Support Dealership on ConnectWise Control
June 20, 2019

Support Dealership on ConnectWise Control

Charlie Stamp | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We use ConnectWise Control to support our clients who use our software across the US and Canada. Any time a simple screenshot isn't enough we need a live session. One thing we really love is that a tier 1 support agent can work directly with the customer, and when they get a session started, we can get in and look at it from an IT perspective without the customer feeling like they are being passed around.

Pros

  • Sharing sessions with other techs.
  • Cross-platform support.
  • Connection logging.
  • Hostpass is awesome.

Cons

  • Java, but there are only so many ways to provide cross-platform without driving up the cost.
  • No recorded session for hosted version.
  • More efficient escalation.
Interestingly, TeamViewer was unexpectedly difficult for our clients to get downloaded and running. ConnectWise control allows us to just email them a link to click on.
It just works. We used to use a different product, but it was more expensive and would often confuse either support staff of the client. ConnectWise Control doesn't need to be installed either for a simple support session.

ConnectWise ScreenConnect Feature Ratings

Remote Administration
9.8
Screen sharing
10
File transfer
10
Instant message
9
Secure remote access with Smart Card authentication
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
10
Centralized management dashboard
10
Session record
Not Rated
Annotations
9
Monitoring and Alerts
Not Rated
Multi-platform remote control
10

Comments

More Reviews of ConnectWise ScreenConnect

  1. Home
  2. Remote Desktop Software
  3. ConnectWise ScreenConnect Reviews
  4. User Review of ConnectWise ScreenConnect