ConnectWise is powerful, there's no doubt there. It is even more powerful when it integrates with Labtech. Unfortunately, the user interfaces of both programs leave so much to be desired that it is really hard to be efficient on a daily basis.
The problem is that ConnectWise configurations are, after two years, still very immature from a usability standpoint.
A technician may work on hundreds of tickets each day. In theory, having computer information attached to that ticket would actually make that technician much more efficient. If you've been to a ConnectWise sales session, you know that this is the pitch you're given.
Unfortunately, in my opinion, ConnectWise still misses the mark in this area. Managing a computer from ConnectWise actually takes longer than clicking into Labtech and searching for the computer by the same name.
I'll try to demonstrate this by counting the number of clicks it takes to manage a server via RDP. For the purposes of this demonstration I'll assume the technician already has the ticket opened.
- See that little "view" link? That's click #1.
- Now we get a bunch of information, which although potentially useful, mainly just takes up space. I am really just interested in the "Manage" button which will bring up the computer screen in Labtech. That's click #2.
- Ready for things to get a bit ridiculous? We're about to have three clicks all in one step. Here we are clicking Redirectors > Network redirectors > Remote Desktop. Ok, so now we're at a whopping 6 clicks to just get a remote connection screen up.
Understandably, 6 clicks is small in the big scheme of things and may seem nitpick-y, but multiply that by thousands of tickets.
I respect the power of ConnectWise, but am always floored by the shear volume of self congratulation at their user events. They have a ton of work to do in the usability area and really haven't made any investments in this area in over two years.
A short term solution
Here is a mock up of a theoretical UI that would make me much more efficient as a technician.: