Using ConnectWise Control for Remote Support | TrustRadius

Use Cases and Deployment Scope

We use the product to view our customer's screen to do training and help resolve issues with our software.

Pros and Cons

It leaves the product installed on the customer workstation so that after the initial connection, the next one is easier.
It allows viewing both monitors if there are two. And allows selecting which monitor to view as a single monitor.

When ending a session, the prompt says "Do you want to end this session". If you answer yes, the session is permanently deleted. Instead, you have to choose "Leave this Session open" which is not intuitive. It sounds like you are going to stay connected.
When trying to set up a computer for remote unattended access, the button is called "Build". This is not intuitive. I'm not sure what Build means but I spent a long time trying to figure it out and was about to contact support when I decided to click "Build" just see what happened.

Return on Investment

We were using GoToAssist but the product became too expensive. So we looked for a cheaper alternative.

Alternatives Considered

It was less expensive

Other Software Used

Microsoft Office 2016, Microsoft Office 365

Likelihood to Recommend

It's helpful in connecting to a customer's workstation and being able to share a session.