Connectwise Automate Review

Connectwise
Product:
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Founded:
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Connectwise Automate
Connectwise
1982
Tampa, FL
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Free Trial:
Private
7,500
Cloud
No

Connectwise Automate At A Glance

Good: Streamlined monitoring and other workflows, increased end user satisfaction, patch management on third-party applications.
Bad: Constant technical issues, customer support not timely in their responses, learning curve for new users.
Bottom Line: Software that continuously monitors an organization's entire infrastructure and proactively fixes issues.

Product Overview

Connectwise Automate is a Remote Monitoring and Management (RMM) solution that automates routine IT tasks, so users can focus on more critical or strategic needs. It monitors the organization’s entire network, including devices and servers, and it applies fixes proactively before end users find them.

Some benefits of this software include:

  • Streamlined workflows
  • The ability to accommodate remote teams
  • Improved client satisfaction

Connectwise Automate integrates with the vendor’s other solutions, such as Connectwise Manage (help desk/CRM) and Connectwise Control (remote support software).

Features

Here are a few key features of Connectwise Automate.

Automation – The software automates both simple and complex tasks, such as desktop and server management, administrative tasks (e.g., generating passwords, emailing reports) and out-of-the-box script functions.

Asset discovery – With this feature, Connectwise Automate scans all devices and other assets on an organization’s networks and detects any suspicious changes (e.g., malware, breaches). It offers both agent and agentless asset discovery, and it can automatically generate the agent deployment process for various endpoints.

Endpoint management – This feature has two main components: Computer Screen and an Integrated Virtualization Manager. The Computer Screen feature provides over 100 out-of-the-box commands, so users can combine and convert simple commands into automation. The Integrated Virtualization Manager has six commands for agentless infrastructure management of the Hyper-V and VMWare machines.

Network monitoring – Connectwise Automate provides preconfigured alerts, and users can add in their own custom alerts, too. It also monitor remote sessions and provides reports metrics like specific end users that are connected remotely and the length of each remote session. The software can also record remote sessions by video for auditing purposes.

Patch management – This feature audits, documents and applies patches to third-party applications, such as Adobe Flash, Microsoft Skype, Firefox and Google Chrome. Users can set up and configure the patch management for each application, and the software can then monitor the app daily for any threats and apply patches. This way, end users/clients won’t have to worry about any threats.

IT service firms can offer patch management as a service to their clients to generate revenue, and if they integrate Connectwise Automate with their Professional Services Automation (PSA) software, they can bill their clients directly for this service.

Target Market

ConnectWise Automate targets IT services companies (also known as Managed Service Providers or Technology Service Providers). We’ve listed several of its clients below.

  • Breakwater IT
  • Clark Integrated Technologies
  • Doberman Technologies
  • Innovative Computing Systems
  • Integrated Computer Systems Support
  • Mirus IT
  • Syrex
  • Techvera

Implementation/Integration

ConnectWise provides custom implementation packages that fit an organization’s requirements, such as onsite or remote installation. Clients can also participate in Connectwise University to learn more about the software and IT best practices.

Customer Service & Support

Users can submit ticket requests, as well as contact support by email or chat. There’s the IT Nation community forum where users can network with IT peers and thought leaders. IT Nation also has online and in-person events, trainings and conferences. ConnectWise offers optional premium support packages with 24/7/365 support, a dedicated Customer Relationship Manager and faster response times.

Pricing

Connectwise Automate has custom pricing that’s based on a client’s needs. Please contact the vendor directly for a quote.

Shortcomings

Some users have mentioned that Connectwise Automate constantly crashes and that customer support is not very timely in responding. It can also have a learning curve for new users due to its robust features.

Screenshots

Connectwise Screenshot 1
Connectwise Screenshot 2
Connectwise Screenshot 3

About

ConnectWise’s mission is to help Technology Solution Providers (TSPs) achieve their goals. It started out as an IT service provider and has evolved into providing a market-leading software platform. ConnectWise’s portfolio include help desk support, proposals, billing, security management, remote monitoring and more.

The vendor has received numerous accolades, such as ChannelPro-SMB’s 2020 Best PSA Vendor for its ConnectWise Manage software and the Top Ranking Vendor in CRN’s 2019 Vendors Report. It’s headquartered in Tampa, and has offices in many other locations, such as Boston, London, Sydney and India.

Send feedback or corrections to feedback@betterbuys.com.

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