Item: ConnectWise ScreenConnect
Rating: 9
Author: Nicholas Santella

Use Cases and Deployment Scope

We use ScreenConnect to remotely access end user machines and servers to manage and repair. We also execute commands to our remote users. We have a few telecommuters that are not too tech savvy so seamless and fast remote support is important. I also can add notes and history to each computer.

Pros and Cons

Remote Control - See multiple or only one screen.
Silent Command Prompt.
ScreenConnect Auditing.
Easy to document changes or reference ticket numbers for each computer.

Blurred the silent monitor feature. Now you cannot see screens without joining.
Some wasted space in the UI of the web portal.
Challenge to set up custom preferences and portals in the admin section.

Return on Investment

Less time for outside sales to come into the office.
Don't need appointments for tech support
Able to track issues on specific computers

Alternatives Considered

LogMeIn Central and HP Touchpoint Manager

We used HP Touchpoint manager and tested LogMeIn. HP was cheap and LogMeIn was way overpriced for what we needed. Screen Connect hit the price point I wanted to be at. Has more "techy" features than the others mentioned.

I also like the other CconnectWise services that are around.

Other Software Used

Microsoft Office 365, Citrix ShareFile, Polycom Open Telepresence Experience

Likelihood to Recommend

It is very well suited for remote support of users' computers. Lets you restart and reconnect automatically. Send silent command prompts (shutdown/r is my favorite because everyone restarts prior to calling tech support.).

Not really good for access to remote resources like RDS or a "VM". When printing sometimes the text gets distorted or the size is incorrect.

Spy on your employees and secretly restart their computers

Overall Satisfaction with ScreenConnect