ScreenConnect is an amazing piece of remote support software
December 11, 2018

ScreenConnect is an amazing piece of remote support software

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use this software installed on all computers so we can support computers in-house or remotely. We also use the software for external support to help some of our clients. It has been handy to be able to remotely control computers from anywhere so our support can be continued at a high level.

Pros

  • Being able to control computers remotely with ease.
  • The little program used to install on PCs makes it easier to obtain simple statistics of a machine.
  • Being able to use command line control PCs through the interface is amazing.

Cons

  • Mobile functionality. The app used for support on smart phones is not really properly optimised. It's essentially the web panel squeezed into the app which is not ideal.
  • Not a fan of the bright red writing of the versions of ScreenConnect installed on client machines once the server has been updated. It drives me crazy wanting to quickly update client software to be able to get rid of the red writing. Probably a sneaky way of forcing updates across the board.
  • OS X support is a little strange. Not a fan of having to explain 10 extra steps for OS X users to be able to install the software. I understand that it may not be possible to correct this due to the structure of OS X. However I am very happy that an update for ScreenConnect client allowed proper silent updates of the client rather than a random popup for users to enter the passwords.
  • We have gained support efficiencies as a result of being able to control computers remotely.
  • We've saved a great deal of time being able to use the command line option through the interface to perform certain tasks if a computer is not responsive.
  • The chat panel is really handy to have rather than staying connected via phone to be able to let people know of any information or instructions required.
LogMeIn was once a good piece of software to use. Although it was too clunky to be able to get clients to install the client onto their machine. Price skyrocketed through the roof which also didn't help. The performance of the actual remote control session was actually pretty slow compared to ScreenConnect.
Great for IT support. Having the ability to control multiple computers in a simple web interface is amazing. You are able to categorise computers into different labels which helps with sorting machines into different areas. It also has an amazing search function if you are trying to track down a computer in a large list.

ConnectWise ScreenConnect Feature Ratings

Screen sharing
10
File transfer
7
Instant message
8
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
5
Over-the-Internet remote session
9
Initiate remote control from mobile
7
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
10
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
8

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