ConnectWise Automate (Formerly LabTech) Software


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 systems at the same time without interrupting the end user. The solution allows users to define which patches should be approved, when they are to be installed and how the agent should react in case of a reboot.

The security module allows users to manage antivirus, anti-malware, email protection, encryption, password and patch deployments from a single solution. Support is provided through an online forum, email and phone.



63 Reviews of ConnectWise Automate (Formerly LabTech)

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 63 reviews

December 2018

Patrick from Trendy Stream

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Increases productivity, but rather complicated service

Pros

Separate praise deserves Scripting Engine of ConnectWise Automate, available in this service. We really like the opportunity to simplify work with constantly recurring tasks due to the command scheduling function. Thanks to this, in just a couple of clicks we can get the same result as if we were performing numerous commands for several hours without a break.

Cons

The service is not so easy to use, the learning curve at ConnectWise Automate is quite a big problem. This will be especially problematic for users with a zero level of technical training. After installing updates, some features of this product begin to slow down or even work incorrectly. And also, a huge problem is the lack of a proper support team. Without this aspect, any service is unreliable and does not cause the desire to continue working in it.

December 2018

Jake from CIE Tours International

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Connect With Training

Pros

Its a great solution for small to medium businesses, but can take a while to get the hang of. It also shows how much hours you spent on service tickets.

Cons

Functionality is great but not always easy. There's guides out there, but not all aspects of CW are user friendly.

December 2018

Grant from True Blue Technology

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Really powerful tool

We chose Automate over everything else for a reason; Price and functionality simply could not be beat.

Pros

- Mostly intuitive GUI
- Packed with tons of functionality; Been using the product a little over 2 years now and still learning neat tricks/tools to use
- Great asset management
- Great at pushing remote commands
- ConnectWise University offers tons of training on their products

Cons

- Because it is so powerful, there is a lot of training that needs reviewed to become proficient in working and navigating
- Been experiencing an issue where I need to re-launch the control center because otherwise the agent tree will refresh forever
-

November 2018

Jeffrey from Hilltop

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Fantastic system for remote management, scripting and much more

Used Kaseya before switching and love the overall layout, features and in-depth information you can retrieve very easily. Wish I could set a few things with some customization, which might be possible by working with connectwise engineers but that would be above my paygrade.

Pros

Set up monitoring alerts, script automated processes, control end user and servers remotely with a couple clicks. Ad-hoc sessions allow admin access remotely, even if the user does not have rights. Fantastic experience overall and only have minor pieces I wish I could see

Cons

Wish there was some more customization is some of the views. Would like to see some more basic information on the main screens, as opposed to having to dive into the properties to find. Seems that it can get a bit slow and unresponsive with certain actions. Not sure if this is our server or the software though.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Overall Pretty Good

Pros

It is a great way to take a glance at multiple computes/networks/clients (depends on your use case). It has a lot of updates that pack a lot of new features.

Cons

It has A LOT to it. It can be overwhelming to learn, but that is part of what makes it so powerful.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Great automation tool for MSPz

So far this program has helped us grow and automate a lot of the mundane tasks, this has allowed is our team to be more productive.

Pros

This program has nearly everything from out of the box, great for manage service companies that wants to automate as much as possible

Cons

Because this program can do so much, you need to set up support/ training sessions to go live.

November 2018

Janet from EmbarkIT

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Great addition

Sometimes getting help takes longer than I'd like. Overall it is great.

Pros

We recently added automate to our company. I am amazed at the great features and function-ability of the software. We are building a new department around this software and couldn't be happier.

Cons

The software is complex and takes time to learn and navigate.

October 2018

Justin from i.t.NOW

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

The capabilities are amazing, but slowness is not fun

Pros

we love that we are able to do so much with the computers that we manage on this software. Also love that we can find out hardware information through this secure application.

Cons

do not like the time it takes to load, but it makes up for the capabilities that it does.

September 2018

Mike from Plymouth Tube Company

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

An IT professional's trusty sidekick!!

I use this software on a daily basis extensively. Even with the cons, I would not use any other software!

Pros

This software is robust. Management of assets within this software seems endless. Company locations can be organized as groups ("locations") and further broken down into subgroups. Hardware and software on each machine the agent is installed can be closely monitored. Alerts can be configured for just about anything, then delivered in a preferred method of logs or emails. Can also be integrated with Chocolatey to provide IT professionals with the ease of installing and updating software remotely. It can also be configured to handle Windows updates!

Cons

Slow to load. I recommend loading this software at the beginning of the day, because you never know when you have to immediately ScreenConnect to a machine and resolve an issue. There is also a huge learning curve. My company contracted someone to come out and train us and help us configure it.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

September 2018

Connectwise automate

I'd say it's overall great for maintaining a large fleet of windows servers.

