ConnectWise Automate Reviews

4.1
Overall rating
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4.1
Overall rating
Reviews
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About ConnectWise Automate

ConnectWise Automate (Formerly LabTech) is a cloud-based and on-premise IT automation solution that helps companies track and manage IT assets from a single location. Content management features allow users to share documents...

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Feature ratings

Value for Money
3.9
Features
4.3
Ease of Use
3.7
Customer Support
3.7

Browse ConnectWise Automate Reviews

132 of 132 reviews
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Daren
Daren
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
3
Customer Support
4

5
Reviewed on 11/12/2019

Connectwise Automate

We are using Connectwise Automate for taking care of customers on a managed service contract.

Pros

There are many, many features in Connectwise Automate that will help you help your customers with their computer needs.

Cons

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.

Alternatives Considered

N-sight

Reasons for Choosing ConnectWise Automate

We were already using Connectwise Connect and Manage so wanted one general product instead of some of this and some of that.

Switched From

N-sight

Reasons for Switching to ConnectWise Automate

As mentioned before, we switched because we wanted to have all our products on one platform and not a piece there and a piece here.
Verified Reviewer
  • Industry: Mechanical or Industrial Engineering
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
3
Customer Support
2

5
Reviewed on 6/05/2021

If you have the money to spend, spend it.. if not.. there is other options`

Overall, I am very happy with Connectwise Automate and would continue to use the product. If you work in a critical industry, I wouldn't recommend this as being your only source of remote access since support is very slow and very unhelpful in most situations.

Pros

The best part of this software is how robust the software is. When you purchase this software, you receive control and "WSUS" as part of your package. The software contains reports, pulls data on each computer, provides some integration and overall is a great automation and remote access tool.

Cons

Support is very slow to respond. Getting credits for downtime on their hosted web server is like pulling teeth. When you get into the chat queue, you may be waiting an hour or more for someone overseas who doesn't know how to fix the issue anyway. Then you have to wait until someone gets back with you when they "open a ticket." Honestly.... the only reason I WOULDN'T buy this software is their support system lacks ability for true support!

Alternatives Considered

TeamViewer Remote

Reasons for Choosing ConnectWise Automate

The ability to do more than just remote access the PC was the main reason for the switch. Cost was a close second reason.

Switched From

TeamViewer Remote

Reasons for Switching to ConnectWise Automate

Overall cost is the main reason.
Javier
  • Industry: Consumer Electronics
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
3
Ease of Use
5
Customer Support
5

5
Reviewed on 20/09/2024

ConnectWise Automate has made managing my IT tasks easier and more efficient.

Pros

The remote monitoring and management tools are robust and the automation features save me a lot of time.

Cons

The user interface can be overwhelming at first and it takes some time to get used to all the features.

Top ConnectWise Automate Alternatives

Benjamin
  • Industry: Airlines/Aviation
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
1

1
Reviewed on 1/04/2020

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.

Pros

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.

Cons

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.

Alternatives Considered

TeamViewer Remote, Atera and Pulseway

Reasons for Choosing ConnectWise Automate

Kaskersky partnership forced via DoD Contracts

Switched From

LogMeIn Central

Reasons for Switching to ConnectWise Automate

The sales pitch promised support, working automation, and a cost reduction. All of it was a lie. This product costs more money than it saves and is a terrible investment.
Ian
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
3
Customer Support
4

5
Reviewed on 13/06/2023

Great For Ticketing and Monitoring

We have a great overall experience using ConnectWise Automate. It has helped us stay a leader in our industry and has made our MSP a better organization. We would highly recommend to any company looking to support remote clients effectively.

Pros

The ticketing with ConnectWise automate and reporting is accurate and helps make business decisions. We are able to keep track of all our issues and then address them with the same software. We like how easy it was to setup and has been a great tool for all of our technicians.

Cons

We did not like how the agents will fail to install certain applications even though they are working on other agents. It's hard to decipher the logs to trouble shoot issues and administrators take some time to learn the program. There is a need for more third party patching options.

Alternatives Considered

NinjaOne

Reasons for Switching to ConnectWise Automate

We choose ConnectWise Automate over NinjaOne because of the great relationship we built with the ConnectWise team. The cost per agent was also much better with Automate.
Robert
Robert
  • Industry: Chemicals
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 13/09/2022

Powerful but inexpensive IT service and control platform.

It's been positive. It is essential for supporting remote workes and in the times that are in it it's gotten more important. There is good functionality around software installs and we actually use it to build up our SOE when we have new machines. Ot deosnlt do anything other similar systems can;t do but it is very fit for purpose for a small IT team.

Pros

There is a lot that it can do for a quite reasonable cost. IT is more suited for small or medium businesses as I don;t think it;s quite enterprise level but for control, scripting, monitoring and the like it is very good at what it does. It is also cloud based so can be accessed on any device with a browser.

Cons

It is not very good at monitoring. I can easily find out if computers have issues by selecting them but not really being notified that there may be a probelm. Scripting works well when it works but it's difficult to figure out if it's not worked and why.

Gerry
Gerry
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
2

4
Reviewed on 24/08/2022

Great tool for an MSP

We have been able to become much more efficient and organize our work much better.

Pros

Allows for management of a wide view of devices across a variety of ecosystems. Easy to use and get up and running. Partner community is great.

Cons

Support leaves a lot to be desired. When can get in touch, takes several attempts to resolve issue.

