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ConnectWise RMM

ConnectWise RMM

Overview

What is ConnectWise RMM?

ConnectWise RMM is built upon the Asio platform and combines out-of-the-box automation coupled with robust automation that IT solution providers can use to deliver customized services to their customers. ConnectWise RMM aggregates both software and human elements, covers the spectrum of do-it-yourself…

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Recent Reviews

TrustRadius Insights

ConnectWise RMM is widely used by organizations to effectively manage and monitor a large number of computers. With its ability to install …
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insightful

10 out of 10
April 15, 2022
Incentivized
We use ConnectWise to monitor our clients throughout the City. The product allows us to work remotely in a quick and precise manner. The …
Continue reading
Read all reviews
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Pricing

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What is ConnectWise RMM?

ConnectWise RMM is built upon the Asio platform and combines out-of-the-box automation coupled with robust automation that IT solution providers can use to deliver customized services to their customers. ConnectWise RMM aggregates both software and human elements, covers the spectrum of do-it…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.connectwise.com/platform/re…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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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.

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GoTo Resolve is an all-in-one IT management and support software built for today's small-to-medium-sized businesses. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one place. It combines remote…

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Product Details

What is ConnectWise RMM?

ConnectWise RMM is built upon the Asio platform and combines out-of-the-box automation coupled with robust automation that IT solution providers can use to deliver customized services to their customers. ConnectWise RMM aggregates both software and human elements, covers the spectrum of do-it-yourself (DIY) and do-it-for-you (DFY) delivery options, and integrates an intelligent automation engine. It’s a solution that reinvents how IT solution providers adopt, interact with and manage their RMM. Key product highlights include:

  • A single interface that allows partners to manage their tech stack with ease
  • A simple onboarding and adoption process that enables partners to adopt solutions more quickly and experience ROI sooner
  • Automation and deep customization in one solution
  • The ability to fill talent gaps and offload repetitive tasks to ConnectWise's expert services team
  • Leveraging automation to reduce risk and improve operational efficiency

ConnectWise RMM Features

  • Supported: Scripting
  • Supported: Policy-based automation
  • Supported: Custom desktop alerting
  • Supported: Proactive patch management

ConnectWise RMM Video

ConnectWise RMM Integrations

ConnectWise RMM Competitors

ConnectWise RMM Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

N-able N-sight RMM and Datto RMM are common alternatives for ConnectWise RMM.

Reviewers rate IT Service Provider Project Management highest, with a score of 10.

The most common users of ConnectWise RMM are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(24)

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 RMM is widely used by organizations to effectively manage and monitor a large number of computers. With its ability to install updates and ensure the proper functioning of critical servers and workstations, ConnectWise RMM has become an invaluable tool for IT teams. Users praise the software's automation process, which enables them to quickly address and resolve issues on their computers. By creating support tickets, clients can easily communicate their problems, allowing IT professionals to provide timely assistance and solutions.

One of the standout features of ConnectWise RMM is its capability to identify suspicious computer behavior that may indicate malware or virus attacks. This proactive approach helps organizations mitigate security risks and protect their systems from potential threats. On a daily basis, ConnectWise Command is accessed to provide support to clients, and any issues that arise can be promptly resolved by contacting NOC support or Product support through chat or phone.

With its remote assistance and monitoring capabilities, ConnectWise RMM allows organizations to efficiently manage clients' devices. The product simplifies system management, remote support, and overall device management for a majority of clients. Additionally, ConnectWise RMM seamlessly integrates with ticketing systems, enabling quick and precise remote work while maintaining a streamlined workflow. Whether it's monitoring clients throughout a city or providing remote assistance for geographically dispersed teams, ConnectWise RMM has proven to be a reliable solution for efficient device management and support.

Useful server monitoring and notification feature: Many users have found the server monitoring and notification feature to be particularly useful in identifying strange behavior on the network or specific computers. It has helped them resolve issues in a timely manner.

Robust reporting capabilities: Several reviewers appreciate the robust reporting capabilities of the software, including hardware and installed software reports. This feature provides valuable insights into client devices and helps in managing inventory efficiently.

Excellent NOC support option: According to multiple users, the NOC support option is excellent and has been able to resolve 99% of server-related issues. This proactive approach to issue resolution ensures smooth operations for customers.

Difficult Customization: Some users have found it challenging and confusing to customize the software according to their specific needs, leading to frustration and difficulties in adapting the system to their workflows.

Lack of Clarity in Account Management: Several reviewers have expressed concerns about a lack of clarity regarding their account management team since ConnectWise took over. This has resulted in confusion and uncertainty when trying to address account-related issues or receive necessary support.

Reliability Issues and Updates: Many users have reported reliability issues with the software due to its transitional state between older and newer systems. The older system is slower, while the new system has experienced reliability issues requiring frequent updates. These inconsistencies have impacted user experience and productivity negatively.

