ConnectWise Control: Still decent, but more expensive than it was previously.
Updated June 18, 2019
ConnectWise Control: Still decent, but more expensive than it was previously.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
ScreenConnect is being used to access computers remotely by the IT department for remote support. Many of our users are not on the corporate VPN so access to their computers from any internet connection is the problem this software is helping with.
- Remote Access
- Dual Screens
- Adjustable for lower connection speeds.
- Customization features like GUI changes.
- Pricing is pretty high.
- Makes it so I don't have to travel as much to job sites.
Selected ConnectWise Control because of the ability to easily deploy via an MSI or tarball.
ConnectWise ScreenConnect Feature Ratings
Using ConnectWise Control (formerly ScreenConnect)
3 - IT support., Day to day remote supporting of basic computer troubleshooting.
1 - Once the setup is in place it doesnt usually require a ton of day to day support. Some Linux systems require additional software downloaded to support them. But otherwise its fairly self sufficient.
- Saving time by not traveling to remote sites
- The ability to do a screen sharing conference
- Being able to auto deploy the software.
- The addition of phone support a few years back was a big plus , so oncall techs didn't have to carry around full laptops to reset a password.
- Expanding who can use it. Such as a lead accountant could train another remotely
Evaluating ConnectWise Control and Competitors
Yes - Well yes and no, it expanded the support. We used and still use Windows Remote desktop and TightVNC, its best to have multiple options.
- Product Usability
- Prior Experience with the Product
Being familiar with it and not having to re-invent the wheel was a big push to purchase this.
I am not sure there is much I would change.
ConnectWise Control Implementation
- Implemented in-house
Change management was a small part of the implementation and was well-handled - In our case we just added this as an additional tool, so people were able to continue what they were used to, but had this as an option. then eventually it became the preferred option.
- deploying to all machines, a few users computers had non IT sanctioned malware type programs that caught this software.
- training support people on how to use it.
ConnectWise Control Training
- Self-taught
yes, I also referenced the forums so I could find some of the custom settings that I wanted to use.
Configuring ConnectWise Control
I would start with the initial client configuration and fully get that set how you want before you start deploying.
No - there is no facility to customize the interface
No - the product does not support adding custom code
It would be nice if we could change some more logos and the client look more. There are a few limited things we can do. But its nice to be able to brand more than what is currently available.
ConnectWise Control Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Problems get solved Kept well informed No escalation required | None |
No - Generally we do not need premium support. There really is very few vendors that we do purchase premium support from.
Yes - Yes I have reported a bug, The bug still seems to happen. Basically at random times machines will just not be able to connect to the server. I have verified all network and routing type connections.
The best support I got was when they rolled out the printer redirection options my company was one of the first ones to report an issue with the printers being left on client computers after a host connected. We were contacted within 3 hours by a rep about and they found a solution for us at the time.
Using ConnectWise Control
| Pros | Cons |
|---|---|
Like to use Relatively simple Technical support not required Consistent Quick to learn Convenient Feel confident using Familiar | None |
- it is very easy to make a deployment package or a plain executable .
- its easy to search for a machine, by typing an IP or computer name or user name or windows version etc.
- Its also nice to see when a user is active on their computer so you can chat them and see if they are available.
- Changing the GUI around a lot gets cumbersome at times.
- getting the software installed remotely on Linux machines (ubuntu, Suse) can be time consuming.
- sending remote commands or shutcuts to the client computer can be a pain at times.
Yes - It works pretty well, however sometimes its difficult to use the mouse as my phone screen is only a 5.4 inch. Maybe a joy stick type function would work better or some other way as most applications require lots of mouse clicks to get to where you need to go .
ConnectWise Control Reliability
Integrating ConnectWise Control
- We have not tried integrating
- not at this time.
We have not integrated with anything or tried to.
It would be nice to integrate with Spiceworks that we use for Helpdesk.
Relationship with ConnectWise
pricing is non negotiable. Once Connectwise purchased screenconnect all of the pricing went up.
At least for me and our size, there was nothing they could do for us pricing wise.
Upgrading ConnectWise Control
Yes - Generally new releases get pushed out automatically. I havent seen any major impacts other than it seems every update a machine or two has to be manually updated as the software can't do it itself.
- They added better support for windows core servers.
- I am expecting for screenconnect to fully support windows core 2019 and hyper-v 2019