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.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

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.
It's decent for accessing remote computers.

ConnectWise Control Feature Ratings

Screen sharing
8
File transfer
4
Instant message
6
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
2
Over-the-Internet remote session
7
Initiate remote control from mobile
4
Remote management of servers & workstations
3
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
7
Annotations
8
Monitoring and Alerts
3
Multi-platform remote control
4

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
As long as the quality and price doesnt go up any more, we will continue to renew it for now. It has been helpful for our support needs.

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

It was very straight forward on implementing the software, I have past experience with it so i was able to quickly get it going at a new organization.
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

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 say the software is a little too limited on the support side and if you have it hosted. If you pay for the most expensive site license than you can edit your own files and customize it more.
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

Its been years since I have contacted their support, I think they were pretty over worked then. The only time I had to contact them recently was for an account billing type update and while I did talk to support it was resolved in a day.
ProsCons
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

Overall the software is easy to use, especially once it is configured. We used granular type security so some people had more access to servers and systems than other people. Like our Helpdesk is not able to sign into servers or view what they are doing, but the admin and engineers are.
ProsCons
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

Its generally reliable. I have ran into issues where the client would not start or they would stop connecting. But otherwise its good.
We are using the hosted one, I have only ran into one time that I couldnt get on and that was when our sessions were getting upgraded.
The ability to scale back the performance is a plus, sometimes when on your phone and in only a 3g area or on a slow DSL connection its really helpful to set the display on "low"

Integrating ConnectWise Control

  • We have not tried integrating
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

No major issues, so it was easy enough.
we just had to upgrade the license and needed support on that. no big deal.
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