General Consultant Discussion

What do you use for support ticketing?

Legal pad.

We use Connectwise for our overall time, billing, support, ticketing, and most financials except for GL.

We also use ConnectWise - we have plans to evaluate Acumatica to see how much of CW we can duplicate via CRM and Project Accounting. At this point, I have serious doubts.

Another ConnectWise user here, though that's mainly since we needed it for the Managed IT Services side of our business. @BrianKelly, I also have a project on my list to figure out how to roll CW into Acumatica, so maybe we should chat at some point. Our thoughts were CRM, PA, Support Cases and some crude RMM integration (starting with emails).

@SteveIwanowski - when we get closer to really looking into this, I will definitely reach out. Sounds like we are similar in business structure, we (ASI) use CW because our sister IT company (IronLogix) uses it for managed services. My biggest concern at this point is whether or not we can replace Agreements, Workflow Automation and Configurations from CW into Acumatica. Too much on my plate to focus on it, unfortunately.

We also use ConnectWise for support tickets, projects, inside sales, etc. We do our billing out of CW and then import the invoices into Sage.

We use Acumatica :)

We use Commit CRM (we're grandfathered into a super cheap annual maintenance, otherwise we'd love ConnectWise), which we integrate with SolarWinds for MSP. But we're testing a move to Acumatica's CRM. We're more of an I.T. shop, doing Managed IT Services like some others here.

Sage CRM for Azamba. Microsoft Dynamics 365 CRM for QuantaCRM.

We use Autotask for our ticketing, support, project management, CRM and billing and then push the invoices to Sage 100. Our IT group liked it because it integrates with Continuum for Managed IT services. Our Sage team started using it 6 months later and it has worked well for us for the last couple of years.

@SteveIwanowski - that's a great project for Hackathon. I'm in!

Please don't give them any ideas!

I know that Acumatica uses JIRA.

We use ConnectWise and import invoices into Sage. The Sage component is being replaced with a different ERP offering however.

We use Sage CRM, and import case events into Sage 100 for the billing, then exporting the Invoice Number back into the event in Sage CRM.