ScreenConnect, the solution to the TeamViewer problem!
Updated November 05, 2018

ScreenConnect, the solution to the TeamViewer problem!

Michael Beals | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

We have ScreenConnect through our support organization, Educational Service Unit 6. As far as I am aware it is used across the whole organization. We are able to connect to every single platform we need to support that we cannot reach with Apple Remote Desktop. We can access Windows Desktops/Servers; we can access Linux boxes. It connects to everything!
  • ScreenConnect enables us to interface with any machine that we might use in our organization without being on site.
  • ScreenConnect allows us to easily support our users from home or on the road.
  • ScreenConnect helps us keep our end users happy with a simple installation method.
  • ScreenConnect isn't always easy to use on low spec Linux machines.
  • ScreenConnect does not always work correctly between two different installations.
  • ScreenConnect's Wake on LAN feature does not always work correctly.
  • We are far more efficient at fixing issues when they occur instead of waiting for them to be reported.
  • Collaborating on fixing an issue is very easy with this software.
  • Deploying clients takes a lot less time than before.
ScreenConnect is by far a superior product, it has better tools, it is more secure, and by far it is easier for non-technical users to get up and running with remote support. The simple, intuitive UI allows us to focus more on support rather than ports and configurations for the software. I will never go back to using TeamViewer after finding this software.
These days people have a hard time trusting TeamViewer due to the multiple security breaches that the platform has had. ConnectWise's ScreenConnect platform is much more secure and has a better toolset than TeamViewer. Due to its cloud based features and ease of installation for non-technical end users I recommend anyone who needs remote support software to consider using this product!

ConnectWise Control Feature Ratings

Screen sharing
10
File transfer
6
Instant message
4
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
6
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
9
Centralized management dashboard
10
Session record
10
Annotations
Not Rated
Monitoring and Alerts
8
Multi-platform remote control
10

Using ConnectWise Control (formerly ScreenConnect)

4 - All of us are IT techs with the exception of the Director of Technology.
3 - While we do very little to support this product (as it very rarely needs to be configured) instructing end users on how to download and install this program is very easy with some of the built in plugins making download easier than ever.
  • Remote Desktop Support for all platforms. We are primarily a macOS shop but we also have Linux, Windows, iOS, Android and ChromeOS devices. ConnectWise can connect with every platform (except ChromeOS) and has little difficulty in doing so.
  • File sharing to remote desktops is also important. We primarily use Google Drive as our file sharing application, but with ConnectWise Control we can send a file directly to an end user instead of having to share a link with them.
  • Communicating to end users via chat while supporting them is also important to us. We like to be able to talk to our users while remotely supporting them.
  • We are able to connect to desktops in buildings that are out of the way and would take a while to get to only for one or two issues that we can fix remotely. This has saved us time and money.
  • We are able to remotely manage kiosks in our buildings without taking a keyboard and mouse to them to remotely configure them or using Microsoft Remote Desktop.
  • We have been able to use ConnectWise Control to access atypical devices such as Linux machines and Android tablets which we typically do not ever need to remotely access.
  • We will probably use it for more tablets in the upcoming years. With more mobile devices a need for remote access is required.
  • We will have a need to manage mobile phones in the future. This will solve that problem.
  • We will expand our kiosk offerings and will need a way to control them.
ConnectWise Control is an essential part of our operations and we will be continuing to use it for the foreseeable future.

Evaluating ConnectWise Control and Competitors

  • Price
  • Product Features
  • Product Usability
Our Education Service Unit operates our ConnectWise Control instance and offers it to us as part of our yearly fees.
We would not be changing our evaluation process due to the fact that this software is provided to us as part of a yearly fee we already pay.

ConnectWise Control Implementation

Not really. I was not involved with it.
Change management was a small part of the implementation and was well-handled - Creating tiers of accounts for various types of support agents was interesting as we were able to easily create sets of controls to manage account permissions and ensure that certain types of agents were only able to do specific sessions.
  • Account permissions setting
  • Ensuring all desktop clients could connect to the interface.
  • External web connectivity. The cloud hosted option might have been a better choice.

ConnectWise Control Support

We never need support because the product just works.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We have not had a need to directly communicate with ConnectWise Control support staff as our inhouse support has been able to handle any issues that we have had.

Using ConnectWise Control

While the desktop client is great. The mobile client is lacking. Controlling it is difficult compared to Microsoft Remote Desktop.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Convenient
Feel confident using
Familiar
None
  • File transfer
  • Chat
  • Connecting to remote desktops
  • Mobile UI
  • macOS client
  • Mobile web interface