Item: ConnectWise ScreenConnect
Rating: 9
Author: Truc Vo

Use Cases and Deployment Scope

ConnectWise Control was implemented and use by our customer service dept. as a major tool for our technician working to support our customer. However, since the pandemic, we re-implement the software to also support our engineers working from home and connect to their equipment.

Pros and Cons

Share screen, files, chats between users
Easy and automatics agent deployment
Reconnection if the session reboot
Assigned station to specific user
Allow access to PC console session
Secure access with 2 factors authentication
Single pane of glass for administrative

Agent backward version is not support
Did not have single sign on to assign desktop
User profile and Active Directory GPO imbedded would be nice

Return on Investment

Provide a remote access to PC and equipment for users
Secure access with multi factors authentication
Central administrative control

Alternatives Considered

TeamViewer and GoToMeeting

ConnectWise is easy to implement, the software functions and feature support our users equipments. Deployment agents is simple, can be run on demand with url and email. Agent could be pre-install and provide constantly remote access to user PC or equipment. It also offer a secure client access with multi factors authentication.

Key Insights

Do you think ConnectWise ScreenConnect delivers good value for the price?

Yes

Are you happy with ConnectWise ScreenConnect's feature set?

Yes

Did ConnectWise ScreenConnect live up to sales and marketing promises?

Yes

Did implementation of ConnectWise ScreenConnect go as expected?

Yes

Would you buy ConnectWise ScreenConnect again?

Yes

Other Software Used

TeamViewer, GoToMeeting, BeyondTrust Remote Support (Legacy)

Usability

The software provide many way to have access to remote user's PC or equipment. It also allow session recording and serve as training purpose. Client deployment is easy and secure. Access to console is easy and support by most major browsers. Single pane of glass for administrative and secure with multi factor authentication

Support Rating

We [rarely] call the technical support but their response is reasonable. Usually, we have the response back within hour. The technician seem know their base. If issue can not be solved quickly, ticket will be escalate to different support level. Patches and security update also notify regularly. We usually don't run all the update if that does not cover for any security issue or bug that need to fix.

Likelihood to Recommend

As a share screen software, ConnectWise is well suited for using in customer support and helpdesk area. It is also useful when access to administrative console session. With agent pre-installation, it provide a way for user to remote access their PC and equipment. Specially very helpful to engineer when working remotely and need reboot their remote PC or devices.

ConnectWise Application Review

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)