Alternatives Considered

Datto RMM

Reasons for Switching to ConnectWise Automate

Pricing and trust in the Connectwise system
Christopher
Christopher
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 25/01/2019

Manage multiple environments with ease

Companies I have been working for have been leveraging this application for machine management for years.

Pros

This software provides multiple connectivity options.
It can show a lot of information (see least favorite list below)
Great organization!
Easy integration with Connectwise Control and Manage
Lots of option for Scripting and API connectivity to outside applications

Cons

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.

Brian
  • Industry: Libraries
  • Company size: 11–50 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
N/A

4
Reviewed on 18/09/2024

Solid IT Tool

Overall, it gets the job done and it's a good product.

Pros

Makes remote sessions with end-user computers and pushing scripts simple.

Cons

The interface is pretty utilitarian and could use an update.

Adrian
  • Industry: Consumer Goods
  • Company size: 11–50 Employees
  • Used Weekly for Free Trial
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 4/09/2024

ConnectWise Automate helps me keep all my IT systems in check, saving time and hassle.

Pros

Automated tasks, easy remote monitoring, and powerful scripting capabilities make my job easier.

Cons

The user interface can be a bit overwhelming at first, and some features are not very intuitive.

Shannon
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
1

1
Reviewed on 1/06/2020

Beware of working with Conectwise Automate

Terrible. Your RMM tool is really important and you want a company that is trying to help your business grow by having great additions for the platform and services that you can then offer your clients and perspective clients. Connectwise has wanted to exact as many dollars out of my pocket and have no intention of having a business relationship what so ever. In my 24 years in the industry I have never had a company treat me this way but they did and continue to. I have heard from 30+ other companies ceo's saying similar things that there is not partnership just a money grab.

Pros

The remote program is really good. Very simple and quick when a caller has called in.

Cons

First year was good. At the beginning of the second year they doubled the cost saying "its in the contract" I said I want to cancel or fix the price and for a year we went around in circles. "ok we will do at the same price you just need to double your agents" I don't need more agents. Then I had a new person over and over. I then send a formal letter to cancel service and they say we won't except this. I have now asked twice to move to 25 agents and again the same thing is happening.

Jamenn
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
3

4
Reviewed on 21/03/2018

Connectwise Automate, formerly Labtech, works well for the most part.

Pros

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.

Cons

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.

Verified Reviewer
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 14/01/2019

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.

Pros

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.

Cons

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.

Warren
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
3
Customer Support
3

3
Reviewed on 20/05/2022

Automate - Good but feeling outdated.

We've been using Automate for over a decade, and are currently in the process of migrating to Connectwise's replacement product. It has served us well, and given us tons of info to proactively resolve problems. It's remote access Software, Screen Connect, is also a God send.

Pros

The reporting and amount of data in the program is insanely big. Through PowerBI, I've been able to display a lot of this data to show our customers just how much we know.

Cons

The GUI hasn't had an update for so long and it does now fee very dated. It also slows down, he more clients you add.

Verified Reviewer
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 12/07/2018

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.

Pros

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.

Cons

When the app is slow to load, it's slow to load. It's the only downside I've had with this application.

Joseph
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
N/A

5
Reviewed on 24/10/2022

Patch management, Machine access and ease of use

Pros

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.

Cons

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.

Phillipp
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/05/2019

An MSP's dream

We run all of our managed client workstations with Automate.

Pros

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!

Cons

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.

Keith
  • Industry: Computer Networking
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
2
Customer Support
1

2
Reviewed on 13/05/2020

Has almost all the functions and features, but not support and hard to use

We wanted a product to streamline the process. This is anything but that. We only contact support when its impacting customers, and have to wait days to get assistance from a live body.

Pros

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

Cons

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.

Joel
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/07/2021

Review of ConnectWise Automate

My overall experience with this product is fantastic! I wouldn't be able to help my employees the same way without this product.

Pros

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!

Cons

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.

Jason
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
3
Ease of Use
3
Customer Support
2

3
Reviewed on 17/09/2019

Average Product

We use connectwise automate to monitor our client locations and automate our ticket creation process for issues

Pros

Ability to remotely monitor client sites. This lets us run scripts and install patches remotely. The integration with connectwise control improves our process.

Cons

The product is poorly designed for the user experience. The UI is not intuitive, so finding what you can do makes developing solutions difficult.

Jerry
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
3

4
Reviewed on 21/09/2017

MSP Supporting 50 Client Networks

Would recommend to my friends. Very useful and catches a lot of failures before things get out of control

Pros

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

Cons

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.

Verified Reviewer
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
3
Customer Support
4

3
Reviewed on 15/03/2018

LabTech is a great program but they want extra for every feature so it can cost a lot.

Pros

I love the reports and information it gives me about each PC. It is also much faster to install SOME programs though LabTech because it will push it to every PC.

Cons

The lack of things actually working. Many items are setup and do not work or do not work the way that Labtech says they will. The software doesn't really work on Mac's even though they say it does.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 17/04/2021

A great tool for VARs and MSPs

Overall connect-wise automate is a great tool for our environment to monitor our customers systems.

Pros

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.

Cons

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

Jim
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
5

4
Reviewed on 22/02/2019

The solution for any size MSP

Awesome piece of software that allows to take your MSP to the next level

Pros

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

Cons

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

Matt
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
2

4
Reviewed on 7/02/2018

Full featured program that allows technicians to complete full system administration remotely

Pros

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

Cons

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

132 reviews