Top Rated
120 Ratings
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Score 8.7 out of 100
99 Ratings
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Score 8.8 out of 100

Likelihood to Recommend

ConnectWise Automate

ConnectWise Automate is a fantastic platform for managing multiple clients, and I feel this is why it was created in the first place. I have ready complaints about certain components and behaviors in the past online. However, it appears they have fixed these issues in later versions as we have not experienced them. It also has competitive pricing for RMM's for MSP's to use. It could also be used for a single company to manage their environment, but I don't think it was meant for this. There might be other options that are more cost effective, especially if a single company doesn't have hundreds of machines to manage or more.
Adam Friedli | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

One key item to consider is the user base. Are they typically all on the network where you can access them directly or is the majority of the workforce you are supporting with the tool remote? If they are always remote, I would probably seek another solution. There are solutions that have the client check in component allowing you to connect as needed without the user having to use a provided link. This may be for support or for updates, etc., that the admin needs to do.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

ConnectWise Automate
8.8
SolarWinds Dameware Remote Support (DRS)
Remote monitoring
ConnectWise Automate
9.3
SolarWinds Dameware Remote Support (DRS)
Network device monitoring
ConnectWise Automate
7.5
SolarWinds Dameware Remote Support (DRS)
Multiple Server Monitoring
ConnectWise Automate
9.4
SolarWinds Dameware Remote Support (DRS)
Multi-device monitoring
ConnectWise Automate
9.1
SolarWinds Dameware Remote Support (DRS)
Automated alerts and notifications
ConnectWise Automate
9.0
SolarWinds Dameware Remote Support (DRS)

Management Tasks

ConnectWise Automate
8.8
SolarWinds Dameware Remote Support (DRS)
Patch Management
ConnectWise Automate
8.9
SolarWinds Dameware Remote Support (DRS)
Service configuration management
ConnectWise Automate
8.7
SolarWinds Dameware Remote Support (DRS)
Software and hardware inventory
ConnectWise Automate
8.9
SolarWinds Dameware Remote Support (DRS)
Policy-based automation
ConnectWise Automate
8.6
SolarWinds Dameware Remote Support (DRS)

Reporting

ConnectWise Automate
7.6
SolarWinds Dameware Remote Support (DRS)
Performance data reports
ConnectWise Automate
8.3
SolarWinds Dameware Remote Support (DRS)
Customizable reporting
ConnectWise Automate
8.2
SolarWinds Dameware Remote Support (DRS)
Data visualization
ConnectWise Automate
7.5
SolarWinds Dameware Remote Support (DRS)
Risk analysis
ConnectWise Automate
6.5
SolarWinds Dameware Remote Support (DRS)

Security

ConnectWise Automate
8.3
SolarWinds Dameware Remote Support (DRS)
Data backup and recovery
ConnectWise Automate
7.4
SolarWinds Dameware Remote Support (DRS)
Antivirus and malware management
ConnectWise Automate
8.6
SolarWinds Dameware Remote Support (DRS)
Adinistraor access control
ConnectWise Automate
9.0
SolarWinds Dameware Remote Support (DRS)

Remote Administration

ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.1
Screen sharing
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
10.0
File transfer
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
10.0
Instant message
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
8.9
Secure remote access with Smart Card authentication
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.0
Access to sleeping/powered-off computers
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.1
Over-the-Internet remote session
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.2
Initiate remote control from mobile
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.0
Remote management of servers & workstations
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
10.0
Remote Active Directory® management
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.4
Centralized management dashboard
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
8.3
Session record
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
8.6
Annotations
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
7.7
Monitoring and Alerts
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
8.9
Multi-platform remote control
ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.7

Pros

ConnectWise Automate

  • It includes a ticketing system using workflow automation, SLA, as well as performance monitoring and access tickets from mobile devices.
  • Dashboards of the tool show overviews and detailed explanations of KPIs. Your business can also use the custom report writer to generate reports on whatever issue you want.
  • You can use ConnectWise to automate the range of ITIL process, such as: incident management, availability management, change management, service reporting, service-level management, service asset and configuration management, request management, and knowledge management.
Asfer Bin Saleh | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

  • DameWare has been a very reliable solution for remote support for out team.
  • With multiple authentication options, we are able to connect to computers that have been dropped from the domain.
  • The secure file transfer in DameWare provides and quick and easy way to pass files to/from employee computers saving us time during support.
Michael Chambers | TrustRadius Reviewer

Cons

ConnectWise Automate

  • The biggest issue for Automate is their support. They seem to be completely overwhelmed. Chat support for simple questions can be anywhere from 30 to 60 minutes in the queue. Then when you are connected they are doing little more than creating a ticket that will take days to hear back from them.
  • Patching. The documentation and advice from our implementation person do not match reality. The process of denying a patch is documented, but doesn't work. We were unable to block certain patches from being distributed until we spoke to a specialist about it. He couldn't explain the mis-matched documentation.
  • Speed. Using the Automate client is painfully slow. Very sluggish and non-responsive at times.
David Wertz, CHSP | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

