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ConnectWise PSA

RMM with ScreenConnect remote access and PSA ticketing integration

Overview

ConnectWise PSA is one of the most established professional services automation platforms for managed service providers (MSPs). It records technician time against tickets, projects and invoices; automates ticket intake with SLA alerts; tracks project progress against resource capacity; and generates agreement-based billing, with the vendor claiming that customers have cut invoice preparation time by 50%[1]. Sales opportunities connect to quotes and agreements through ConnectWise CPQ[1].

Recent releases add agentic AI to the service desk, which triages tickets, analyses customer sentiment and suggests fixes from previously solved tickets[1]. Alerts from ConnectWise RMM can open PSA tickets automatically and link managed devices to the correct agreement[1], and remote access comes from ScreenConnect within the RMM[17]. ConnectWise does not publish prices for PSA; buyers request a quote or compare packages through sales[1]. The platform’s depth means substantial configuration work, and MSPs that do not use other ConnectWise products gain less from its integrations.

What ConnectWise PSA does

  • Ticketing with SLA alerts
  • Time tracking against tickets and projects
  • Agreement and automated billing
  • Project and resource capacity management
  • CPQ quoting integration
  • Agentic AI ticket triage
  • 24/7 monitoring with alert prioritisation
  • Automated patching with human review

ConnectWise PSA pricing

Quote-based; "Request pricing" on the product page.

ConnectWise PSA strengths and limitations

Strengths

  • Very deep agreement billing
  • Tight integration with ConnectWise RMM and ScreenConnect
  • Reporting across service and billing
  • Integrations with RMM, CPQ, CRM and accounting
  • Tight PSA integration
  • Mature remote access

Limitations

  • No published pricing
  • Complex to configure
  • Best value only inside ConnectWise stack
  • Vendor-reported outcome claims unverified
  • Value tied to ConnectWise stack
  • Vendor-claimed alert reduction unverified

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