Skip to main content
TrustRadius
ConnectWise Automate

ConnectWise Automate
Formerly LabTech

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.

Read more
Recent Reviews

TrustRadius Insights

ConnectWise Automate is a powerful tool that is actively used by customers to support and monitor their networks and servers. With this …
Continue reading

Not For Small MSP

6 out of 10
October 06, 2022
Incentivized
We use ConnectWise Automate for both Microsoft and 3rd party software patching management for our customers. We also utilize its …
Continue reading

Automate Me, Baby!

9 out of 10
January 02, 2020
Incentivized
We use ConnectWise Automate as our RMM platform. We are happy with the product as a whole. We are using the on-premise version of the …
Continue reading
Read all reviews

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

View all 4 features
  • Remote monitoring (21)
    7.2
    72%
  • Policy-based automation (21)
    6.9
    69%
  • Patch Management (20)
    5.9
    59%
  • Network device monitoring (20)
    5.1
    51%
Return to navigation

Pricing

View all pricing

Agents

$1.00-$6.00

On Premise
per month/per agent

Implementation Fee

$700

On Premise

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://info.connectwise.com/automate/b…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Product Demos

ConnectWise Automate Demo

YouTube

Office365 For ConnectWise Automate - [Shell Console]

YouTube

Active Directory UC for ConnectWise Automate

YouTube

Office365 for ConnectWise Automate

YouTube
Return to navigation

Features

Monitoring Tasks

Various types of monitoring

6.1
Avg 7.3

Management Tasks

Various tasks required to keep systems running smoothly

6.3
Avg 7.2
Return to navigation

Product Details

What is ConnectWise Automate?

ConnectWise Automate enables users to proactively monitor, manage, and support client networks. Key features of ConnectWise Automate include:
  1. Discovery – Automatically deploy and detect the status of devices, creating accountability and access to all managed devices.
  2. Management – Providing access to each endpoint managed makes it easier to resolve issues fast and keep downtime to a minimum.
  3. Patching – Configures Windows patch management with out-of-the-box policies for Microsoft and third-party software.
  4. Automation – Automates repeatable tasks to decrease costs and also keeps techs happy by automating the tasks they hate doing.

ConnectWise Automate Screenshots

Screenshot of Monitor: Find problemsScreenshot of Screenshot of Screenshot of Screenshot of Screenshot of

ConnectWise Automate Video

ConnectWise Automate overview

ConnectWise Automate Integrations

ConnectWise Automate Competitors

ConnectWise Automate Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationNo
Supported LanguagesAutomate's Control Center is in English, Agents are compatible with all Windows supported Languages

Frequently Asked Questions

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.

Kaseya VSA, Datto RMM, and N-able N-sight RMM are common alternatives for ConnectWise Automate.

Reviewers rate Remote monitoring highest, with a score of 7.2.

The most common users of ConnectWise Automate are from Small Businesses (1-50 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(205)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I am the RMM Manager for ConnectWise Automate. We use ConnectWise Automate for: Patch Management, Process Automation, Software Version Control, Monitoring, Remote Remediation, PC inventory/specification checks, Warranty Management, and Security Features.

Every computer that we manage gets ConnectWise Automate installed on it, and it handles installing the rest of our tools stack and gets those machines assigned to the proper client with the proper settings for that client
  • Alerting / Monitoring
  • Process Automation
  • Software Version Control
  • Selective Targeting of Automations
  • Patch Management - kind of clunky, but works well
  • Reporting
  • Endpoint user management
I use Connectwise Automate for most of my normal Job functions. We use ESET endpoint protection, and ConnectWise Automate handles the version updates for us. When a new version comes out, I just have to modify my custom settings to include the current version number, and it updates the entire fleet of machines. Additionally, I have used ConnectWise Automate for: Setting up Security evaluations, Setting unique local administrator accounts for 2,000 machines, removing unwanted software from all machines in the fleet, and others.

