Great system, excellent ticket support, works great with new projects
Updated November 08, 2017

Great system, excellent ticket support, works great with new projects

David McCoy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

ConnectWise Control is used in our office for new projects and to keep track of tickets with their ticketing system. It definitely addresses the issues of keeping organized with new customers and support issues. When a customer calls in, you can quickly open a new tab to create a ticket at the same time you are speaking to a customer. It is very fast and once you customize it to fit your needs, you will know exactly where everything is located.
  • The auto updates that ConnectWise Control is spot on. You will notice new features almost weekly. If you have any support requests they answer quickly on their online support chat.
  • We are able to keep company and contacts updated on the fly. When someone calls in to open a support ticket, they will immediately be added to the ticket as well as a future contact for the customer's account.
  • Great way to keep organized with new customer installs. We have customized a way to add new customers and create new projects for those customers. That way we can verify that we have all of our I's doted and our T's crossed.
  • Some of the auto updates that run when you first open the software take a long time to load. You definitely need a faster internet for downloading the updates.
  • We have had some issues during random times of the day that cause ConnectWise to slow down. Sometimes when trying to pull up the ticketing system, it spins for a very long time until you either wait or you open a new tabs, which most of the time causes it to start acting normal again.
  • I would always love to have a WYSIWYG editor so that you can add images into the customer notes. Right now it is only text based and you have to upload pictures under documents instead of inside of the built-in notepad.
  • It has definitely made a positive impact. The previous ticketing system was not very reliable. It would have random issues like not send out emails to customers, not update addresses correctly. We would even have issues where the customer's configuration notes would not be saved. You could edit their notes and close the window and it would randomly not save what we updated. ConnectWise is definitely better as it has easy to use save buttons and you know that your tickets are being emailed every time!
  • It helps with support issues such as Office365. It has a feature where you can manage a customer's Office365 directly from their account in ConnectWise. They implement it so well that it is actually easier to use than the portal.office.com website! You can create new users, update passwords, change names, etc.. very nice!
  • The ticket status system is my favorite. You can easily tell whether a customer has been waiting awhile or if the ticket was just opened. They also have a priority rating on the tickets, so if you see something RED that means that it needs to be fixed ASAP. Also being able to modify the Type and Subtype of the ticket helps our techs manage the priority of the tickets so much better!
We have used different ticketing systems and ConnectWise is by far the best. It really is seamless. Once you get used to the system, it works very well. We have used Platypus and it works so so but it was hard for our support staff to keep up with the tickets. This system helps us maintain the tickets very well, specially being able to add new contacts to the tickets, our previous ticketing system did not even have this option.

LabTech was the first time we have used the remote desktop and PC maintenance. We have used random software like SeeMyPC and Join.me and a few others, but it never really gave us information on the computer. LabTech gives all sorts of information for the computer, it will even create tickets if the customer's antivirus definitions are outdated. It will give up-to-date information about the computer's processor speed, how much ram they are using, how much network usage, etc... it is definitely a great product.
ConnectWise Control is the best ticketing system I have used to date. It is very well designed for a company that I work for. We mainly use it for the ticketing system and having it hosted off-site is definitely a plus. You do not have to worry about it ever going down, they always make backups of their system and it is very reliable to help keep our customers happy!

ConnectWise ScreenConnect Feature Ratings

Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
10
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
10
Centralized management dashboard
10
Session record
10
Annotations
10
Monitoring and Alerts
10
Multi-platform remote control
10

Using ConnectWise Control (formerly ScreenConnect)

15 - We have employees that use it for a ticketing system, new customer projects, and sales. Works excellent!
5 - It is a very simplistic way to manage. You can disable certain features, or enable them. You can modify the way emails are sent. You can also change the way tickets are opened. You can literally customize the entire experience.
  • Opening support tickets for customers to make sure the issues are resolved.
  • We use ConnectWise to open new projects for new customers, to make sure that every thing is done in a certain way, so that no process is skipped.
  • Being able to maintain customer accounts with billing is amazing compared to our old system.
  • To make sure customers are taken care of with the ticketing system. You can tell the difference between a high priority ticket and a low priority ticket.
  • Do not have to maintain the servers in house. Our last system, we had to run the software on a local server. With the cloud based ConnectWise, it is in the cloud and you know it has some serious security measures.
  • Customer login portal to check tickets, update billing, etc.. customer has access to their account and it makes even a small company look big.
  • To grow our company, if you have a great system like this, there is less worries and stress over the small things. Looking into the bright future will open a vast array of growth.
  • With adding new employees, it will be easy to train. You really cannot mess this system up or do something wrong, you can tell exactly what is going on. That is very good when we go into a hiring phase.
  • With built in LabTech and auto ticket creation system, it will be easier to maintain our IT customers if they grow or we grow.
It is the best overall system we have ever used, and we have used a lot.

ConnectWise Control (formerly ScreenConnect) Reliability

I have used multiple remote desktop support software in the past (Bomgar, Team Viewer, Logmein and Join.me) and this is far the easiest of the bunch to use. It is very easy to create a session and easy to maintain remote desktops from their access view (where you install the software and can get in at any time) I highly recommend this product from ConnectWise!