ConnectWise Manage PSA

Why ConnectWise Manage

ConnectWise Manage is the industry-leading PSA platform for MSPs. It unifies ticketing, project management, billing, and CRM — automating workflows, improving SLAs, and driving profitability with real-time business insights.

• Unified Ticketing: Route, prioritize, and track all client requests in one queue.
• Automation Engine: Auto-assign, escalate, and close tickets based on rules.
• Project Management: Gantt charts, resource allocation, and client approval workflows.
• Integrated Billing: Time, expense, and agreement-based invoicing with QuickBooks sync.

How Blackhawk MSP Deploys It

• Configure service boards: T1 Support, Projects, Security, Onboarding.
• Enable automation rules: SLA breach → manager alert, new ticket → client email.
• Integrate with RMM, IT Glue, and billing tools via API.
• Use dashboards for daily standups: open tickets, aging, technician utilization.
• Run monthly profitability reports by client and service type.

FAQ

Q: Can it handle multi-client workflows?
A: Yes — client-specific boards, agreements, and SLAs with full isolation.

Q: Does it support mobile?
A: Full-featured iOS/Android app for technicians and managers.

Q: How are agreements billed?
A: Auto-invoice fixed, T&M, or block hours based on ticket time and parts.

Q: Is training required?
A: Yes — Blackhawk provides onboarding and quarterly optimization sessions.

Need help? Call 1-925-218-4000 — Blackhawk MSP