Patch Management works well, but the interface and deployment are clunky and have a steep learning curve. Once mastered, it handles patching very well, but navigation is not the easiest. Further, it comes with some decent canned reports, but generating custom reports is not well documented and very difficult. It used to be done using Crystal reports, and if you knew the database, you could generate very nice reports, but it has since moved to a custom report builder, and the nesting/grouping does not work well
  • Scripting / Automation
  • Monitoring / Alerting
  • Automatic Remediation
  • Software Version Control
  • Security Features
Monitoring Tasks (2)
85%
8.5
Remote monitoring
100%
10.0
Network device monitoring
70%
7.0
Management Tasks (2)
70%
7.0
Patch Management
50%
5.0
Policy-based automation
90%
9.0
Application Performance Management
N/A
N/A
Remote Access
N/A
N/A
  • Positive - ConnectWise Automate allows us to provide eyes on critical machines 24x7, allowing us to sell ourselves as a 24x7 shop
  • Automatic deployment of software allows for fast response to Client requests, earning us high marks every month/quarter in customer service from our clients and generating good references/word of mouth advertising
  • The ability to deploy vulnerability scans at the click of a button allows us to sell additional security services and generate good data on vulnerabilities that can be repaired
I have evaluated NinjaRMM, but it was after I was already familiar with ConnectWise Automate. While it seems like a good product, I found that ConnectWise Automate was more flexible in allowing me to make custom configurations to meet various business needs across different clients.

I have also evaluated Addigy. While I think Addigy does a better job of managing apple devices, it is clunkier, and customization is harder in Addigy than in ConnectWise Automate.
Our Sales team uses ConnectWise Automate for some of the canned reporting
Our Engineers and Service Desk use ConnectWise Automate for Computer Management, Computer Access, and detailed information
Our Development development team uses ConnectWise Automate for the Deployment of software, Monitoring, Alerting, and Process Automation.

All of our users have access to ConnectWise Automate and use most of the functions it has to offer
1
Supporting ConnectWise Automate on an ongoing basis requires at least a basic understanding of SQL Databases (built on MySQL, not MSSQL), and an understanding of command line/Powershell is extremely helpful. Additionally, being able to assess the business needs of both internal and external clients will help with the proper development of custom settings.

The wider the knowledge of IT roles, the more you will be able to use Automate to make processes easier to ConnectWise Automate and Manage (E.G., a solid understanding of Active Directory will allow you to use ConnectWise Automate to manage Client Active Directory environments, a solid understanding of Office 365, especially Powershell access, will allow you use ConnectWise Automate to manage Office 365 environments)
  • Process Automation
  • Monitoring / Alerting
  • Software Deployment
  • Patch Management
  • We were able to configure ConnectWise Automate to deploy tools for a third-party security vendor to run penetration tests with a few clicks of the mouse via ConnectWise Automate. That vendor could then generate reports for actionable items that we can then remediate for HIPAA or NIST compliance, allowing us to be a one-stop shop for compliancy
  • We were able to develop a Powershell script that sets a unique complex local admin account for all the machines we manage and store it in easily accessible tools that can be used for easy local admin access
  • We were able to use ConnectWise Automate to pull all user e-mail addresses from Office 365 and insert them into Active directory if they did not already exist, and then run a sync tool between active directory and our CRM (ConnectWise Manage) that creates or updates contacts for each user in Active Directory (which now has valid E-mail addresses)
  • We are currently investigating a way to ConnectWise Automate responses to security incidents (E.G., registry key removal for malicious software) based on reports from Huntress
  • We are looking at using ConnectWise Automate for more direct Active Directory management so that changes can be made without needing to log into client servers for those changes
The primary reason for this rating is that ConnectWise Automate is currently so integral to our operations that moving away would involve more man hours than we would realistically have to invest.

However, ConnectWise Automate is also completely capable of meeting all of our business needs and customizable to the point where if something is not meeting those needs out of the box, it can be modified to do what we want. From only installing software on machines if a different software package exists, to push a new version of that software is available, to check if credentials for user/machine have been updated to our new standards and then updating them if they have not, ConnectWise Automate is capable of doing everything we ask of it.
No
  • Product Features
  • Product Usability
  • Product Reputation
The single most important factor in the decision to use ConnectWise Automate was that it delivered a good set of features out of the box. In addition, it was completely customizable, and we were able to expand the already impressive feature set to do anything that we would be able to do if we were sitting from of the machines we manage.
If I were evaluating again, I would look for longer trials and possibly see if the vendors were able to provide any legitimate test environments that could be used as a sandbox of changes/configurations of their products. The demos we had were relatively short, and we were not able to get into full customization of those products.
  • Don't know
ConnectWise Automate was already implemented at all organizations I have used it at when I started at those MSPs. At my current MSP, we used professional services for a period after I took over management of it, and they assisted with changes that I saw needed to be made. While not specifically implemented, those services were well organized and well scheduled, and all things we discussed were tracked and recorded, allowing for good change management/tracking.
  • Online Training
I went through all the free training materials in the Connectwise Unversity, which gives a solid understanding of the product. I also did the paid certifications offered by Connectwise and am now able to fully support and customize our ConnectWise Automate instance. The materials are accessible and easy to understand, and there are different suggested courses depending on the users' role.
At first glance, customizations in ConnectWise Automate seem daunting. But with a little training and a little practice, it is very easy to customize. Even though the back end is built on an SQL database, you do not need to be an SQL expert to get ConnectWise Automate to do what you need it to do. Through adding custom fields at multiple different levels, it is easy to limit your grouping, scripting, and automation to exactly which machines you want it to hit.
When designing custom Data fields (EDFs), make sure you give them easily understandable names and descriptions that tell what they are for. Also, take full advantage of Grouping/autojoin searches, as this will allow for very specific targeting for your automation, scripts, and monitors.

