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ConnectWise Automate review by Victor M.
Ingeniero de Implementacion y Soporte Nivel I
Small-Business
(11-50 employees)
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"ConnectWise Automate Experience "

What do you like best?

What I like about ConnectWise Automate is the centralized way in which we can monitor the status of our network equipment, verify failures, security alerts, bad configurations among others, and this tool also tells us when a new device is detected. our network

What do you dislike?

I do not like how heavy the application is at the moment of opening it and that sometimes you have to close it and open it again in order to update it.

Consult when it is going to consult the state of a specific equipment and in the pop-up window that shows the information of said equipment it takes a considerable time to open, in the same way it happens when it is going to configure some monitor

Recommendations to others considering the product

My recommendation is that if you have a network with many computers you can implement ConnectWise Automate and in this way you can monitor them more quickly and efficiently, and correct detected failures, thanks to the tool is very powerful, also allows you to detect and identify the All devices connected in the network, to make a classification of these and bring better control

What business problems are you solving with the product? What benefits have you realized?

Basically at the enterprise level the connectwise automate tool allows us to validate the status of the equipment of several clients simultaneously from a centralized console, it is enough to deploy an agent in each of the equipment to be monitored, configure the monitors according to the requirements of the client and ready! Additionally from this same console it allows to solve the errors or faults detected in the equipment

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ConnectWise Automate review by Héctor Joel B.
Ingeniero de Implementación y Soporte
Mid-Market
(51-200 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"CW Automate, a powerful tool for your company."

What do you like best?

The advantage of configuring alerts complements the goals you set to have all applications, devices and tickets in order, all within the reach of a click.

The number of functions manages to cover the needs and manages to provide an extraordinary remote assistance.

What do you dislike?

I could wish for them to improve the assistance of the support team because sometines they do not cover the expectations for the resolution of the problem, however, the tool when it has an optimal functioning forgets those inconveniences.

Recommendations to others considering the product

If you want a tool that gives you remarkable performance and makes constant revisions on any device that is on the network, you should acquire CW Automate. It contains a documentation that can guide you to improve the use of the tool.

What business problems are you solving with the product? What benefits have you realized?

Currently, the tool is still in place to monitor our infrastructures, which protect all types of events and even provide a support system.

Labtech as previously was nicknamed, has given us a powerful support, the supervision that you can use with this tool complements and facilitates the process that other tools do not grant, the application of scripts to optimize some actions is sensational.

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ConnectWise Automate review by Ramon T.
Systems engineer
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"Monitoring and troubleshooting with ConnectWise Automate"

What do you like best?

There are several tools that allow you to monitor the computers in your network and are responsible for generating alerts when one of these is affected by something, be it a bad configuration, lack of antivirus, lack of update, a failed log, among others, such is the case of ConnectWise Automate which, to my liking, is a complete and powerful tool that allows you to make this detailed and meticulous monitoring on the computers of your network, besides it is necessary to define how easy it is to deploy since a centralized connection is installed, they configure the monitors and finally an agent is deployed on the equipment to be monitored.

What do you dislike?

The truth is that in my particular case, there is nothing that disgusts me about this wonderful tool, quite the opposite thanks to ConnectWise Automate I have kept all the computers in the network where I work in optimal conditions giving to when a monitor is raised in any of the equipment immediately I go and attack it instantly to ensure the operation of these and therefore the operation of the entire network, also this tool can be integrated seamlessly with others in the same house such as ConnectWise Manage and ConnectWise Control, between the 3 facilitate what is the technical support to any company

Recommendations to others considering the product

The recommendation in this case is just try ConnectWise Automate and see how they keep their equipment protected and operational at all times

What business problems are you solving with the product? What benefits have you realized?

In terms of corporate solutions, ConnectWise Automate allows any network administrator or technical support staff to always maintain the equipment in full operation, since the monitors work immediately, that is, detecting the failure will always notify you via email, which the team presents failures and what is the fault, likewise through your console will allow you to execute certain actions to correct many of these failures that often occur and that we do not give importance

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ConnectWise Automate review by Richard A.
CEO and Chief Cultural Officer
Information Technology and Services
Small-Business
(11-50 employees)
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"You get out of it...what you put into it"

What do you like best?

I have yet to find a critical feature MISSING from Labtech - they've thought of everything. The integration with ConnectWise is as good as it gets (and getting better every month) and our team would be lost without it.

What do you dislike?

What I like, and dislike, are related. With all of the features and capabilities that come with this robust RMM tool - there comes a responsibility and investment to learn it. And, there's a lot to learn. Not for the faint of heart and not for a 1-man band. That said, I would likely say the same thing of any other RMMs -- so the upside Labtech offers outweighs the learning curve...if you take the time to learn it well.

Recommendations to others considering the product

Identify a potential dedicated RMM ADMIN on your team - or outsource it (even better). In order to realize high ROI from this investment, you need expertise...don't underestimate that variable.

What business problems are you solving with the product? What benefits have you realized?

