What users are saying about
Top Rated
1003 Ratings
Top Rated
1003 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100
69 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Likelihood to Recommend

ConnectWise Control

ConnectWise Control is very well suited to IT teams managing overall infrastructure, both internal and MSP's. It shines as a dependable tool that just plain works. I have already highly recommended it to peers in the industry. It is not suited for providing individual users access to their own machines. Its geared as a tool for IT and less so a tool for end users.
Andrew Haskell | TrustRadius Reviewer

GoToAssist Remote Support

Its a great tool if you support users remotely. The fact that it is easy to deploy (or have the end users connect) is a massive plus. If you provide software support to end users or are part of an IT team that helps users fix their problems this will save you a ton of time. It also works great in low bandwidth scenarios. So if your users are in remote locations with slow speed internet this will still get the job done. It is also really reliable. We faced almost no bugs or critical issues. I would imagine it would also perform really well as a server monitoring tool. Just deploy it and you can remotely connect to the server whenever you need to.Great tool if you need reliable, high performing remote connection
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

ConnectWise Control
8.5
GoToAssist Remote Support
7.9
Screen sharing
ConnectWise Control
9.3
GoToAssist Remote Support
8.7
File transfer
ConnectWise Control
8.6
GoToAssist Remote Support
8.7
Instant message
ConnectWise Control
8.4
GoToAssist Remote Support
8.4
Secure remote access with Smart Card authentication
ConnectWise Control
7.9
GoToAssist Remote Support
7.1
Access to sleeping/powered-off computers
ConnectWise Control
7.8
GoToAssist Remote Support
6.5
Over-the-Internet remote session
ConnectWise Control
9.0
GoToAssist Remote Support
8.6
Initiate remote control from mobile
ConnectWise Control
8.0
GoToAssist Remote Support
8.3
Remote management of servers & workstations
ConnectWise Control
8.7
GoToAssist Remote Support
8.6
Remote Active Directory® management
ConnectWise Control
8.8
GoToAssist Remote Support
7.0
Centralized management dashboard
ConnectWise Control
8.4
GoToAssist Remote Support
7.7
Session record
ConnectWise Control
8.6
GoToAssist Remote Support
8.6
Annotations
ConnectWise Control
9.1
GoToAssist Remote Support
8.1
Monitoring and Alerts
ConnectWise Control
8.0
GoToAssist Remote Support
7.1
Multi-platform remote control
ConnectWise Control
8.7
GoToAssist Remote Support
8.0

Pros

ConnectWise Control

  • Self-hosted - this is great for me and makes it easy to control my data, which is important for my clients.
  • Mobile Access - being able to quickly diagnose and resolve an issue while on the road is great.
  • Persistent - "always on" connections with screen capture.
  • Great User Interface and chat works exceptionally well.
Jonathan Hanson | TrustRadius Reviewer

GoToAssist Remote Support

  • Quick access to customer computers via email links or giving them the access code over the phone.
  • Notes area where I can record the details of the remote session.
  • Reporting - I can retrieve a monthly report of all my remote sessions (including notes) which helps me monitor usage, provides billing information and allows me to save a copy of the report locally.
Lin James, CPB, SCC | TrustRadius Reviewer

Cons

ConnectWise Control

  • If CWC integrated with more RMM software other than LabTech it would be great as LabTech is way too expensive and convoluted at this point so we discontinued using it in favor of a simpler and much less expensive option.
  • Though it does support multiple monitors well, it would be nice to have the ability to have it automatically pop each remote monitor out to the local monitors if so desired.
  • Right now it uses email for multifactor authentication, I would rather it use an electronic key that can be stored on cell phone or user desktop.
  • The ability for it to automatically login to a Windows desktop would be a big help as well. It will store a username and password but you must manually send a control-alt-delete and then click a button to have it fill. Tying to something like Lastpass along with an autologin feature would be great.
Mike Vaughan | TrustRadius Reviewer

GoToAssist Remote Support

  • The administration web interface can be a bit cumbersome.
  • Would be nice if I had the option where I did not need to tie an account to a email address. It may work fine for companies of a tremendous size for ticketing purposes, but for my firm we just would like to use it and share 3 seats. It is not cost effective for my entire team to use a license as we will never all use it at the same time, but we could all benefit from using the product.
  • We could benefit from a scaled down version that only encompasses the remote support portion. We don't use other pieces of it like the mobile profiles portion, so if we could scale it back and get it at a cheaper cost that would be beneficial.
Jarrell L. Chatman | TrustRadius Reviewer

Likelihood to Renew

ConnectWise Control

ConnectWise Control 8.7
Based on 38 answers
I would recommend this product for both internal remote control of end user workstations and remote access to other clients over the internet. It provides a secure and feature rich product that allows me to complete any necessary tasks without ever leaving the office. I will continue to renew as I'm eager to see what they do next. I would however wish the cloud service had a better API to work in conjunction with team collaboration or chat services to make it easier to connect with end users who use multiple workstations. (Slack or Stride provide this functionality)
Craig Lockley | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 8.5
Based on 6 answers
The renewal decisions are mostly made from our IT department at work. I know they read a lot of articles and research products so I trust them to make the best decision. I have given my IT department positive feedback on the product and I hope they renew it in the future
Kerry Allen | TrustRadius Reviewer

