CONNECTWISE PSA
Help desk software built for MSPs
Streamline ticket management, keep clients informed, and boost technician efficiency with flexible help desk management.
Explore a smarter approach to help desk management with ConnectWise PSA
From a simple call to reset a password to more complex issues, there’s a lot of pressure to keep your help desk efficient. With ConnectWise PSA™, achieve complete support clarity to keep your techs booked and busy, dispatch the right people to the right projects, and ensure no ticket goes unnoticed.
Efficient multi-channel help desk ticketing
Never miss a single support request again. No matter how your customers reach out to you for assistance—via phone, email, or other integrations—our MSP help desk software captures and documents all customer ticket requests and related interactions.
Dispatch tickets with intelligent scheduling
Use intelligent dispatching to maximize technician availability and responsiveness. With visibility into your team’s workload, our help desk management tool enables you to assign the right tech to the right ticket—minimizing delays and optimizing resource utilization.
Manage time entry efficiently
Gain full visibility into how your technicians spend their time with simplified time entry. Uncover inefficiencies, increase accountability, and use real-time insights to boost productivity and streamline your support operations.
Enable remote help desk access
Your tech team’s productivity shouldn’t be tethered to the office. The ConnectWise mobile app provides 24/7/365 remote access to everything from scheduling to documenting work and tracking time, so your team’s efficiency in the field can continue to improve.
Automate ticket escalations
If you're not prepared, a sudden customer emergency can derail your entire service schedule. Our help desk ticketing software automatically flags, reassigns, and communicates high-priority tickets, keeping your help desk running smoothly.
Track help desk performance
Make data-driven decisions with real-time performance dashboards. Track key metrics like resolution time, ticket volume, and technician effectiveness to continually refine your support strategy.
Discover the keys to delivering next-level service
Your business IS service. Make sure your service process is exceptional with ConnectWise PSA.
BENEFITS
See what help desk management software can do for you
Centralized ticket management
With all your information stored in ConnectWise PSA, eliminate duplicate data entry, and keep all stakeholders — from management to techs — informed with up-to-date information at their fingertips.
Increased resource utilization
Easily manage and track the work your team is doing. Get the most out of your resources and increase utilization to manage more clients and endpoints without the added headcount.
Improved technician efficiency
Take control of managing your team with ConnectWise PSA. Easily and proactively monitor what your team is working on to keep operations flowing smoothly.
Enhanced customer satisfaction
Automated workflows, intelligent dispatching, and SLA tracking ensure that high-priority tickets are addressed promptly leading to happier clients.
Explore more features of ConnectWise PSA
Time tracking & billing
Capture every billable hour and send accurate invoices to get paid for your work.
Account management
Discover a sophisticated, 360° view of your clients and start building the strong relationships your business relies on.
Project management
Keep IT projects on track by giving your team the tools to stay on time and on budget.
FAQs
What is the help desk feature in ConnectWise PSA?
The ConnectWise PSA help desk provides IT service providers with a solution to manage service tickets, automate routine tasks, and deliver faster, more consistent client support.
How does ConnectWise help with help desk management?
ConnectWise PSA simplifies help desk management by integrating ticketing, SLA tracking, time entries, and automation into one solution. It helps reduce resolution times, eliminates manual work, and improves technician accountability.
What’s the difference between the ConnectWise PSA help desk and ConnectWise Help Desk Services?
The help desk in ConnectWise PSA is a software feature designed for internal use by MSPs and IT teams. It allows you to manage service tickets, automate workflows, track SLAs, and assign tasks to your in-house technicians. It’s part of the broader PSA tool used to streamline service operations, billing, time tracking, and more.
In contrast, ConnectWise Help Desk Services is a fully managed outsourced support solution. It provides 24/7 live technical support on your behalf, delivered by ConnectWise’s team of trained service professionals. This service is ideal for MSPs looking to extend their support capabilities without hiring additional staff.
To summarize
- ConnectWise PSA help desk is software for your internal team to leverage
- ConnectWise Help Desk Services is an outsourced team that handles support for you
Both options can work together depending on whether you want to run your own help desk or supplement it with external support.
What is the best help desk ticketing system?
The best help desk ticketing system offers automation, visibility, efficient resource management, and seamless integration within your existing service delivery stack.
ConnectWise PSA delivers on all fronts with intelligent ticket routing, time-saving workflows, and full visibility into team performance and SLA compliance. Its centralized platform simplifies ticket tracking, technician scheduling, and customer communications across all channels.
Additionally, ConnectWise PSA integrates tightly with the broader ConnectWise ecosystem—giving your team a unified platform for service delivery, billing, time tracking, and project management. Whether you're supporting a handful of clients or scaling to thousands, ConnectWise PSA equips IT service providers with the tools they need to reduce response times, increase productivity, and deliver exceptional support—every time.
Can ConnectWise PSA automate help desk workflows?
Yes. You can define automated workflows that assign tickets, send notifications, escalate issues, and enforce SLAs—reducing the need for manual intervention.
Does the help desk integrate with other ConnectWise modules?
Absolutely. The help desk is natively connected with projects, procurement, time tracking, agreements, and billing modules, ensuring that all service operations work together.
How does this help my technicians stay productive?
Technicians can quickly view and manage tickets, log time, communicate with clients, and track resolutions—right from their dashboard. This helps reduce time waste and boost efficiency.
Can I track technician performance using the help desk?
Yes. ConnectWise PSA provides detailed reporting on time spent, ticket completion rates, SLA adherence, and more—so you can assess team productivity and service delivery.
Can I track SLA compliance with the help desk feature?
Yes, you can set SLA goals per client or ticket type, and ConnectWise PSA will automatically track and report on compliance, sending alerts when thresholds are at risk.
What kind of help desk reports are available?
Reports include metrics on ticket volume, response and resolution times, SLA breaches, technician performance, and client satisfaction—helping you optimize your support strategy.