By far the best RMM in the network of RMM
Overall, we have been happy with connectwise automate. After coming from Teamviewer, Connectwise is a very robust system that can do way more than we even have the knowledge or time to make happen. Very happy with the software itself.
The best part about Connectwise Automate is the amount of power that it has. We are able to deploy auto run scrips on our very critical infrastructure. The systems are always monitored for down time and automate sends out an alert any time there is an issue. The control console is easy to use and even non-technical users are able to remote into our customer's systems to see what they need. Scripting is robust to say the least.
Ticketing is a challenge in this platform. It is included, but isn't a very customer friendly interface to work in. Tech support is a challenge to contact and they don't consider much an emergency for support purposes. Being cloud managed, we find that it is slow for time to time and requires a bit more patients than we would prefer. The management console is not Mac OS supported, so using this in an Apple environment can be challenging. You are limited to the web version and it's functions are limited.
We are using Connectwise Automate for taking care of customers on a managed service contract.
There are many, many features in Connectwise Automate that will help you help your customers with their computer needs.
Although the software is very feature rich, it seems very cumbersome and not easy to use from day one. In almost every step, we have had to take classes to figure out how to do things.
CW only tool you need
We use this tool in our everyday work day and it helps us get organized for the day and throughout the day.
The format of the software and also how it keeps you updated to current events going on. The layout of the product is great and easy to understand.
Some of the reporting is off but mostly it pretty accurate. Also noticed when a user is inside a ticket and they change it the notes disappear.
Should be call "Connectwise Autodraft"
The business is a con. They tell you they have a "guarantee" which they make impossible to obtain. will continue to bill you regardless fo whether the product works or not.
The software has its pros (connectwise screenconnect is the only good thing). The automation will automatically restart services or auto-approve and apply windows update on a schedule. When it isn't crashing or causing servers to crash that is.
It CONSTANTLY crashes. It will cause servers to crash. Only some automation features work. No support is ever avaaible to resolve issues. The ones that do respond don't know their own product.
Extremely Powerful MSP Software
Automate is feature rich and I find it very easy to use. There's just so much that you can do to improve workflows and "automate" tasks. I highly recommend this for mature MSPs.
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.
Connectwise Automate is a critical part of my business that I use. I could not work without it and I really enjoy working with this tool!
I really like the features that Connectwise Automate offers. The ability to remotely patch servers and endpoint devices is excellent.
The only issue we have with this software is the customer support and occasional instability of the software.
Manage multiple environments with ease
Companies I have been working for have been leveraging this application for machine management for years.
This software provides multiple connectivity options.
It can show a lot of information (see least favorite list below)
Easy integration with Connectwise Control and Manage
Lots of option for Scripting and API connectivity to outside applications
The interface was changed to a much less intuitive environment about a year ago. I use it and have started to get used to it somewhat, but it still is not what I would call good.
There's problems if you don't run the Control Center as an Admin, but it doesn't want to run as admin by default
The uninstaller for the client can sometimes not uninstall.
Automate ( formerly Labtech) is a great RMM tool for MSP customers.
The ease of setup and installation for customers is substantial when considering this tool for MSP. New customers can be setup with ease, configured and once agents are installed Automate can significantly reduce information gathering for system resources, and discovery of behind the scenes issues. Scripting and Automating are easy to do with the built in examples and wizards, which makes customizing alerts and monitors a breeze.
The monitoring will come with lots of defaults right out of the box, so there will be a lot of "noise" to sort through and remove/adjust after initial installation.
Must have for MSP
Have been using it for years, love it.. Price is a bit steep for someone just starting out, but otherwise it offers alot of function, and ease of use once everything is setup and you know how to use it.
For a small to midsized MSP, connectwise makes a few must-have's.
Connectwise Automate makes it easy to monitor, and perform tasks on remote systems, as well as offers a decent out of the box ticketing system, with end user ease.
Many Many options, Which is good, but a pain to setup and have working how you want it.
Should have more out of box preset configs to get up and running quicker.
I utilize this software daily to perform my job duties, managing all aspects of over 6,000 endpoints
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.
RMM to the stars
We used this tool when it was LabTech - and even in those days there was no comparing this to any other RMM platform. For years it had the edge in so many ways. To those willing to learn it this tool was capable of being the entirety of your platform for doing business!
The feature set has been astounding from day one.
With the big rebrand and integration with ConnectWise Manage the duo are now all that much better, complementing each others previous, non-focused features.
Truly forward progress was the main issue. During the time we actively used LabTech/Automate was during the transition years of the name and aesthetic. Things are definitely driving into the right, unified direction for all of their tools and that is exciting to see!
Learning the tool, like most ConnectWise products, can be daunting but there are lots of resources to pull from and well worth the investment.
Again, I suspect due to the years of bringing the tools together, Automate seemed to somewhat stall/lag on added features for awhile. They certainly had the most initially so it wasn't a drastic fall-behind, but new tools were taking the slow moving to catch up and the market is certainly competitive again.
Automate - IT automation software for IT Service Providers
I work for an MSP, and we have the luxury of having a full time guy that is our Automate administrator. He's amazing, and has made this software do some really incredible stuff for us. It had good functionality out of the box, but we've been adding scripts and automation to it for 5 years at this point. The sky is the limit on what you can do, but you will need to invest the time and energy into doing it.
We love Automate. We use it to 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.
It may not do quite as much as you want right out of the box, and it will take some work to set it up. You'll need someone on your team willing to invest the time and energy into making this software do everything you want.
