ConnectWise reporting vs Handover
ConnectWise has built-in reporting — ticket lists, SLA dashboards, time summaries. What it cannot do is write a professional client update, generate a QBR pack, or send automated weekly emails to your clients. That is what Handover is for.
The honest verdict: ConnectWise native reporting and Handover are not competitors — they serve different purposes. ConnectWise is for internal operational data. Handover is for client-facing communication. Most MSPs on ConnectWise use both.
What ConnectWise does vs what Handover adds
| Feature | Handover | ConnectWise Native |
|---|---|---|
| Narrative client reports | AI-generated prose reports written for client consumption in 30 seconds | Ticket lists and dashboard data — not narrative prose |
| Automated weekly client emails | Scheduled reports sent automatically to clients — no manual work | No automated client email sending |
| QBR pack generation | Complete QBR pack with executive summary, PowerPoint, and Excel in under 60 seconds | No QBR pack builder |
| Push notes back to tickets | Generated report notes pushed directly back into ConnectWise tickets | Data flows out only — no push-back |
| AI output quality | Trained on MSP delivery language — specific, professional, never generic | No AI generation |
| Week-over-week continuity | Tracks progression across reports — clients see movement not repeated status | No report continuity |
| Client portal | Branded client login to view reports (Enterprise) | Client portal available via ConnectWise |
| HaloPSA support | Native HaloPSA integration alongside ConnectWise | ConnectWise only |
| Pricing | From £29/month | Included in ConnectWise licensing |
| Setup time | Connect once — first report in under 2 minutes | Built in but requires report configuration |
Frequently asked questions
Frequently asked questions
Does ConnectWise have built-in reporting?
Yes. ConnectWise Manage includes native reporting tools — ticket lists, time reports, SLA dashboards, and custom report builders. These are useful for internal operational visibility. They are not designed to generate narrative, client-facing communication — the kind of professional update that builds client confidence and protects contract renewals.
Why do ConnectWise MSPs use Handover?
ConnectWise MSPs use Handover to automate the client communication that ConnectWise's native reporting does not produce — weekly narrative updates, QBR packs, action logs written for a client audience, and scheduled automated emails. Handover sits on top of ConnectWise, reads the live ticket and project data, and handles all client-facing communication automatically.
Is Handover better than ConnectWise reporting?
They serve different purposes. ConnectWise native reporting is for operational data visibility — ticket queues, SLA metrics, engineer utilisation. Handover is for client communication — the professional narrative updates, quarterly business reviews, and automated client emails that make an MSP look organised and trustworthy to their clients. Most teams use both.
Does Handover integrate with ConnectWise Manage?
Yes. Handover has a native ConnectWise Manage integration and is listed on the ConnectWise marketplace. It connects directly to your ConnectWise instance via API — no middleware, no CSV exports. It pulls your live ticket and project data and generates reports automatically.
Can Handover push report notes back to ConnectWise tickets?
Yes. This is one of Handover's most distinctive features. After generating a report, Handover can push the generated notes directly back into the relevant ConnectWise tickets. Your PSA history stays complete without anyone manually updating it.
What does a ConnectWise MSP save by using Handover?
Typically 3-5 hours per week on client reporting. The average MSP delivery manager spends 2-4 hours writing weekly client updates and 4-6 hours preparing each QBR pack. Handover reduces both to under 60 seconds. At a loaded cost of £35/hour, that is £400-700 per month in recovered time on the Team plan at £79/month.