ConnectWise Mobile

The app is acknowledged to have limited functionality, but even within that heavily limited functionality, you’re more likely to find a bug than the info you’re looking for. Crucial functions have been inoperable since release and are “Known Issues” with no roadmap for correction. Even the components of the app that work are clunky and the user experience is dreadful. ConnectWise themselves knows that the app is terrible. When asking a CW representative about some of the issues we were experiencing with the app, they replied in disbelief “you use the app?!” It was a tool of appeasement and allows them to say “we have an app.” It’s not here to help you or your business. Unfortunately, the browser version was not created with mobile use in mind, so your mobile CW experience is pretty much doomed.

Using this app for communication with customers is impossible. Everything about it is backwards:You can’t look at a list of all tickets, you can only see them by agenda which is useless. I guess you can use the service board with “my tickets only” but I can’t sort that view, so I can’t see them by status or company name, other basic features. What if a ticket is not on today’s schedule but I want to find it? I have to search. That’s a pain.Time entries include all 60 minutes of the hour. That’s really insane - please adjust to 10 or 15 minute increments so we can actually select a time entry easily.There is no way to see which tickets have been updated by customer on the app. That’s just a silly decision. We need that ability to communicate and make sure techs don’t backslide into email.The messaging functions are hidden and hard to use. It’s all under time entry - it should be the opposite. The default ticket action should be to send a customer message to keep them informed, and add time along the way. The time focus is just backward and inward facing, does not help clients.You can’t see recent communication while drafting a new message. That would be helpful. None of the pages or filters have favorite or recent options. On mobile, that is crucial to speed/ease of use.The entire app needs to be reimagined with customers first, service providers second. I don’t know who ConnectWise has in mind for this app but it’s not techs and it’s definitely not customers.1 star.

The PSA market is crowded with a lot of really hideous looking applications and ConnectWise hasn’t been any different in the past. This latest attempt at a mobile app by ConnectWise has a modern design and while the features are lacking, to some extent it’s what makes it actually really good, it lets you do the most basic things really easy which its desktop counterpart can sometimes feel overly complex to do in. Bug: The header area on the sidebar gets cut off on the iPhone X, not sure how they would miss this during testing.