ConnectWise Automate Reviews

Automate also pushes out patching and different things to different products that we have. We also use it to desktop manage, et cetera.

Our third-party provider uses ConnectWise as their ticketing system.

It's definitely improved the help-desk servicing, et cetera. 

The solution is very stable.

I don't know whether it's a third-party provider, however, the reporting, et cetera, is not what I would expect. They offer their reporting outside that system. I would say that either it's not turned on or not configured. I don't actually have the licensing for that product. That's my MSP, however, in terms of what I'm able to see and what I could see, I would say that it really needs to improve on it. They need better visibility and reporting and alerts and different things.

They basically need reporting and transparent overviews and management of analysis tools and different things like history graphing. They could use some automated alerts particularly when we're talking about an MSP that might shoot over. It would be good if they could say "Hey, we've had a cluster of incidents," that would trigger our automatic updates. That would be really good.

We've been using the solution, likely for less than a year. 

The solution is very stable. It's reliable. There are no bugs and glitches. It doesn't crash or freeze.

The solution seems to be scalable. We've continued to use it as we grow and it's been fine for us so far.

Just the IT team uses the solution. There are five internal users and about seven external users that log onto that system and use it. Automate pushes out and connects up to all our devices, et cetera, and pushes out updates. However, in terms of people that actually sign on to the program, it's just the IT team.

While I'm sure that they offer technical support, I have no direct experience dealing with them and therefore I can't speak to how helpful or responsive they would be.

The product seems to be pretty straightforward to implement. 

We do have one license, however, mostly we use the web link that they've given us. I would say that it was a fairly quick install for them to get that up and running. 

The deployment process was pretty quick. It was likely less than a month.

We don't pay for that license, et cetera, due to the fact that we use an MSP.

As we use a cloud deployment, we are always using the latest version of the solution. 

I'd rate the solution at a five out of ten. It's just a bit basic.

I wouldn't recommend the solution to others at this time. 

We are a service provider. The solution is primarily used as both an in-work controller and central control.

There are many features within the solution, however, I find that I usually use control or remote solutions. 

I appreciate how I can check the user statuses, including IP addresses, flags, etc., and see the last login of the user.

The implementation is nice and easy.

I have a problem with the reports available on the solution. I don't understand how to work with the reporting functionality. For example, when I want to give a report for a specific machine, ConnectWise doesn't seem to have this as an option. I'm not sure if I'm missing something, or if the reporting functionality is just poorly conceived.

In the future, it would be nice if they also had a Service Desk integration between ConnectWise Manage and ConnectWise Automate. Some tickets should be automatically created in Automate and then passed to Manage.

I've been using the solution for five months.

The stability of the solution is great. Everything is working well. There aren't bugs or glitches. It doesn't freeze or crash. It's reliable.

The scalability of the solution is questionable. I've had some issues. I can't quite remember what they were, however, I remember scaling being a problem for us.

We have about 110 agents on the solution right now, and we purchased 125 in total.

We use it all of the time, every day. We may increase usage in the future, as we do use it often.

Technical support has been good. Everyone we have been in contact with has responded to our queries in a reasonable amount of time. We've found them to be helpful and knowledgeable.

They also have an excellent Live Chat option, which I've used many, many times. It's very easy to connect with them.

We never used another solution before choosing this product.

The initial setup is not complex. It's quite straightforward.

Deployment is super fast and only takes about two minutes.

I handled the implementation myself. I didn't need the help of a reseller or integrator.

We originally bought 125 agents and we do plan to potentially increase them in the future. I'm not sure of what the exact cost was, however.

We're a partner with ConnectWise.

We're most likely using the latest version of the solution.

I'd advise those considering using the solution to work to integrate everything they can.

I'd rate the solution ten out of ten.

We use ConnectWise Automate to monitor and maintain customer systems. It allows us to administrate remote access chains. So basically we use it for administration, remote access, assistance, and help desk services. We currently have about 10 staff using it on our side. They're support specialists ranging from tier one to tier three.

ConnectWise Automate made it easier to keep in contact with customers while working remotely.

ConnectWise Automate's interface is pretty easy to use. It's pretty intuitive to get around and navigate it. It does what I need, which is usually connecting to the client and customers systems. I can just help them from home or from work.

