What users are saying about
165 Ratings
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Based on 165 reviews and ratings
Zendesk Support Suite
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Top Rated
809 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.9 out of 100
Based on 809 reviews and ratings
Feature Set Ratings
Monitoring Tasks

7.8
ConnectWise Automate
78%

Zendesk Support Suite
Feature Set Not Supported
N/A
ConnectWise Automate ranks higher in 5/5 features
ConnectWise Automate ranks higher in 5/5 features
Remote monitoring

7.6
76%
16 Ratings

N/A
0 Ratings
Network device monitoring

7.4
74%
15 Ratings

N/A
0 Ratings
Multiple Server Monitoring

7.9
79%
16 Ratings

N/A
0 Ratings
Multi-device monitoring

8.1
81%
15 Ratings

N/A
0 Ratings
Automated alerts and notifications

8.1
81%
16 Ratings

N/A
0 Ratings
Management Tasks

7.6
ConnectWise Automate
76%

Zendesk Support Suite
Feature Set Not Supported
N/A
ConnectWise Automate ranks higher in 4/4 features
ConnectWise Automate ranks higher in 4/4 features
Patch Management

7.2
72%
15 Ratings

N/A
0 Ratings
Service configuration management

7.5
75%
15 Ratings

N/A
0 Ratings
Software and hardware inventory

8.3
83%
16 Ratings

N/A
0 Ratings
Policy-based automation

7.3
73%
16 Ratings

N/A
0 Ratings
Reporting

7.8
ConnectWise Automate
78%

Zendesk Support Suite
Feature Set Not Supported
N/A
ConnectWise Automate ranks higher in 4/4 features
ConnectWise Automate ranks higher in 4/4 features
Performance data reports

8.1
81%
15 Ratings

N/A
0 Ratings
Customizable reporting

8.6
86%
14 Ratings

N/A
0 Ratings
Data visualization

7.6
76%
14 Ratings

N/A
0 Ratings
Risk analysis

7.0
70%
13 Ratings

N/A
0 Ratings
Security

6.8
ConnectWise Automate
68%

Zendesk Support Suite
Feature Set Not Supported
N/A
ConnectWise Automate ranks higher in 3/3 features
ConnectWise Automate ranks higher in 3/3 features
Data backup and recovery

5.4
54%
10 Ratings

N/A
0 Ratings
Antivirus and malware management

6.9
69%
15 Ratings

N/A
0 Ratings
Administrator access control

8.1
81%
26 Ratings

N/A
0 Ratings
Incident and problem management

ConnectWise Automate
Feature Set Not Supported
N/A

7.1
Zendesk Support Suite
71%
Zendesk Support Suite ranks higher in 6/6 features
Zendesk Support Suite ranks higher in 6/6 features
Organize and prioritize service tickets

N/A
0 Ratings

7.3
73%
87 Ratings
Expert directory

N/A
0 Ratings

6.2
62%
55 Ratings
Subscription-based notifications

N/A
0 Ratings

6.1
61%
62 Ratings
ITSM collaboration and documentation

N/A
0 Ratings

6.8
68%
58 Ratings
Ticket creation and submission

N/A
0 Ratings

8.1
81%
88 Ratings
Ticket response

N/A
0 Ratings

7.9
79%
87 Ratings
Self Help Community

ConnectWise Automate
Feature Set Not Supported
N/A

6.9
Zendesk Support Suite
69%
Zendesk Support Suite ranks higher in 2/2 features
Zendesk Support Suite ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings

7.0
70%
75 Ratings
Internal knowledge base

N/A
0 Ratings

6.8
68%
70 Ratings
Multi-Channel Help

ConnectWise Automate
Feature Set Not Supported
N/A

6.7
Zendesk Support Suite
67%
Zendesk Support Suite ranks higher in 5/5 features
Zendesk Support Suite ranks higher in 5/5 features
Customer portal

N/A
0 Ratings

7.0
70%
69 Ratings
IVR

N/A
0 Ratings

5.3
53%
29 Ratings
Social integration

N/A
0 Ratings

6.6
66%
53 Ratings
Email support

N/A
0 Ratings

7.6
76%
84 Ratings
Help Desk CRM integration

N/A
0 Ratings

7.0
70%
63 Ratings
Attribute Ratings
- ConnectWise Automate is rated higher in 2 areas: Likelihood to Recommend, Support Rating
- Zendesk Support Suite is rated higher in 5 areas: Likelihood to Renew, Usability, Performance, Online Training, Implementation Rating
Likelihood to Recommend

7.9
ConnectWise Automate
79%
53 Ratings

7.2
Zendesk Support Suite
72%
126 Ratings
Likelihood to Renew

8.0
ConnectWise Automate
80%
3 Ratings

10.0
Zendesk Support Suite
100%
38 Ratings
Usability

3.2
ConnectWise Automate
32%
3 Ratings

9.5
Zendesk Support Suite
95%
18 Ratings
Availability

ConnectWise Automate
N/A
0 Ratings

8.6
Zendesk Support Suite
86%
26 Ratings
Performance

3.0
ConnectWise Automate
30%
8 Ratings

8.0
Zendesk Support Suite
80%
20 Ratings
Support Rating

8.2
ConnectWise Automate
82%
26 Ratings

6.9
Zendesk Support Suite
69%
49 Ratings
In-Person Training

ConnectWise Automate
N/A
0 Ratings

10.0
Zendesk Support Suite
100%
1 Rating
Online Training

7.1
ConnectWise Automate
71%
2 Ratings

7.9
Zendesk Support Suite
79%
9 Ratings
Implementation Rating

7.3
ConnectWise Automate
73%
2 Ratings

9.0
Zendesk Support Suite
90%
35 Ratings
Likelihood to Recommend
ConnectWise Automate
We heavily rely on it's automation and ability to run script for pushing additional tools and fixes to client end points. However, creating scripts is not particularly intuitive. We have only 1 person on staff that can setup scripts, and we have to use an outside vendor for more advanced work. We recently started using AutoElevate to handle UAC, and we have a script that allows us to push it to new client end points easily.
IT Specialist
Wooden Spoon TechnologiesInformation Technology & Services, 1-10 employees
Zendesk Support Suite
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
Pros
ConnectWise Automate
- Desktop sharing / view with chat to the operator, file sharing and pass-through for keyboard strokes
- Computer/server monitoring with thresholds and warning
- Search - tracking down computers when you have many by name, logged in user, IP
- End user ticket raising is built into the tray icon which make access really easy

