ConnectWise Automate Reviews & Insights

Score8.3 out of 10

212 Reviews and Ratings

Community insights

TrustRadius Insights for ConnectWise Automate are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Tight Integration with Connectwise: Users have consistently praised the seamless ticket management and resolution that comes from LabTech's integration with Connectwise. Several reviewers found this aspect to be very tight, allowing for a smooth workflow between the two platforms.

Powerful Scripting Capabilities: Many users have highlighted LabTech's scripting capabilities as a standout feature. They appreciate its versatility and ability to automate mundane tasks. This has made their work more efficient and streamlined.

Effective Alerting System: Reviewers have mentioned that LabTech's alerting system is highly effective in notifying the on-call team of critical events while separating non-critical issues. This feature has been particularly valuable in ensuring timely responses to important incidents.

Reviews

59 Reviews

ConnectWise Automate The Best

Rating: 10 out of 10

Incentivized

January 1, 2025

Use Cases and Deployment Scope

We use ConnectWise Automate for our our clients we integrate multiple plugins to help with managing network hardware, specifically computers. Most of the business problems this product addresses are being able to have one platform where we can manage our clients and as well remote in as needed. It helps to get specs on hardware, run planned patches, gives our team alerts and disk errors and much more. We have used ConnectWise Automate for over 10 years and feel it always is something that is improving and per our use case we enjoy and feel it is part of our environment now and has always been.

Pros

Planned Patching
Integrated plugins accepted
Management
Reports

Cons

None

Likelihood to Recommend

There are many scenarios it is well suited but one is it helps us managed our clients in full scope and gives us a ton of valuable data to use when helping out our clients.

Verified User

Project Manager in Sales (11-50 employees)

Vetted Review

8 years of experience

ConnectWise Automate - Automate Everything

Rating: 9 out of 10

December 12, 2022

Use Cases and Deployment Scope

Being a highly automated MSP, Connectwise Automate is the backbone of our company. Coupled with Connectwise Manage, ConnectWise Automate creates the alerts and tickets and autoremediates. With the robust scripting engine (yes it's a bit old and clunky but there is no other RMM tool out there with as much control as ConnectWise Automate) there is no limit, we can make scripts to resolve or partially resolve any issue that comes up.

Pros

Automation
Customized Alerting
Connectwise Manage integration

Cons

The fat client is not stable but they are working on a web client
The web client doesn't have all the features as the fat client
ConnectWise Automate Support not always the fastest at resolving known issues

Likelihood to Recommend

If you are an MSP that wants to save engineer and customer time there is no other RMM out there that can compete with ConnectWise Automate. If you are an MSP that doesn't have alot of scripting/coding experience and just want surface level ticketing, you should look for another platform as this is best suited for full throttle automation.

Mike Boteler

NOC Manager in Information Technology at Certified CIO (11-50 employees)

Vetted Review

7 years of experience

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It is a genuine remote Control.

Rating: 9 out of 10

Incentivized

October 20, 2022

Use Cases and Deployment Scope

We have various computers that manage the state of the oil, and we cannot always or personally monitor them in real-time, in addition to machinery and android devices that depend on our supervision. When we go out to the field, thanks to the program, we can see what is happening in the office, and with its formats and blocking tools, we can safeguard data from any intruder who approaches us at the site or on networks.

Pros

Good system agility and compatibility with latest generation processors.
Fast implementation with agile support ready to face critical problems and help us generate possible solutions.
Information and display of errors in real-time make communication very easy for later repair.
Fast blocking of networks and access to devices remotely.

Cons

There are times when it takes time to connect and control, but specifically, one could not say that this is random.
Device expansion is complex and expensive, which I imagine is not suitable for small businesses.
The initial panel for both PC and droid devices is a bit complex to learn at the beginning of the implementation, but after that, it is quite understandable.
Support help is needed initially as I had already commented.

Likelihood to Recommend

I recommend it to all IT colleagues; regardless of the size of the PCs with which you work most of the time, the application allows connection stability between computers that make it possible to continue working or taking care of the infrastructure from afar.

