Overview
What is ConnectWise Automate?
ConnectWise Automate, formerly LabTech, is a remote monitoring and management (RMM) platform. It provides powerful automation to discover and manage devices, monitor for problems, and scripts repetitive action.
ConnectWise Automate - Automate Everything
ConnectWise Automate was the right choice for us
It is a genuine remote Control.
ConnectWise Automate: The Robust RMM of Choice
Not For Small MSP
In My Opinion, Please, Don't Go with ConnectWise Automate Unless You Never Want to Reduce Your Client Count
ConnectWise Automate for MSP Management is an Excellent tool
ConnectWise Control - Great for Large Organizations
ConnectWise Automate - great all-round support and access tool
Automate Attraction
A fair RMM with some strong automation, but challenging to learn.
Automate Review
ConnectWise Automate
A Fantastic RMM That Stands Apart from the Competition
Automate Me, Baby!
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Remote monitoring (21)7.272%
- Policy-based automation (21)6.969%
- Patch Management (20)6.060%
- Network device monitoring (20)5.151%
Pricing
Agents
$1.00-$6.00
Implementation Fee
$700
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
ConnectWise Automate Demo
Office365 For ConnectWise Automate - [Shell Console]
Active Directory UC for ConnectWise Automate
Office365 for ConnectWise Automate
Features
Monitoring Tasks
Various types of monitoring
- 7.2Remote monitoring(21) Ratings
Monitoring of network operational activities through the use of remote devices known as monitors or probes
- 5.1Network device monitoring(20) Ratings
Monitor the real-time performance and health of devices on your network
Management Tasks
Various tasks required to keep systems running smoothly
- 6Patch Management(20) Ratings
Patch management involves acquiring, testing, and installing multiple patches (code changes) to an administered computer system.
- 6.9Policy-based automation(21) Ratings
Policy-based management is an administrative approach used to simplify the system management by drafting rules to deal with common situations
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is ConnectWise Automate?
- Discovery – Automatically deploy and detect the status of devices, creating accountability and access to all managed devices.
- Management – Providing access to each endpoint managed makes it easier to resolve issues fast and keep downtime to a minimum.
- Patching – Configures Windows patch management with out-of-the-box policies for Microsoft and third-party software.
- Automation – Automates repeatable tasks to decrease costs and also keeps techs happy by automating the tasks they hate doing.
ConnectWise Automate Screenshots
ConnectWise Automate Video
ConnectWise Automate Integrations
ConnectWise Automate Competitors
ConnectWise Automate Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows |
Mobile Application | No |
Supported Languages | Automate's Control Center is in English, Agents are compatible with all Windows supported Languages |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(205)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
ConnectWise Automate is a powerful tool that is actively used by customers to support and monitor their networks and servers. With this platform, users are able to provide fast and efficient service by remotely managing all clients' computer systems and maintaining software. This includes managing endpoints, providing patch management, and remote monitoring/maintenance for clients. Users also leverage ConnectWise Automate as a comprehensive asset inventory, support ticketing, monitoring, and alerting tool. It allows for screen sharing access to assist end-users and manage servers remotely.
LabTech, another name for ConnectWise Automate, plays a crucial role in managing technology assets for multiple clients. The service department of organizations uses it to handle Windows patching, alerting, and remote access for clients' servers and workstations. LabTech ensures that client networks are efficiently managed by independently scanning and deploying agents, installing patches, and monitoring critical machines. Additionally, LabTech serves as an RMM platform for managing, automating, and maintaining customers' networks. It enables remote support, patch management, and remote monitoring while providing flexibility and multitenant architecture.
ConnectWise Automate has gained recognition for its ability to serve as a central point for end-user support and automation management. Its flexibility and multitenant architecture make it a valuable tool for managing, automating, and maintaining customers' networks. By offering features such as remote support, patch management, and remote monitoring, ConnectWise Automate empowers organizations to provide top-notch services to their clients while increasing efficiency in IT operations.
Tight Integration with Connectwise: Users have consistently praised the seamless ticket management and resolution that comes from LabTech's integration with Connectwise. Several reviewers found this aspect to be very tight, allowing for a smooth workflow between the two platforms.
