ConnectWise Automate

RATING:

4.1

(126)

About ConnectWise Automate

ConnectWise Automate (Formerly LabTech) is a cloud-based and on-premise IT automation solution that helps companies track and manage IT assets from a single location. Content management features allow users to share documents and publish content on their website. These features can identify and fix bugs and errors to help decrease website downtime. The solution provides remote monitoring functionality, which enables users to manage desktops, laptops and devices on their network and monitor device performance using a unified dashboard. ConnectWise Automate also offers network administration, which helps users to identify and repair faults, configure services, improve uptime and track server performance. Technicians can troubleshoot issues remotely and work on multiple ...

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FrontRunner 2023
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ConnectWise Automate automation management

ConnectWise Automate Reviews

Overall Rating

4.1

Ratings Breakdown

Secondary Ratings

Ease-of-use

3.5

Customer Support

3.5

Value for money

4

Functionality

4.5

Most Helpful Reviews for ConnectWise Automate

1 - 5 of 121 Reviews

User Profile

Jared

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

3

FUNCTIONALITY

5

Reviewed October 2019

RMM to the stars

We used this tool when it was LabTech - and even in those days there was no comparing this to any other RMM platform. For years it had the edge in so many ways. To those willing to learn it this tool was capable of being the entirety of your platform for doing business!

PROS

The feature set has been astounding from day one. With the big rebrand and integration with ConnectWise Manage the duo are now all that much better, complementing each others previous, non-focused features.

CONS

Truly forward progress was the main issue. During the time we actively used LabTech/Automate was during the transition years of the name and aesthetic. Things are definitely driving into the right, unified direction for all of their tools and that is exciting to see! Learning the tool, like most ConnectWise products, can be daunting but there are lots of resources to pull from and well worth the investment. Again, I suspect due to the years of bringing the tools together, Automate seemed to somewhat stall/lag on added features for awhile. They certainly had the most initially so it wasn't a drastic fall-behind, but new tools were taking the slow moving to catch up and the market is certainly competitive again.

Chris

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2022

Favorite RMM platform

Very good product, probably our most important tool in our stack.

PROS

Very customizable, we create a lot of our own scripts to do custom things for clients.

CONS

Uses MySQL DB, would prefer MS SQL. MySQL can be a beast to manage.

Reason for choosing ConnectWise Automate

Much better functionality and customization capabilities

Pat

Information Technology and Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

4

CUSTOMER SUPPORT

1

FUNCTIONALITY

4

Reviewed March 2021

Large MSP View

My complaints aside, Automate has been a good investment for us. Although I must point out that support, while never the best, seems to have gotten worse over the past two years. This is a significant disappointment. Calling in a ticket seems to have vanished. Chat support rarely is able to resolve an issue on the first attempt. Indeed, it's pretty much a given that opening a case in chat will usually end up with the case being escalated.

PROS

The inclusion of ConnectWise Control is the single greatest part of using ConnectWise Automate. It is amazing. The scripting features are very good. The ability to create custom processes is exceptional.

CONS

The ability to monitor and manage network devices is not good at all. Automate struggles to manage devices across subnets that other platforms seem to be able to do with ease. So bad that we had to bring in Auvik to do this task. It was money we would have rather just spent with ConnectWise. Reporting is also a disappointment. The included reports are very simple and not geared toward a C level. They are also not easy to build or manipulate.

Reason for choosing ConnectWise Automate

What we saw at the time as a slightly better integration with ConnectWise Manage. However, I am not certain that argument would hold up today. The integration has changed little over the years and seems clumsy and out dated.

Reasons for switching to ConnectWise Automate

We had some significant problems related to patch management with N-Able. We also had some serious concerns related to scalability.

User Profile

Guy

Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

FUNCTIONALITY

4

Reviewed August 2023

All-in-one suite of tools to support your fleet of machines

Out of the various Remote Monitoring and Management tools I have used this product seems to get most aspects of RMM tools right. And implementing it to your systems and to your clients can be mainly an easy experience.

PROS

ConnectWise Automate offers a lot of remote support and maintenance options for workstations without needing to interrupt the end-user experience but kicking them off for support.You can administer many tasks like Vulnerability Patching, silently deploying new software, checking the hardware details

CONS

The Desktop tool can be slow at times to load. Needing to clear the local cache to even load past the first splash screen.Navigating the ConnectWise portal to find the latest release to update Automate hasn't been the most seamless experience either.

Anonymous

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

3

VALUE FOR MONEY

4

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed May 2018

I believe this is still the best RMM around, but it's a bit clunky and often slow.

RMM, Scripting, Easy MSP setup and management of our clients systems.

PROS

If you can imagine it, you can do it. It really does have all the tools to do whatever you desire remotely. You can access almost any aspect of a managed machine without even interrupting the end user. The built-in ignite monitors are pretty amazing on their own.

CONS

It can be incredibly slow at times, you have to have a lot of patience. The script editor being object and mouse based is very clunky, I'd prefer to learn the syntax and just type it all out, but that option isn't readily available in the GUI you have to dig into the guts to do that. If you use ignite monitors you'll need to parse out the noise they create for items you don't want to be notified about. Integration with Connectwise Manage is still a bit quirky but it works.