worst. Everyone works remote, there is no supervision and they decide to get to tickets when they want to. Software is buggy and they can't figure out why integrations with the ERP software doesn't work. Review Source AV ASHLEY V. Office Manager Information Technology and Services Used the software for: 2+ years ### "Smooth, easy to use " December 23, 2024 4.0 Overall, I enjoyed using ConnectWise for all our client's needs. Pros I enjoyed the ease of the navigating through the site. Cons The cost was a little high in my opinion. Review Source BH Brian H. Escalation Engineer Information Technology and Services Used the software for: 2+ years ### "CW Manage is our Mission Critical Ticketing Solution" July 7, 2022 4.0 Overall, the product works as we need it to work. When there is a problem, it is normally handled well with some exceptions. The overall customer service experience could be better. Have also read some nightmare stories about the process of leaving / migrating away from CW Manage. Hopefully we don't need to go that route in the future, as most of our processes depend on CW Manage working as expected. Pros There is a learning curve, mainly due to how much the software can do. That does mean it can be a little complex at times, but at the same time makes it extremely powerful and flexible to fit our needs. We are able to manage tickets across our client base, including project tickets. We can create and edit configurations and attach them to the tickets (example: a server or printer), and then go back and track down ongoing/consistent issues with specific pieces of hardware or software easily. Outlook calendar integration is nice (when it works as expected). We can send out mass email communications to our client base on demand. We utilize this software in so many ways, it can be daunting to a newcomer. Cons There is a more recent track record of updates breaking crucial things, such as Outlook calendar integration. Our on-prem instance (not cloud) of CW Manage ceased to function some months ago due to an Amazon Web Services outage, which should not have been an issue with an on-prem server instance. Level 1 support can be laughably bad at times. The company seems to be making a serious effort to improve on these things, but they still appear to have a ways to go until they are at that point of having a consistent and stable product (especially when updates are involved). Review Source SG Shaun G. Manager, Managed IT Information Technology and Services Used the software for: 2+ years ### "Solid suite for smaller MSP's" May 25, 2023 4.0 Pros CWM meets our needs in so many ways. It's designed to be used by businesses like ours and meets nearly all our requirements without needing to be heavy upfront development to become functional. Cons There are limitations and customizations you'll wish for that it just cannot accommodate. There is a "right" way to use it that most companies will not likely align with 100%. Review Source Angela H. Office/Purchasing Manager Information Technology and Services Used the software for: 2+ years ### "Robust software" May 24, 2021 5.0 The support is really good, which is important as sometimes the settings are hard to get right. I wish they had had better advice on the setup between Connectwise and Quickbooks as it took a while to get things flowing correctly. Pros There are a lot of built-in features. It is good for being able to share information between departments. However, there are so many different features, it can be overwhelming for new employees when they first start. It seems to take people a while to really get the hang of it. It is nice having sales being able to see the same invoices as accounting, which saves time of having to send them to them when they have questions. Cons The reporting features. While they have a report writer, it is quite difficult to use. It is also chronically slow to load. The second thing is it also seems like in the last year I've had more of my tabs lock up in all areas. Review Source AS Alan S. Owner Used the software for: ### "ConnectWise PSA" March 18, 2011 4.0 I would highly recommend IT firms looking to improve their internal efficiency and client support look at CW for a PSA tool. The software is stable, support is great, and updates arrive quickly. Access to your data can be gained through any web browser, iphone / droid apps, or through the native .net application. Many vendors are writing to the CW API allowing for real-time data integration from products such as backup solutions, spam and virus filtering, firewall statistics and even sales opportunities. CW integrates with MANY RMM solutions providing even greater management capabilities. The biggest benefit is by far the great and active ConnectWise community. We are very involved with the ConnectWise users group on a quarterly basis and we attend the partner summit (ITNation) annually. If you are only looking for PSA software, ConnectWise can fulfill that need. If you're looking for a great community of business peers, ConnectWise will bring an even greater ROI. Pros We've used ConnectWise since 2007, and over the years, the product has seen a multitude of feature improvements and enhancements. For an IT consulting firm looking to track client agreement invoicing, service level agreements, employee productivity, sales opportunities, marketing campaignment management, or inventory and purchasing, ConnectWise can do it with flying colors. From a client perspective, ConnectWise makes it easy for end users to submit service requests as well as get the status of said requests. An integrated web portal for clients allows the review of hardware and software assets, service request approvals, and invoice reviews. Additionally, for our larger clients, we've been able to extend service capabilities to in-house IT providers while hosting them through our installation. Due to the great support, active community, and rapid development, I can't imagine running my business without ConnectWise. While the software is great, the community is even better. Cons I ranked Ease of Implementation as 3 stars. Keep in mind that we implemented CW in 2007, so much of the onboarding may be different