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 tro...


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107 Reviews of ConnectWise Automate

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December 2019

User Profile Picture

Daren from Big D Technology Solutions, Inc.

Verified Reviewer

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

December 2019

Connectwise Automate

We are using Connectwise Automate for taking care of customers on a managed service contract.

Pros

There are many, many features in Connectwise Automate that will help you help your customers with their computer needs.

Cons

Although the software is very feature rich, it seems very cumbersome and not easy to use from day one. In almost every step, we have had to take classes to figure out how to do things.

Reasons for Choosing ConnectWise Automate

As mentioned before, we switched because we wanted to have all our products on one platform and not a piece there and a piece here.

Reasons for Switching to ConnectWise Automate

We were already using Connectwise Connect and Manage so wanted one general product instead of some of this and some of that.

March 2020

Sam from Sam Houk Creations

Company Size: 1 employee

Industry: Computer Networking

Time Used: More than 2 years

Review Source


Ease-of-use

5.0

Customer support

3.0

Functionality

5.0

March 2020

Connectwise Automate

Connectwise Automate is a critical part of my business that I use. I could not work without it and I really enjoy working with this tool!

Pros

I really like the features that Connectwise Automate offers. The ability to remotely patch servers and endpoint devices is excellent.

Cons

The only issue we have with this software is the customer support and occasional instability of the software.

Reasons for Choosing ConnectWise Automate

Connectwise offers what all of these tools do with many other additional options!

July 2021

Joel from Jackson BevCo

Company Size: 51-200 employees

Industry: Retail

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2021

Review of ConnectWise Automate

My overall experience with this product is fantastic! I wouldn't be able to help my employees the same way without this product.

Pros

What I like the most about this software is that I can remotely login and help my employees with any issues they are having on their computer from anywhere. This is extremely helpful because I look over 11 stores and I am not always at the location that needs help. I can just remote in and help them!

Cons

What I like the least about this product is that I have to have a two factor authentication key emailed to me every time I login to use this product. I understand that this is a necessary security measure, but it slows me down when I'm in a hurry. Other than that minor annoyance, I have not had any issues using this product.

April 2020

Benjamin from VPT

Company Size: 501-1,000 employees

Industry: Airlines/Aviation

Time Used: Less than 2 years

Review Source


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

April 2020

Should be call "Connectwise Autodraft"

The business is a con. They tell you they have a "guarantee" which they make impossible to obtain. will continue to bill you regardless fo whether the product works or not.

Pros

The software has its pros (connectwise screenconnect is the only good thing). The automation will automatically restart services or auto-approve and apply windows update on a schedule. When it isn't crashing or causing servers to crash that is.

Cons

It CONSTANTLY crashes. It will cause servers to crash. Only some automation features work. No support is ever avaaible to resolve issues. The ones that do respond don't know their own product.

Reasons for Choosing ConnectWise Automate

The sales pitch promised support, working automation, and a cost reduction. All of it was a lie. This product costs more money than it saves and is a terrible investment.

Reasons for Switching to ConnectWise Automate

Kaskersky partnership forced via DoD Contracts

May 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

2.0

Functionality

4.0

May 2021

If you have the money to spend, spend it.. if not.. there is other options`

Overall, I am very happy with Connectwise Automate and would continue to use the product. If you work in a critical industry, I wouldn't recommend this as being your only source of remote access since support is very slow and very unhelpful in most situations.

Pros

The best part of this software is how robust the software is. When you purchase this software, you receive control and "WSUS" as part of your package. The software contains reports, pulls data on each computer, provides some integration and overall is a great automation and remote access tool.

Cons

Support is very slow to respond. Getting credits for downtime on their hosted web server is like pulling teeth. When you get into the chat queue, you may be waiting an hour or more for someone overseas who doesn't know how to fix the issue anyway. Then you have to wait until someone gets back with you when they "open a ticket." Honestly.... the only reason I WOULDN'T buy this software is their support system lacks ability for true support!

Reasons for Choosing ConnectWise Automate

Overall cost is the main reason.

Reasons for Switching to ConnectWise Automate

The ability to do more than just remote access the PC was the main reason for the switch. Cost was a close second reason.

January 2019

User Profile Picture

Christopher from Digital 323

Verified Reviewer

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

January 2019

Manage multiple environments with ease

Companies I have been working for have been leveraging this application for machine management for years.

Pros

This software provides multiple connectivity options. It can show a lot of information (see least favorite list below) Great organization! Easy integration with Connectwise Control and Manage Lots of option for Scripting and API connectivity to outside applications

Cons

The interface was changed to a much less intuitive environment about a year ago. I use it and have started to get used to it somewhat, but it still is not what I would call good. There's problems if you don't run the Control Center as an Admin, but it doesn't want to run as admin by default The uninstaller for the client can sometimes not uninstall.

March 2021

Pat from CalTech

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

1.0

Functionality

4.0

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.

Reasons 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.

March 2021

Andrew from Quartet Service Inc

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

1.0

Functionality

2.0

March 2021

ConnectWise Automate - box of LEGO with no instructions

Pros

ConnectWise Automate empowers users to perform generally complex tasks such as patching and monitoring with ease. The scripting engine is extremely powerful and allows anyone with zero to little programming knowledge to perform automation tasks.

