ConnectWise Automate

Avantages

ConnectWise Automate offers a lot of remote support and maintenance options for workstations without needing to interrupt the end-user experience but kicking them off for support.You can administer many tasks like Vulnerability Patching, silently deploying new software, checking the hardware details

Inconvénients

The Desktop tool can be slow at times to load. Needing to clear the local cache to even load past the first splash screen.Navigating the ConnectWise portal to find the latest release to update Automate hasn't been the most seamless experience either.

Avantages

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.

Inconvénients

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 envisagées 

Pourquoi passer à ConnectWise Automate

Avantages

From a Finance Perspective the automatic updates to agreement counts is HUGE

Inconvénients

It's a complicated program, I am not an engineer but I do integrate it with PSA environments for agreement updates

Avantages

I love how easy it is to automate tasks and manage devices remotely.

Inconvénients

However, the interface can be overwhelming and takes time to get used to.

Avantages

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.

Inconvénients

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 envisagées 

Pourquoi choisir ConnectWise Automate 

Logiciel antérieur 

Pourquoi passer à ConnectWise Automate

Avantages

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

Inconvénients

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 envisagées 

Pourquoi choisir ConnectWise Automate 

Logiciel antérieur 

Pourquoi passer à ConnectWise Automate

Avantages

We like to use this program with the team to be able to do a thorough review of our network and IT environments in general, it is always good to have an external look at our products and in their development it is crucial to be able to obtain good development ideas.

Inconvénients

Security compliance in this sense is due, we believe that we have our own solutions that far exceed the capacity of Conect Wise, in this sense it does it wrong, we have obtained gaps and it is not compatible enough to be linked to another separate security system.

Avantages

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

Inconvénients

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

Avantages

You can have everything in one single place, from tickets, to procurement and billing. Also, there are a lot of integrations available.

Inconvénients

It is hard to deploy and understand how things work if you have not used it before.

Avantages

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

Inconvénients

The interface is pretty utilitarian and could use an update.

Avantages

Patch management is way easier than using WSUS.

Inconvénients

User interface is not intuitive. Lots of training required. Very little useful documentation. Connectwise support will not help you understand the scripting features at all. The documentation for scripting is litterally 4 pages of what you can see in the user interface. The scripts debug process is horrid. It takes 50x longer to do a script in automate over doing a powershell and bash script to do the same thing. Change requests, and features are not being answered or added in a timely manor. This software is stale.

Alternatives envisagées 

Avantages

It was included in the costs of outsourced IT

Inconvénients

It hardly would connect and allow me to work with systems when it was most ciritical

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

It packs a bunch of features and it's integration with ConnectWise manage is nice. The scripting is powerful.

Inconvénients

Tool is very complex and even simple tasks can be tricky. Support for Automate is not nearly as good as with Manage. The product is expensive.

Avantages

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!

Inconvénients

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.

Avantages

This RMM Toll will integrate with nearly every tool available. One pane of glass for management. Great support through implementation and afterward.

Inconvénients

This can be costly and I would not suggest it for a small company.
It takes a 2 to 6 months to be fully deployed depending on what your needs are.

Avantages

The ability to connect via web portal or application. I can see my items on the fly even when I'm out of the office

Inconvénients

The application crashes quite a bit when not a very steady connection which makes it difficult to open items

Avantages

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.

Inconvénients

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.

Avantages

Let’s me remote in and run scripts easily enough.

Inconvénients

Scripts can be hit or miss. There’s a lot of “gotchas” when running them

Avantages

It's a great tool for remote management. You can get so so many information from their connected devices. Also the reports you can get from the dataviews are Excelent

Inconvénients

The new interface version is slower than the previous one. Seems simpler but you spend more time trying to find the features and commands

Avantages

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

Inconvénients

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.

Avantages

Automate is feature rich and great for managing our clients desktops and servers. We love the ability to do patch management with this tool.

Inconvénients

The learning curve to learn the tools and setup alerts does take some time. We had support hours with Automate to help use get up the speed and that helped.