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ConnectWise PSA
Your technicians fix it, order the part and log the hours. Then someone rebuilds it all into an invoice — ConnectWise PSA — formerly ConnectWise Manage — runs an MSP’s tickets, time, projects, procurement and agreements in one system, so every hour and every part delivered ends up on an invoice.
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Same software. Better outcome — at a lower cost.
How it’s rated
Full scoreboard ↓Quick answer
The ConnectWise platform family
This page covers ConnectWise PSA — the MSP business system formerly called ConnectWise Manage. The rest:
Quick facts
30-second orientation- Product
- PSA for MSPs (formerly ConnectWise Manage)
- Covers
- Tickets, time, projects, procurement, billing
- Editions
- Basic, Standard, Premium — no public prices
- Pricing
- Quote only; also sold in the ConnectWise Pro bundle
- Basic limit
- Up to 3 projects; Standard and Premium unlimited
- Hosting
- ConnectWise cloud (NA, EU, AU) or on-premises
- Analysts
- No Gartner MQ exists for PSA
- India
- Offices in Mumbai, Bengaluru, Pune; no India region
- Works with
- ConnectWise RMM, Automate, ScreenConnect, CPQ
- In India via
- TechBag — INR/GST, sizing and support
Understand PSA software before you buy one
Most product pages skip this. We start here — so you buy a capability, not a buzzword.
What is a PSA?
The system an MSP runs its business on — tickets, time, projects and purchases, all ending in an invoice.
A shared inbox and spreadsheet billing vs one PSA — the honest table
What consolidation actually replaces, dimension by dimension.
| Dimension | A shared inbox and spreadsheet billing | ConnectWise PSA |
|---|---|---|
| Logging requests | Emails and calls in a shared inbox | Tickets on SLA timers, via email, portal or RMM |
| Tracking time | Timesheets filled in on Friday | Time logged against the ticket or task |
| Buying hardware | Orders tracked in a spreadsheet | Procurement from quote to purchase order to invoice |
| Billing clients | Invoices rebuilt by hand every month | Agreements that generate recurring invoices |
| Knowing margins | Guessed at year-end | Profitability and utilisation per client |
| What it is NOT | — | Not an internal ITSM tool — built for MSPs billing clients |
The cheapest test is one service team and one full billing cycle: log time against tickets, run the invoices, and compare them with last month.
The five pieces of the platform
Vendors love diagrams; buyers need to know what they’re actually operating. Here’s the whole platform, demystified.
Service desk
Tickets come in by email connector, customer portal or RMM alert, are prioritised against SLAs and assigned to technicians through resource scheduling.
Finance
Agreements hold what each client pays for. Time, expenses and procured items flow onto invoices, and GL integration syncs them to the accounting package.
Hosting
Cloud partners sit in ConnectWise’s NA, EU or AU cloud, each with its own API address. On-premises installs still run, and a paid service moves them to cloud.
Platform
Platform PSA shares one ticket view with ConnectWise RMM, runs RPA workflows and Sidekick AI, and hands quotes to and from ConnectWise CPQ.
One ledger from ticket to invoice — hosted in ConnectWise’s NA, EU or AU cloud, or on your own servers.
Nine capabilities. Serve, bill, connect.
ConnectWise PSA turns every ticket, hour and purchase an MSP handles into a billable record.
Tickets measured against SLAs
Ticket intake by email, portal or alert, with SLA timers, alerts before a breach and resource scheduling in every edition.
Projects beyond the help desk
Milestones, resource planning and budget tracking for onboarding and upgrade work — capped at three projects on Basic.
A customer portal and chat
Clients log and follow their own tickets in the portal; ConnectWise Chat for live sessions is optional on Basic and included above it.
Time and expenses to the minute
Technicians log billable and non-billable time against a ticket, task or project, so effort reaches the invoice rather than a spreadsheet.
Agreements and recurring billing
Unified Billing Intake matches vendor and service data to each agreement, so recurring invoices go out with fewer disputes; it starts at Standard.
Buy, receive and bill hardware
Procurement and inventory take an item from quote to purchase order to invoice; optional on Basic, included on Standard and Premium.
One ticket view with the RMM
On the ConnectWise Platform, PSA and ConnectWise RMM share a unified ticket experience; Automate also integrates with PSA.
RPA workflows and Sidekick AI
Platform PSA arrived with RPA and more than 50 prebuilt workflows, plus Sidekick AI, per ConnectWise’s June 2025 announcement.
Opportunities and CPQ quotes
Opportunity and pipeline tracking sit in PSA, and ConnectWise CPQ quotes pass back as agreements and recurring line items.
Watch ConnectWise PSA in action
ConnectWise’s own sessions on service delivery, invoicing and finance, project management, and end-to-end procurement on Platform PSA.
ConnectWise PSA Power Session | Service Delivery
Tickets, boards and SLAs, end to end.
ConnectWise PSA Power Session | Invoicing & Finance
From agreements to invoices.