Powerful Scripting Capabilities: Many users have highlighted LabTech's scripting capabilities as a standout feature. They appreciate its versatility and ability to automate mundane tasks. This has made their work more efficient and streamlined.
Effective Alerting System: Reviewers have mentioned that LabTech's alerting system is highly effective in notifying the on-call team of critical events while separating non-critical issues. This feature has been particularly valuable in ensuring timely responses to important incidents.
Confusing and Outdated User Interface: Many users have found Labtech's management system user interface to be confusing, outdated, and in need of updating. Some users have described it as unintuitive and difficult to navigate, making tasks more challenging to perform.
Steep Learning Curve for New Users: A significant amount of configuration is required out of the box for Labtech's software, which has led to a steep learning curve for new users. Some reviewers have mentioned that it can be intimidating and complex, requiring dedicated resources to fully leverage its capabilities.
Issues with Stability and Functionality: Users have experienced issues with the stability and reliability of Labtech's infrastructure when using cloud partners. Several built-in scripts, screens, and modules were reported not to work completely, indicating some problems with functionality.
Users recommend using the self-hosted version of ConnectWise Automate instead of the cloud version, particularly for companies with more than 500 employees. It is suggested to evaluate other products if support is a priority and to dedicate sufficient time to planning before implementing ConnectWise Automate. Users advise familiarizing oneself with all the software's capabilities and taking advantage of online courses to gain a deeper understanding. ConnectWise Automate is regarded as reliable with regular updates and excellent support, although there is room for improvement in its reliability. To ensure long-term success, it is recommended to set up ConnectWise Automate correctly from the start and to establish the appropriate configuration. Additionally, when comparing to other free RMMs, users suggest considering the cost and setup required for ConnectWise Automate.
Attribute Ratings
Reviews
(1-25 of 26)ConnectWise Automate: The Robust RMM of Choice
- Silent tools and command access that works behind the scenes so clients aren't disturbed.
- Easily assembled scripts from a robust scripting engine.
- Event monitoring and alerting.
- Integration with some SIEM products is lacking.
- True event monitoring to support NOC activities isn't as robust as some competitor's.
- UI is a little clunky and has not been updated in years.
ConnectWise Control - Great for Large Organizations
- The way we can automate tasks to run keeps our client's system as up to date as possible.
- It allows our engineers to work silently on a customers machine without interrupting their productivity.
- The vast array of plugins, allows for great customization to fit your needs.
- Patch Manager could use improvement. At times, it will crash in the middle of patching, or switching between configurations. Setting the patch priorities seems a little convoluted.
- The ability to copy over a file using the silent File Explorer would be nice. Rather than having to interrupt the user to replace a file or execute a download.
- I would like to see more details in script logs. I want to see why a script failed, what step it was executing.
A fair RMM with some strong automation, but challenging to learn.
- Automation
- Monitoring
- Configuration reference
- Automation can be difficult to implement
- Discrepancy between web and installed client.
Automate Review
- Takes care of updates
- Support
- Technical documentation
- Has a big learning curve just starting out.
- Needs mores simplified directions.
- Better support.
A Fantastic RMM That Stands Apart from the Competition
- Automated patching. The patch management is very robust and doesn't let us down. We can rely on it to do its job.
- Scripting. The scripting engine and layout is excellent. It's very easy to work with and adapt Powershell scripts and other script to the native format with its functions. It also gives detailed logs to help determine why something went wrong if there's issues.
- 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.
To ConnectWise or not to ConnectWise?
- Automation of mundane and repetitive tasks.
- Management of our clients
- It can be painfully slow.
- It's quite complex and needs a lot of training.
ConnectWise is essential for any IT Department
- The reporting is great and it shows clients and staff how many issues have been resolved and how to decrease trouble areas.
- Great at patch management.
- Scripting is one of the thing we use extensively and ConnectWise has great scripts to use and also it's very easy to create your own.
- The remote control capabilities are fast and responsive and the bandwidth overhead is minimal.
- New features are constantly being added.
- Wish is was cheaper. This is a competitive market and they should lower the price to be more competitive.