Cons

ConnectWise has yet to realized the world is moving to the cloud. Monitoring servers is no longer important, cloud services are. There is no cloud awareness in the system, which is going to force partners to pilot to other systems.

March 2021

Jordan from RJ Productions

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2021

Connectwise Automate

Connectwise Automate has great customer support as well as an amazing slack group of other sys admins and developers that are more than willing to help out others and get them going on the right track. I have loved using Automate and I don't think I will ever use anything else.

Pros

Connectwise automate is by far the best RMM tool on the market, It allows you to create a ton of custom monitoring alerts and the wizard makes it super easy to accomplish.

Cons

The implementation can be very dry but just hang in there as it is all worth it.

April 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: GetApp


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

April 2021

A great tool for VARs and MSPs

Overall connect-wise automate is a great tool for our environment to monitor our customers systems.

Pros

What I really like the is the granularity of alerts that can be set up for customers systems. Also being able to group similar systems together makes it easy once you do the initial setup.

Cons

Omce the software is great overall The main issue we had is the learning curve curve for employees.

Reasons for Switching to ConnectWise Automate

We didn't feel that the support for n-able met our needs.

October 2019

User Profile Picture

Jared from Doberman Technologies, LLC

Verified Reviewer

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Functionality

5.0

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.

July 2018

Mike from i.t.NOW

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source


Ease-of-use

3.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

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.

January 2017

Chris from MSP based in North East England

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

2.0

Customer support

4.0

Functionality

4.0

January 2017

Great Software with a great learning curve

I've been using it for 2 years now. Overall I'm impressed with the software. "Screenconnect" software is brilliant, fast and reliable connections to your managed agents. Pricing is competitive for what it delivers however it is expensive. Make sure you NEED all of it's features before investing otherwise your potentially just burning money you don't need too. However the learning curve required to get the best from this software is vast, documentation is sparse. The documentation that does exist is out of date. For example the knowledge base article regarding configuring the agent to utilise a proxy server doesn't seem to match up with the latest version. You're left either fending for your self on the forums or waiting in line for a chat with their tech support, which to be fair once you get there is very good. Looking elsewhere simply because of two price rises in 2016 with more likely in 2017.

Pros

Screenconnect - A real asset to the platform. Scripting Tunnel options - Can tunnel into your customer network using the agent. Powerful Automation and patch management

Cons

Complex Growing expense Out of date knowledge base / manuals.

March 2018

Jamenn from DCS

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

3.0

Functionality

4.0

March 2018

Connectwise Automate, formerly Labtech, works well for the most part.

Pros

Before Automate/Labtech 12 the best thing about this software was being able to see, at a glance, all the information you needed about a particular managed computer. They are moving back in this direction it appears. The scripting and monitoring systems are robust and allow you to do pretty much anything you can think of.

Cons

The GUI update that came with version 12 is not good. It uses a bunch of giant squares to present information and you have to drill into each one to find the specific info you are looking for rather than the at-a-glance experience I had before. Support leaves something to be desired. Just starting to chat with someone there can take 45+ minutes, then the person you are chatting with does not have the knowledge to fix the problem so you have to open a ticket anyway. Lots of time wasted there. Furthermore sometimes the inexperienced technician will offer suggestions to resolve the problem that have nothing to do with the problem which underlines the fact that they do not understand the problem.

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

January 2019

ConnectWise Automate, a great software

Labtech, as it was previously known, is currently operating in our offices and infrastructures, operating correctly and providing an optimal service, over time we have applied favorable configurations such as the reproduction of events associated with ConnectWise Manage. Its monitoring offers us remarkable performance by tracking any device that is in the network, from the installed applications to the events presented by an error in the system. Its powerful command system manages to facilitate the deployment of any patch you wish to perform.

Pros

It has a large interface composed of various options that enhance its use, it works well enough to carry a monitoring on your devices, you will have detailed information of each action that this takes, you can even display any action by means of commands.

Cons

CW Automate is a fairly complete software, but with a support team that leaves a lot to be desired for certain problems, the resolution of problems is not very complete.

April 2019

Ahmed from Integrated Solutions

Verified Reviewer

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

April 2019

The BEST tool for an IT Army of One

Its a love/hate relationship, but mostly love. I fought to have this at my company and I can not do my job without it.

Pros

You can access it anywhere. If I am on vacation in Mexico and the office back in the states needs support, I just open up chrome and go to my custom made website that CW gave me and I am in. I can see everything about a persons computer by just scrolling side to side or double clicking. Their customer service is also 24/7 AND they assign you technicians to help with implementation along with connectwise university to ensure you are ready to use their product to the fullest extent!

Cons

Its sort of difficult to learn. They have the university that helps with that, but some of their classes are outdated and some just sprint through the lesson in the hopes that you might have caught a thing or two that they just taught you. Also, their scripting language is their own(proprietary) and you have to learn it. So if you already know Java, C++, Python, etc, it doesn't matter.

November 2018

Jeffrey from Hilltop

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

July 2018

Anonymous

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

May 2018

Anonymous

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

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.

December 2018

Grant from True Blue Technology

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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 -