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Top Rated
119 Ratings

ConnectWise Automate

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Top Rated
119 Ratings
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Score 8.6 out of 100
16 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

KACE Systems Management Appliance

I think it has added value for any organization. It reduced our Tech Support cost by:-Supporting users anywhere-Reducing users downtime as well keep them informed with the status of their tickets-Managing software and hardware actively-Processing automation-deploy mass software installs, patching or updates- Provide approved software's to users to install without IT help
Thayer Ramahi | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

ConnectWise Automate
8.8
KACE Systems Management Appliance
Remote monitoring
ConnectWise Automate
9.2
KACE Systems Management Appliance
Network device monitoring
ConnectWise Automate
7.5
KACE Systems Management Appliance
Multiple Server Monitoring
ConnectWise Automate
9.4
KACE Systems Management Appliance
Multi-device monitoring
ConnectWise Automate
9.0
KACE Systems Management Appliance
Automated alerts and notifications
ConnectWise Automate
9.0
KACE Systems Management Appliance

Management Tasks

ConnectWise Automate
8.8
KACE Systems Management Appliance
Patch Management
ConnectWise Automate
8.9
KACE Systems Management Appliance
Service configuration management
ConnectWise Automate
8.7
KACE Systems Management Appliance
Software and hardware inventory
ConnectWise Automate
8.9
KACE Systems Management Appliance
Policy-based automation
ConnectWise Automate
8.5
KACE Systems Management Appliance

Reporting

ConnectWise Automate
7.6
KACE Systems Management Appliance
Performance data reports
ConnectWise Automate
8.3
KACE Systems Management Appliance
Customizable reporting
ConnectWise Automate
8.2
KACE Systems Management Appliance
Data visualization
ConnectWise Automate
7.4
KACE Systems Management Appliance
Risk analysis
ConnectWise Automate
6.6
KACE Systems Management Appliance

Security

ConnectWise Automate
8.3
KACE Systems Management Appliance
Data backup and recovery
ConnectWise Automate
7.2
KACE Systems Management Appliance
Antivirus and malware management
ConnectWise Automate
8.6
KACE Systems Management Appliance
Adinistraor access control
ConnectWise Automate
9.0
KACE Systems Management Appliance

IT Asset Management

ConnectWise Automate
KACE Systems Management Appliance
8.2
Software and hardware inventory tracking
ConnectWise Automate
KACE Systems Management Appliance
8.1
License management
ConnectWise Automate
KACE Systems Management Appliance
8.6
Asset lifecycle monitoring
ConnectWise Automate
KACE Systems Management Appliance
8.4
Contract management
ConnectWise Automate
KACE Systems Management Appliance
7.6
Asset relationship management
ConnectWise Automate
KACE Systems Management Appliance
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

KACE Systems Management Appliance

  • Inventory: KACE provides a ton of hardware and software inventory information that is easy to search, filter, and export. This is critical when we need to find the answers to questions about how many of such and such we have in our fleet.
  • Patch Management: We were using WSUS before and it was altogether too cumbersome. KACE has given us the power, flexibility, and verification we need to feel comfortable our patches are up-to-date.
  • Service Queue: We made KACE our help desk system and it does everything we need it to do. Great improvement over our old system.
Jeff Nickles | 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

KACE Systems Management Appliance

  • The KACE SMA needs a better way to handle different roles in the software so certain users can access or administrate certain parts of the software, but not the entire software installation.
  • The KACE SMA could improve the ticketing process of projects. The aspects of the title and some information do not always flow down from the parent ticket to its child tickets.
  • The KACE SMA could improve the UI of the software with the addition of different CSS color schemes.
Andy Anschutz | 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

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

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

KACE Systems Management Appliance

KACE Systems Management Appliance 9.0
Based on 1 answer
The usability factor is quite important and significant for us, as we heavily rely on KACE to manage and administer our environment.
Gus Awad | 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

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Automate

ConnectWise Automate 7.9
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

KACE Systems Management Appliance

KACE Systems Management Appliance 6.0
Based on 2 answers
It's not as seemless as it should be.
Anonymous | 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

KACE Systems Management Appliance

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

KACE Systems Management Appliance

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

KACE Systems Management Appliance

We have selected this software because it rolls several different systems into one. We have a helpdesk system with this and an asset and inventory management system as well. We pay one price for the whole system instead of paying multiple companies different amounts that would have totaled more than we pay for the single system.
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

KACE Systems Management Appliance

  • KACE has saved us from having to spend several days of employee hours in crafting DVDs and duplicating them (100+ DVDs)
  • KACE has saved us on the postage required to send out those DVDs for every update (monthly) to all of our customers electronically
Anonymous | TrustRadius Reviewer

Screenshots

KACE Systems Management Appliance

Pricing Details

ConnectWise Automate

General

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

KACE Systems Management Appliance

General

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

Rating Summary

Likelihood to Recommend

ConnectWise Automate
8.6
KACE Systems Management Appliance
7.9

Likelihood to Renew

ConnectWise Automate
8.0
KACE Systems Management Appliance

Usability

ConnectWise Automate
3.2
KACE Systems Management Appliance
9.0

Performance

ConnectWise Automate
3.0
KACE Systems Management Appliance

Support Rating

ConnectWise Automate
7.9
KACE Systems Management Appliance
6.0

Online Training

ConnectWise Automate
7.1
KACE Systems Management Appliance

Implementation Rating

ConnectWise Automate
7.3
KACE Systems Management Appliance

Add comparison