Patching, scriping/automation and agent monitoring are key 'wins' - and we seem to get smarter and smarter each day about new ways we can automatically remediate issues as they arise - which ultimately improves our efficiency and scalability.

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ConnectWise Automate review by Administrator
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"A Pretty Good Monitoring And Management Platform For A MSP"

What do you like best?

As a MSP, we need a tool that allow us to monitor and manage many endpoints simultaneously at a very efficient level because our customers needs to be focus in their core bussiness, and not in the maintenance of theirs desktops and laptops.

ConnectWise Automate (Formerly Labtech) give us that and more, gived us the solution for thats repetitive tasks that take forever.

The integration with CW Control (Fornerly ScreenConnect) and CW Manage is very nice and smooth.

What do you dislike?

Its not a plug and play solution, you need to learn how to use it, and you need to learn a lot, the university give you some help, but still you need a connectwise consultant to implement it.

If you want to be a master administrator of this solution, you need the official courses, and are very expensives.

Recommendations to others considering the product

This tool is not a one person administration, you will need a least two persons to deploy and mainten it.

Make all the personal that is going to use it, do the connectwise university course before it beging to use it, this will help to get a better understanding of CWA.

What business problems are you solving with the product? What benefits have you realized?

It reduces the attention and resolution time of all incident reported by our customers, and this is because we can do many background tasks without the final user even notices.

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ConnectWise Automate review by Carlos M.
Senior University Technician in Informatics
Small-Business
(11-50 employees)
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"Equipment monitoring with ConnectWise Automate"

What do you like best?

What I like about ConnectWise Automate in the first place is the amount of things that can be done with this tool, from monitoring equipment in a network, to monitoring the network itself to validate which computers are connected to it, its interface is friendly for users, you only need to deploy the agent on the computers you want to monitor, configure the monitors you want to track and ready, when the tool detects any abnormality with the configured monitors you will generate an alert so you can attack it at the moment, It is also impressive the integration it has with other tools such as connectwise automate and connectwise manage

What do you dislike?

As mentioned before is a very complete tool at least in my case there is not much I dislike about it, if it would be good to make it a little lighter since the time to enter the console is usually laguerse a little and sometimes to last a long time without using it stops updating and you have to close and open the application again, the rest works very well and lets you know in detail the status of each of the equipment that we are monitoring, such as if there is a service stopped, if there is any threat, if the antivirus is disabled or even if the computer lacks and requires some system update

Recommendations to others considering the product

The recommendation for those who are considering the implementation of connectwise automate in their companies is that, if they do, they will not regret it and they will see how life is facilitated in terms of technical support and monitoring of their own and client's equipment and networks. It is worth mentioning that this application can be integrated perfectly with other tools such as connectwise automate and connectwise control, to implement these applications will have a combo of powerful tools and useful for any organization which will help facilitate and manage better form what is the technical support

What business problems are you solving with the product? What benefits have you realized?

At the enterprise level, ConnectWise Automate allows us to solve various problems such as unknown devices have accessed our network, allows us to classify the applications in blacklist or whitelist to avoid using undeclared applications within the company, verify the correct functioning of each of our teams, verify the logs on our servers to detect in this way if there is someone unauthorized who is trying to access our resources, among many other functions, connectwise automate is an extremely powerful tool which facilitates the work of support staff within any organization

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ConnectWise Automate review by Miguel Angel H.
Ingenierio de Implementacion
Small-Business
(11-50 employees)
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"Powerful MSP Tool"

What do you like best?

For the moment the monitors are very useful, the programmed commands that allow to perform daily tasks more easily. The audition is very useful and the available reports are also great. The integration with ConnectWise is very good and thanks to this the administration of the computers is done efficiently and optimally. It is a great RMM software. The customization of each element in Labtech is a great benefit, of course after having experimented a lot with the tool.

What do you dislike?

The learning curve can be tilted for a single IT professional. The Labtech Support service is not the best possible and locating documentation of the software can be complicated. There are other small errors but it is understandable with the large number of functions that the Automate performs.

Recommendations to others considering the product

Considerable time is required for the perfect management of the tool, this should be considered in case of implementing it in clients external to your company. It is important to take the training offered by Labtech for this product and try to maintain an effective communication with your staff for a correct configuration of the RMM. The most important thing is not to desist in the search and investigation of all its functions.

What business problems are you solving with the product? What benefits have you realized?

With CW Automate you are managing all the computers in the corporate network, with these tools we can generate the necessary scripts for routine tasks in an optimal way. In general, it is very good to manage servers and workstations, backups and its alert system is very timely in infrastructure management.

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ConnectWise Automate review by Administrator
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"Terrible Support"

What do you like best?

I love the ability to use scripts to manage large groups of computers, and the monitors are very useful as well.

What do you dislike?

Documentation is sometimes lacking, and difficult to locate when it comes to very specific issues, and support is terrible. I put in a support request over 2 weeks ago, for what should've been a quick response. When I contact support they say a support engineer will get back to me, but they never do. Typically the only support they provide is to send a link to documentation. Which is fine, when it's the correct documentation. Sometimes it takes several attempts to get the correct documentation.

