ConnectWise Control, A Quality Player In The Remote Support Software Arena
March 04, 2018
ConnectWise Control, A Quality Player In The Remote Support Software Arena
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
In my technology support role, I use ConnectWise Control to provide remote computer support to teachers and staff in multiple buildings, as well as to remotely access lab computers and miscellaneous workstations. ConnectWise Control allows me to be efficient in providing technology support to multiple locations, eliminating some of the running back and forth between support needs.
- Upon launching a remote session to a computer with multiple monitors, the window opens showing all monitors lined side-by-side. If you wish to see only one monitor in particular, it is very easy to switch the view to the single monitor. And it is also very easy to switch the view back to all monitors.
- During a remote session, it is very easy to create a screen capture. You can either copy to the clipboard or save to a file location. I think this is very convenient.
- The on-demand Support option is handy if you need to support a user whose device does not have the agent for unattended access installed.
- When using the the on-demand Support feature, you do not automatically begin with Administrator permissions. If you attempt to run something that requires Administrator credentials, the UAC window will pop up, but you cannot see it. The user can see it, but you cannot. This seems counter-intuitive. I cannot pass along Administrator credentials to our users, but I also cannot see the UAC window to enter them myself. Although I think there is supposed to be a way to elevate privileges for the Support session, I did not find this easy to accomplish and never did figure it out. That could be just me. However, I think they should either give you Administrator level credentials by default, or make it more user-friendly to elevate the privileges. (You do automatically have Administrator permissions in the unattended access feature.)
- The method for organizing all your computers into session groups within the Access section is not very user friendly. I was able to organize most of our workstations into session groups, but the organization method should be made easier to use.
- For a small technology department needing to support users across multiple buildings, this software has been invaluable. It has allowed me to cover a lot of territory efficiently and productively.
I also checked out Bomgar, but ultimately opted for ConnectWise Control due to cost. It was important to me to have unattended access capability, which allows for remote access to a computer even if no user is present. If I remember correctly, Bomgar sold unattended access licenses in increments of 25. This could add up pretty quickly for our environment. On the other hand, ConnectWise Control offered unlimited unattended access agents with a Standard license. That was helpful.