There is always room for improvement.

I haven't had any problems, and they're doing a great job, in my opinion.

They're doing quite well. In most cases, when we discover an issue, we report it to their engineers, who then schedule a fix. Normally, when we request something, I can see it happening within three to four months. 

This is a raw system. Of course, it has some flaws that could be improved. But, it's something that we will have to work with to get to the point where we need this, we request it and they do their best to make it happen.  

There is a lot of integration with other applications through Automate, and I believe they are working with all of the industry leaders to get the integration going. I am very pleased to be working with them.

The fixed client for Automate is slow. The web client is not very intuitive. It could use some updating and some thought around the UX. Also, with the scripting, I would like to see something where it could have third-party scripts already pre-built, and all you have to do is say, "Hey, I need this," and go load it. It's not as automated as I'd like it to be.

The solution needs to improve Event ID monitoring big time. They're behind the game on the other RMMs, and we support multiple RMMs. For instance Kayesa - the way they're doing event ID monitoring is local. ConnectWise has to ingest all of the event IDs and that equals large database growth and therefore nobody monitors those event IDs. That's a hurdle.

Scheduling of automation could be improved and made more simple. 

Obviously, performance across the board for everybody needs to be better. 

There are aspects of monitoring that are problematic.

Adding stuff that automates, and offering a better best practice out-of-the-box would be better.

The ability to control where the temporary folder is for automation and not having it in system 32 would be very useful.  

Maybe support for Python would be good, although that's not really even needed. The SQL's good already.

The solution could be better with not having to install a client locally, to be able to do the advanced stuff. If it was a totally web-based solution for instance. An engineer wanting to make changes and next-level automation stuff has to install a client locally right now. Removing that requirement and going full web, would be a good play.

I don't know whether it's a third-party provider, however, the reporting, et cetera, is not what I would expect. They offer their reporting outside that system. I would say that either it's not turned on or not configured. I don't actually have the licensing for that product. That's my MSP, however, in terms of what I'm able to see and what I could see, I would say that it really needs to improve on it. They need better visibility and reporting and alerts and different things.

They basically need reporting and transparent overviews and management of analysis tools and different things like history graphing. They could use some automated alerts particularly when we're talking about an MSP that might shoot over. It would be good if they could say "Hey, we've had a cluster of incidents," that would trigger our automatic updates. That would be really good.

The product needs to offer more integration with other tools. 

Their support needs to be better. 

The scalability on offer could be improved.

While it's a good tool, in the environment that I was using it there is a lot of customization required. If there's a bad implementation and excessive customization, you can run into issues. However, I have seen this with other tools as well. It's not unique to Connectwise. 

Maybe they could improve the capability to be multi-tenant. Mainly, on the part related to the process, the BPM part inside ConnectWise, we'd like to figure out how we can write the process inside in a way that can be correlated both inside the environment and outside of it.

In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be.

We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great.

The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly. 

Like most companies these days, they always change the GUI to some dumb-down version of tiles, which are more "user-friendly", but slows my team down in the end. We have requested a "classic view" with no fancy screens and colors. Just detail!

I have a problem with the reports available on the solution. I don't understand how to work with the reporting functionality. For example, when I want to give a report for a specific machine, ConnectWise doesn't seem to have this as an option. I'm not sure if I'm missing something, or if the reporting functionality is just poorly conceived.

In the future, it would be nice if they also had a Service Desk integration between ConnectWise Manage and ConnectWise Automate. Some tickets should be automatically created in Automate and then passed to Manage.

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.

There could be better linkages between ConnectWise Automate and Manage from a ticketing perspective. Automate and Manage each has its own ticketing system. We use the one in Manage, but it'd be nice if they were linked directly to the one in Automate.

Reliability: Open a computer window new screen and it's slow.

Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard.

It should have an Azure functionality because, at the minute, there is no Azure functionality we can automate. It is missing the Azure functionality out of everything. Other than that, it's great.

Because of the vast number of features, the software is difficult to navigate. Some features feel very hidden and hard to find in order to enable or disable them.

The project management needs improvement and there's a section of the product called "configuration" that also needs to be improved.