Recommendations to others considering the product

If support is important to you, evaluate some other products first.

What business problems are you solving with the product? What benefits have you realized?

We use Automate to manage and monitor many different client locations. It helps to monitor health and security and to implement changes to a large group of computers through built in and custom scripts.

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ConnectWise Automate review by Sean P.
Chaplain
Information Technology and Services
Small-Business
(2-10 employees)
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"Truely the best. You get what you pay for in life, we pay a little more for Labtech, but worth it."

What do you like best?

Amazingly powerful! The Scripting engine can do so much, and the monitoring is extremely customization. But those who need it working out of the box, the ignite package is the quick and easy way to go to get you running very quickly.

What do you dislike?

Support requests are a little slow for e-mail and phone calls, but their chat is great for little one off questions.

Recommendations to others considering the product

Remember you get what you pay for, many RMM's are free but there is a great deal of setup involved to get it running where it is really usable. Labtech has their ignite "out of the Box" setup which is pre-configured with almost everything you would need for most systems. Setup of additional monitors is very easy. The scripting ability is very powerful, but it does require some time investment to learn the scripting in's and out's. Once you get just some of the basics learned it opens up a world of possibilities.

Labtech is constantly finding minor bugs and resolving them, and pushing the updates out to the partners. Which makes it easier to not worry about flaws. Initial support requests after your setup can take a day to get processed into an engineer, but their engineers are some of the most friendly and easy to talk with people. It's always a pleasure to work with them when we need to.

What business problems are you solving with the product? What benefits have you realized?

Name a Problem and we're trying to solve it for a client. Something that several of our clients like is the ability to put self help options into place for them. They click on our Company tray icon, select the self help menu option and can select customized self help options. From re-mapping their main network drive to downloading and installing software onto systems when employees switch workstations. Fewr calls to us, and happier clients.

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ConnectWise Automate review by Donovon C.
Service Desk Analyst
Information Technology and Services
Mid-Market
(51-200 employees)
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"One tool to rule them all! "

What do you like best?

LabTech seemingly grows in importance and vitality every update. It allows complete control of your companies resources, from computers to servers and nearly everything in between. Scheduled commands give you access to powerful scripting engines that make repetitive tasks as simple as a right click. Auditing and reporting are built in and it is now easier than ever to manage your company's resources.

What do you dislike?

With so many features, there are always going to be some bugs. Especially in an application with such a large scope. We've had issues with certain scripts not always running successfully, especially post upgrade or update. From time to time the screen connect ad on will require a re-install on a client machine. An agent will require a force update. Some minor bugs, but nothing that is completely unusable.

Recommendations to others considering the product

Give your implementation team adequate time to familiarize themselves with the software before rolling it out. We have a dedicated person who's job is primarily to ensure that LabTech and over vital systems are up to date and performing correctly. This has been vital knowledge to have when asking training related questions, and has provided me with the tools needed to expand my own use of the software. Additionally, it is helpful to look into the integrations available with LabTech. There are so man, such as the Shadowprotect integration, that really make the software invaluable.

What business problems are you solving with the product? What benefits have you realized?

We are able to use Labtech to manage patching for servers and desktops, monitor backups, monitor server uptimes and alert us when servers or sites go offline. We are able to install software simply by installing the agent and moving the computer to the correct container. We have been able to report on the software installed or the resources available for a client on the fly. We are also able to provide our clients with services such as detecting changes in a file system via LabTech ticketing.

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ConnectWise Automate review by David T.
Systems Administrator
Information Technology and Services
Mid-Market
(51-200 employees)
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"LabTech Review"

What do you like best?

LabTech is a lot like other managers of this sort, but the thing I like most about LabTech is that once it is set up it is easy to see all the computers on the network at once and connect to them. It looks very forward once it is set up but there are a lot of hidden intricacies below the surface.

What do you dislike?

I dislike that LabTech is not very upfront about how to get everything setup and deployed. The patching could be a lot more straight forward than it is. Also, when used in conjunction with screenconnect the deployment tools can be confusing to use depending on the size of the organizations or are trying to deploy to.

Recommendations to others considering the product

If you are in an environment where you can stick to just using SCCM; I would just do that. We don't really use the ticketing functions of LabTech so I can't really speak to how it works there.

What business problems are you solving with the product? What benefits have you realized?

LabTech can solve a lot of business problems; we are currently using it to manage almost all of our clients workstations. It can be used for a lot more than this, but we feel this is what it excels at.

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ConnectWise Automate review by Sam C.
System Admin
Small-Business
(2-10 employees)
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"Great Product"

What do you like best?

This product is very robust. It does what we need and much more. The control and maintenance levels we have with our client machines is great. One of the best things is the way Connectwise is bringing in all types of companies to integrate with their products.

What do you dislike?

Keeping up can be a bit of a challenge. One of the best things with them constantly updating and improving can be a bad thing at times because things are always changing.

What business problems are you solving with the product? What benefits have you realized?

We are able to remotely manage a large number of clients with this product. We are able to script and automate many manual tasks that we were having to do with our previous product.