Verified User

Director in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

ConnectWise Automate: The Robust RMM of Choice

Rating: 9 out of 10

Incentivized

October 14, 2022

Use Cases and Deployment Scope

As an MSP, our RMM is one of our most used tools in our toolbox. ConnectWise Automate has been our best resource for remote support of our clients. We use it for our day-to-day monitoring, management, and script engine resources. It's integration with other ConnectWise products we use give us seamless management and analysis of our managed environments.

Pros

Silent tools and command access that works behind the scenes so clients aren't disturbed.
Easily assembled scripts from a robust scripting engine.
Event monitoring and alerting.

Cons

Integration with some SIEM products is lacking.
True event monitoring to support NOC activities isn't as robust as some competitor's.
UI is a little clunky and has not been updated in years.

Likelihood to Recommend

For remote management, reporting, and alerting across multiple environments, Automate handles these tasks like a champ. Clients and sites are neatly arranged and easily accessible in a drill down tree. Dataviews can be ran to glean reports on various data relating to devices. One often used is Software Listing. You can pull a complete, searchable list of software on devices by company, site, and individual machines. This is great for planning and completing software deployments. Many other dataviews are available, including complete chassis details of devices.

Eric Milles

Senior Manager in Information Technology at Kalleo Technologies (51-200 employees)

Vetted Review

5 years of experience

Not For Small MSP

Rating: 6 out of 10

Incentivized

October 6, 2022

Use Cases and Deployment Scope

We use ConnectWise Automate for both Microsoft and 3rd party software patching management for our customers. We also utilize its monitoring capabilities in addition to integrated Auvik. Its remote management (Control) is much better than previous RMM we used in the past.

Pros

Remote Control Support (Connectwise Control)
Customize Report
Vendors integration
Dashboard

Cons

Technical support
Patching is hit and missed

Likelihood to Recommend

Connectwise Automate is pretty much a jack-of-all-trade RMM. It requires full-time management. It's not designed for small MSP. From the time of onboarding to fully implementing its functionalities, our hosted Automate took us roughly about 8 months to smooth things out. Even that, we still work on improving from scripting to policy management.

Verified User

Consultant in Information Technology (1-10 employees)

Vetted Review

4 years of experience

In My Opinion, Please, Don't Go with ConnectWise Automate Unless You Never Want to Reduce Your Client Count

Rating: 1 out of 10

October 3, 2022

Use Cases and Deployment Scope

We use it with clients on their computers. ConnectWise Automate is supposed to do a lot of things, but it's still called Labtech within the program, which you'd think after all of these years, they would have fixed since it was purchased and renamed years ago. ConnectWise Automate requires a client license for each computer that it is installed on, but you can only add licenses and never remove them. If you don't have enough licenses, you can't use it properly. If you have too many licenses that you aren't using, you have to pay for them no matter what happens. Imagine if Microsoft did the same thing with Office and made you pay for the licenses that you don't use. In my opinion, this isn't a company that wants partners, this is a vendor only interested in making money without regard to their clients. As an MSP, my client count fluctuates, and ConnectWise Automate removes the ability to allow my client count to fluctuate as needed, which to me, that just isn't acceptable.

Pros

Ironclad contract
Inflexible terms
Requires licenses to use

Cons

I would appreciate it if you could please value your clients.
Also, please allow us to add and remove clients as needed so the product scales with our needs.
I believe you should rename the product from LabTech.
I would like it if you could make it easier to use.

Likelihood to Recommend

In my opinion, it is extremely difficult to use and set up. I find the interface tough with multiple nests and folders to access different things. I also do not like the inability to add or remove clients easily when your computer count changes.

Verified User

Professional in Information Technology (1-10 employees)

Vetted Review

6 years of experience

ConnectWise Automate for MSP Management is an Excellent tool

Rating: 9 out of 10

Incentivized

July 29, 2022

Use Cases and Deployment Scope

I am the RMM Manager for ConnectWise Automate. We use ConnectWise Automate for: Patch Management, Process Automation, Software Version Control, Monitoring, Remote Remediation, PC inventory/specification checks, Warranty Management, and Security Features.

