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ScreenConnect - Bullet Proof remote support software
Updated May 26, 2020

ScreenConnect - Bullet Proof remote support software

Sudhashen Naicker | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Three years into my startup business and using Screenconnect. Though my RMM tool has another way of connecting it is not as robust as Screenconnect. If all else fails, I use Screenconnect to provide remote support. It is also useful for new and prospective clients who have not been added to my RMM platform. Screenconnect is significantly better than the competition, however their support leaves a lot to be desired.
  • No fuss - just works
  • Easy access
  • East setup of sessions
  • Security
  • I always seem to have an issue with upgrading - its not smooth. Eventually resolves itself
  • Chrome client was reported in January. Only fixed in May - about 3,5 months! Really Connectwise?
  • Due to significant distances between clients, this robust tool saves on time and transport costs.
  • Covid 19 required robust remote support which this product provided
Screenconnect just works and is less fiddly than TeamViewer. The UI and functionality make more sense. Less costly than TeamViewer licenses.
[It's well suited for a] one-man operation where you need a tool that just works. I can't think of less appropriate [scenario] for a remote support tool. I have a remote support tool on my RMM which can be a bit finicky at times. ConnectWise Control just works - even on iffy bandwidth.

ConnectWise ScreenConnect Feature Ratings

Remote Administration
9.3
Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
8
Remote Active Directory® management
Not Rated
Centralized management dashboard
10
Session record
10
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
6

ConnectWise Control Support

Shocking response to ChromeOS app stopped working after January 2020 update. Case logged and followed up exhaustively - ignored, false promises to contact back and general disinterest. Only resolved in May 2020 - this speaks for itself.
ProsCons
Knowledgeable team
Slow Resolution
Poor followup
Problems left unsolved
Not kept informed
Escalation required
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Yes - No and no. Response was shocking - Case reported. Resolved 4 months later.