Avis clients sur ConnectWise Automate

It does a lot of things and helps us keep tabs on hundreds of clients. Remote access, patch management, remote diagnostics, integration with ConnectWise PSA and a host of other third party products.

Setup time can be cumbersome and some of the advanced features you really need to work with a lot in order to become a master at it.

Before Automate/Labtech 12 the best thing about this software was being able to see, at a glance, all the information you needed about a particular managed computer. They are moving back in this direction it appears. The scripting and monitoring systems are robust and allow you to do pretty much anything you can think of.

The GUI update that came with version 12 is not good. It uses a bunch of giant squares to present information and you have to drill into each one to find the specific info you are looking for rather than the at-a-glance experience I had before. Support leaves something to be desired. Just starting to chat with someone there can take 45+ minutes, then the person you are chatting with does not have the knowledge to fix the problem so you have to open a ticket anyway. Lots of time wasted there. Furthermore sometimes the inexperienced technician will offer suggestions to resolve the problem that have nothing to do with the problem which underlines the fact that they do not understand the problem.

Clients and Locations are organized in an easy-to-view tree, which allows easy access to a customer's inventory.

Several dataviews are available from a Client or Location to quickly gather information of an environment. For example, a list of 'scheduled tasks' configured on every system can be gathered from all systems to determine why a particular event occurs every Saturday at 4am.

Remote Control of a system can be envoked with standard tools such as VNC or RDP, as well as ConnectWise Control (formerly Screen Connect).

Reports of client environments are just a click away, whether a question regarding system health is of issue, or if all systems have the latest patches and Anti-Virus updated.

Software runs on a MySQL backend, but only on Windows. Keeping MySQL tuned properly for environment size can be chore, whereas DB Engines such as MSSQL are a bit more automated and forgiving. As you bring more agents into the system, it's a good idea to run performance metrics on the MySQL server to see if any adjustments are necessary to maintain best performance of the system.

Telephone Support for the MySQL backend tends to yield different answers from each representative you talk to, and in my experience it was best to use general MySQL tuning documents that are available from Oracle.

You can access it anywhere. If I am on vacation in Mexico and the office back in the states needs support, I just open up chrome and go to my custom made website that CW gave me and I am in. I can see everything about a persons computer by just scrolling side to side or double clicking. Their customer service is also 24/7 AND they assign you technicians to help with implementation along with connectwise university to ensure you are ready to use their product to the fullest extent!

Its sort of difficult to learn. They have the university that helps with that, but some of their classes are outdated and some just sprint through the lesson in the hopes that you might have caught a thing or two that they just taught you. Also, their scripting language is their own(proprietary) and you have to learn it. So if you already know Java, C++, Python, etc, it doesn't matter.

- Mostly intuitive GUI
- Packed with tons of functionality; Been using the product a little over 2 years now and still learning neat tricks/tools to use
- Great asset management
- Great at pushing remote commands
- ConnectWise University offers tons of training on their products

- Because it is so powerful, there is a lot of training that needs reviewed to become proficient in working and navigating
- Been experiencing an issue where I need to re-launch the control center because otherwise the agent tree will refresh forever
-

This software's scripting engine is hands down the best. I recently saw the new interface that is coming to align the product more with Connectwise's main product is really nice looking.

Many of the terms do not make sense (blacklist software, means you want to know if it gets installed, meanwhile blacklisted services mean you want to be alerted if it's not working). The old interface was dated but it had the functionality and details all in one place. The current version 11 interface is horrible. Getting support on the product is awful; slow response and frequently being told that whatever you ask about is out-of-scope.

Screens are configurable to fit business needs. Automation inside for regular processes is stellar. Well designed for MSP-style setups, with multiple networks/customers and multiple configs.

Database needs careful manicuring to make sure it doesn't get filled with garbage. Quoting tools need improvement. Built for IT people yes, built for sales people no.

ConnectWise Automate solutions is a remarkable ITSM Solution that has a strong and accurate agent that will make a complete inventory of all the IT assets of your organization. Strong scripts capabilities to automate tasks of maintenance and preventive support. Provides simple, fast, and powerful remote access capabilities.

For Junior IT Admins has a higher complexity to achieve proficiency to manage the tool. New versions are kind of unintuitive and sometimes difficult to figure out.