I also strongly recommend setting up an internal "testing" group when making custom scripts, monitors, and automation to that you can ensure there are no unexpected results when rolling these out to clients
Some - we have done small customizations to the interface
User interface customizations are fairly limited. Most of the customizations are more in functions and activities.

The customization is easy to perform, and each user can set their own custom tiles on the computer management screen, allowing each user to see the tiles that they are most likely to use. This is in addition to two static interfaces that have all the information available.
Yes - we have added extensive custom code
There was a significant learning curve for the scripting Syntax for customizations, but once over that, general windows knowledge was enough to get customizations in place. There are a lot of built-in things the scripts can do, and if there is not a built-in Automate command, the script feature can be used for running powershell/command line scripts, and those can be executed in the logged-in user context, as the system account, or as an admin account.
Most of the customization I have done has been building custom groups, which I then use to target custom scripts and/or monitors. Through the use of EDFs, I can have those groups include things like "any machine at that is in that does not have installed" or "Any machine that is a server, but does not have the Role of a Domain Controller."

Additional fields can be created to allow for targeting things outside of the standard database.
Support for the default configurations is excellent. I have never reached out to support on an issue of the default feature set that I was not able to get an accurate answer for.

It is not higher because they will not support more advanced custom configurations (like scripting or reporting) without an additional charge. I have found that going through the Certifications, I do not have much need for assistance with the unsupported items, and when I do, the questions I have can be phrased in a way that is supported because it is not a "How do I..." but a "this command in my script is not working as intended" type of question.
We had premium support services for ~2 years while ConnectWise Automate was being managed by our previous RMM admin. Once I came on board and completed the ConnectWise Automate certifications, we continued service for another 6 months for a few questions about how things were set up prior, but then those services were no longer needed, and we discontinued them, and I was able to fully support the product.
No
I was having an issue with getting a command in a script to run with the proper administrator rights. Support was able to help me verify that the command would run from ConnectWise Automate on the machine using the built-in command line feature, and once that was verified, how to convert that command that was run into a working line in my script. I had been working on this for days, and when I contacted support, since it was a custom script issue, I was not expecting a true answer, but the agent was able to quickly understand what I was trying to accomplish and provide a solution to find the source of the problem and eliminate it.
Basic use of the product is fairly easy. Information about the machines you manage can be found in customizable dashboards, which can be unique for each user, and, therefore, properly suited to the users' needs/job function.

