2019-03-06T07:41:00Z
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
  • 0
  • 7

What needs improvement with ConnectWise Automate?

Please share with the community what you think needs improvement with ConnectWise Automate.

What are its weaknesses? What would you like to see changed in a future version?

5
PeerSpot user
5 Answers
SM
Founder, Chief Tech at GTB IT Solutions Ltd
User
2021-02-22T00:52:42Z
Feb 22, 2021

CW Automate is a product written by a genius (Greg Buerk) for his own use. My team needs a tool crafted for ordinary people to reliably do a great job - so while Automate does a lot, and has cunning shortcuts, they are not clear, and they are not well-documented. And sadly, getting your environment set up "clean and simple" is a massive undertaking - setup support from Connectwise is worse than useless.  However, with all that, we're still using it and swearing at it 6 years on - coz, like democracy, it seems to be "the worst system around, except for all the rest" (especially when you count in the cost and risk of change)

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GW
Sr. IT Solutions Architect at a computer software company with 11-50 employees
MSP
Top 5Leaderboard
2021-05-21T23:15:31Z
May 21, 2021

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.

Chris Walters - PeerSpot reviewer
VoIP Network Engineer at Infinet Solutions
MSP
Top 5Leaderboard
2020-12-01T17:43:28Z
Dec 1, 2020

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.

Elmira Iravani - PeerSpot reviewer
Network Administrator at Hanatech
Real User
2020-07-23T07:58:42Z
Jul 23, 2020

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.

OJ
Managing Director at a tech consulting company with 11-50 employees
Consultant
2019-03-06T07:41:00Z
Mar 6, 2019

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

Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Sep 23, 2022
How do you or your organization use this solution? Please share with us so that your peers can learn from your experiences. Thank you!
2 out of 8 answers
Elmira Iravani - PeerSpot reviewer
Network Administrator at Hanatech
Jul 23, 2020
We are a service provider. The solution is primarily used as both an in-work controller and central control.
Chris Walters - PeerSpot reviewer
VoIP Network Engineer at Infinet Solutions
Dec 1, 2020
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.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Sep 23, 2022
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 7 answers
Elmira Iravani - PeerSpot reviewer
Network Administrator at Hanatech
Jul 23, 2020
We originally bought 125 agents and we do plan to potentially increase them in the future. I'm not sure of what the exact cost was, however.
GW
Sr. IT Solutions Architect at a computer software company with 11-50 employees
May 21, 2021
From what I've overheard, it is pretty comparable to other solutions in terms of price.
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