ConnectWise RMM Reviews and Ratings

Rating: 6.8 out of 10

Score

6.8 out of 10

Community insights

TrustRadius Insights for ConnectWise RMM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Useful server monitoring and notification feature: Many users have found the server monitoring and notification feature to be particularly useful in identifying strange behavior on the network or specific computers. It has helped them resolve issues in a timely manner.

Robust reporting capabilities: Several reviewers appreciate the robust reporting capabilities of the software, including hardware and installed software reports. This feature provides valuable insights into client devices and helps in managing inventory efficiently.

Excellent NOC support option: According to multiple users, the NOC support option is excellent and has been able to resolve 99% of server-related issues. This proactive approach to issue resolution ensures smooth operations for customers.

Reviews

7 Reviews

The remote monitoring solution that saved a small mom pop business $$$$ using proactive technology

Rating: 10 out of 10

Incentivized

October 8, 2022

Use Cases and Deployment Scope

I have been using ConnectWise RMM to manage over 100 computers to make sure that latest updates are installed and that the critical servers and workstation are up and running 100% of the time. My clients can create tickets for support and the automation process is very efficient for us to quickly jump on the computer to fix whatever is needed. It is also very good at identifying computer that are acting suspiciously like they are being attacked by malware of viruses.

Pros

Automation of actions that we as IT consultant have to routinely implement.
Great ticketing system.
A very good proactive instead of reactive tool for my industry.
Notifying of strange behavior on the network or on a specific computer.

Cons

Cost is always an issue for a small IT company like mine.
Some automation processes are not included in this software pack which then leads us to purchase my services from ConnectWise RMM
Risk analysis reports would be a great tool to have even though it has some capabilities the customization is difficult and confusing

Likelihood to Recommend

ConnectWise RMM is well suited for my small IT business to keep track of my many clients that a company like mine with less than 5 employees to monitor in one interface. It is very easy to implement, monitor and setup alerts. The monitor of patching is one of the main reasons we went with ConnectWise RMM. We use their Screenconnect software as wells.

John Besedic

Owner in Information Technology at Neuvision (1-10 employees)

Vetted Review

3 years of experience

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Feature-Rich RMM Suite

Rating: 7 out of 10

Incentivized

October 6, 2022

Use Cases and Deployment Scope

ConnectWise RMM allows our organization to provide remote assistance, monitoring, information gathering and other processes for our clients that wish for us to manage their devices. It allows for a much easier time managing these systems, providing remote support, and generally managing them. We use them for a majority of our clients, and it allows us to more easily (at a glance) review their systems.

Pros

Provides lightweight, easy to install software agent to deploy to client devices
Robust reporting, including hardware & installed software reports
Provides generally stable service for remote access to client devices

Cons

The agent service used for RMM access is known to fail, and needs to be restarted on occasion
Ongoing UI changes for 2 years, causing confusion where certain features are now located or how they work
Needs more documentation

Likelihood to Recommend

It is well suited for environments with a large number of users (think MSPs) that need remote access, and quickly getting to a client site is either not an option, or will greatly increase delays in support. It also works well to monitor client devices and make decisions based on the robust reporting offered (hardware, installed OS version, OS Patching, etc.). It is not very well suited for small environments or single businesses due to cost, and management required.

Verified User

Engineer in Information Technology (11-50 employees)

Vetted Review

2 years of experience

insightful

Rating: 10 out of 10

Incentivized

April 15, 2022

Use Cases and Deployment Scope

We use ConnectWise to monitor our clients throughout the City. The product allows us to work remotely in a quick and precise manner. The remote capacity of the product allows us to remote in on our clients and the alerting technology works in unison with our ticketing system.

Pros

Intuitive Scripting
Dynamic Device grouping
Intelligent monitoring
Reporting & Data insights

Cons

It runs heavy on the resources of the computer.
Sometimes the Updates are a little behind.
The message tab open up in the background.

Likelihood to Recommend

The process tab is extremely useful in shutting down programs on a computer instead of having to navigate thru the computer itself. This feature has helped in clearing out issues of the computer and led to a faster resolution of the problem. The process tab also displayed the memory which helped in diagnosing other problems.

