ConnectWise Review 2025

Introduction

If you’re managing an IT team or running a Managed Service Provider (MSP), you know how critical it is to have the right tools to monitor, manage, and secure your IT infrastructure efficiently. ConnectWise is one of the most well-known names in the IT Service Management (ITSM) and Managed Service Provider (MSP) space, offering a suite of solutions designed to streamline IT operations, improve service delivery, and enhance cybersecurity.

But is ConnectWise the right fit for your business? In this review, we’ll take a deep dive into its key features, pros and cons, pricing, user experience, and how it compares to competitors like NinjaOne, Freshservice, and monday Service.

Whether you’re looking for remote monitoring and management (RMM), professional services automation (PSA), IT security solutions, or IT documentation tools, this guide will help you understand what ConnectWise brings to the table—and if it’s the right choice for your IT team or MSP.

When evaluating an IT management platform, the depth and breadth of features are often what make or break your experience. ConnectWise doesn’t just check the boxes—it offers an entire IT operations ecosystem designed for scalability, automation, and efficiency. Let’s break down its core capabilities so you can see exactly what you’re getting.

1. Remote Monitoring and Management (RMM)

ConnectWise RMM gives you complete visibility and control over your entire IT environment. Whether you’re managing internal infrastructure or hundreds of client systems, this tool lets you:

• Proactively monitor endpoints, servers, and networks
• Set custom alerts for performance thresholds or security issues
• Automate patching across devices and operating systems
• Remotely troubleshoot and resolve issues without interrupting users

With ConnectWise RMM, you spend less time reacting to problems and more time preventing them before they impact operations. The platform supports both Windows and macOS environments, with support for mobile device management through integrations.

2. Professional Services Automation (PSA)

If you run an MSP or handle IT as a service model, ConnectWise PSA can be the operational backbone of your business. It connects service delivery, billing, project tracking, and time management into a single, unified dashboard.

Here’s what PSA includes:

• Ticketing system with SLA tracking
• Time tracking for billable hours
• Invoicing and recurring revenue management
• Resource and project planning tools
• Business intelligence and reporting

You’ll gain greater visibility into your team’s workload and profitability, all while automating administrative tasks that typically eat up time.

3. Cybersecurity and Threat Management

Security is non-negotiable in today’s IT landscape. ConnectWise takes this seriously, offering built-in threat detection and response tools integrated directly into your RMM and PSA stack.

Through ConnectWise SIEM, SOC, and advanced endpoint detection, you can:

• Monitor threat intelligence in real-time
• Implement automated incident response workflows
• Gain compliance-ready reports and logging
• Integrate security policies with operational processes

This centralized approach eliminates silos between IT operations and security teams, reducing the risk of missed vulnerabilities.

4. IT Documentation and Knowledge Management

ConnectWise Manage and ConnectWise Automate work together to ensure you always have up-to-date documentation for devices, users, and environments. Instead of switching between spreadsheets and note apps, your technicians get:

• Automated asset discovery and configuration mapping
• Documentation tied directly to tickets and assets
• SOPs, passwords, and network maps in one secure location
• Change tracking and version control for compliance audits

With structured IT documentation, you reduce onboarding time for new techs and improve resolution rates with on-demand visibility into every client or device.

5. Workflow Automation with ConnectWise Automate

You’ll love the power that ConnectWise Automate brings to your routine. It’s built to handle high-volume, repetitive tasks like patching, software deployment, and script execution. Key benefits include:

• Pre-built automation scripts and scheduling
• Custom script builder with PowerShell and VBScript support
• Auto-remediation of common issues
• Triggered actions based on monitoring alerts

This level of automation means your team can manage thousands of endpoints without compromising service quality. It’s designed to scale with your business, not slow it down.

6. Service Desk and Help Desk Integration

ConnectWise offers native help desk functionality within its PSA platform and integrates with third-party tools like Zendesk, Microsoft Teams, and Slack. You’ll be able to:

• Manage tickets across email, chat, and phone
• Set SLAs, priorities, and automated workflows
• Provide clients with branded self-service portals
• Track technician performance and client satisfaction

This ensures a streamlined support experience for both your IT team and your end-users, making it easier to deliver consistent service at scale.

With these core features, ConnectWise delivers a robust, modular platform capable of handling everything from endpoint monitoring to advanced cybersecurity. But features alone aren’t everything. Next, let’s look at the real-world benefits and drawbacks to help you assess whether it’s the right tool for your team.

Choosing the right ITSM or MSP platform isn’t just about ticking off features—it’s about understanding how those features translate into real-world results. ConnectWise offers some powerful advantages, especially for growing IT teams and service providers. But like any robust platform, it also comes with a few trade-offs you’ll want to weigh.

Here’s a breakdown to help you decide if ConnectWise aligns with your goals.

✅ Pros: Why IT Teams and MSPs Choose ConnectWise

1. End-to-End IT Operations Platform

ConnectWise provides an all-in-one environment for IT service management, from monitoring and support to billing and security. If you’re tired of tool sprawl, this unified approach can drastically reduce complexity across your team.

