Datto rebuilds integration between its remote monitoring and management tools and rival ConnectWise ticketing system
Despite a simmering rivalry that spans more than two decades, Datto has chosen to rebuild and improve the integration of its remote monitoring and management (RMM) with ConnectWise’s professional services automation (PSA) to ensure managed service providers have options in choosing the tools that work best for them.
The Lowdown: Saying it wanted to remain an open ecosystem, Datto completely rebuilt the integration between its RMM, which it acquired through its 2017 merger with Autotask, and ConnectWise Manage. The intent, Datto says, is to provide the “ease, reliability, scalability, and security that MSPs have come to expect from Datto RMM.”
The Details: The streamlined integration means MSPs using Datto RMM and ConnectWise Manage will have seamless connections between the two toolsets. ConnectWise Manage will receive real-time updates on tickets resolved by the RMM tools. And MSPs will have easier and quicker access to information when toggling between the Datto and ConnectWise tools. In addition, the integration is more secure, as Datto RMM now includes physical access controls and SOC2 compliance audits.
The Impact: For MSPs that have service delivery infrastructures based on best-of-breed tools, the continued integration between Datto and ConnectWise is a benefit and a relief. As both Datto and ConnectWise have expanded their offerings beyond their core technologies (Datto for backup and ConnectWise for PSA), they had the potential of becoming walled gardens. Datto maintaining open integration means MSPs won’t need to make choices in their RMM or PSA tools.
Background: ConnectWise and Datto were once friendly, aligned managed service companies with complementary portfolios. They found themselves on a collision course when Datto and Autotask merged in 2017, giving Datto new capabilities in RMM and PSA. Meanwhile, ConnectWise and Autotask had been rivals, sometimes bitter ones, for the better part of two decades. ConnectWise and Datto pledged to maintain open systems in which MSPs and complementary software vendors — even competitors — could integrate through APIs.
The Buzz: “We believe our MSP partners must have the flexibility to leverage the tools that are right for them, and not be limited by vendor,” said Emily Glass, chief product officer at Datto. “This fosters the type of innovation the industry needs to thrive and enables our partners to make the best technology choices for their business.”
“This integration will make it easier for my technicians by eliminating unnecessary steps when moving between platforms and reducing excess noise coming from alerts,” said Scott Kemp, president of Artis Networks. “We appreciate Datto’s willingness to work with our other vendors by providing integrations that will help us better serve our clients.”