Great Software with a great learning curve
I've been using it for 2 years now. Overall I'm impressed with the software. "Screenconnect" software is brilliant, fast and reliable connections to your managed agents.
Pricing is competitive for what it delivers however it is expensive. Make sure you NEED all of it's features before investing otherwise your potentially just burning money you don't need too.
However the learning curve required to get the best from this software is vast, documentation is sparse. The documentation that does exist is out of date. For example the knowledge base article regarding configuring the agent to utilise a proxy server doesn't seem to match up with the latest version. You're left either fending for your self on the forums or waiting in line for a chat with their tech support, which to be fair once you get there is very good.
Looking elsewhere simply because of two price rises in 2016 with more likely in 2017.
Screenconnect - A real asset to the platform.
Tunnel options - Can tunnel into your customer network using the agent.
Powerful Automation and patch management
Out of date knowledge base / manuals.
Connectwise Automate, formerly Labtech, works well for the most part.
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.
ConnectWise Automate, a great software
Labtech, as it was previously known, is currently operating in our offices and infrastructures, operating correctly and providing an optimal service, over time we have applied favorable configurations such as the reproduction of events associated with ConnectWise Manage.
Its monitoring offers us remarkable performance by tracking any device that is in the network, from the installed applications to the events presented by an error in the system. Its powerful command system manages to facilitate the deployment of any patch you wish to perform.
It has a large interface composed of various options that enhance its use, it works well enough to carry a monitoring on your devices, you will have detailed information of each action that this takes, you can even display any action by means of commands.
CW Automate is a fairly complete software, but with a support team that leaves a lot to be desired for certain problems, the resolution of problems is not very complete.
The BEST tool for an IT Army of One
Its a love/hate relationship, but mostly love. I fought to have this at my company and I can not do my job without it.
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.
Fantastic system for remote management, scripting and much more
Used Kaseya before switching and love the overall layout, features and in-depth information you can retrieve very easily. Wish I could set a few things with some customization, which might be possible by working with connectwise engineers but that would be above my paygrade.
Set up monitoring alerts, script automated processes, control end user and servers remotely with a couple clicks. Ad-hoc sessions allow admin access remotely, even if the user does not have rights. Fantastic experience overall and only have minor pieces I wish I could see
Wish there was some more customization is some of the views. Would like to see some more basic information on the main screens, as opposed to having to dive into the properties to find. Seems that it can get a bit slow and unresponsive with certain actions. Not sure if this is our server or the software though.
The best tool I've used in desktop support.
With this software we are able to not only sort users by client, but also location. The network scans and ability to distribute software is killer. When working I am able to easily assist multiple people because of the features of this product.
I can remotely connect to a computer, run command line scripts, create custom scripts, and check general health. That's all in the console view. If you want to setup the alerts to prompt you for specific actions, it's all there.
The amount of features that you have at your fingertips to remotely assist users is phenomenal. I can't count how many times this software has made life so much easier.
When the app is slow to load, it's slow to load. It's the only downside I've had with this application.
I believe this is still the best RMM around, but it's a bit clunky and often slow.
RMM, Scripting, Easy MSP setup and management of our clients systems.
If you can imagine it, you can do it. It really does have all the tools to do whatever you desire remotely. You can access almost any aspect of a managed machine without even interrupting the end user. The built-in ignite monitors are pretty amazing on their own.
It can be incredibly slow at times, you have to have a lot of patience. The script editor being object and mouse based is very clunky, I'd prefer to learn the syntax and just type it all out, but that option isn't readily available in the GUI you have to dig into the guts to do that. If you use ignite monitors you'll need to parse out the noise they create for items you don't want to be notified about. Integration with Connectwise Manage is still a bit quirky but it works.
Really powerful tool
We chose Automate over everything else for a reason; Price and functionality simply could not be beat.
- 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
Best Thing Ever
We've been using Labtech to manage our 70+ computers across multiple clients for a couple years now and it's been very worth the price to have a remote management software to take care of windows updates and be alerted on hardware issues from the event logs. The integration to other software is pretty flawless as well, such as webroot AV and ScreenConnect. It's cut down management time by 80%!
I like that the management of a lot of computers
Not really much to not like about it, but sometimes the windows updates aren't always working correctly, and sometimes it reports disk space critically low when there's is 50+GBs left on the system
I used this product all the time
It makes managing thousands of machines easy.
It is a very powerful tool to manage our clients machines. It can run custom scripts and do a lot of proactive maintenance.
It is very fast when remote controlling other computers
The scripting engine is very powerful
It pulls a huge amount of data
It is very customizable
It can be a little complex for new users
The integration with Connectwise: Manage can cause some issues with ticket entries
Customizing it for your needs can be time consuming
An MSP's dream
We run all of our managed client workstations with Automate.
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 most powerful automation tool.
I really enjoy using the tool and the vast amount of solutions it allows us to assist our clients in solving. The automation genuinely saves time for all of our team with the functionality it offers.
I really like the remote control portion of the program. The ability to remotely patch servers and client devices is excellent.
The customer support for connectwise is their largest downfall. The software is excellent but the support is not always what it should be.
I have been using this for about 5 years, since it was Labtech.
I run my company on it.
Very powerfull management software. They continue to add value to the product by incorporating new features.
I much prefer the old interface to the new one. It seems that the company is not listening to the users and trying to make the software pretty at the expense of functional. Support is so, so, and often tells me that my "problem" needs to be sent to their custom programming department at additional cost.