My Experience with ConnectWise Control
Jay Hathi | TrustRadius Reviewer
November 27, 2018

My Experience with ConnectWise Control

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

I use ConnectWise Control in my role as IT manager to support my fleet of desktops, laptops, and mobile phones and tablets. It allows me more flexibility in terms of how many machines I can support and where I can support them from. I also have a role in our company's electronic security department (alarms, CCTV, and access control), and we use ConnectWise Control to help our techs in the field as they program or troubleshoot equipment. The software is also periodically used to remotely control the computers of our clients when they're having an issue with their alarm, CCTV, or access control software.
  • It's easy to use. I have users in our electronic security department that struggle with TeamViewer, LogMeIn, Dameware, and other remote access solutions, but can use ConnectWise Control without issue.
  • It does the job of multiple softwares (ad-hoc support, managed remote access, and web meetings) for the price of one. This reduces our total spend and reduces the number of systems we have to keep up with.
  • It's fast. Compared to LogMeIn and TeamViewer, it's much faster overall and much more usable on low quality connections.
  • I do wish there were a way to have unattended agents for mobile devices (phones and tablets). Some of my guys struggle setting up a session on their mobile device when they need help.
  • I wish there was better support for Linux on the host side. I like to use Linux whenever possible, but it's frustrating that there's not a client for remoting into other computers in Linux.
  • I wish commands didn't expire for offline agents. It's nice to push a command to a machine if it's off and not worry about the command timing out - I can know that it's done when the machine comes on.
  • It has allowed our electronic security tech support staff to help our technicians in the field and our customers much faster than they otherwise would have. Being able to see someone else's screen cuts support times down exponentially.
  • The cost of the software, especially for a small organization like ours, is significantly more manageable than many of the other competitors in this space. It also reduces our time to have only one software to manage for meetings,
  • In terms of IT, the software has also increased my efficiency because I'm able to work from anywhere, I'm able to work on multiple computers at the same time from one station, and I'm able to work at any time, which allows me to do maintenance after hours if the need arises.
I have also used LogMeIn, Dameware, VNC, ShowMyPC, and TeamViewer. I have the most experience with LogMeIn, but I moved away from it primarily because of the constantly increasing price and decreasing feature set. Dameware, VNC, and ShowMyPC didn't meet my needs, and I felt that TeamViewer was too expensive for the feature set it provided.
I think that ConnectWise Control is particularly well-suited for troubleshooting remote machines, whether using the ad-hoc functionality or with permanent agents. However, I don't think that it's as good in terms of the web meeting functionality - although I use it, it still leaves a lot to be desired, like a call-in functionality.

ConnectWise Control Feature Ratings

Screen sharing
10
File transfer
8
Instant message
8
Access to sleeping/powered-off computers
6
Over-the-Internet remote session
10
Initiate remote control from mobile
7
Remote management of servers & workstations
10
Centralized management dashboard
9
Session record
7
Annotations
8
Monitoring and Alerts
6
Multi-platform remote control
7