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2020-07-23T07:58:42Z

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?

ITCS user
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77 Answers

author avatar
Top 20Real User

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.

2021-12-08T16:14:34Z
author avatar
MSP

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 The reporting engine is quite outdated, so you end up having to use your own dashboard.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.

2021-11-05T12:38:21Z
author avatar
Top 5LeaderboardReal User

The product needs to offer more integration with other tools. Their support needs to be better.

2021-09-20T18:10:45Z
author avatar
Top 5LeaderboardReal User

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.

2021-09-01T09:28:57Z
author avatar
Top 5LeaderboardMSP

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.

2021-05-21T23:15:31Z
author avatar
Top 5LeaderboardMSP

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.

2020-12-01T17:43:28Z
author avatar
Top 5LeaderboardReal User

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.

2020-07-23T07:58:42Z
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