What users are saying about
Top Rated
105 Ratings
Top Rated
105 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

ConnectWise Automate

I can only speak from a Managed Service Provider point of view. The tool is certainly well suited to provide RMM and patching for an MSP or other IT service provider. Automate would likely work well in an enterprise environment especially organizations with multiple remote locations/users that may not be connected via a VPN.
David Wertz, CHSP profile photo

Feature Rating Comparison

Monitoring Tasks

ConnectWise Automate
8.9
Remote monitoring
ConnectWise Automate
9.0
Network device monitoring
ConnectWise Automate
8.0
Multiple Server Monitoring
ConnectWise Automate
9.0
Multi-device monitoring
ConnectWise Automate
9.0
Automated alerts and notifications
ConnectWise Automate
9.5

Management Tasks

ConnectWise Automate
9.1
Patch Management
ConnectWise Automate
9.0
Service configuration management
ConnectWise Automate
9.0
Software and hardware inventory
ConnectWise Automate
9.5
Policy-based automation
ConnectWise Automate
9.0

Reporting

ConnectWise Automate
8.6
Performance data reports
ConnectWise Automate
9.0
Customizable reporting
ConnectWise Automate
8.5
Data visualization
ConnectWise Automate
8.0
Risk analysis
ConnectWise Automate
9.0

Security

ConnectWise Automate
8.2
Data backup and recovery
ConnectWise Automate
6.5
Antivirus and malware management
ConnectWise Automate
8.5
Adinistraor access control
ConnectWise Automate
9.5

Pros

ConnectWise Automate

  • Integration to ScreenConnect and ConnectWise are fairly tight at this point.
  • Powerful tool for automation and custom scripting - if you have the technical capabilities and time, you can do more with Automate than any RMM on the market...
No photo available

Cons

ConnectWise Automate

  • Because Automate is so configurable it also requires the most time put into it of all RMM products we have used. It requires a dedicated employee to just managing the product and the services provided by it. Without that dedicated resource, many alerts will be missed (due to configuration issues).
  • Support is not very good. This is a larger scale Connectwise issue.
  • The product is very resource intensive if you host locally. Upgrades are usually pretty buggy and add the need for extra resources.
  • We found VMware and Dell Open Manage monitoring to be very weak compared to other RMM products.
No photo available

Likelihood to Renew

ConnectWise Automate

ConnectWise Automate 8.0
Based on 3 answers
We are invested and won't be changing any time soon.
No photo available

Usability

ConnectWise Automate

ConnectWise Automate 3.2
Based on 3 answers
Needs to support the latest technologies in a timely manner they go to market for general release
Jack Skinner profile photo

Performance

ConnectWise Automate

ConnectWise Automate 3.0
Based on 4 answers
It used to be great, but then they broke reporting, speed and responsiveness with version 11 and the new Patch Manager. It's really bad and their support people are way behind on fixing so many bugs. They have really gone downhill. If they don't get it together soon, we'll start looking around.
Ian Hansen profile photo

Support

ConnectWise Automate

ConnectWise Automate 5.0
Based on 3 answers
I have worked with Support for many years on the product. At the time of writing this review, it takes almost 5 business days just for a support ticket to be assigned to a Tier 1 support agent. Then workflow seems to be that the Tier 1 Support requests logs and support files that are no longer relevant to the situation as a long enough history isn't kept and the files are too large to send via their normal methods. Then once you do get them the information, they start going through a level 1 check list and you go round and round on that. Once you are through the checklist, then start going back and forth with a higher tier support with other things that they should check. Once you are done there, then it gets escalated and things start to happen as they should of when you first submitted the ticket over a week ago.

All of that said, they are starting and trying hard to improve on support and I have seen a slow change. Most of these issues are due to a transistion of Support and hopefully will be resolved in the very near future.
Jack Skinner profile photo

Online Training

ConnectWise Automate

ConnectWise Automate 7.1
Based on 2 answers
The Online training has been re-done and needs a lot more work. When you look at training in different roles, it shows a lot of the same topics but no explanation to what is different about them. Several times that topics are the exact same, but they make you re-take the same information for a different topic, instead of marking that you have already completed that portion of training.
Jack Skinner profile photo

Implementation

ConnectWise Automate

ConnectWise Automate 7.3
Based on 1 answer
Start small and learn the in's and out's before making policies and rolling things out company wide. Ask the questions of why if you don't agree with something or your company does things a different way. Usually they are done a certain way for a reason. Start simple with roll out and slowly enable or add on the functionality that is needed.
Jack Skinner profile photo

Alternatives Considered

ConnectWise Automate

We prefer Automate to Kaseya for the customization, scripting and the third party integration.However, we prefer Continuum to Automate for how much time we freed up. We no longer have to maintain Automate services, integrations, etc. We also have reduced our ticket noise by 70%. This fact alone makes Continuum our favorite.
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Return on Investment

ConnectWise Automate

  • Due to the level of automation LabTech provides us, LabTech lets us provide increased quality support to more clients with fewer techs.
  • As LabTech synchs with our PSA ConnectWise, we are better able to accurately bill our clients for the number of managed systems. Previously we would bill a client for a fixed number of systems in initially, but the client bill would be fixed at that amount. LabTech automatically adjusts the quantity of managed systems on the bill based off of the computers it discovers on the network.
  • While LabTech is an expensive product when you first look at the pricing, the pricing is in line with the competition. It also does a lot for us and if you were to purchase individual products for all solutions (monitoring, remote control, patch management, software deployment, inventory, etc), it would undoubtedly cost more money while being much more difficult to use.
Eric Christiansen profile photo

Pricing Details

ConnectWise Automate

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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