Usability

ConnectWise Control

ConnectWise Control 8.5
Based on 28 answers
On the whole SC is a very powerful tool that is a vital part of the IT service arsenal. On-site visits are an "emergency" only type of scenario. Just "showing your face" is not winning any browny points for me. If my client sees my face, it's usually just to upgrade hardware or to deal other aspects of business. SC provides me and my client the bulk of the info I need to get projects done.
Sam Segura | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 10.0
Based on 3 answers
The program is very easy to figure out, as far as usage. There is plenty of documentation available as well, if you aren't the "play with it first" type.
Anonymous | TrustRadius Reviewer

Reliability and Availability

ConnectWise Control

ConnectWise Control 9.0
Based on 4 answers
The past 45 days, only had one outage that lasted about 15 minutes. NOT TOO SHABBY! There have been some unexpected reboots and moves but not a show stopper in any way.
Sam Segura | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 8.9
Based on 2 answers
Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.
Anonymous | TrustRadius Reviewer

Performance

ConnectWise Control

ConnectWise Control 7.8
Based on 8 answers
It performs well. It also has full control over windows security and does not get hung up like GoToMeeting when trying to install remote software at the prompt to install as admin / override. I have used TeamViewer, WebEx, LogMeIn and GoToMeeting. This is by far the best at spontaneous, remote control. It is also very easy to get a novice user connected to the session.
Tresha Ivey | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 9.0
Based on 1 answer
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.
Anonymous | TrustRadius Reviewer

Support Rating

ConnectWise Control

ConnectWise Control 6.1
Based on 50 answers
There have been two times when something has went wrong and I needed immediate assistance in order to be able to use Screenconnect to be able to help clients and response has not been immediate. The response time has been within 24 hours. Both times if there had been easier to navigate self help I would have been able to help myself. With better self help and a speedier response it would definitely be a 10 as they always respond and help. Just a little more difficult or slow than it should be at times
Bradley Jones | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 8.0
Based on 6 answers
The software runs well overall once installed. It is easy to use and very intuitive from both the technician standpoint and the customer standpoint. There are not a lot of problems or issues with the software, and it doesn't have a big effect on system resources once installed, or when running. It would not be a 10 since the cost of the licensing is one drawback
Anonymous | TrustRadius Reviewer

Online Training

ConnectWise Control

ConnectWise Control 7.5
Based on 24 answers
I find ScreenConnect to be very simple and effective overall, with the main problem being that a number of my clients can't download the app due to existing firewalls and so on. Otherwise it does its job well, and I'm happy with it.
Michael Dodd | TrustRadius Reviewer

GoToAssist Remote Support

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Control

ConnectWise Control 8.0
Based on 20 answers
ConnectWise has done everything they could to help us in any situation. Great support team and their new updates are always providing features that we need. Its a simple solution that works the way we need it to. Their legacy pricing model is still much better than their subscription based model however it is still fair pricing
Craig Lockley | TrustRadius Reviewer

GoToAssist Remote Support

GoToAssist Remote Support 9.9
Based on 4 answers
Make sure your team plays with the tool before going live with it. Connecting to each other teaches you everything you need to know.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ConnectWise Control

We selected ConnectWise based on the recommendations of a key contractor and used it in comparison with several other interfaces. It seemed to be the simplest and most effective solution for the problems we were seeing with remote access. We don't have dedicated support personnel or even an IT department, so it helps to keep things simple.
Brad Orfall | TrustRadius Reviewer

GoToAssist Remote Support

All of the different remote support applications can do much of the same. We went with RescueAssist as it's still the only application we have been able to find that has the option to finish the setup of a Mac user account without disconnecting the session. As we still don't have a system for deploying software and have to do it manually, we value this feature. So, it's probably the most reliable software when you have to use it on multiple devices (Mac, Windows, etc.).
Christopher Fritz | TrustRadius Reviewer

Scalability

ConnectWise Control

ConnectWise Control 7.0
Based on 16 answers
As far as I can see there are no real barriers to scaling up - as and when we need more subscriptions, we can add them in with no negative impact to the existing way that we're using the tool
Michael Dodd | TrustRadius Reviewer

GoToAssist Remote Support

No score
No answers yet
No answers on this topic

Return on Investment

ConnectWise Control

  • We have been able to increase our response times and support more clients resulting in 35% increase in support revenue
  • The Triggers has allowed us to build a monitoring service that we offer to our clients as a service with recurring fee.
  • It has definitely strengthened existing customer loyalty and has bought us new clients.
David Lloyd | TrustRadius Reviewer

GoToAssist Remote Support

  • GoToAssist was a replacement for DMC, and while it didn't allow for profile changes, it allowed technicians to keep working with virtual support.
  • From what I understand, the per-seat licenses are quite expensive. Teams often dispute which accounts belong to which team.
David Reese | TrustRadius Reviewer

Screenshots

GoToAssist Remote Support

Pricing Details

ConnectWise Control

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

GoToAssist Remote Support

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

ConnectWise Control
8.9
GoToAssist Remote Support
7.4

Likelihood to Renew

ConnectWise Control
8.7
GoToAssist Remote Support
8.5

Usability

ConnectWise Control
8.5
GoToAssist Remote Support
10.0

Reliability and Availability

ConnectWise Control
9.0
GoToAssist Remote Support
8.9

Performance

ConnectWise Control
7.8
GoToAssist Remote Support
9.0

Support Rating

ConnectWise Control
6.1
GoToAssist Remote Support
8.0

Online Training

ConnectWise Control
7.5
GoToAssist Remote Support

Implementation Rating

ConnectWise Control
8.0
GoToAssist Remote Support
9.9

Scalability

ConnectWise Control
7.0
GoToAssist Remote Support

Add comparison