Verified User

Technician in Information Technology (201-500 employees)

Vetted Review

8 years of experience

ConnectWise Command - Daily use

Rating: 4 out of 10

Incentivized

January 6, 2022

Use Cases and Deployment Scope

We use the ConnectWise Command daily to support our clients. Mostly there are not any issues using the product. However, when there is an issue, NOC support or Product support is able to take over the issue and resolve it as long as you open a chat or call them. If you email support this issue will linger in the ticketing system.

Pros

Notify via email issues with desktops and servers
NOC support - Fix and Reboot option - NOC is able to resolve 99% of server related issues

Cons

We lost some functionality with LogMeIn after moving to Command - starting services, adding users in the background on PCs
Setting up MAC users is not easy
resolving existing tickets in the portal - understanding the ConnectWise notes
Account Management - Since ConnectWise took over, we have no idea who our account management team is.
Patch Management needs more improvement

Likelihood to Recommend

For a single pane of glass, access to all of our clients is easy and well suited for our environment and any MSP. Getting reports from the system is an all-or-nothing approach. Removing the extra customer data is cumbersome at best.

Mike Smith

IT Director in Information Technology at BrevAll Technologies, Inc. (11-50 employees)

Vetted Review

Reseller

5 years of experience

A sleeper RMM for tomorrow's Service Provider

Rating: 5 out of 10

Incentivized

October 22, 2020

Pros

Grouping/Reporting: static organization as well as dynamically and quickly getting inventory and other machine-based information
Out-sourced teams do a good job of handling small things without much input as long as you are clear and concise.
Patching is likely the best thing about their platform. Windows patch testing is actually performed in house and they make recommendations for you. Allowing you to push through patches if you know someone needs something. But this is a major task that very few if anyone else does.

Cons

The merger with ConnectWise has caused a lot of what was good about the partnership to fall off. As such, the outlook is grim as it seems it will be a long road to get the tools, and people fully aligned and integrated.
Developmentally the tool is very in-between in places. A much older slower system is on the way out and the new stuff is great. But it's often not as reliable and there is still a lot that needs updating.
Organization/layout in general is confusing and suffers greatly as a result of the slow transition to the newer/improved system. It's easy for new users to get lost/not know how or where to look for the best information/task execution.

Likelihood to Recommend

Before the merger, I'd have likely rated them a 9. But I think it's smart to be pessimistic about the tool at the moment. Not that the end result won't be great, but I believe people would be better off on a more stable tool if they have to pick/change right this minute. Once ConnectWise has had Continuum Command for a few years and all the dust has settled, this product will likely shoot back up in recommendations.

Verified User

Manager in Product Management (11-50 employees)

Vetted Review

3 years of experience

Continuum RMM at a Glance

Rating: 9 out of 10

Incentivized

May 31, 2019

Pros

Server monitoring and notification
Desktop Patch management
Network operation center (NOC) support for projects and issue resolution
Internal Help Desk options

Cons

Patch testing
Desktop Project management
Partner Communications

Likelihood to Recommend

One area that Continuum RMM is well suited in would be the notification aspect. They do well with notifying us of issues with our servers. They monitor up/down status, hardware issues, and even DHCP conflict issues. One area that needs work is the test and blacklist windows patches. We have had a couple of instances where they released a Microsoft patch and multiple endpoints we manage were affected, which took quite a bit of time for us to resolve.

Dale Bradford

Network Administrator in Information Technology at Leap Managed IT (11-50 employees)

Vetted Review

5 years of experience

View profile

Continuum RMM - Best Bang for Your Buck

Rating: 8 out of 10

Incentivized

January 8, 2019

Pros

Great customer support.
Great at windows updates.
Great for setting up new clients.

Cons

Better reporting.
Patching can still use some help.

Likelihood to Recommend

Continuum RMM is well suited for medium to large MSPs. It would also work well for smaller MSPs but cost becomes prohibitive. It allows a smaller staff to manage a larger volume of clients and machines. This is where the cost becomes effective. A single or double staffed company probably would not benefit from this program, or be able to afford it.

Rob Rotundo

Service Manager in Information Technology at Professional Computer Associates (11-50 employees)

Vetted Review

10 years of experience

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