ConnectWise Control is Our Best Option for Remote Support and Management
February 12, 2018

ConnectWise Control is Our Best Option for Remote Support and Management

Craig Jacobs | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use it, as I assume most companies do, to provide remote technical support, both unattended and on demand, for clients running our software, and to perform remote installations and configurations. We have evaluated it for meetings and demos, but it's too clunky for that and doesn't do VOIP, so we still use Join.me.

Pros

  • Management of remote unattended access is straightforward and simple, this works well. Being able to see recent a screen shot of the remote system is a nice feature, because if the workstation is locked, for example, then we know if we can proceed or not, depending on whether or not we have the appropriate credentials.
  • Browser based management is a big plus - nothing to install, and we can switch machines and interact with the same sessions, and it seems to work in all browsers.
  • Having a dedicated subdomain is a big plus - makes it easy to tell clients where to go, and it's good for branding - screen connect is a rather generic term, so many people think we have our own infrastructure.

Cons

  • Converting a support session to an access session seems impossible to do. It would be great if once connected to a client's machine for support if a feature to install access from the icon in the system tray was available, or even from the connect wise control menu.
  • Meetings could really use a decent VOIP service - to use the Meeting function in control we'd need to add another extension to out phone system, or sign up with a decent VOIP meeting service - because the free ones aren't great.
  • Another missing feature that makes using meetings difficult is the lack of ability to share just a specific window and not the entire screen.
  • Essentially our business would be impossible without remote access like this - we have clients all over the US and some in Canada, and is simply wouldn't be feasible otherwise.
  • The cost is minimal, almost immaterial, but on the other hand this space is getting more competitive, so don't increase your prices!
  • Keeping multiple active sessions is nice, because we don't have to continuously connect and disconnect, so that's a bit of a time saver.
LogMeIn Rescue, GoToAssist and TeamViewer seem expensive for what you get vs ConnectWise Control. I found LogMeIn Rescue a bit clunky to use.

JoinMe does a much better job of meetings than ConnectWise Control, but is not good for support - it works, but it's very clunky. We currently use Join.me for meeting and demos.

It all comes down to value received for money spent.
Excellent for on demand support and persistent remote access, mediocre for meetings. Basically a 10 for support type tasks and maybe a 5 for meetings.

ConnectWise ScreenConnect Feature Ratings

Screen sharing
10
File transfer
9
Instant message
7
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
10
Annotations
1
Monitoring and Alerts
Not Rated
Multi-platform remote control
10

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