ConnectWise Automate

ConnectWise Automate
Formerly LabTech

About TrustRadius Scoring
Score 7.8 out of 100
ConnectWise Automate

Overview

Recent Reviews

Automate Attraction

8 out of 10
March 04, 2021
We currently utilize Automate for RMM as internal IT and have deployed it across the whole organization, it is key for our daily asset …
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Automate Me, Baby!

9 out of 10
January 02, 2020
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 …
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Great software for an MSP

9 out of 10
October 07, 2019
We use Automate every day to provide our customers with support. We use it to remote control, automate maintenance tasks, monitor our …
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Automate with flexibility

7 out of 10
October 04, 2019
Our organization uses ConnectWise Automate as a central point for end-user support and automation management. We leverage Automate as a …
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Reviewer Sentiment

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Positive ()
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Learn how we calculate reviewer sentiment

Awards

TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019
TrustRadius Award Top Rated 2018

Popular Features

View all 16 features

Administrator access control (26)

8.1
81%

Automated alerts and notifications (16)

8.1
81%

Multiple Server Monitoring (16)

7.9
79%

Remote monitoring (16)

7.6
76%

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of ConnectWise Automate, and make your voice heard!

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

Features Scorecard

Monitoring Tasks

7.8
78%

Management Tasks

7.6
76%

Reporting

7.8
78%

Security

6.8
68%

Product Details

What is ConnectWise Automate?

ConnectWise Automate, formerly LabTech, is an IT management tool that helps deliver IT services. The vendor says their remote monitoring and management (RMM) platform provides powerful automation to discover and manage devices, monitor for problems, and automate action. According to the vendor, this solution enables users to deliver streamlined reactive and proactive managed services, stop putting out fires, and start focusing on what matters most.

ConnectWise Automate Screenshots

Monitor: Find problems

ConnectWise Automate Video

ConnectWise Automate overview

ConnectWise Automate Integrations

ConnectWise Automate Competitors

  • Kaseya VSA
  • Autotask Endpoint Management
  • Continuum Managed IT Services
  • Solarwinds N·able

ConnectWise Automate Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows
Mobile ApplicationNo
Supported LanguagesAutomate's Control Center is in English, Agents are compatible with all Windows supported Languages

Comparisons

View all alternatives

Frequently Asked Questions

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.

What are ConnectWise Automate's top competitors?

Kaseya VSA are common alternatives for ConnectWise Automate.

What is ConnectWise Automate's best feature?

Reviewers rate Customizable reporting highest, with a score of 8.6.

Who uses ConnectWise Automate?

The most common users of ConnectWise Automate are from Small Businesses (1-50 employees) and the Information Technology & Services industry.

Reviews

(1-13 of 13)
Companies can't remove reviews or game the system. Here's why
Adam Friedli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
They are very responsive and also make sure our issues are addressed. There can be busier times during the day when it takes longer to get a response, but we always get the impression they can and want to make sure our concerns are dealt with. Having quality support when you need it is very valuable, and any MSP can relate to this as being paramount.
January 02, 2020

Automate Me, Baby!

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Asfer Bin Saleh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Support has largely increased since the acquisition of Automate. This is not to say that support is necessarily good, there are often times where it is difficult to get escalation support from ConnectWise on this product and very many times the engineers assigned to tickets have no idea how the product works. The hardest part of support and understandably so with a product like this is that every company is going to have their own customizations.
October 04, 2019

One piece of the puzzle

Garry Adams | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Support can often take a long time to resolve an issue depending on what the problem is. They are responsive though. My support experience typically tends to be with more advanced issues that have a longer resolution time by nature. We tend to solve more trivial problems internally and do not often need to reach out to support.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Support can be clunky and inconsistent. Fortunately, we don't have to contact support very often. I've heard all the horror stories online, but our experience doesn't match up that much. If it matters, we run Automate in house, not the hosted version.
David Wertz, CHSP | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
Far too many issues that take ages to get resolved. Even their chat support takes a long time to get in contact with someone. When you do chat with a support rep they generally can't help you and just escalate the ticket. At least everything you've chatted about is now in the ticket.
Steven Peterson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Due to the Long response windows, Tickets closed with check the Knowledge base or copies of articles i have seen and tried. We pay Labtech for their software and support. When we have an issue causing us trouble and would like help we do not get it, a response like go to the Knowledge base is a cold shoulder.
Jack Skinner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.