- The GUI needs to be cleaned up and more streamlined. Currently it's a mess.
- Tech support could be better.
Great software for an MSP
- Remote control.
- Patching.
- Monitoring.
- It is a little slow some times.
- It can be difficult to set-up and maintain.
- The interface is not very intuitive for new users.
My viewpoints on ConnectWise
ConnectWise gives businesses a complete business management and process automation platform for technology companies including IT service companies, professional services, software developers, security, and telecom. The workflow rules that are defined in ConnectWise cover various areas of the business, ranging from conducting targeted marketing campaigns to monitoring service delivery using service level agreements.
You can create work plans and project timelines and get detailed reporting on progress of projects. It’s also possible to use the workflow engine to manage deadlines and get notifications of overdue tasks.
- 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.
- You can track all your clients information and every single job you do for them. You can do quotes, send them, add providers to compare prices, manage the calendar of the employees, assign tickets to the correct person, there is nothing you can't do with this tool.
- Inside all the greatness, there are some works around that you have to do for specific duties that could be automated.
- Make sure you keep notes on each client profile, you can use the private note section, it is secure and it works as a reminder of everything you need to do about that specific client, only you and your employees will see those.
One piece of the puzzle
- Scripting
- Remote asset control
- Asset reporting an inventory
- The local client is very robust, but it can be a resource hog.
- The web client is not as full-featured as the local client but runs much faster.
- Updates on the local client are installed automatically when you launch the application, but they can take some time to run. Since there is no option for a window to install them, this can cause delays when launching the software for the first time after a period of inactivity.
CW Automate automates our business
The primary uses are patch management, VMware management, automation, client onboarding, cybersecurity solutions deployment, reporting data, and tight integration with our PSA, ConnectWise Manage. Remote control via ScreenConnect, or Connect I think it's called now, is pretty seamless and we even have one-click access to backstage when using the web version of Automate. Security-wise, we use AD integration and Two-factor authentication to secure our connections to the tool in and out of the office.
- It feeds tons of data to our reporting solution.
- A good overview of client endpoints, online status, av status and access to many tools to keep from disturbing end-users while troubleshooting their computers.
- Synchronizes with our PSA to automate billing changes.
- Tightly integrated with the remote control tools so we don't have to jump into a different console to make that connection.
- Alerting on multiple items (got one just a little while ago from the VMware plugin about a failed drive on a VM Host) and automatic ticket creation, and in many cases, automated remediation.
- Patch management is always a little finicky. Gets better every time.
- If you decide to hitch your MSP to ConnectWise Automate, make sure you have a clear plan of what you want to accomplish and please, save your self a ton of hassle and use ConnectWise consulting to get things going initially.
- Conflicting answers from support on more complicated items.
- Not sure if this applies, but you need to have someone at your MSP whose job is the care and feeding of Automate, as well as that script and automation creation. Not really a complaint, more along the lines of "you are buying a business automation platform, you need to dedicate people to get the most out of it."
Startup MSP's, or those who just don't understand the value of automation - Automate isn't for you. You can get some good value out of it, but the complexity and cost may outweigh the benefits if you just don't have the scale or dedicated, skilled resources to really get the most out of the product.
ConnectWise Automate does more than our needs for an RMM - It provides a platform to grow
- Automatically perform and records billable work time.
- Consistently perform representative tasks.
- Schedule tasks for off-hours to minimize disrupting our clients.
- Excellent source for details in developing new sales.
- Having to pay for licensing in advance. If you need additional licenses you need to plan ahead to have them available.
- Some ConnectWise Automate options such as third-party patching could offer patching for more software.
- ConnectWise Automate can be very complex so it can take time to understand all it can do. The more time you invest in ConnectWise Automate the easier and more powerful it becomes.
Powerful product but support needs an overhaul
- Scripting in Automate is very comprehensive and flexible. Other tools we've used pale in comparison to the scripting in Automate.
- Remote control is 2nd to none. Screen Connect has proven to be incredibly fast and stable. This is a significant improvement over the old LabVNC in previous versions of Automate
- The ability to group things manually and dynamically. Being able to automatically add systems to groups based on some criteria (almost anything) and then run scripts or commands against those groups is a huge benefit. A great example is adding machines to a group based on anti-virus install. If a machine doesn't have AV installed it gets added to a group. The group is setup to run a script at some frequency to install AV.