You’ll no longer have to bounce between separate apps for RMM, PSA, ticketing, and documentation—everything lives under one roof.

2. Built for Scalability

Whether you’re managing 100 devices or 10,000, ConnectWise is designed to scale. It supports multi-tenant environments, making it a great fit for MSPs handling multiple clients. The platform also supports role-based access controls, allowing you to manage users, teams, and permissions with precision.

This scalability gives you confidence that your investment will continue to pay off as your team or client base grows.

3. Advanced Automation Capabilities

ConnectWise Automate lives up to its name. From patch deployment to issue remediation, you can automate a wide range of IT tasks, saving time and reducing errors.

The platform also supports complex scripting (PowerShell, VBScript, Shell), giving advanced users full control over workflows and systems behavior.

4. Deep Integration Ecosystem

ConnectWise integrates with an impressive variety of tools—cybersecurity platforms, CRMs, accounting software, and more. You can extend its functionality through the ConnectWise Marketplace, which includes integrations with Microsoft, SentinelOne, Acronis, Bitdefender, and dozens more.

These integrations help you build a connected tech stack without sacrificing visibility or data flow.

5. Analytics and Business Intelligence

ConnectWise PSA includes a powerful reporting engine that helps you measure SLAs, ticket response times, customer satisfaction, and profitability. These reports can be automated and customized, making it easier to present value to stakeholders or clients.

❌ Cons: Things to Keep in Mind

1. Learning Curve for New Users

One of the biggest hurdles with ConnectWise is its complexity. While it’s packed with features, the UI and backend workflows can feel overwhelming at first, especially if you’re coming from a simpler system or you’re onboarding junior technicians.

Training is essential—but once your team is up to speed, the payoff is worth it.

2. Higher Cost of Ownership

ConnectWise isn’t positioned as a budget solution. Between licensing fees, add-on modules, and onboarding time, your total investment may be significant—especially for small businesses or lean IT departments.

That said, many teams report that the time savings and automation pay off the investment quickly.

3. Integration Configuration Can Be Complex

While ConnectWise integrates with many tools, some users report integration setup requires technical knowledge or assistance from support. If your IT stack isn’t already aligned with ConnectWise’s ecosystem, you might encounter some setup friction.

4. Support Responsiveness Can Vary

While ConnectWise offers a wide knowledge base and community forums, some users have reported inconsistent support experiences, especially during critical issues or initial onboarding.

Response times may vary based on your support tier, and while the company has made strides to improve this, it’s something to keep in mind—particularly if fast, hands-on support is a priority for your team.

Is ConnectWise Right for You?

If you’re looking for a platform that combines RMM, PSA, automation, cybersecurity, and documentation into a scalable ecosystem, ConnectWise is a strong contender. It’s especially valuable if you’re an MSP or enterprise IT team that needs robust control and visibility across large-scale operations.

However, if you’re a smaller team or want something quicker to deploy, you might prefer alternatives like NinjaOne or monday Service—which we’ll explore later in this review.

Next up, let’s take a look at how ConnectWise performs from a user experience perspective, including UI design, ease of use, and onboarding support.

The strength of a platform like ConnectWise isn’t just in its features—it’s in how easily you and your team can access, use, and benefit from those features every day. ConnectWise delivers a rich, highly customizable experience, but it also comes with a learning curve that you should be prepared for.

Designed for Power Users, Not Beginners

If you’re looking for a plug-and-play solution that your techs can master in an afternoon, ConnectWise might feel a bit overwhelming at first. The platform is designed with depth and scalability in mind, which means it prioritizes flexibility and power over simplicity.

That said, once you get past the initial ramp-up, the interface becomes a powerful command center where everything—RMM, ticketing, documentation, billing, and reporting—is accessible from one place.

Modular & Customizable Dashboards

One of ConnectWise’s strengths is its modular interface, allowing you to customize dashboards based on your role. Technicians can have views tailored to alerts and tickets, while managers can focus on SLA metrics and profitability. You can:

• Organize widgets to display KPIs

• Set custom workflows and filters

• Use quick links to jump between modules (PSA, RMM, Automate, etc.)

This flexibility ensures your team isn’t overwhelmed with irrelevant data, helping everyone stay focused on what matters most.

Navigation and UI Layout

The platform uses a multi-pane navigation layout, which allows you to view device details, ticket history, or documentation without switching tabs. However, the abundance of settings and nested menus can initially feel dense.

Still, once you get used to it, the platform makes it easy to:

• Drill down from organizational overviews to device-level details

• Access alerts and tickets in real-time

• Launch scripts, schedule patches, and assign tasks with just a few clicks

If you’re managing dozens—or hundreds—of endpoints, this structure becomes a huge time-saver.

Mobile and Remote Access Support

ConnectWise offers web-based access, allowing you to log in from any device. Mobile functionality is available, though some users find the mobile experience a bit limited compared to the full desktop interface.

However, for technicians on the go, mobile notifications and remote session access provide enough flexibility to resolve issues or monitor systems without needing to be at a desk.