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ConnectWise Automate review by Martin W.
IT Technician
Mid-Market
(51-200 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Manage Client Base Easily"

What do you like best?

I like that ConnectWose Manages easily integrates with other applications that we are currently using. This application helps us seemlessly manage Client information and issues that are submitted by phone and email. I highly recommend this software to all MSPs.

What do you dislike?

Sometimes it is not clearly stated on what is needed to do to get a workflow properly set up to keep a ticket being touched.

Recommendations to others considering the product

This application is a very fast RMM and monitoring tool.

What business problems are you solving with the product? What benefits have you realized?

We can easily manage Client information, contacts, contracts, configurations and tickets for all clients.

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ConnectWise Automate review by Administrator in Information Technology and Services
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"Amazingly powerful RMM tool"

What do you like best?

This product allows you to do so many different things and Taylor fit it to any need for any kind of company that needs a remotely managed product

What do you dislike?

Along with it being so powerful and having so many options I feel like the interface could be a lot more user-friendly because of how many different things you can do with this product it would make onboarding and managing much easier to have a better interface

Recommendations to others considering the product

Make sure you set it up right in the beginning, use the "free" session time with a connectwise rep on implementing and setting up your system, if done correctly you won't need to do very much tweaking to the system afterwards and the system will essentially work for you. You can set up systems create an alert which generates a ticket if a service stops running, and apply a script to start the service back up and close the ticket on its own!

What business problems are you solving with the product? What benefits have you realized?

This product allows me to remotely manage maintain and react to any kind of issues, provide updates and remotely access workstations. After initial setup of management this product essentially works on its own for patching antivirus and Remote Management. One of the nicest features is all of the different software that integrates with Automate, Webroot can be managed directly through the Automate client screen. It is just a very well put together product that is taking our company to the next level.

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ConnectWise Automate review by Robert L.
Analyst
Computer Networking
Mid-Market
(51-200 employees)
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"Very nice software, very aggravating technical support"

What do you like best?

I do like the metrics that the solution provides. Nearly everything you can think of is covered for stat gathering.

Remote connecting with Screenconnect also is fairly impressive. Rarely have I seen lags like other remote control software.

The new reporting feature is also quite nice, even better then the original built-in reporting tool

What do you dislike?

Biggest thing I dislike is the wait for support. Sure, you can call the 800 number for support, but you talk to 'dispatch' which they 'can' create a ticket, but they 'strongly recommend' that you start a chat session.

So, you start a chat session and even if you're #1 in line, you can still have a 30 minute wait. If there's more than four people in queue, you can be waiting in chat for over two hours. Fine and dandy if you have the time, but when I'm on a client site and I run in to a problem, I don't have hours to spend waiting for a solution, I need answers asap.

Since December 2015, I've been told the same excuse from any of the 'dispatch' call takers (we're extremely busy....we are cross training...etc

IMHO step up and hire the staff or even outsource it

Recommendations to others considering the product

If technical support is high on your list, consider one of the competitors.

Do take the training for Labtech and follow that up with any additional training you might want.

What business problems are you solving with the product? What benefits have you realized?

Complete network monitoring for my clients. In one case I was able to rebuild a server even though my client didn't have product keys handy because the software was able to capture the product key for the OS and for SQL Server. In the end we found the original product keys and they matched.

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ConnectWise Automate review by Ken W.
VP of Service Operations
Information Technology and Services
Small-Business
(11-50 employees)
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"Lab Tech Experience"

What do you like best?

I love the ability to handle many administrative tasks either via scripting, or behind the scenes without interruption the end user.

What do you dislike?

We have had some issues with updates changing some of our customizations. This usually requires engaging LT Support to resolve this.

Recommendations to others considering the product

Sign up for a trial.

View the webinars.

Engage with a partner that is using it.

The amount of features that it offers can be overwhelming at first - be patient.

Go to Automation Nation and meet other users and the development team.

What business problems are you solving with the product? What benefits have you realized?

Patch Management, Anti-virus monitoring/updates, Rapid Response to off-line servers, monitoring at a very granular level - CPU temperature.

There is so much that LabTech can do automatically, that it frees up our engineers to handle more serious issues. Because 90% of our trouble tickets can be handled remotely, we can have our engineers being more productive, rather than driving from client-to-client.

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ConnectWise Automate review by Daryl C.
Owner
Information Technology and Services
Small-Business
(2-10 employees)
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"Daily opperational tool that is opened after Outlook and ConnectWise."

What do you like best?

I started with LT back in late 2009. There has been some growing pains along the way but it I tool that I rely on day after day.

What do you dislike?

Not withstanding LT 11...referring to LT 10.5 and before...just have not had any time with 11 yet.

While LT is the best RMM tool that I have tested it does not seem that it was well throughout prior to execution.

Specifically what I mean by that is that it seems to be more like a work in progress. New features get added while some of the older clunky stuff still lingers.