ConnectWise PSA Power Session | Project Management
Planning and tracking project work.
End-to-end Procurement on Platform PSA: Create, Buy, Bill
Hardware from order to invoice.
Want a live, India-context walkthrough for your environment?
Book a guided demo →MSPs lose margin between the help desk and the invoice. ConnectWise PSA keeps both in one ledger.
Here’s what genuinely sets it apart — and exactly where it stops.
Service, projects and billing in one ledger
A ticket, the hours logged against it, the switch bought for it and the agreement that pays for it all live in the same record. That is the point of a PSA: nothing an MSP delivers falls between the help desk and the invoice, and profitability per client can be read straight off the data.
Depth an MSP grows into
Procurement and inventory, GL integration, a report writer, sales team management and location management are all on the edition list. Basic suits a small start, though agreements and GL sync need Standard; a multi-site provider with a sales team and a warehouse will not outgrow the data model.
Part of a wider ConnectWise stack
PSA ties into ConnectWise RMM with a shared ticket view, into Automate, into ScreenConnect sessions and into CPQ quoting. ConnectWise Pro sells PSA, RMM, RPA, remote support, documentation, reporting and CPQ on one contract, priced per end user or per endpoint.
Where it stops
No price is published for any edition, so budgets start with a sales call. Implementation is sold separately, and a full setup takes real effort. ConnectWise documents NA, EU and AU clouds but no India region. And it is built for MSPs billing clients — an internal IT team wants an ITSM tool instead.
The numbers behind the platform
What your ConnectWise PSA rollout looks like
Map how work becomes an invoice
List every service, agreement type, billing rule and hardware flow — that decides the edition and the implementation scope.
Pick the edition and the cloud
Choose Basic, Standard or Premium, choose the NA, EU or AU cloud or on-premises, and get storage terms in writing.
Build boards, SLAs and agreements
Set up service boards, statuses, SLA rules and the first agreements, then connect the RMM so alerts become tickets.
Run one team and one billing cycle
Put one service team on PSA, log time against tickets, and reconcile a full month of invoices against the old system.
Move the rest and switch off
Bring projects, procurement and sales onto PSA, sync invoices to the accounting package, and retire the old tools.
The review scoreboard
Modelled on Gartner Peer Insights structure. *Counts and breakdowns are illustrative pending verified review collection.
Quick poll — what’s driving your evaluation?
Talk to an advisor“Agreements drive our whole month-end now. Recurring lines, extra hours and hardware land on one invoice per client, not three.”
“Setting up boards, statuses and SLA rules took us most of a quarter. Buy the implementation help — we tried without it first.”
“Procurement closed our leakage. A laptop ordered for a client can no longer arrive, get installed and never be billed.”
“RMM alerts open tickets on the right client board with the device attached, so triage starts with context instead of a phone call.”
“Our data sits in the AU cloud. For our Indian clients that was fine, but the contract review asked the question twice.”
“Utilisation reports showed two engineers buried in unbilled work. We repriced three agreements the following quarter.”
Where everyone sits — the grids
Analyst firms bury this view behind paywalls, and G2 retired its Grid. So here’s TechBag’s synthesis of the MSP PSA market — tap any vendor to see why it sits where it does.
TechBag MSP PSA Grid
Execution strength vs product vision — the classic market map, minus the paywall.
Deep MSP PSA; quote only; NA, EU, AU cloud.
Hosting Choice × PSA Depth
The grid nobody publishes — where the PSA can run and keep your data, India options included, vs how much of an MSP’s business it covers.
NA, EU or AU cloud, or on-premises; full MSP ledger.
Positions are TechBag’s illustrative synthesis of public review-platform data and vendor documentation — not a reproduction of any analyst graphic. Verify before relying on it.
ConnectWise PSA vs the MSP PSA field
Against Autotask PSA, HaloPSA, SuperOps, Atera and Syncro — on deployment, coverage, price, limits, security, SSO and India.
