ConnectWise Automate Review

Saves us a lot of time and money; some issues with menu loading

What is our primary use case?

Our primary use case of this solution is for managing systems, being able to see them online and offline. I use the solution as a shortcut to ConnectWise Control, because the way our permissions are set up in our actual ConnectWise Control portal, our internal systems can't be reached. I need to use Automate in order to control my system at the office if I need to do something inside the company LAN. I'm the VoIP network engineer at InfiNet Solutions.

What is most valuable?

The automated scripts feature means that we can set up for a lot of different things and they have reduced tech input drastically, in the sense that a task only needs to be done once instead of 100 times.

What needs improvement?

I have issues with the menu, a lot of the time it doesn't load properly on initial login and I have to refresh and reload everything before I can actually search through agents. It can just sit there and spin on you at the initial login. I know we get some false positives at times, where things report offline and then when we connect to them with control they're connectable. They're definitely online, the agent just fails to report sometimes. I don't know the specifics of why it does that.

For how long have I used the solution?

I've been using this solution for almost four years. 

What do I think about the stability of the solution?

The stability is okay. There's random stuff that we find all the time, just like with any software. You can always find something if you look hard enough. The main issues that we've had as far as bugs or glitches go are related to other things, like when an AWS stack went down and it knocked out our sign-on server, cutting access for four hours until we were able to actually manipulate some code in their database to stop accessing that sign-on server and allow us to use the local log-ins we used to use. That's more connected to the ConnectWise as a whole, not Automate.

What do I think about the scalability of the solution?

The solution is scalable to any size you want to scale it to. We currently have 15 techs using it. These are level one, two and three service technicians.

How was the initial setup?

I can only comment as a user where it's just a matter of logging in because everything has been created on the administration backside. There's not really much setup at all that I go through as an end user.

What other advice do I have?

I would recommend exploring the features and the pricing model before purchase. It seems like a few years ago our pricing model was a little better than it is currently. I know there are solutions coming on the market with some pretty aggressive pricing models where you're paying on a per tech license rather than a per agent license. Automate is a per deployed agent rather than per tech so if we're 15 techs working on 3000 computers, it's a lot better to pay the tech license than the agent license.

I would rate this solution a six out of 10. 

Which deployment model are you using for this solution?

Public Cloud
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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