What users are saying about
Top Rated
120 Ratings
78 Ratings
Top Rated
120 Ratings
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Score 8.7 out of 100
78 Ratings
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Score 8.1 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

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

ConnectWise Automate
8.8
Autotask PSA
Remote monitoring
ConnectWise Automate
9.3
Autotask PSA
Network device monitoring
ConnectWise Automate
7.5
Autotask PSA
Multiple Server Monitoring
ConnectWise Automate
9.4
Autotask PSA
Multi-device monitoring
ConnectWise Automate
9.1
Autotask PSA
Automated alerts and notifications
ConnectWise Automate
9.0
Autotask PSA

Management Tasks

ConnectWise Automate
8.8
Autotask PSA
Patch Management
ConnectWise Automate
8.9
Autotask PSA
Service configuration management
ConnectWise Automate
8.7
Autotask PSA
Software and hardware inventory
ConnectWise Automate
8.9
Autotask PSA
Policy-based automation
ConnectWise Automate
8.6
Autotask PSA

Reporting

ConnectWise Automate
7.6
Autotask PSA
Performance data reports
ConnectWise Automate
8.3
Autotask PSA
Customizable reporting
ConnectWise Automate
8.2
Autotask PSA
Data visualization
ConnectWise Automate
7.5
Autotask PSA
Risk analysis
ConnectWise Automate
6.5
Autotask PSA

Security

ConnectWise Automate
8.3
Autotask PSA
Data backup and recovery
ConnectWise Automate
7.4
Autotask PSA
Antivirus and malware management
ConnectWise Automate
8.6
Autotask PSA
Adinistraor access control
ConnectWise Automate
9.0
Autotask PSA

Incident and problem management

ConnectWise Automate
Autotask PSA
7.5
Organize and prioritize service tickets
ConnectWise Automate
Autotask PSA
9.0
Expert directory
ConnectWise Automate
Autotask PSA
7.7
Service restoration
ConnectWise Automate
Autotask PSA
5.2
Self-service tools
ConnectWise Automate
Autotask PSA
7.3
Subscription-based notifications
ConnectWise Automate
Autotask PSA
7.9
ITSM collaboration and documentation
ConnectWise Automate
Autotask PSA
7.7
ITSM reports and dashboards
ConnectWise Automate
Autotask PSA
7.9

ITSM asset management

ConnectWise Automate
Autotask PSA
7.9
Configuration mangement
ConnectWise Automate
Autotask PSA
7.8
Asset management dashboard
ConnectWise Automate
Autotask PSA
7.9
Policy and contract enforcement
ConnectWise Automate
Autotask PSA
7.8

Change management

ConnectWise Automate
Autotask PSA
7.9
Change requests repository
ConnectWise Automate
Autotask PSA
8.1
Change calendar
ConnectWise Automate
Autotask PSA
7.4
Service-level management
ConnectWise Automate
Autotask PSA
8.3

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

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | 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

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | 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

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | 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

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | 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

Autotask PSA

No score
No answers yet
No answers on this topic

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

Autotask PSA

Autotask PSA 8.6
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | 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

Autotask PSA

No score
No answers yet
No answers on this topic

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

Autotask PSA

No score
No answers yet
No answers on this topic

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

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | 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

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

Screenshots

Autotask PSA

Pricing Details

ConnectWise Automate

General

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

Autotask PSA

General

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

Rating Summary

Likelihood to Recommend

ConnectWise Automate
8.8
Autotask PSA
8.4

Likelihood to Renew

ConnectWise Automate
8.0
Autotask PSA
9.0

Usability

ConnectWise Automate
3.2
Autotask PSA
9.0

Performance

ConnectWise Automate
3.0
Autotask PSA

Support Rating

ConnectWise Automate
8.0
Autotask PSA
8.6

Online Training

ConnectWise Automate
7.1
Autotask PSA

Implementation Rating

ConnectWise Automate
7.3
Autotask PSA

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