Recommendations to others considering the product

Take MORE time in the beginning to get it setup right the first time. My granddad always said, 'If you do not have time to do it right the first time...when will you have time to do it over again." This is absolutely my biggest mistake with LT...I did not triple the time needed to implement correctly the first time...and have never gone back.

What business problems are you solving with the product? What benefits have you realized?

LT takes a lot of the day to day items (Windows Updates, some third-party app updates, AV etc and automats it so I spend resources on other things.

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ConnectWise Automate review by Administrator
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"Great Software---Hate Commercialization though"

What do you like best?

Its amazing what Connectwise has done with this software. The fact that I can have 40 locations and manage everything in one portal, from the helpdesk to the assets, to the policies implemented, its an amazing software for that piece.

What do you dislike?

Truly, the only thing I don't like about ConnectWise Automate is that the software has been commercialized even more since ConnectWise purchased/combined with Labtech. It was always great feeling like we were part of something "up and coming" but now its just huge and never-ending it feels like.

What business problems are you solving with the product? What benefits have you realized?

We solved our lack of company-connectedness by implementing ConnectWise. We were able to make all of our locations feel that headquarters hadn't forgotten about them and their IT needs. Tickets were responded to in a timely manner, necessary visits to these sites could be justified by the amount of interaction each site was having, as well as being able to set one person as the main contact at each site, was a great additive.

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ConnectWise Automate review by Alex F.
Managing Partner
Information Technology and Services
Small-Business
(2-10 employees)
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"Clunky, Complicated, and Powerful"

What do you like best?

You can customize the heck out of Labtech.

This gives you a base monitoring platform to let you know what is happening on networks that could be half the world away.

What do you dislike?

You MUST customize the heck out of Labtech.

Their out of the box experience and basic design has been flawed by their acquisition by ConnectWise, and the mentality that "everything is a ticket". This creates so much noise that you can't tell the good from the bad. The Dev's are swayed by "how many things can we find and put on a dashboard to make it look like our software does lots of stuff" instead of delivering critical information clearly and quickly, backed by less important historical trend data in a more efficient place than your ticket system.

As a long time Labtech client, we spend way too much time just fighting the noise that the system creates...

Recommendations to others considering the product

Make sure you have the man-power to dedicate a resource to LT, and a training budget to get that person up to speed. This product costs more than the monthly fees. It's also very complex, and support can be spotty depending on who you get on the other end of the phone.

What business problems are you solving with the product? What benefits have you realized?

Labtech gives us a suite of very powerful tools, as well as a deployment engine for our own custom scripting...

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ConnectWise Automate review by Stana S.
Owner
Computer & Network Security
Small-Business
(2-10 employees)
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"Preferred RMM"

What do you like best?

Ability to view information about systems without logging into them. Integration with ConnectWise

Auto remediation of some issues.

Reports to clients are quick and easy. I have clients ask for asset summaries often and it take about 3 click and I have a PDF to send off right away.

What do you dislike?

High learning curve. First used it mainly for remote access which was a waste of money but after spending more time learning the software we have improved upon the use of Labtech

Recommendations to others considering the product

Since ConnectWise purchased Labtech it is improving all the time. It is a much more mature product that it was even a year ago. We have looked at other products and have considered running them along with Labtech but I think Labtech is going to stay our foundation product for RMM

What business problems are you solving with the product? What benefits have you realized?

Monthly billing count of workstations is now accurate. Increased revenue by having good counts of workstations. Less manual work by engineers as we are scripting more actions all the time.

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ConnectWise Automate review by User in Information Technology and Services
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"Automate Saving one computer at a time. "

What do you like best?

The remote tools are the best. I can do anything from remote sessions to editing the registry remotely.

What do you dislike?

Depending on your level of access you have to go through a bunch of menus to get where you want to go. It will not keep you from editing the Registry, you just have to go though a bunch of sub menus to do it. While people with higher access only need to right click

Recommendations to others considering the product

Make sure to give permission to Agents that will allow them ease of use to get to what they need.

What business problems are you solving with the product? What benefits have you realized?

Remote management. We have a lot of remote and mobile machines.

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ConnectWise Automate review by Christopher M.
Information Technology Consultant
Information Technology and Services
Mid-Market
(51-200 employees)
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" Good RMM Tool for Your MSP"

What do you like best?

I've worked with Kaseya in the past and while there are a lot of similarities I think the user experience and ease of use is better with LabTech. The price point on LabTech is better and they have put more of an effort to add more features as of late.

What do you dislike?

Even though they make strides with new features it always feels like a struggle. They are really good for a while and then they seem to get complacent and no new features are delivered for a bit. I had the same experience with Kaseya at different times. Maybe I just have strong expectations for a major tool in my business.

Recommendations to others considering the product

Do your research. Labtech may be right for some organizations but not others. Make sure their R&D roadmap fits with what you are looking to accomplish. For us, they allowed us to be scalable without large capital investments.

What business problems are you solving with the product? What benefits have you realized?

This is our main line-of-business tool. It allows us to remotely monitor, manage and remotely connect each of our clients' endpoints from a central tool. This allows us to be effective in our service to our clients.