There could be better linkages between ConnectWise Automate and Manage from a ticketing perspective. Automate and Manage each has its own ticketing system. We use the one in Manage, but it'd be nice if they were linked directly to the one in Automate.

We've been using ConnectWise for a couple of years now.

So far, Automate seems pretty stable. I don't think we've had any big issues with having to reboot it that often. Once in a while needs a reboot, but It's too frequently as far as I can tell. Not too terribly much.

I'm still unsure about ConnectWise's scalability. Automate seems like it can scale, but we don't have the biggest customer base in the world, so it is hard for me to say.

Since I didn't implement it, I only have advice on usage. So far, it's doing what we need it to do. But as is the case with most of these types of products, eventually we're going to need to go to a remote solution that's not third-party.

I would rate ConnectWise Automate a seven out of 10. It's pretty average for what we're using it to do.

First of all, the automation of LabTech is awesome. You can do any kind of automation from Labtech.

You can integrate anything from LabTech, i.e., Auvik, Veeam etc. As per LabTech Patching, it is now different from the old Patch Manager. You can set patching according to client requirements, approval policy, reboot policy, etc.

One of the greatest benefits of LabTech is less client downtime. Because LabTech lets you proactively monitor and fix issues before they interrupt your clients’ business, you can virtually eliminate system outages. LabTech lets you monitor virus updates, ensure antivirus programs are enabled and that regular backups are taking place.

Reliability: Open a computer window new screen and it's slow.

We are using this product for the last three or four years when its first version had come out, that is LabTech 10. Last year, ConnectWise, a former partner with Labtech, integrated together. So that's why the product's name is ConnectWise. automate Labtech.

Not at all. As we know every software has stability issues, but every month LabTech Patch has come which has fixed stability issues.

No.

Good. They have a good tech team.

No, we didn't use any other product before this one.

Its depend on the Client Requirements and what they want.

Put a lot of automation on a single machine for LabTech, so pricing is not as high.

No.

Yes, go for it. Use it once. Labtech will take care of your machines

It is a monitoring and automation platform. So, you handle alerts, and then you automate the fixes.

We are using its latest version. It is cloud-based.

It is very scalable. 

Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard.

It should have an Azure functionality because, at the minute, there is no Azure functionality we can automate. It is missing the Azure functionality out of everything. Other than that, it's great.

It is very scalable. I would rate it quite highly there. 

We are an MSP and distributor. We have over 500 customers.

Their premium support is great. If you don't have premium support, you can sometimes have a lot of difficulties with getting the correct point across.

Its initial setup is complex.

I'd probably rate it a 10 out of 10 in terms of ROI.

I would recommend it. I would advise ensuring that you have a team behind it that can run it internally as well, and you're not just relying on ConnectWise themselves.

I'd rate it a nine out of 10. 

Scripting and automation are not incredibly straightforward, but they are probably the most valuable tools in this solution when compared to other RMM systems.

Their integration of ScreenConnect has also made remote desktop control incredibly smooth.

Remote monitoring allows the organization to react more quickly to emergencies, particularly offline devices/locations.

Monitoring server services and general computer health allows us to be proactive about preventing issues. Proper scripting and scheduling has also reduced the need for actual intervention.

Because of the vast number of features, the software is difficult to navigate. Some features feel very hidden and hard to find in order to enable or disable them.

We have been using this solution for over a year.

There is an issue where they do not support the running of any kind of backup software on the same machine. Instead, they recommend using snapshots. Snapshots are widely considered to NOT be a backup solution.

The technical support varies greatly. The response is slow for non-critical issues. Many staff members do not appear to read the issue descriptions closely.

However, sometimes you get the right person in the right department, and they will be able to help you a great detail.

It is powerful, but be prepared to spend a lot of time learning the ins and outs of customizing the system with templates, scripts, groups, etc.

We use ConnectWise Automate as a professional services automation tool.

It allows us to manage all client requests, jobs and invoicing.

The ticketing system is the most valuable feature. 

The project management needs improvement and there's a section of the product called "configuration" that also needs to be improved. 

Stability is pretty good.

Scalability is good. We currently have fifteen users. As our staff grows, our usage of this solution increases.

Their technical support is good. 

The initial setup was complex. It took us around three months to deploy.

Pricing and licensing are reasonable. 

The advice I would give to somebody looking to implement ConnectWise Automate is to spend time getting the implementation right.

I would rate it a seven out of ten.