Every computer that we manage gets ConnectWise Automate installed on it, and it handles installing the rest of our tools stack and gets those machines assigned to the proper client with the proper settings for that client

Pros

Alerting / Monitoring
Process Automation
Software Version Control
Selective Targeting of Automations

Cons

Patch Management - kind of clunky, but works well
Reporting
Endpoint user management

Likelihood to Recommend

I use Connectwise Automate for most of my normal Job functions. We use ESET endpoint protection, and ConnectWise Automate handles the version updates for us. When a new version comes out, I just have to modify my custom settings to include the current version number, and it updates the entire fleet of machines. Additionally, I have used ConnectWise Automate for: Setting up Security evaluations, Setting unique local administrator accounts for 2,000 machines, removing unwanted software from all machines in the fleet, and others.

Patch Management works well, but the interface and deployment are clunky and have a steep learning curve. Once mastered, it handles patching very well, but navigation is not the easiest. Further, it comes with some decent canned reports, but generating custom reports is not well documented and very difficult. It used to be done using Crystal reports, and if you knew the database, you could generate very nice reports, but it has since moved to a custom report builder, and the nesting/grouping does not work well

Ben Smith

Network Engineer at Just Solutions (11-50 employees)

Vetted Review

10 years of experience

Automate Attraction

Rating: 8 out of 10

Incentivized

March 4, 2021

Use Cases and Deployment Scope

We currently utilize Automate for RMM as internal IT and have deployed it across the whole organization, it is key for our daily asset management.

Pros

Performs maintenance and daily routines.
Performs security and patching solutions.
Allows for ease of support of end users.

Cons

Comes with lots of tools, but most of which you must assemble yourself.
Great for the tinkerer who likes to try and troubleshoot, but support is lacking.
Requires lots of configuration out of the box.

Likelihood to Recommend

Obviously Automate is designed for MSP, but I have found that some internal IT forces could benefit from this software as it helps organize, manage, and protect your physical inventory fleet. Its integration with other products allows for ease of end-user support, and accurate reporting for auditors and compliance regulators. This software has allowed us to consolidate 5 disparate applications into this one and it has helped our helpdesk staff increase productivity and resolution of issues.

Luke Kuhlow

Network Administrator in Information Technology at First National Bank and Trust (201-500 employees)

Vetted Review

5 years of experience

View profile

A fair RMM with some strong automation, but challenging to learn.

Rating: 7 out of 10

Incentivized

February 3, 2021

Use Cases and Deployment Scope

We use [ConnectWise Automate (formerly LabTech)] to manage and monitor client end points, as well to provide automation. We integrate it with ScreenConnect, Connectwise Manage, and ITGlue. Automation is one of the major functions it performs for us. With it we can push other tools like Logic Monitor, Screenconnect, AutoElevate and DeskDirector. We also have it send alerts to our ticketing system for reactive support.

Pros

Automation
Monitoring
Configuration reference

Cons

Automation can be difficult to implement
Discrepancy between web and installed client.

Likelihood to Recommend

We heavily rely on it's automation and ability to run script for pushing additional tools and fixes to client end points. However, creating scripts is not particularly intuitive. We have only 1 person on staff that can setup scripts, and we have to use an outside vendor for more advanced work. We recently started using AutoElevate to handle UAC, and we have a script that allows us to push it to new client end points easily.

Erik Metzler

IT Specialist in Information Technology at Wooden Spoon Technologies (1-10 employees)

Vetted Review

1 year of experience

Automate Review

Rating: 8 out of 10

Incentivized

January 28, 2021

Use Cases and Deployment Scope

We are a managed service provider so we use Automate for all our MSP clients; it helps us to monitor updates for our customers and, if needed, uninstall updates if something went wrong.

Pros

Takes care of updates
Support
Technical documentation

Cons

Has a big learning curve just starting out.
Needs mores simplified directions.
Better support.

Likelihood to Recommend

If you have a managed service provider business, you definitely need to look at Automate and its accompanying program Manage and Connectwise Control. Automate will do just that—automate your MSP business as it takes away the normal day to day updates, and in case there is an issue with a Windows update, you can just as easily uninstall all those updates with a few keystrokes rather than going from machine to machine and doing that task. You can also bring up all your systems in the dashboard and check for issues before they happen.

Daren Anderson, MSIS

President in Information Technology at Big D Technology Solutions, Inc. (1-10 employees)

Vetted Review

Reseller

2 years of experience

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