today. Given the capabilities of the software, some pain should be anticipated and expected as you learn how to utilize the software. Additionally, setting up the integration between ConnectWise and other 3rd party apps can take some time. With most applications, you setup 1 or 2 API accounts, grant access, and test the integration. Some integration takes more time. One example is the integration for QuickBooks. To really get the accounting side setup, expect to spend some time and money working with a qualified accountant (if you don't have one on staff) to ensure all data is passing through and classified correctly. Even with the cons of setup, the ConnectWise University is very well done. Video tutorials are available on almost any aspect of management, and step-by-step checklists are available for just about any multi-step process. Review Source MH Michael H. President Information Technology and Services Used the software for: 2+ years ### "ConnectWise is a horrible company and has mediocre products" May 15, 2020 2.0 Regretable. I regret spending $1600/mo for 3 years on a product that was NOT worth it. I went from spending $300/mo to $1600/mo for a lesser product. Locked into an inferior product by a deceitful sales team. Pros ConnectWise Manage has a wide birth of functionality. It has 80% of what an MSP needs to manage its service offering. We used the product for 3 years. We used it for ticketing, project management, product inventory, lead tracking, marketing, and client communications. The product's maturity lead us to use many integrations with other services and products. Cons It's so hard to pick just one thing that I liked least. The company itself was my biggest issue. The sales team had no sense of ethics and resorted to lying in order to make a sale. If ignoring the deplorable ethics of the company, the product itself has innumerable flaws. The one thing we could not get past was our struggle to regain the efficiency we had prior to using ConnectWise Manage. We took an 30% efficiency hit using ConnectWise Manage. Previously we used MaxFocus Service Desk, and since moving away from ConnectWise we use SolarWinds MSP Manager. We immediately regained our lost efficiency and have maintained it for the past 6 months. ConnectWise Manage had great automation, but the number of clicks and manual steps required to take advantage of it were not worth it. Alternatives considered [Naverisk](https://www.capterra.com/p/171182/Naverisk-RMM-PSA/)[Accelo](https://www.capterra.com/p/225762/Accelo/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing ConnectWise PSA Believing the lies of the sales team. Review Source Girish P. Key Account Manager Financial Services Used the software for: 2+ years ### "ConnectWise Manage is a Wise Choice " August 1, 2022 4.0 Pros Great to use, configure, maintain and followup on the task at hand Cons Little expensive and crash a few time. Not sure if its the hardware compatibilty issues. Review Source VR Verified Reviewer Business Development Representative Information Technology and Services Used the software for: 6-12 months ### "RMM tool for me and my team" April 5, 2024 5.0 Pros I really like the real time monitoring and remote management. You can concurrently gather performance data. In addition, you can connect to multiple workstations. Cons I have no negative feedback yet during the 9months that I have been using the software Review Source VR Verified Reviewer Directeur Information Technology and Services Used the software for: 2+ years ### "Full of features " May 2, 2023 5.0 Work ok for all our need but sometime it feel too heavy, you need to learn to work with it since its not the most intuitive solution on the market Pros CW is really feature richMaybe sometime too much Cons ExpressiveHard to used for quote and proposition follow Review Source Jason M. Sales Manager Information Technology and Services Used the software for: 2+ years ### "Connectwise Manage review" October 21, 2022 4.0 It is our PSA for the entire support team and in general most of our users are happy with ut Pros The scope of features and works it covers. As an MSP it supports us quite well Cons The CRM function and lack of proper Marketing capabilities Switched from [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Features Review Source VR Verified Reviewer Owner Information Technology and Services Used the software for: 2+ years ### "Boosting Productivity with Automated and Centralized Management" May 25, 2024 5.0 Pros ConnectWise PSA has been a valuable asset for managing my business operations, offering a single platform to handle project management, ticketing, and billing. The software's automation features have saved me time, allowing me to focus on growing my business. The integrations with other tools have streamlined my workflow, and the reporting functions provide insights to make informed decisions. Overall, ConnectWise PSA has helped me stay organized and efficient. Cons ConnectWise PSA's setup can be time-consuming. Be prepared to invest effort in configuration. Review Source MG Michael G. President Computer & Network Security Used the software for: 2+ years ### "Connectwise runs our operation" January 25, 2021 4.0 ConnectWise Manage works very well for our business. We have invested in most of the components and integrations that we can get to properly manage our teams and out clients. Overall it is a good system for managing an IT service and support operation Pros We use Connectwise Manage to run all of the aspect of our daily operations. Its ticket and issue management functionalities work very well for an IT service and support organization and they have thought of many of the challenges that we encounter every day Cons Reporting from ConnectWise can be challenging. The canned reported often lack some piece of information that we would like and they are not formatted properly to download and manipulate in Excel. We complement this using custom data sets in BrightGauge and create reports and download from there but it is time consuming and resource intensive to create these with the limited knowledge of the database that we have. 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.