Effective Support through ConnectWise Control
July 25, 2017

Effective Support through ConnectWise Control

Steve Hooper | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control

We use ConnectWise Control as an integral part of our support service, but for remote monitoring of systems (access sessions) and ad-hoc desktop support sessions (support sessions). By removing the requirement for a direct connection to the remote site, ConnectWise Control enables us to provide an optimal service for minimal cost.

Pros

  • Access sessions enable us to monitor remote servers and identify potential issues before they become crises.
  • Access sessions enable us to remotely monitor systems without requiring end user actions, thus making the end user's life easier.
  • Support sessions are easy to set up, and give the end users a feeling of reassurance that help is so quickly and easily at hand.

Cons

  • We've had issues with the screen sharing aspect of the product, often ending up with a blank screen.
  • We occasionally have login issues on remote servers, where the Access session returns a blank screen.
  • The revised interface for ad-hoc Support sessions, with the random 4 digit code, is not as intuitive as the old interface.
  • Since introducing ConnectWise Control, we have been able to take on a lot more clients due to the ease of connection.
  • Customers are very positive about the ConnectWise Control experience, and find the remote support capability very reassuring.
  • Our support engineers like the product!
On a cost/capability basis, ConnectWise comes out miles ahead of the competition. The value for money is excellent.
VNC

Ideally suited for remote support of small to medium businesses who do not have or want their own IT departments. Excellent way to support end users when not in the office, as the service works from any internet enabled device - even iPhones.

Clearly, not suitable for support where either site has poor internet connectivity. Lacks remote printing capabilities.

ScreenConnect Feature Ratings

Remote Administration
10.0
Screen sharing
Not Rated
File transfer
10
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
10

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