- 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.
Behold the power of ConnectWise Automate
- Scripting across multiple domains
- Remote Resource Monitoring
- Onboarding
- Patch Management can be un-reliable at times
- Easier UI
- Better integration with AntiVirus providers
Pretty good product for small/mid MSPs
- The integration with screenconnect is my favorite. Being able to console in directly to a machine within a matter of a few clicks is great. Performance is better than teamviewer, logmein, Bomgar, join.me and vnc.
- Integration with third party products, such as Webroot or Shadow Protect. It has made deployments much easier to manage.
- Support. The support team at LabTech has always been great. They are always able to locate a knowledge base article or assist with an issue relatively quickly and resolve it just as fast.
- Patching. This used to work well, but since the 10.0 version forward, it has been lacking. Too often we have systems that don't patch and servers that don't reboot and manual intervention is needed.
- Reporting. Could use a lot of work. Even with going to Devexpress, we aren't seeing what we want for larger businesses and have to rely on creating our own reports through other tools.
- Support for third party products. I find a lot that if it isn't integrated to LabTech, the reporting on it lacks. Currently my biggest pet peeve, is how LabTech reports other antivirus statuses. Works great if it is Vipre, ESET or Webroot, but if you are using Trend, Symantec or something else, you don't get accurate data about version status or if it is up to date. Sometimes, it doesn't report an antivirus installed, even though it clearly is.
LabTech - Good solid choice for the MSP
Labtech handles our needs well, including server and high-priority workstation monitoring and remediation of issues and errors.
While it's a little bit of a challenge to setup and implement, once you put the time in, it only increases its value the more you utilize and customize it.
- Handles alerting of critical and moderate issues
- Integrates with our PSA solution
- Allows for rapid remote access with an integrated implementation of ScreenConnect
- Initial implementation and setup is a bit of a bear. We have, over the years, completely re-done our installation 3 or 4 times.
- Allow a more feature-rich implementation of ScreenConnect to be run with LT so that if you want to give a client a session key, they can connect in that way as well as through the unattended client.
- Sometimes server down alerts, raid failure alerts are not sent. High potential for egg-on-face ...
Not well suited for an in-house IT that is already strained and who doesn't have time to read up and or be trained to understand LT.
Experience Using LabTech
- Monitoring critical server services
- Scheduled scripts and processes on servers and workstations
- Auto-remediation of many important IT tasks
- Alerting and reporting on health and other critical endpoint data
- Customer support is very knowledgeable/good
- Knowledge base is very good
- Response time on some tickets has lagged from time to time
- Sometimes initially, a reported issue may not be well-understood
- Windows patching support is sub-par
Automation at its finest
- Labtech is great for keeping your Microsoft machines up to date with patching. You can set and approve patches on for each of your customer's specific needs.
- The monitoring allows for full customization according to your needs.
- System automation saves your company time by automatically resolving issues without the need for human interaction.
- Virtual machine monitoring is not that robust and hard to configure.
- Alerting can sometimes be overwhelming.
- VNC can sometimes be troublesome to connect to machines.
LabTech, the last RMM You Will Ever Use
- Scalability.
- Reduces time that techs need to work on remote computers.
- Infinitely customizable.
- Auto fix actions to keep your techs focused on what really matters.
- Complex setup and configuration, you need a degree in LabTech to really be able to implement it without some help from Connectwise.
- The main control center and dashboard GUI looks like it came out of Windows 98 but the Computer Management and Patch Management screens look like Windows 10, it can be jarring going back and forth.
- You will have no clue what to do with all your free time once you have it set up.
Labtech Review for MSPs
- ScreenConnect works great. This tool in LabTech allows us to provide quick effective remote support to our clients.
- LabTech is very customizable and has some powerful scripting.
- There Is still a lot of noise created from the systems especially if you use Ignite.
- Server monitors are not reliable. We receive a lot of false positive alerts or no alerts at all sometimes. Kaseya monitoring was much better!
