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

In terms what function Automate is capable of just about anything you'd want it to do.

Inconvénients

The functions it has all have there own quirks and nothing ever seems to work quite the way you'd want it to. Setup and configuration is daunting.

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

Very customizable, we create a lot of our own scripts to do custom things for clients.

Inconvénients

Uses MySQL DB, would prefer MS SQL. MySQL can be a beast to manage.

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

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

Inconvénients

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

Avantages

The inclusion of ConnectWise Control is the single greatest part of using ConnectWise Automate. It is amazing.
The scripting features are very good. The ability to create custom processes is exceptional.

Inconvénients

The ability to monitor and manage network devices is not good at all. Automate struggles to manage devices across subnets that other platforms seem to be able to do with ease. So bad that we had to bring in Auvik to do this task. It was money we would have rather just spent with ConnectWise.

Reporting is also a disappointment. The included reports are very simple and not geared toward a C level. They are also not easy to build or manipulate.

Avantages

Really esay to use and nice to have bells n wisle

Inconvénients

Hard to first configure but as soon its done all good

Avantages

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

Inconvénients

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

Avantages

If you can imagine it, you can do it. It really does have all the tools to do whatever you desire remotely. You can access almost any aspect of a managed machine without even interrupting the end user. The built-in ignite monitors are pretty amazing on their own.

Inconvénients

It can be incredibly slow at times, you have to have a lot of patience. The script editor being object and mouse based is very clunky, I'd prefer to learn the syntax and just type it all out, but that option isn't readily available in the GUI you have to dig into the guts to do that. If you use ignite monitors you'll need to parse out the noise they create for items you don't want to be notified about. Integration with Connectwise Manage is still a bit quirky but it works.

Avantages

I like that when it works, some of its features like remote connectivity, accessing cmd without controlling the user's screen, and scripts make my job easier.

Inconvénients

Once every other week I have to uninstall and reinstall the control center app to get it to load on my screen. I can log in, it will hang on "Building Searches" and disappear. The only fix I've been able to find is uninstall and reinstall, and I have to do that at least twice a month. The rest happen often despite multiple uninstall and reinstalls: Locks up in the middle of a job. Crashes in the middle of a job. Sometimes hitting control does nothing and I have to reboot to get it to work. Scripts also will work when they feel like working. 75% of my time, I have to use the online version because the desktop version is just way too buggy.

Avantages

Screenconnect - A real asset to the platform.
Scripting
Tunnel options - Can tunnel into your customer network using the agent.
Powerful Automation and patch management

Inconvénients

Complex
Growing expense
Out of date knowledge base / manuals.

Avantages

The remote control product is quick and works. The desktop version still provides the best daily interface over the not finished web version.
The extra data fields do provide us with easy to access information.

Inconvénients

The product is slow and complicated. The new web version is just another overlay of the main product and database. This web version is not nearly complete, which has been worked on now for years.
Most parts of the product are complicated to setup, when you go to the University of connectwise to find the information, often it is lacking.

Avantages

This is a good product to deploy for Manage Service Providers that need remote monitoring and some self-healing capabilities.

Inconvénients

The learning curve is very step. While initial training is provided, its takes a lot of time investment to get the most out of the software

Avantages

There are tons of features in this software. It provides a console interface with verbose information that allows a tech to do quite a bit of troubleshooting before having to remote onto the computer. You're able to run commands from CMD, view mapped drives, view/add local user accounts, and more. What I also like is, after establishing a connection to the computer remotely, you can also close the console window without having to close the remote session window.

Inconvénients

Some info in the console can be hard to find because there is just so much information. There are two features I feel are missing from the console though:
1. The ability to view and edit the registry from the console.
2. The ability to view the file system from the console.

Avantages

The way we can log tickets and users can create tickets easy to read and go through

Inconvénients

Not much customisation across the platform or colours

Avantages

ConnectWise Automate empowers users to perform generally complex tasks such as patching and monitoring with ease.

The scripting engine is extremely powerful and allows anyone with zero to little programming knowledge to perform automation tasks.

Inconvénients

ConnectWise has yet to realized the world is moving to the cloud. Monitoring servers is no longer important, cloud services are.

There is no cloud awareness in the system, which is going to force partners to pilot to other systems.

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.