ScreenConnect Review
February 13, 2017

ScreenConnect Review

Michael Hall | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ScreenConnect

We use screenconnect to provide remote support to customers with active support contracts.
Many of our customers are spread over a wide geographical area, both this and the ability to respond immediately often make remote support a better option to being on site, especially when responding outside of office hours.
  • Remote support - even at low bandwidth.
  • See online status of terminals at a glance.
  • Grouping and searching of remote clients.
  • Logging of support - quick reporting of billable hours would be desirable, along with annotated notes.
  • File transfer - could be much more seamless if remote files didn't need to be selected on remote clients' desktop.
  • New pricing structure is very costly, self-hosted instance for multiple engineers offered previously would be desirable, current offerings are no longer competitive.
  • Instant ROI as fits within support contracts, but high costs + costs per concurrent session soon eat into margins.
  • Useful to share remote access with end user with strong user management, but concurrent sessions an issue again.
  • Ability to sort machines well and search functionality makes finding any existing or new client quick and easy.
We selected ScreenConnect because of the option of hosting our own instance, giving longer term security and lower ongoing costs. Unfortunately we missed the option to purchase while testing on a rolling monthly contract with cloud instance. Costs have rocketed since, and the solution, although very functional, no longer offers us value for money. We use LogMeIn with a number of other sites, which has better stats in dashboard, and viewing windows logs, running tasks and a lot of hardware info is better, but the customisation of screenconnect balances this, with better deployment and options to brand both client and website.
Functionality is good, but value for money is now poor under current pricing structure. Deployment is good, with users easily able to install the client themselves, easily organised afterward and good dashboard information. Unattended access would be far better with administrative logon to system; file transfer could be improved.

ConnectWise Control Feature Ratings

Screen sharing
10
File transfer
5
Instant message
2
Secure remote access with Smart Card authentication
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
8
Session record
Not Rated
Annotations
Not Rated
Multi-platform remote control
Not Rated