Onboarding and Training Resources

Getting started with ConnectWise requires some commitment, but the company provides various resources to help you succeed:

• Self-paced training via ConnectWise University

• Community forums and peer groups

• Paid onboarding packages for faster setup

• Knowledge base and documentation center

Many IT teams report that once trained, their technicians operate faster and more efficiently within ConnectWise than with previous tools—making the upfront learning investment worthwhile.

Overall, ConnectWise offers a robust, customizable interface tailored for experienced IT professionals. If your team values control, visibility, and workflow automation, the user experience aligns well with a high-performance IT strategy. Just be prepared to invest time in setup and training before you unlock its full potential.

When considering ConnectWise for your IT operations, it’s important to understand how pricing works—not just in terms of subscription costs, but also in how your needs scale with the platform. ConnectWise doesn’t offer public, fixed pricing on its website, which can make evaluation tricky if you’re comparing tools. But based on industry insights and customer reports, we can break it down.

When selecting a platform to manage your IT operations, it’s critical to consider how a tool like ConnectWise stacks up against other leaders in the ITSM and MSP space. While ConnectWise offers deep functionality and broad modular options, some alternatives may offer better ease of use, faster deployment, or cost-efficiency depending on your business size and structure.

Here’s how ConnectWise compares with three top alternatives: NinjaOne, Freshservice, and monday Service.

🔹 ConnectWise vs. NinjaOne

Best for teams prioritizing automation, simplicity, and endpoint control.

NinjaOne is often praised for its clean, modern interface and lightning-fast onboarding—many users report getting started in hours, not days. While ConnectWise offers powerful customization, NinjaOne shines in out-of-the-box usability and built-in automation tools.

If you’re looking for a user-friendly, scalable RMM with rapid deployment, NinjaOne is an excellent alternative.

🔹 ConnectWise vs. Freshservice

Best for IT teams looking for ITIL-aligned service management with AI automation.

Freshservice delivers a cloud-native ITSM solution rooted in ITIL principles. It offers a well-structured ticketing system, asset management, and Freddy AI for intelligent automation. ConnectWise focuses more heavily on MSP needs and modular control, while Freshservice leans into enterprise service management.

Freshservice is ideal if you need modern ITSM with built-in intelligence for internal teams and want a more guided experience out of the box.

🔹 ConnectWise vs. monday Service

Best for flexibility, ease of use, and visually-driven IT workflows.

monday Service is the ITSM branch of monday.com, designed to bring visual project management and IT ticketing together in one platform. While ConnectWise appeals to MSPs, monday Service focuses on accessibility, customization, and a no-code experience.

monday Service is an excellent choice for teams looking to collaborate across IT, HR, and operations without deep technical complexity.

Which Platform Is Right for You?

• ConnectWise: Established MSPs, IT teams with complex environments
• NinjaOne: SMBs, fast-scaling MSPs, endpoint-first IT management
• Freshservice: ITIL-aligned enterprise teams with AI automation
• monday Service: Agile IT departments needing visual, flexible tools

Each tool has its strengths. If you’re looking for powerful modular control and long-term scalability, ConnectWise delivers. But if your priorities are ease of use, faster onboarding, or more visual workflows, its competitors may be a better fit.

Choosing an ITSM platform is a strategic decision that can shape the way your team operates, scales, and secures IT services. If you’re running a mature IT department or an established MSP, ConnectWise brings a powerful, enterprise-grade solution that’s built to handle complex environments.

Its modular architecture allows you to assemble the exact stack you need—RMM, PSA, documentation, security, quoting, and more—under one umbrella. The automation capabilities are top-tier, the integrations are vast, and the platform is trusted by thousands of IT professionals worldwide.

However, ConnectWise is not a lightweight tool. It comes with a learning curve, a higher upfront investment, and onboarding that may require more hand-holding than some of its newer, more agile competitors.

You Should Choose ConnectWise If You:

• Run a managed service provider (MSP) or a large IT team
• Need a deeply customizable platform with full control over workflows
• Require integrated PSA and RMM functionality for service delivery
• Have the internal resources to invest in training and setup
• Want modular scalability as your business or client base grows

You Might Prefer an Alternative If You:

• Need a solution that’s quicker to deploy and easier to learn
• Prioritize modern UI/UX and intuitive design
• Have a smaller team or limited budget
• Want out-of-the-box workflows with minimal setup

Bottom Line

ConnectWise is a powerhouse for IT operations, especially when you need scale, control, and modular flexibility. But it’s not one-size-fits-all. If you value simplicity, faster onboarding, or more visual workflows, platforms like NinjaOne, Freshservice, or monday Service may be a better fit—especially for leaner teams or companies just starting out with ITSM.

Either way, understanding your operational goals and internal capabilities will help you choose the right platform to drive efficiency, automation, and IT service excellence.

🔎 Want to learn more? Check out our other ITSM reviews on NinjaOne, Freshservice, and monday Service!

ConnectWise Review 2025

• 1Software specification
• 2Benefits of Using ConnectWise
• 3UX and UI
• 4Pricing and Plans
• 5ConnectWisw vs. Other Brands
• 6Conclusion
• 7Have more questions?