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ConnectWise Automate review by MJ S.
Chief Technology Officer
Information Technology and Services
Small-Business
(11-50 employees)
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"Labtech Review"

What do you like best?

Depth and strength of capabilities. LabTech allows us to deliver on our proactive service promise by alerting our team to issues that may impact a customer before they know about it. The depth of the technology also allows for detailed information on the infrastructure and robust integrations and scripting to automate as much as possible.

What do you dislike?

Can still be a bit tough to navigate. The interface is sometimes not as responsive as it should be and that negatively impacts user productivity at times.

What business problems are you solving with the product? What benefits have you realized?

We are able to do more proactively leveraging the automation capabilities of LabTech. It helps us be as efficient as possible and the tight integration with ConnectWise is excellent. We are able to properly alert and respond to developments that may negatively impact a customer. We are also able to gain a very deep view into the customer infrastructure.

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ConnectWise Automate review by Celestino F.
NOC Technician
Information Technology and Services
Small-Business
(11-50 employees)
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"Connectwise works pretty well."

What do you like best?

The ability to connect almost instantly to client computers/server is amazing

What do you dislike?

The new interface is clunky and looks to be built for tablets. We force it to load the old interface which has more information at a glance.

Recommendations to others considering the product

I use this software on a daily basis to monitor our many clients and their servers, desktops, and other network devices. The ability to create scripts that will auto-trigger when specific events emerge makes it that much more beneficial.

What business problems are you solving with the product? What benefits have you realized?

The ability to build custom scripting for specific issues had cut troubleshooting/repair times way down.

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ConnectWise Automate review by Jesse R.
Oncall Product Owner
Information Technology and Services
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"Labtech... for Windows XP?"

What do you like best?

Reliable platform. Incredibly feature rich. Very mature. LabTech is very impressive and can do just about anything you could expect of an RMM platform. Brandable Agent. Extensive knowledge base.

What do you dislike?

Not intuitive. Significant learning curve for new users. Obviously a Windows NT era platform, It felt dated Even after hours of training and some deployments, the team was still looking for support and trying to figure out how to access all of the features that were presented to us during the sales demo. It would be wise to review some of the newer platforms available before making a decision.

Recommendations to others considering the product

There are other platforms available that are simpler to use, feature adequate, and cost effective. Take a look at Naverisk, Atera, and SolarWinds. Whichever platform you choose, be sure to keep a close eye on projected costs and be sure you can brand the help agent icon.

What business problems are you solving with the product? What benefits have you realized?

RMM I.T support for education and small business. This allows us to provide our clients with a Proactive solution, instead of a Reactive one. Also allows us to be much more responsive. Our clients are very fond of the "agent". (We refer to it as the "Help Button")

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ConnectWise Automate review by Consultant in Information Technology and Services
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"Labtech - MSP use"

What do you like best?

Ever since they integrated screen connect into the application over the vnc redirector, productivity at our company has gone up. I also like how we are able to leverage screen connect as a one time use from our help portal

What do you dislike?

I dislike the tiles and new GUI they have included in the latest update when you double click on a workstation . The legacy panel provides us with concise information and is a lot snappier. The new GUI tends to lag a bit when you select your endpoint

Recommendations to others considering the product

Labtech is the best rmm tool I've used. I would suggest you spend the time and have an employee learn to script in LT. Also, if you are hosting this offsite in your colo, make sure your collocation has no issues with their services. We've been ddos'd in the past and it made the product unusable.

What business problems are you solving with the product? What benefits have you realized?

Labtech is very robust, it assists us with ticket creation and reporting into connectwise. It also helps us manages our patching schedules for different clients and we are able to script out changes to multiple clients on the fly. It is a great tool for any MSP to have.

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ConnectWise Automate review by User in Information Technology and Services
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"Great Tools for business"

What do you like best?

It is nice to have so many tools together when working with customers to resolve issues. Easy to tie records together for billing, customer contacts, scheduling and on and on.

What do you dislike?

Do not like that the direct email back to the contact is not easily readable in the tickets. Have to email as part of a time entry for the information to show in the notes thread.

Recommendations to others considering the product

Getting the proper setup and configuration for your environment will help in the long run. Do not rush to get something out but really think about what you want the tools to do for you.

What business problems are you solving with the product? What benefits have you realized?

Primary work with customers to resolve reported issues. Tracking of the customer trends and repetitive issues are easily identifiable through the tools

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ConnectWise Automate review by User in Apparel & Fashion
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"A great tool - if given the wings to fly"

What do you like best?

The ability to quickly see all of our systems across multiple locations is a tremendous advantage. Integration of ScreenConnect as a tool to remotely assist users is a daily function that has been an invaluable resource. Ability to send remote commands, including scripts and restarting of hung services, makes quick and easy work of resolving most user issues.

What do you dislike?

Massive restrictions put on us by the vendor. We have limited access to do anything other than add clients (through a script) and do some remote control of users. We can't run reports, move devices between groups, or use software patching tools.

