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ConnectWise Automate OverviewUNIXBusinessApplication

ConnectWise Automate is #2 ranked solution in top Remote Monitoring and Management Software. PeerSpot users give ConnectWise Automate an average rating of 8 out of 10. ConnectWise Automate is most commonly compared to Pulseway: ConnectWise Automate vs Pulseway. The top industry researching this solution are professionals from a computer software company, accounting for 31% of all views.
What is ConnectWise Automate?

ConnectWise Automate, formerly LabTech, is an IT management tool that helps deliver IT services at the speed of business. Our remote monitoring and management (RMM) platform provides powerful automation to discover & manage devices, monitor for problems, and automate action. Deliver streamlined reactive and proactive managed services, stop putting out fires, and start focusing on what matters most. See why over 5,500 partners worldwide chose ConnectWise Automate by visiting https://www.connectwise.com/software/automate or calling 877-522-8323.

ConnectWise Automate was previously known as LabTech for IT Service Providers, ConnectWise Automate for Corporate IT Departments, ConnectWise Automate for IT Service Providers.

ConnectWise Automate Buyer's Guide

Download the ConnectWise Automate Buyer's Guide including reviews and more. Updated: January 2022

ConnectWise Automate Customers

I-M Technology, Mainstay Technologies, PC Works Plus, Integrity IT, Kerkhoff Technologies Inc., Marathon Consulting, Christenberry Sales Company, EDTS, Secom Technology, Ready to View, ARRC Technology, DaVinci Digital, JNR Networks, Quinn Technology Solutions, PCIT, Liberty Technology, Capital Computers & Networks, Atlanta Technology Force, Doberman Technologies, First Column Enterprises, CisCom Solutions

ConnectWise Automate Video

Archived ConnectWise Automate Reviews (more than two years old)

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Managing Director at a tech consulting company with 11-50 employees
Consultant
Enables us to manage all client requests, jobs and invoicing but project management needs improvement

What is our primary use case?

We use ConnectWise Automate as a professional services automation tool.

How has it helped my organization?

It allows us to manage all client requests, jobs and invoicing.

What is most valuable?

The ticketing system is the most valuable feature. 

What needs improvement?

The project management needs improvement and there's a section of the product called "configuration" that also needs to be improved. 

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

Stability is pretty good.

What do I think about the scalability of the solution?

Scalability is good. We currently have fifteen users. As our staff grows, our usage of this solution increases.

How are customer service and

What is our primary use case?

We use ConnectWise Automate as a professional services automation tool.

How has it helped my organization?

It allows us to manage all client requests, jobs and invoicing.

What is most valuable?

The ticketing system is the most valuable feature. 

What needs improvement?

The project management needs improvement and there's a section of the product called "configuration" that also needs to be improved. 

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

Stability is pretty good.

What do I think about the scalability of the solution?

Scalability is good. We currently have fifteen users. As our staff grows, our usage of this solution increases.

How are customer service and technical support?

Their technical support is good. 

How was the initial setup?

The initial setup was complex. It took us around three months to deploy.

What's my experience with pricing, setup cost, and licensing?

Pricing and licensing are reasonable. 

What other advice do I have?

The advice I would give to somebody looking to implement ConnectWise Automate is to spend time getting the implementation right.

I would rate it a seven out of ten. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
IT Manager at The Roberts Company
Real User
This product saves us a lot of time and increases our efficiency
Pros and Cons
  • "This product saves us a lot of time and increases our efficiency."
  • "Remote access and detailed monitoring help us support our equipment."
  • "They always change the GUI to some dumb-down version of tiles which are more "user-friendly", but slows my team down in the end."

What is our primary use case?

Inventory tracking for our equipment which is spread throughout the country. We manage our ESET AV through ConnectWise. LabTech is integrated with our ticket system, ConnectWise. 

  • We can pull up any machine and troubleshoot, with a quick glance, detailed information and reoccurring errors. 
  • It pushes software and can update the company or an individual. 
  • Built-in searches and reports are helpful.

How has it helped my organization?

We have several remote users, and this would be very difficult to manage with the small IT team that we have. This product saves us a lot of time and increases our efficiency.

What is most valuable?

Remote access and detailed monitoring help us support our equipment, which is spread throughout the Southeastern US.  

What needs improvement?

Like most companies these days, they always change the GUI to some dumb-down version of tiles, which are more "user-friendly", but slows my team down in the end. We have requested a "classic view" with no fancy screens and colors. Just detail!

For how long have I used the solution?

Three to five years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Learn what your peers think about ConnectWise Automate. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,327 professionals have used our research since 2012.
it_user722250
Labtech Administrator and System-Admin at a tech services company
Consultant
Proactively monitor and fix issues before they interrupt your clients’ business but product runs too slow affecting reliability

What is most valuable?

First of all, the automation of LabTech is awesome. You can do any kind of automation from Labtech.

You can integrate anything from LabTech, i.e., Auvik, Veeam etc. As per LabTech Patching, it is now different from the old Patch Manager. You can set patching according to client requirements, approval policy, reboot policy, etc.

How has it helped my organization?

One of the greatest benefits of LabTech is less client downtime. Because LabTech lets you proactively monitor and fix issues before they interrupt your clients’ business, you can virtually eliminate system outages. LabTech lets you monitor virus updates, ensure antivirus programs are enabled and that regular backups are taking place.

What needs improvement?

Reliability: Open a computer window new screen and it's slow.

For how long have I used the solution?

We are using this product for the last three or four years when its first version had come out, that is LabTech 10. Last year, ConnectWise, a former partner with Labtech, integrated together. So that's why the product's name is ConnectWise. automate Labtech.

What do I think about the stability of the solution?

Not at all. As we know every software has stability issues, but every month LabTech Patch has come which has fixed stability issues.

What do I think about the scalability of the solution?

No.

How are customer service and technical support?

Good. They have a good tech team.

Which solution did I use previously and why did I switch?

No, we didn't use any other product before this one.

How was the initial setup?

Its depend on the Client Requirements and what they want.

What's my experience with pricing, setup cost, and licensing?

Put a lot of automation on a single machine for LabTech, so pricing is not as high.

Which other solutions did I evaluate?

No.

What other advice do I have?

Yes, go for it. Use it once. Labtech will take care of your machines

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Helpdesk Technician at a tech services company with 501-1,000 employees
Consultant
Monitors server services and general computer health.

Valuable Features

Scripting and automation are not incredibly straightforward, but they are probably the most valuable tools in this solution when compared to other RMM systems.

Their integration of ScreenConnect has also made remote desktop control incredibly smooth.

Improvements to My Organization

Remote monitoring allows the organization to react more quickly to emergencies, particularly offline devices/locations.

Monitoring server services and general computer health allows us to be proactive about preventing issues. Proper scripting and scheduling has also reduced the need for actual intervention.

Room for Improvement

Because of the vast number of features, the software is difficult to navigate. Some features feel very hidden and hard to find in order to enable or disable them.

Use of Solution

We have been using this solution for over a year.

Stability Issues

There is an issue where they do not support the running of any kind of backup software on the same machine. Instead, they recommend using snapshots. Snapshots are widely considered to NOT be a backup solution.

Customer Service and Technical Support

The technical support varies greatly. The response is slow for non-critical issues. Many staff members do not appear to read the issue descriptions closely.

However, sometimes you get the right person in the right department, and they will be able to help you a great detail.

Other Advice

It is powerful, but be prepared to spend a lot of time learning the ins and outs of customizing the system with templates, scripts, groups, etc.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Download our free ConnectWise Automate Report and get advice and tips from experienced pros sharing their opinions.