This software is robust. Management of assets within this software seems endless. Company locations can be organized as groups ("locations") and further broken down into subgroups. Hardware and software on each machine the agent is installed can be closely monitored. Alerts can be configured for just about anything, then delivered in a preferred method of logs or emails. Can also be integrated with Chocolatey to provide IT professionals with the ease of installing and updating software remotely. It can also be configured to handle Windows updates!

Slow to load. I recommend loading this software at the beginning of the day, because you never know when you have to immediately ScreenConnect to a machine and resolve an issue. There is also a huge learning curve. My company contracted someone to come out and train us and help us configure it.

I like that when it works, some of its features like remote connectivity, accessing cmd without controlling the user's screen, and scripts make my job easier.

Once every other week I have to uninstall and reinstall the control center app to get it to load on my screen. I can log in, it will hang on "Building Searches" and disappear. The only fix I've been able to find is uninstall and reinstall, and I have to do that at least twice a month. The rest happen often despite multiple uninstall and reinstalls: Locks up in the middle of a job. Crashes in the middle of a job. Sometimes hitting control does nothing and I have to reboot to get it to work. Scripts also will work when they feel like working. 75% of my time, I have to use the online version because the desktop version is just way too buggy.

Pushing out the remote agent is very simple and you have an executable for machines that are not connecting under group policy. Monitor your clients whole network from one location.

Every now and then you may come across an issue, calling into support you need to get past the level 1 tech and go right to the level 2 tech.

Intergration with so many services, multiple service boards, permissions and project management. BILLING and managing agreements? I've yet to find a replacement for the sheer amount of features Automate brings to our business. There is even a web interface that can be dispatched to users!

It can be a little fiddly when it comes to custom applications and processes - there are often changes that completely change the way the software looks and feels.

The product has a lot of potential and from a sales standpoint the have the features that you would want..

They provide you with no support and as a MSP you can not even talk to someone on the phone. Count on issues taking you days to weeks to get support to address. Third party vendors and products take twice as long.

What I like the most about this software is that I can remotely login and help my employees with any issues they are having on their computer from anywhere. This is extremely helpful because I look over 11 stores and I am not always at the location that needs help. I can just remote in and help them!

What I like the least about this product is that I have to have a two factor authentication key emailed to me every time I login to use this product. I understand that this is a necessary security measure, but it slows me down when I'm in a hurry. Other than that minor annoyance, I have not had any issues using this product.

Once setup and configured properly does a great job of monitoring devices and alerting of potential or real-time issues.

Tons of options that can be configured.

Very difficult to set up and tweak all of the settings to meet your needs. Sometimes common things that should be setup out of the box are not and need to be manually configured

Seamless PSA Integration, Scripting and automation. Pricing is moderate. Can provide customers with valued reporting and upgrade recommendations based on built-in reporting capabilities.

A lot of bells and whistles that I don't use. You have to pay for it as well. Uses MYSQL in the on premises implementation.

The automation that can be performed is amazing. This was deployed primarily on Windows machines. It does an incredible job at managing updates. The recent integration of Third Wall, though rough in the beginning, has made this the most powerful MSP software.

The desktop software can be sluggish. Rolling out Third Wall was very rough. After working out all of the kinks it's makes some fantastic improvements and adds some much needed solutions. Physical machines need a display connected. This can be annoying.

What I really like the is the granularity of alerts that can be set up for customers systems. Also being able to group similar systems together makes it easy once you do the initial setup.

Omce the software is great overall The main issue we had is the learning curve curve for employees.

Provides you the tools that you need in order to streamline your systems and automate a lot of your processes as a MSP

Overwhelming for new users, need to introduce them slowly to all the features that it includes

Feature set is large and allows a lot of system administration tasks to be done without needing to remotely control the computer.

Inferface can be clunky
Updates often break more things than they fix
Support can take days to resolve issues when the issue is a work stopage

It has SO MANY options and can do pretty much everything that you would need maintenance-wise. Powerful scripts, lots of dashboards. You can see everything that's going on with that device and avoid costly on-site visits. The automatic remediation is great once you get it set up.

It has SO MANY options (yes, I know I also listed it as a pro), therefore it's not very user-friendly and easy to lose yourself among the plethora of tabs and buttons and doo-dads. It HAS come a long way from when it was still LabTech, but still. User interface needs a facelift.

This program tells me everything I need to know about a client computer at a glance! Very easy to use and has a simple user interface!

Occasionally the software locks up and I need to close out of it and reopen to get it working properly again.