Recommendations to others considering the product

Be sure to get full access to all tools. Having a vendor restrict functionality severely hampers its benefits.

What business problems are you solving with the product? What benefits have you realized?

Provides a central location to view and manage all of the systems in our company. Quickly allows remote control and trouble-shooting of remote systems.

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ConnectWise Automate review by Keith R.
Medical Doctor
Computer Software
Mid-Market
(201-500 employees)
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"Preferred Software "

What do you like best?

Being able to easily access information about systems without having to enable logging. It also alows for quick and efficient reporting to our clientele.

What do you dislike?

It's a very complex program that does require some time to get used to. It has a grand multitude of features which make it very worth it in the long run.

Recommendations to others considering the product

Very reliable with constant updates and a very lively support. They are very accurate and can always be depended on.

What business problems are you solving with the product? What benefits have you realized?

Because it is always getting updated, it's found to be quite reliable as a RMM. It has the integrity of a matured and reliable program so it can easily be depended on and it also easily can run along side other products.

It solves the problem of inaccurate billing cycles which continually becomes a persistent issue with other products.

Response from Lesley Meunier of ConnectWise Automate

Hey Keith, thanks for the review. ConnectWise Automate (formerly LabTech) can be a little overwhelming due to the robust offering of features. But we are glad to hear that you have mastered it!

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ConnectWise Automate review by Administrator in Religious Institutions
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great tool but not intuitive"

What do you like best?

I enjoy the robust options available for managing multiple networks across various different locations and keeping them organized properly

What do you dislike?

It is painfully unintuitive. Even after taking the Connectwise educational videos, support is constantly needed for tasks that would seem easy to navigate but simply aren't.

Recommendations to others considering the product

Make sure you get a robust support package or be faced with an uphill struggle to implement the product effectively

What business problems are you solving with the product? What benefits have you realized?

We are able to monitor and do automated patching, system cleanups, and updates to a variety of machines across a variety of network models.

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ConnectWise Automate review by Administrator in Computer Networking
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"Great Program"

What do you like best?

This software makes it easy to automate the maintenance and alerting for all our client's systems.

What do you dislike?

Maybe too much to go over. There is a lot of research needed to make it work just how you would like

Recommendations to others considering the product

Make sure you do the online courses available otherwise it is much harder to know the inner workings off this software

What business problems are you solving with the product? What benefits have you realized?

Keeping all the client's PCs up to date. It is important to make sure they all have the latest software updates and without a centralized software to monitor and update them it would be difficult to do it by contacting each client on a regular basis and getting connected to run the updates.

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ConnectWise Automate review by Taylor H.
Office Assistant
Construction
Mid-Market
(51-200 employees)
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"Works some of the time"

What do you like best?

The fact that you are able to remote into other systems and being able to troubleshoot remotely is extremely helpful

What do you dislike?

The fact that it doesn't work very often. More often then not a system will say it's not connected to labtech even though the icon is in the system tray.

Recommendations to others considering the product

Definitely take a moment to review the product and see if this is the right fit for you. It does its job well in making sure you're able to remote into others desktops but my main issue is that it doesn't work all of the time which can be frustrating and frustrating to our end users we try to support.

What business problems are you solving with the product? What benefits have you realized?

I resolve customer issues by troubleshooting any tickets they may have and use this software remotely to assist in this process.

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ConnectWise Automate review by Michael Y.
Systems Analyst
Information Technology and Services
Mid-Market
(51-200 employees)
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"Great software - does a lot of things well"

What do you like best?

Automate (we know it as Labtech) provides a great all in one type of software to manage your client computers and servers.

What do you dislike?

There are sometimes speed problems, which isn't a huge drawback since that's expected, but a faster product definitely would be nicer.

Recommendations to others considering the product

Definitely a strong software. Takes some getting used to, but is very powerful and convenient.

What business problems are you solving with the product? What benefits have you realized?

The biggest benefit is going to one place to remote into a wide variety of computers.

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ConnectWise Automate review by Administrator in Information Technology and Services
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"Best RMM tool out there"

What do you like best?

Labtech is a great RMM tool that is fully customized. If you want to take automation to the next level you can with the use of monitors and scripts for remediation pf many different types of issues.

What do you dislike?

Not many things to dislike because the company listens to its customers and gives us what we want. The only downfall of Labtech is SNMP monitoring.

Recommendations to others considering the product

Labtech is one of the Best RMM tools that I have had the pleasure of using in the MSP market. I have tried several others out there and this one is by far the best and most customizable to fit your needs.

What business problems are you solving with the product? What benefits have you realized?

This is our RMM tool that allows us to monitor and respond to most clients needs before they know there is an issue.With a little bit of work you can automate most of the common issues to be auto fixed so you can focus on the larger issues for your clients.

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ConnectWise Automate review by User in Computer Networking
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"With Lots of Effort and Customization, Labtech can be amazing"

What do you like best?

The overall power and scripting flexibility are head-and-shoulders above the competition.

ScreenConnect bundled with each agent is a nice touch and much better than the old VNC / RDP remote control features. Being able to make changes, run scripts without bothering the currently logged in user...