- The system has a lot you can do with it but for most busy MSPs that do not have time to have a full time LabTech admin it needs to be simplified to ensure the system is able to have basic functions working consistently for all managed systems. Currently many common tasks to set up best practices are not intuitive at all!
- The mobile app does not really work well at all. It locks up and is so slow to refresh data and is unusable.
- The web interface has improved a lot but still lacks a lot of the functionality that we had in Kaseya.
LabTech - An MSP's best automation tool
- The LabTech scripting engine is awesome. It allows us to automate repetitive tasks and significantly reduce our time of effort in solving tasks.
- Hardware information gathering and reporting. The basic Agent information portal in LabTech allows a very clear overview of the state of the hardware and also allows us to rapidly dig into a particular hardware or software area.
- The new UI for the LabTech Agent is good looking but not as intuitive as the previous one. It also takes some screen dragging to get to the view that you want. Would be nice if the main UI dashboard could be scaled to fit the data panels in the view instead of having to click/drag to get to the panel you want.
How LabTech has improved our day to day operations.
- LabTech lets us consistently monitor client systems for basic things like server up/down, low disk space and high CPU and memory usage. It also excels at automatically detecting and monitoring specific systems like e-mail and database servers. Because LabTech automatically applies the proper monitoring, onboarding new clients is very simple.
- We use LabTech for automation for repetitive tasks. For example, when a low disk alert is received, we run a script automatically to clear out temp and other unnecessary files that we've defined. A tech only needs to get involved if the script isn't able to automatically free up enough space. Automation like this greatly increases our efficiency.
- The ScreenConnect remote control is fantastic. Having the ability to instantly connect to a client system directly from LabTech makes our job a lot easier. Previously we had to depend on client specific remote access solutions which varied from client to client. Now we can connect to every client the same way.
- While LabTech does an excellent job at monitoring servers and workstations, it lacks in network device monitoring. We tried for a while to use the built in SNMP device monitoring effectively but eventually went with a different product which fit our needs. However, the nice thing about LabTech is that it is open with integrating with third party products and we are working on integrating the SNMP product
- Support can be slow to respond which is a minus. However, once you are able to get to someone, the techs are very nice and helpful.
- Scripting - LabTech's scripting engine is powerful and allows us to automatically remediate issues, and reduce work for routine tasks as well schedule tasks.
- Integrated GUI - The Control Center has a lot of information and it allows us to find issues without asking for remote control of client computers.
- Remediation - The tools provided give us multiple ways to deliver support which can be necessary at times.
- Better AV management integration. Currently we use ESET and Webroot and we often go to the web console of the software vs. the built in LabTech control panels.
- Some better placement of tools. Not all are very intuitive.
- License management of add-ons. Not easy to get a quick report.
LabTech is everything you need in a tool to support your Managed IT Services business
- Scripting and automation is very strong with LabTech - my first visit to the yearly conference someone told me that "LabTech can do anything" and over the years I've learned that is almost entirely true.
- Remote access. LabTech/ConnectWise purchased the company ScreenConnect over a year ago and integrated it fully into the LabTech product at no additional charge. ScreenConnect is truly the best remote access software I've ever used.
- LabTech is at the top of the industry and we see the benefits from that with the 3rd party integrations that come from being a big player in the market. Big and small companies have worked with LabTech to make custom plugins for their products - products like Intel vPro, Microsoft CloudConnect, Veeam Backup, and ConnectWise are among our favorite integrations.
- Product updates are historically an area where I would like to see improvement, though to be fair they are working hard on improving it. Major releases often are delayed for months with no real communication or explanation. They have recently promised monthly bug fix releases, and they have stuck to it which is appreciated.
- There is a module that integrates with Active Directory and imports contacts to be synced with service tickets. The AD module could use a lot of improvements - mainly being smarter and being able to detect removed/disabled contacts.
- Network monitoring with SNMP is something that's been promised an improvement but haven't seen any movement on in a long time. The current functionality is barely usable so we've added additional 3rd party products to our toolbox to fill that need.
LabTech, Managed or Not?
- Automation
- Customization
- Flexibility
- Managment
- Technical Support
- QA of new releases
- Communications with their customers