| Dimension | ConnectWise PSA | Autotask PSA | HaloPSA | SuperOps | Atera | Syncro |
|---|---|---|---|---|---|---|
| What it is | Deep MSP PSA | Deep MSP PSA | PSA and ITSM in one | PSA plus RMM, AI-first | RMM with PSA bundled | RMM and PSA together |
| Deployment | Cloud or on-premises | Cloud only | Cloud or on-premises | Cloud only, on AWS | SaaS only | Cloud only |
| Coverage | Service to finance | Service to finance | Service to finance | Ticketing and billing | Help desk, lighter PSA | Tickets and invoices |
| Pricing model | Quote only | Quote, or in K365 Ops | Per agent, annual | Per technician | Per technician | Per technician |
| Published entry price | Not published | $129/user via K365 Ops | $99/agent/month | $79/tech PSA only | Not captured | $129/user/month |
| Included vs add-on | Edition-gated | Bundles via Kaseya | Everything in one plan | RMM in bundles | AI Copilot included | Billing not an add-on |
| Scale and limits | Basic caps projects | Set by contract | Bands to 2,000+ | 150 endpoints a tech | Unlimited devices | Unlimited endpoints |
| Security and compliance | SOC 2 at company level | 2FA, SSO, encryption | ISO 27001, SOC 2 | SOC 2, ISO 27001 | Not re-verified | Team adds M365 security |
| Integrations | ConnectWise stack+ | 170+ integrations | Not counted here | Built-in RMM | Built-in RMM | Built-in RMM |
| Governance and SSO | Approvals, SAML config | SSO and 2FA | SSO, MFA, SAML | SAML and 2FA | SSO on top plans | Not published |
| India storage region | No India region | No India zone | No India AWS region | US or Europe only | Not documented | US servers only |
| Support | Tiered support | Free, unlimited | Not captured | Not captured | Not captured | 24/5 live support |
| Lock-in and exit | API, heavy config | Tied to Kaseya 365 | Self-host fallback | PSA tied to RMM | PSA tied to RMM | PSA tied to RMM |
| Best fit | Growing, complex MSPs | Kaseya/Datto MSPs | Wants a public price | Small, AI-first MSPs | RMM-first small teams | Lean MSPs, US data OK |
Which approach fits you?
Honest fit signals — because the fastest way to lose your trust is to pretend one product wins every scenario.
Choose ConnectWise PSA if…
- ✓You run projects, resell hardware and bill many agreements, and need all of it in one ledger
- ✓You already use ConnectWise RMM, Automate, ScreenConnect or CPQ
- ✓You can invest in a proper implementation rather than switching it on in a week
Compare alternatives if…
- ✓You want a published price before a sales call — HaloPSA, SuperOps and Syncro publish theirs
- ✓Your RMM is Datto or Kaseya — Autotask sits in that stack
- ✓You are a small MSP and a PSA bundled with RMM is enough — look at Atera, SuperOps or Syncro
Do not expect…
- ✓A list price for any edition — every ConnectWise PSA deal is quoted
- ✓An India storage region — ConnectWise documents NA, EU and AU clouds only
- ✓An internal-IT service desk — this is built for MSPs billing clients
ConnectWise PSA is one of 22 itsm & service desk products TechBag carries. The ITSM & Service Desk guide narrows them to a shortlist and shows the reasoning. →
What does hand-built MSP billing cost you?
Drag the sliders (client agreements billed; staff-hour cost). Estimates model staff time spent rebuilding invoices, chasing unlogged time and reconciling hardware purchases at an assumed 1.5 hours per client agreement a year, with 70% of it removed by agreement-driven billing in one PSA. Both figures are assumptions. Illustrative.
Loaded cost = salary + overheads per productive hour. Illustrative only — your TechBag quote models your actual environment and modules.
Three ways to consume it
Quote only: ConnectWise names Basic, Standard and Premium editions but publishes no price, unit or term for any of them. PSA can also be bought inside ConnectWise Pro, one contract with RMM, remote support, documentation, reporting and CPQ, priced per end user or per endpoint — also quoted. Implementation and Premium 24/7/365 support are sold separately. TechBag scopes your services and agreements first, then quotes in INR with GST.
PSA Basic
Best for small MSPs starting out
- Quote only — no public price
- Tickets, SLAs, time, portal; up to 3 projects
- Agreements and GL sync need Standard
+ Platform add-ons
Best for a broader rollout
- Scoped to your estate
- Add-on modules as needed
- Phased, right-sized deployment
PSA Standard / Premium
Best for growing, multi-site MSPs
- Quote only — or inside ConnectWise Pro
- Unlimited projects, agreements, report writer
- Premium adds sales-team and location controls
Buy it for less — TechBag pricing beats list
Whatever the list prices above, TechBag negotiates a significantly better deal — with GST-compliant INR invoicing and local support. Ask us for your discounted quote.
Get an India-ready quote
Tell us your requirements and current tools — we’ll model it against what you spend today.
The 8 questions to ask every vendor
Take this into your next vendor call — including ours.
Are you an MSP billing clients? If you are an internal IT team, an ITSM service desk will fit better than a PSA.
Will Basic do? It caps projects at three, and agreements, GL integration and the report writer start at Standard.
NA, EU or AU cloud, or on-premises? Confirm in the contract which region stores your client data.
Do any clients require data stored in India? No India region is documented, so plan around that first.
Are you quoted per member, per end user or per endpoint? ConnectWise Pro offers the last two — compare both.
Is implementation in the quote? ConnectWise sells it, add-on consulting and form design separately.
Does Basic support cover you? Phone support starts at Standard; 24/7/365 Premium support costs extra.
Which RMM feeds tickets? ConnectWise RMM shares a ticket view; check any other RMM’s PSA connector first.
Questions buyers ask
Ready to evaluate ConnectWise PSA?
Map how your services become invoices first, or let a TechBag advisor scope the edition, the implementation and the hosting region with ConnectWise.
Stats, ratings, review counts and pricing are illustrative and sourced from public materials; verify before purchase.