Verified User
Manager in Information Technology
Retail Company, 201-500 employeesZendesk Support Suite
- Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
- Zendesk makes it easy for users to indicate if they are available to respond or not.
- Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
ConnectWise Automate
- They have conflicting scheduling paradigms. When scheduling patching for clients, the 1st Friday is interpreted as the very first Friday of the month, even if this is the 1st of the month. For scripting, the 1st Friday of the month is interpreted as the 1st Friday of the 1st FULL WEEK of the month. This makes no sense to have two different interpretations, and makes it unreliable to schedule recurring scripts to fall when recurring maintenance does. The scripts need to be done manually because of this.
- There is no way to dictate reboot orders for patch policies. This tied directly in with my first point. We have some clients that require reboot orders. This is not possible without having different patch policies for each server and specifying a time this way. But, there aren't small enough increments of time to make this reliable, plus patching duration might vary. Excluding reboots with patching and scheduling reboot scripts fixes this. However, this can't be done once on a recurring schedule due to the different scheduling paradigms already discussed. We have to schedule these manually each month.
Level 2 Network Technician
SpringthroughInformation Technology & Services, 11-50 employees
Zendesk Support Suite
- Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
- Provide a way for Suspended tickets (created by emails from non-users) to be better managed
- Set a timer for tickets to reopen on a more individual ticket basis.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing Details
ConnectWise Automate
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$700
ConnectWise Automate Editions & Modules
Edition
Implementation Fee | $700 |
---|---|
Agents | $1.00-$6.002 |
- none
- per month/per agent
Additional Pricing Details
—Zendesk Support Suite
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
$19 per agent/month billed annually
Zendesk Support Suite Editions & Modules
Edition
Suite Team | $49.001 |
---|---|
Suite Growth | $79.001 |
Suite Professional | $99.001 |
Suite Enterprise | $150.001 |
Additional Enterprise-Ready Plans, starting at... | $215.001 |
Support Team (Foundational Support Only) | $19.001 |
- per agent/month billed annually
Additional Pricing Details
—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"
Managing Partner
Oversee My ITInformation Technology and Services, 11-50 employees
Zendesk Support Suite
Zendesk Support Suite 10.0
Based on 38 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Team Member
Onshape Inc.Computer Software, 51-200 employees
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...
Chief Executive Officer
Healthy IT, Inc.Computer Networking, 1-10 employees
Zendesk Support Suite
Zendesk Support Suite 9.5
Based on 18 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability and Availability
ConnectWise Automate
No score
No answers yet
No answers on this topic
Zendesk Support Suite
Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Performance
ConnectWise Automate
ConnectWise Automate 3.0
Based on 8 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.
IT Service Director
Innovation ComputingInformation Technology and Services, 1-10 employees
Zendesk Support Suite
Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
Support Rating
ConnectWise Automate
ConnectWise Automate 8.2
Based on 26 answers
ConnectWise Automate lets you manage more endpoints, with enhanced productivity and improved service, all without increasing expenses.It can 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.
System Engineer
Gurnick Academy of Medical ArtsHigher Education, 201-500 employees
Zendesk Support Suite
Zendesk Support Suite 6.9
Based on 49 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
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.
Director of Managed Services
LightWire, IncInformation Technology and Services, 11-50 employees
Zendesk Support Suite
Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Implementation Rating
ConnectWise Automate
ConnectWise Automate 7.3
Based on 2 answers
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.
Managing Partner
Oversee My ITInformation Technology and Services, 11-50 employees
Zendesk Support Suite
Zendesk Support Suite 9.0
Based on 35 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives Considered
ConnectWise Automate
The Continuum RMM is very simplistic in comparison to Automate. The scripting engine in Continuum doesn't compare at all with the scripting in Automate. Continuum has a single level of agent grouping (all agents for a client are in a single group). For clients that have 100's of endpoints across many locations this gets messy. In Automate, you can create 'sites' under each client and move systems into them to not only organize, but to allow running of scripts on those groups.Unlike Continuum, Automate allows you to dynamically add systems to groups. Each group can be configured to run certain scripts, perform tasks or monitor for something specific. An example would be servers with SQL server. You could add these to a group based on SQL being installed and then monitor for specific SQL related events. The remote control in Automate has proven to be much faster and more reliable than LogMeIn that is used in Continuum.
President
PC Works Plus, Inc.Computer & Network Security, 11-50 employees
Zendesk Support Suite
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
Return on Investment
ConnectWise Automate
- We found we were able to provide good monitoring of our customers sites which was an objective. However, that came at a significant time investment that never seemed to be finished.
- We were able to negotiate a price that worked for us for an up-front purchase which was nice.
- We found the pricing to be very competitive.
- Bottom line for us was despite the pros of the product, we found other RMM solutions to be a better overall "value" due to not having to dedicate technicians to maintaining the product.

Verified User
Partner in Information Technology
Computer & Network Security Company, 11-50 employeesZendesk Support Suite
- The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
- Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
- Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees