Great Remote Control Product, If You Don't Need Support
Updated July 23, 2021

Great Remote Control Product, If You Don't Need Support

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

ConnectWise Control is used as a secondary remote control product in addition to our main RMM tool in our company. The product is used across our entire company. The product allows us to quickly and easily remote control client devices very reliably. The product simply works with little hassle. In addition to providing remote control capabilities, the remote command line tools allow us to troubleshoot the installation of our primary RMM tool without interrupting users, when needed. The "support" option also allows us to quickly and easily start remote control sessions to systems that don't already have the agent software installed.
  • Remote Control sessions start quickly.
  • Agent installations are lightweight and quick to complete.
  • On premise server updates are very quick to complete, typically in less than 10 minutes.
  • Ad hoc support sessions are intuitive and easy to start.
  • With all ConnectWise products, support is lacking.
  • File transfers cannot be completed without starting a remote control session.
  • On-premise server updates must be completed very frequently.
  • Technician efficiency has increased due to the ease of connections.
  • Time spent working with clients to start remote sessions of unmanaged devices has decreased.
  • The cost of the product is relatively low for the efficiency gains that we have seen.
ConnectWise Control was considerably less expensive than other options that were evaluated while still included the important functionality that we needed. The product also allows for a greater deal of customization and configuration since the product can be install to an on-premise server. User creation was simplified due to the ability for on-premise installation to integrate with existing active directory users and groups.

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Overall, I am very happy with the usability of ConnectWise Control. The only major negative that I can think of is that support can be lacking. Fortunately, the product works well enough that support is not frequently needed. The product simply works and is very reliable. It has been one of more positive experiences we have had with a remote management product.
Unfortunately, support is the one area where ConnectWise Control is severely lacking. Since the ConnectWise company was sold a few years ago and staffing has been reduced, there is a noticeable decline in the quality of support we receive for the product. The folks that answer questions seem to simply search the product documentation and provide answers we have already tried. In almost every case, we end up figuring how to fix the product ourselves.
ConnectWise Control is most appropriate for skilled IT departments that do not require much support from the software vendor. The product is very helpful in supplementing a primary RMM tool that is used to managed client devices. The on-premise installation is helpful for those who like more control over their systems.

ConnectWise Control Feature Ratings

Screen sharing
File transfer
Instant message
Over-the-Internet remote session
Initiate remote control from mobile
Remote management of servers & workstations
Centralized management dashboard
Session record
Multi-platform remote control