Pretty good product for small/mid MSPs
Anonymous | TrustRadius Reviewer
Updated September 08, 2017

Pretty good product for small/mid MSPs

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Automate, formerly LabTech

We are a managed services provider and use it as one of our RMM tools. We use it to administer patching, reports, integration with antivirus software, integration with backup software and remotely connect to workstations/servers. Our entire service desk and professional services team use LabTech. We do not use it for network monitoring, Office 365 management or AD integration.
  • 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, 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.
  • As far as actual dollar amount would go, I couldn't tell you. However, as an admin, there is a lot of automation that does occur and does work well for us, so I could say that we do get a lot out of the product. There are a lot of small, administrative tasks that LT performs on the backend, that saves a lot of time. We rely less on people and more on the tool to handle NOC related issues.
Before LabTech, we used Kaseya 6, which was terrible. Currently with LabTech, we use ConnectWise for our ticketing, PRTG and Auvik for network monitoring. We selected LabTech, because it met our price point and they are a local company, that we can easily work with to meet our clients needs. However, we may need to look towards other products, as we continue to gain more enterprise clients.
Overall, I think LabTech ( LT) has been able to do well in all areas, but I see it lacking the ability to manage large scale environments. The LT server itself starts having performance issues over 5,000 agents. Even though you can break out certain services, it needs to be able to scale much higher than that. Within the next 2-3 years, we will have double the amount of agents we currently have and right now we are at 6,500.

Using ConnectWise Automate, formerly LabTech

We are invested and won't be changing any time soon.