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Helping out? Finally!
Updated May 08, 2017

Helping out? Finally!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ScreenConnect

It has been used primarily by myself (my boss uses a different software) though we are planning to move totally to ScreenConnect once licenses change. This is used so I can troubleshoot from home, when people cannot connect to our network, or when we need to transfer a file in a secure fashion. We are supporting 70 to 80 remote users.
  • ScreenConnect has an easy layout and UI to understand. It's easy to change the view of the windows when using dual monitors and the chat window is easy to use.
  • ScreenConnect is straightforward for adding users to the session, allowing emails or URLs to add the user.
  • ScreenConnect helps with remote assistance, staying persistent across reboots.
  • Transfering files have always been a bit of a challenge. A simple cut/paste would be easier and there have been times that I've had to use alternative ways to transfer a file. I would much rather have no user agents (remote persistent access not related to a session) than have shoddy file transfer.
  • There have been situations where the session will show a black screen, which makes it nearly impossible to troubleshoot remotely.
  • Creating multiple sessions can be difficult.
  • Our remote troubleshooting has improved from this software, as ticket times have decreased.
  • The software cost is significantly less than other options, so we are saving nearly $20/month for each license.
  • Occasionally, there have been issues with ScreenConnect that has caused frustration among users. This is slightly more than other vendors but low overall.
GoToAssist is the best known and has a similar layout. ScreenConnect doesn't look quite as nice but it's still easy to use and is far more cost-effective. GoToMeeting is a harder software to use for remote assistance since you don't have admin access initially and there is no way to transfer files.
Remote troubleshooting is the ideal scenario for ScreenConnect. You have direct access once it connects and the session will reconnect after a reboot (most of the time). The chat window allows you to talk with the user directly and quickly. As far as presentations and meetings, I think other software might be better suited, particularly if you want to only show certain windows or presentations instead of a full screen.

ConnectWise Control Feature Ratings

Remote Administration
6.8
Screen sharing
8
File transfer
4
Instant message
8
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
8
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
Not Rated
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
6
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

ScreenConnect Training

The screen connect training was primarily done through online tutorials and a few "hints" when you initially login to the site. It would be nice if they had a few easy to find video tutorials While their overall tutorials are a bit lacking, their support is excellent and the product is fairly easy to use.

ScreenConnect Support

ScreenConnect has responsive support and they are very helpful. That said, the product has a few limitations and lags that can be tricky (changing server location, etc) that can't be as easily addressed. Overall, I still recommend screen connect and rate it as highly as the more expensive GoToAssist, primarily due to the price.