Attribute Ratings

Reviews

(1-7 of 7)
Companies can't remove reviews or game the system. Here's why
John Besedic | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I have been using ConnectWise RMM to manage over 100 computers to make sure that latest updates are installed and that the critical servers and workstation are up and running 100% of the time. My clients can create tickets for support and the automation process is very efficient for us to quickly jump on the computer to fix whatever is needed. It is also very good at identifying computer that are acting suspiciously like they are being attacked by malware of viruses.
  • Automation of actions that we as IT consultant have to routinely implement.
  • Great ticketing system.
  • A very good proactive instead of reactive tool for my industry.
  • Notifying of strange behavior on the network or on a specific computer.
  • Cost is always an issue for a small IT company like mine.
  • Some automation processes are not included in this software pack which then leads us to purchase my services from ConnectWise RMM
  • Risk analysis reports would be a great tool to have even though it has some capabilities the customization is difficult and confusing
ConnectWise RMM is well suited for my small IT business to keep track of my many clients that a company like mine with less than 5 employees to monitor in one interface. It is very easy to implement, monitor and setup alerts. The monitor of patching is one of the main reasons we went with ConnectWise RMM. We use their ScreenConnect software as wells.
October 06, 2022

Feature-Rich RMM Suite

Score 7 out of 10
Vetted Review
Verified User
Incentivized
ConnectWise RMM allows our organization to provide remote assistance, monitoring, information gathering and other processes for our clients that wish for us to manage their devices. It allows for a much easier time managing these systems, providing remote support, and generally managing them. We use them for a majority of our clients, and it allows us to more easily (at a glance) review their systems.
  • Provides lightweight, easy to install software agent to deploy to client devices
  • Robust reporting, including hardware & installed software reports
  • Provides generally stable service for remote access to client devices
  • The agent service used for RMM access is known to fail, and needs to be restarted on occasion
  • Ongoing UI changes for 2 years, causing confusion where certain features are now located or how they work
  • Needs more documentation
It is well suited for environments with a large number of users (think MSPs) that need remote access, and quickly getting to a client site is either not an option, or will greatly increase delays in support. It also works well to monitor client devices and make decisions based on the robust reporting offered (hardware, installed OS version, OS Patching, etc.). It is not very well suited for small environments or single businesses due to cost, and management required.
April 15, 2022

insightful

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ConnectWise to monitor our clients throughout the City. The product allows us to work remotely in a quick and precise manner. The remote capacity of the product allows us to remote in on our clients and the alerting technology works in unison with our ticketing system.
  • Intuitive Scripting
  • Dynamic Device grouping
  • Intelligent monitoring
  • Reporting & Data insights
  • It runs heavy on the resources of the computer.
  • Sometimes the Updates are a little behind.
  • The message tab open up in the background.
The process tab is extremely useful in shutting down programs on a computer instead of having to navigate thru the computer itself. This feature has helped in clearing out issues of the computer and led to a faster resolution of the problem. The process tab also displayed the memory which helped in diagnosing other problems.
Score 4 out of 10
Vetted Review
ResellerIncentivized
We use the ConnectWise Command daily to support our clients. Mostly there are not any issues using the product. However, when there is an issue, NOC support or Product support is able to take over the issue and resolve it as long as you open a chat or call them. If you email support this issue will linger in the ticketing system.
  • Notify via email issues with desktops and servers
  • NOC support - Fix and Reboot option - NOC is able to resolve 99% of server related issues
  • We lost some functionality with LogMeIn after moving to Command - starting services, adding users in the background on PCs
  • Setting up MAC users is not easy
  • resolving existing tickets in the portal - understanding the ConnectWise notes
  • Account Management - Since ConnectWise took over, we have no idea who our account management team is.
  • Patch Management needs more improvement
For a single pane of glass, access to all of our clients is easy and well suited for our environment and any MSP. Getting reports from the system is an all-or-nothing approach. Removing the extra customer data is cumbersome at best.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • Grouping/Reporting: static organization as well as dynamically and quickly getting inventory and other machine-based information
  • Out-sourced teams do a good job of handling small things without much input as long as you are clear and concise.
  • Patching is likely the best thing about their platform. Windows patch testing is actually performed in house and they make recommendations for you. Allowing you to push through patches if you know someone needs something. But this is a major task that very few if anyone else does.
  • The merger with ConnectWise has caused a lot of what was good about the partnership to fall off. As such, the outlook is grim as it seems it will be a long road to get the tools, and people fully aligned and integrated.
  • Developmentally the tool is very in-between in places. A much older slower system is on the way out and the new stuff is great. But it's often not as reliable and there is still a lot that needs updating.
  • Organization/layout in general is confusing and suffers greatly as a result of the slow transition to the newer/improved system. It's easy for new users to get lost/not know how or where to look for the best information/task execution.
Before the merger, I'd have likely rated them a 9. But I think it's smart to be pessimistic about the tool at the moment. Not that the end result won't be great, but I believe people would be better off on a more stable tool if they have to pick/change right this minute. Once ConnectWise has had Continuum Command for a few years and all the dust has settled, this product will likely shoot back up in recommendations.
Dale Bradford | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Server monitoring and notification
  • Desktop Patch management
  • Network operation center (NOC) support for projects and issue resolution
  • Internal Help Desk options
  • Patch testing
  • Desktop Project management
  • Partner Communications
One area that Continuum RMM is well suited in would be the notification aspect. They do well with notifying us of issues with our servers. They monitor up/down status, hardware issues, and even DHCP conflict issues. One area that needs work is the test and blacklist windows patches. We have had a couple of instances where they released a Microsoft patch and multiple endpoints we manage were affected, which took quite a bit of time for us to resolve.
Rob Rotundo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Great customer support.
  • Great at windows updates.
  • Great for setting up new clients.
  • Better reporting.
  • Patching can still use some help.
Continuum RMM is well suited for medium to large MSPs. It would also work well for smaller MSPs but cost becomes prohibitive. It allows a smaller staff to manage a larger volume of clients and machines. This is where the cost becomes effective. A single or double staffed company probably would not benefit from this program, or be able to afford it.
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