This is not a 10 because some of the interfaces are very clunky (Patch Management), and some features are not intuitive and not well documented (reporting). Scripting and Patch Management have a fairly steep learning curve (For structure in patch management and syntax in scripting), but once learned, they work well.
  • Getting information about managed computers
  • Credential storage
  • Agent Configuration
  • Monitoring / Alerting
  • CANNED reporting
  • Patch Management
  • Custom Reporting
No
Karl Fulljames | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Labtech to care for all of the endpoints under our management. Our techs love it!
  • We switched over from Kaseya and immediately found that the scripting engine was far more powerful! We have many architecture, engineering and construction clients that require quite a few applications. We weren't able to script most of them with Kaseya, however we are now able to with Labtech (our biggest scripted application is 50gb in size).
  • Labtech monitors everything! I found it far easier to have everything monitored and quiet it down than it is to keep adding in the individual monitors. We used to always miss something, now it's built in for us
  • Compared to Kaseya, support at Labtech is VERY good. With Kaseya, I'd only get a call back if the server was hard down. Now I have chat support and someone gets back to me the same day every time.
  • Labtech's UI was obviously built by a developer :-) I've seen some of the mock ups of what the product will look like in the future and it's a huge improvement!
MSP's are well suited for Labtech software
  • Implementing Labtech is a process that takes time. We've had to rescript everything while implementing it, but this allowed us to learn Labtech inside and out and really improve upon the scripts we had previously made in Kaseya.
Because the monitoring was so weak in Kaseya, we were using Kaseya NOC services so that they would keep all the monitors up to date. That was a spectacular failure and they still missed things left, right and centre. We switched to Labtech and saved the costs of a third party platform and it monitors everything we need to!
ConnectWise, Bright Gauge
  • Monitoring - once you understand it, it's very powerful
  • Integration with Connectwise
  • Finding things in the UI can be a challenge
No
Once the UI is updated in the upcoming versions, the score will improve. Currently, things are laid out weirdly and the UI looks like it was made in a couple decades ago
The new computer screen is still quite slow. It is better than it used to be, but it's not where it needs to be.
Jack Skinner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
LabTech is used across our entire organization for both MSP and non-MSP clients. It assists with the management and tracking of the PC assets across all clients, gives our Team the tools and information that they need to support the endpoints, and the automation needed for deployment and support of a large number of endpoints with fewer resources.
  • Automation
  • Customization
  • Flexibility
  • Managment
  • Technical Support
  • QA of new releases
  • Communications with their customers
LabTech is a great product, but has great room for improvement and has gradually improved over the past year or so. It lacks some maturity in the product, but excels in features and flexibility. The lack of maturity can usually be over come with some customization due to its flexibility, but it requires additional man hours spent on the product. At times, the support of the test technology is also an issue, but again can usually be over come by additional customization.
  • Fewer human resources needed
  • Occasional additional man hours needed for customization.
  • Product grows as we do
ConnectWise, QuoteWerks
8
Account Managers, In House IT, Engineers, Service Desk, and Help Desk
1
An Engineer is needed to support LabTech as you need scripting skills and knowledge of all aspects of servers, software, and networks to properly implement this solution and use it to its fullest capabilities.
  • Automation
  • Inventory
  • Day to Day Support
  • Watching for Malware/Randsomware
  • Automate work and billing for Break/Fix clients
  • Deployment of Solutions
  • More Automation and Resolution
  • Migration Automation
  • Better Reporting and Strategy Insight
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"
No
  • Price
  • Product Features
  • Product Usability
I did a very in-depth review and feel that we made the right choice. There has been bumps as there always is with everything. Nothing is perfect and when people tell you that it is, they are not being transparent and you need to look that much harder at something.
  • Implemented in-house
No
Change management was minimal
LabTech keeps a good history and audit of what it does and what the techs so. We have very seldom had any issues with tacking anything. The security roles are granular and customizable, but the lack of tiered approvals could be an issue. We utilize a ticket system to track the approval for the tasks executed.
  • Understanding the inner workings of it
  • How somethings related to others
  • How other things would be effected by a change
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.
  • Online training
  • Self-taught
The Online training has been re-done and needs a lot more work. When you look at training in different roles, it shows a lot of the same topics but no explanation to what is different about them. Several times that topics are the exact same, but they make you re-take the same information for a different topic, instead of marking that you have already completed that portion of training.
Once you understand the product, you can figure most things out yourselves. But there are a few hidden things that you won't ever figure out without someone explaining it to you
No
To me, the additional things that you get from Premium Support are not justified by the cost. Also, I fully disagree with having to pay to "be supported" when you are already supposed to be receiving a certain level of support.
I have worked with Support for many years on the product. At the time of writing this review, it takes almost 5 business days just for a support ticket to be assigned to a Tier 1 support agent. Then workflow seems to be that the Tier 1 Support requests logs and support files that are no longer relevant to the situation as a long enough history isn't kept and the files are too large to send via their normal methods. Then once you do get them the information, they start going through a level 1 check list and you go round and round on that. Once you are through the checklist, then start going back and forth with a higher tier support with other things that they should check. Once you are done there, then it gets escalated and things start to happen as they should of when you first submitted the ticket over a week ago.

All of that said, they are starting and trying hard to improve on support and I have seen a slow change. Most of these issues are due to a transistion of Support and hopefully will be resolved in the very near future.
Yes
Yes and No. It depends on how it was submitted and where they are at in releases. This also ties into some of the support issues that we have had.
Yes, there are certain people there that know the product inside and out and are high enough to make anything happen. When something is really difficult or things have gone sideways enough, they always seem to get involved.
  • Remote Assistance
  • Reviewing an Agents Status
  • Executing an action
  • Viewing some Delete repeated word
  • Customization
  • Setting up a new client with all of the correct settings and information
Yes
Not user friendly and useful.
Needs to support the latest technologies in a timely manner they go to market for general release
Yes
Upgrades usually always go smoothly and there is very little down time. Unexpected impacts can happen if you don't research the changes and pre-requisites for an upgrade. Research, research and do more research.
  • Dashboard view is nice
  • Better Patch Management
  • Cleaner Look
  • Improved Speed
  • Improved UI
  • Easier access to Data
No
No
Return to navigation