  • Perhaps popup messages that guide a user to where they need to go when sharing a session with another remote user to allow them full access as well.
  • When the toolbar gets minimized it can be difficult to get it restored.
Brett Davis | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Automate

ConnectWise Automate 8.0
Based on 3 answers
Support and the Speed of supporting the latest technology is the main reason for not giving this a 10. But the product is powerful and flexible. The best way that I can sum it up is "You can get out of it what you put in to it"
Jack Skinner | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.5
Based on 11 answers
This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.
Brett Davis | TrustRadius Reviewer

Usability

ConnectWise Automate

ConnectWise Automate 3.2
Based on 3 answers
The UI is pretty confusing. There are Right-clicks, ctrl+clicks, Shift clicks, it's all very convoluted. With the latest gussying up, it's now arguably prettier, but very slow... I dread using it now...
Scott Sanford | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.9
Based on 9 answers
Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.
Jeanne Moffat | TrustRadius Reviewer

Reliability and Availability

ConnectWise Automate

No score
No answers yet
No answers on this topic

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 1 answer
Yes, always available.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 8.5
Based on 2 answers
The application always seems responsive to me
John Knierim | TrustRadius Reviewer

Support Rating

ConnectWise Automate

ConnectWise Automate 8.0
Based on 14 answers
Most of the time their support is good for smaller things. They have a chat assist which is a nice function. When you run into a larger issue or an issue with an integration the support becomes less reliable and inconsistent. Generally your wait time on chat is under 5 minutes.
Anonymous | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 8.9
Based on 16 answers
I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.
Michael Chambers | TrustRadius Reviewer

In-Person Training

ConnectWise Automate

No score
No answers yet
No answers on this topic

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 1 answer
It was excellent
John Knierim | TrustRadius Reviewer

Online Training

ConnectWise Automate

ConnectWise Automate 7.1
Based on 2 answers
LabTech online training is very very thorough in training and helping individuals understand the theory and practical side of using a Remote Monitoring & Management. The training has multiple methods of explaining each section which helps to re-enforce everything about the Training Modules. I have had some Engineers lose their interest after a number of modules because they said that it was too much, that was too similar. I've found that the training is tailored towards a technical background but the Sales training does help NON technical individuals familiarize themselves with the Remote Monitoring and Management components and how it relates to Managed Services.
Carson Hagan, ITILv3 | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 1 answer
The videos were more than sufficient to learn the product
John Knierim | TrustRadius Reviewer

Implementation Rating

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 | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 9.0
Based on 14 answers
It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.
Jeanne Moffat | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.
Anonymous | TrustRadius Reviewer

Scalability

ConnectWise Automate

No score
No answers yet
No answers on this topic

SolarWinds Dameware Remote Support (DRS)

SolarWinds Dameware Remote Support (DRS) 8.0
Based on 2 answers
You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.
Anonymous | TrustRadius Reviewer

Return on Investment

ConnectWise Automate

  • Because using the program is at a very low cost, I have the ability to service any client and provide training to any client if they have a computer.
  • Saves travel time and expenses associated with travel to support/train clients. Also can be done at any time of day because of continual access.
  • Gives the client peace of mind to know that I can access and fix an issue with a workstation any time of the day, weekends, evenings when they are not available etc.
Catherine Zuniga | TrustRadius Reviewer

SolarWinds Dameware Remote Support (DRS)

  • DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
  • Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
  • First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.
Marc Cummings | TrustRadius Reviewer

Screenshots

Pricing Details

ConnectWise Automate

General

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

ConnectWise Automate Editions & Modules

Additional Pricing Details

SolarWinds Dameware Remote Support (DRS)

General

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

SolarWinds Dameware Remote Support (DRS) Editions & Modules

Edition
Dameware Remote Support$3881
Dameware Mini Remote Control$2762
  1. per technician, unlimited end-users
  2. per technician, unlimited end users
Additional Pricing Details
DameWare Remote Support and Mini Remote Control are licensed based on the number of technician users that use the software for remote administration. There are no limits or restrictions for the number of end-users supported or the number of remote endpoints/computers supported. As you buy higher counts of licenses, the per-seat pricing goes down giving you a reduced total price.

Rating Summary

Likelihood to Recommend

ConnectWise Automate
8.8
SolarWinds Dameware Remote Support (DRS)
9.7

Likelihood to Renew

ConnectWise Automate
8.0
SolarWinds Dameware Remote Support (DRS)
9.5

Usability

ConnectWise Automate
3.2
SolarWinds Dameware Remote Support (DRS)
9.9

Reliability and Availability

ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.0

Performance

ConnectWise Automate
3.0
SolarWinds Dameware Remote Support (DRS)
8.5

Support Rating

ConnectWise Automate
8.0
SolarWinds Dameware Remote Support (DRS)
8.9

In-Person Training

ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
9.0

Online Training

ConnectWise Automate
7.1
SolarWinds Dameware Remote Support (DRS)
9.0

Implementation Rating

ConnectWise Automate
7.3
SolarWinds Dameware Remote Support (DRS)
9.0

Scalability

ConnectWise Automate
SolarWinds Dameware Remote Support (DRS)
8.0

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