What do you dislike?

maybe it's just too flexible, too powerful, but it's proven challenging to get tweaked to the level we expected it would be out of the box. I have reverted and reinstalled with the promise that it would be better, less convoluted, but wind up at the same point... The latest 2 update versions have made great strides in quieting down the noise, while still giving useful notifications.

Recommendations to others considering the product

Be prepared to spend lots of time implementing this solution. It requires careful consideration when planning alerts and notifications. If you are integrating with ConnectWise Manage, you can adjust the type of tickets generated in Manage, be sure to do that..

What business problems are you solving with the product? What benefits have you realized?

Managing a large number of hosts, notifying on system down / software updates, malware, etc.

Response from Lesley Meunier of ConnectWise Automate

Hi there. We are sorry to see that you are not fully satisfied with Automate. Can you email us at SocialMedia@ConnectWise.com, so we can discuss this further?

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ConnectWise Automate review by David B.
Service Coordinator
Information Technology and Services
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"Powerful Management Tool"

What do you like best?

All the information we can get for any machine at any customer.

What do you dislike?

Automate is a very slow loading program. It's not visually appealing either.

Recommendations to others considering the product

Need to fix loading speeds.

What business problems are you solving with the product? What benefits have you realized?

Quick access list to any machine. We use it to deploy software and updates. Use 3rd party integration to get more assistance as well.

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ConnectWise Automate review by David K.
Central Services Manager
Information Technology and Services
Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Connectwise Automate"

What do you like best?

Ease of use. Screen Connect is a complete game-changer. Being able to deploy Automate, Webroot, and ScreenConnect automatically is amazing.

What do you dislike?

Support can be a little slow to respond if it's anything above the head of the first line support.

Recommendations to others considering the product

Get certified

What business problems are you solving with the product? What benefits have you realized?

Automation so we don't have to do the same tasks over and over again.

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ConnectWise Automate review by Administrator in Information Technology and Services
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"Useful in the IT service world"

What do you like best?

We run our custom client made for our customers so we can distinguish each computer identified by company and Mac.

What do you dislike?

We would like to easily find computers that we need to use much faster.

Recommendations to others considering the product

ConnectWise Automate can help you do the job that needs to be done. Especially if you are a person that does IT services for other clients.

What business problems are you solving with the product? What benefits have you realized?

We get to help clients with their Windows problems.

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ConnectWise Automate review by Administrator
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Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Automate Discovery, management, patching, monitoring and aoutomation your business"

What do you like best?

With everything centralized in one location and clear visibility into everything, Manage makes it simple to run a business better.

What do you dislike?

Anyone should consider the automation benefits of a solution that will grab existing data, assemble it, complete it, and make the entire process unbelievably more effective in your business

What business problems are you solving with the product? What benefits have you realized?

We currently deploy this tool to all clients and monitor and report any event that may occur on the PC

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ConnectWise Automate review by Derek S.
Service Manager
Information Technology and Services
Small-Business
(11-50 employees)
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"One of the best tools that keeps getting better"

What do you like best?

Ability to mass deploy customized scripts. Monitor extensive features of and roles of servers and workstations. Quick, reliable remote desktop connections. Automation of mundane tasks including Windows Updates and scheduled server reboots.

What do you dislike?

Inconsistent assistance from dedicated support. Upgrades often "break" well-working features with esoteric solutions. Classic software idiosyncrasies especially during re-installation of package on existing machines.

Recommendations to others considering the product

Great tool for MSPs, highly recommend and investing in tool with dedicated in-house person for innovation.

What business problems are you solving with the product? What benefits have you realized?

It is truly an amazing tool for monitoring and remote desktop support. Extremely high level of customization and scalability. Extremely efficient tool and easy to deploy and manage.

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ConnectWise Automate review by Martin M.
Cloud Project Manager
Information Technology and Services
Small-Business
(11-50 employees)
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"The best ticketing system! "

What do you like best?

ease of access, easy to learn. keeps ticketing and inventory organized neatyl

What do you dislike?

slow loading sometimes. When reinstalling, takes a while to clear the cache to get it running again.

Recommendations to others considering the product

a little pricey but a lot of modules you can add to make your life easier!!

What business problems are you solving with the product? What benefits have you realized?

keep track of client issues, keep projects organized, running reports for how we are doing

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ConnectWise Automate review by Consultant in Information Technology and Services
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"LabTech Software Review"

What do you like best?

The automated software patching features of this application work very well. The ability to monitor workstation and run reports on the hardware and software platforms and match those to current releases and patch levels work very well. Also the customization of the software allows you to optimize for your company and customer base.

What do you dislike?

Many of the remote support tools such as VNC and RDP work poorly. These create slow and inconsistent connections. The inventory views can also become difficult to navigate and typically require a great deal of time investment to be properly managed.

What business problems are you solving with the product? What benefits have you realized?

The application helps to bridge the managed service gap for maintaining support and inventory of customer resources. The remote support tools, while inconsistent, provide a medium for connecting to and supporting remote devices.

Helpful?