Pros

It makes scheduling reboots for patches a breeze as well as updating and maintaining antivirus. I love that you can use powershell to make your own scripts.

Cons

The labtech agents break often and have to be reinstalled

August 2018

David from Computer Dynamics

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Great for keeping track of our client computers!

Pros

This program tells me everything I need to know about a client computer at a glance! Very easy to use and has a simple user interface!

Cons

Occasionally the software locks up and I need to close out of it and reopen to get it working properly again.

August 2018

Tom from Virtual Technologies Group

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

August 2018

CW Automate

I would recommend this product to anyone managing more then 100 computers especially if they are not on a domain.

Pros

Single place to manage your workstations. Great patching product, great control product, awesome scripting engine.

Cons

Most of the rich automation is done in a fat client that is heavy and slow to launch. Once in the product everything performs well it's the startup that can take some time.

August 2018

Carla from VTG

Company Size: 51-200 employees

Review Source


Ease-of-use

3 of 5

Functionality

3 of 5

August 2018

ConnectWise Review

Pros

I am not sure I can identify any Pros with ConnectWise. It may be because of my limited use with this product. It does what I need to do, but I feel like I doing too many clicks and going through too many windows/tabs to get to where I want to go.

Cons

As previously said, to me it's not very user-friendly. I feel like I am having to go to different tab in the navigation bar to get to certain information.

August 2018

Drew from Speed Wrench

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

5 of 5

August 2018

Super popular in the MSP world

Used connectwise for tier 1 support at an MSP in Michigan. Worked on it personally from both support and sales roles. Your IT people will love it. Your sales people will hate it.

Pros

Screens are configurable to fit business needs. Automation inside for regular processes is stellar. Well designed for MSP-style setups, with multiple networks/customers and multiple configs.

Cons

Database needs careful manicuring to make sure it doesn't get filled with garbage. Quoting tools need improvement. Built for IT people yes, built for sales people no.

July 2018

Mike from i.t.NOW

Company Size: 11-50 employees

Review Source


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

July 2018

Automate - IT automation software for IT Service Providers

I work for an MSP, and we have the luxury of having a full time guy that is our Automate administrator. He's amazing, and has made this software do some really incredible stuff for us. It had good functionality out of the box, but we've been adding scripts and automation to it for 5 years at this point. The sky is the limit on what you can do, but you will need to invest the time and energy into doing it.

Pros

We love Automate. We use it to manage patches and updates across thousands of computers. We also use it for customized monitoring and alerting on workstations and servers. Monitoring is really robust and granular. It does a great job of gathering a TON of data about the network, and that data is searchable. There are a bunch of different reports built in. Integrates with Manage, Control, and other applications. It does a ton of stuff out of the box, and has endless customization options.

Cons

It may not do quite as much as you want right out of the box, and it will take some work to set it up. You'll need someone on your team willing to invest the time and energy into making this software do everything you want.

July 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

Automate has helped us to manage multiple endpoints for multiple clients from a single console.

Pros

One of the best features of the software is the ability to create and quickly deploy custom scripts and receive accurate reporting.

Cons

Navigation in the console could be improved. There is a slight learning curve, but once you discover where all of the features are it becomes easy to use.

July 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

4 of 5

July 2018

Overall good product, steep learning curve.

Pros

This is a good product to deploy for Manage Service Providers that need remote monitoring and some self-healing capabilities.

Cons

The learning curve is very step. While initial training is provided, its takes a lot of time investment to get the most out of the software

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

The best tool I've used in desktop support.

With this software we are able to not only sort users by client, but also location. The network scans and ability to distribute software is killer. When working I am able to easily assist multiple people because of the features of this product. I can remotely connect to a computer, run command line scripts, create custom scripts, and check general health. That's all in the console view. If you want to setup the alerts to prompt you for specific actions, it's all there.

Pros

The amount of features that you have at your fingertips to remotely assist users is phenomenal. I can't count how many times this software has made life so much easier.

Cons

When the app is slow to load, it's slow to load. It's the only downside I've had with this application.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

4 of 5

July 2018

Great in some places, lets you down in others

Pros

Connecting to users workstations is a quick and painless experience, with the ability to search workstation names or ID's making it a breeze to reach who you need to.

Cons

Software takes anywhere from 1 to 4 minutes to load up, and often times that's just the login screen. At worst, it's taken me 15 minutes to get to the Control Center after restarting my workstation

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

This product makes my work life better.

It has allowed me to accomplish more during a work day.

Pros

How it is able to connect so well regardless of bandwidth constraints, Able to manage updates, antivirus with ease. Scripting is extremely easy.

Cons

The software removal process often will not work as it sometimes requires accessing the PC. Sometimes registering new machines can be a trying experience without admin level access.