A great solution for a one-man-shop
It just works. It's super-ridiculously reliable. By that I mean, I've used MANY other remote support software solutions over the years, and while this one might not have the perfect clarity of an upscaled resolution, it has yet to fail me on a connection. I deploy them via MSI, occasionally update them from the admin interface, and ... thats it! It just works!
Compatibility, deployment (MSI package), and customization (can configure the server with addons, that in turn help you configure the client much faster than other solutions I've tried). AUTOMATIC NAME UPDATING. This was HUGE for me! This was the main reason I moved away from GoToAssist. I worked with GoToAssist support multiple times, but they couldn't help me get anything in place to do this. Essentially, if a PC name changed, the GoToAssist Server kept it's name listed as the "old name" - this lead to tremendous amounts of confusion for me and made it almost impossible to know which computers needed updating and which were already the correct name, simply connecting to support a user was an issue after just a few computer moves. Deploying software to 50-some machines might not be as large a task as other companies out there with 500+ machines, but as a one man shop, keeping those machines updated to ensure versions match, and names of the PC's are kept intact when users retire and new folks come on board is a HUGE time saver and stress relief after swapping to ConnectWise Control.
Poor screen scaling (when compared to a competitor like TeamViewer), slow multi-monitor (becomes a sluggish because it seems to want to stream all screens at once, even if only one is selected), and ambiguous information as to whether another third party who also uses the software has left theirs installed / potentially could cause exploitation and already causes confusion.
If I connect to a machine with no other users on it, I believe I should have the option (via the "join w/options" link, perhaps) to change the connection to match my resolution (similar to how Microsoft's own Remote Desktop or TeamViewer do)
Additionally, even if it's unable to match my connecting resolution, If the built-in scaling were better (I.E. - if there was a feature that introduced some good hardware accelerated anti-aliasing), the daily use of this software would be greatly improved.
I've seen this with some other remote connection software - even the more legacy VNC protocol suffers from it, but it is avoidable because not all have this issue. I think the software needs to only stream updates to the primary selected monitor - or at least have an option to enable that, because delays become a huge problem when navigating things like complex databases or even simple excel sheets when there's a full-second delay. This does not happen on single monitor connections right now, it becomes noticable on dual-monitor, and on triple monitor it's very obvious.
#1 in Unattended Remote Access
I've used many remote access tools in my few years as an IT professional. None have come close to the quality, speed, and reliability of ConnectWise Control.
If you've read any of my other reviews of ConnectWise products you'll find a common theme, we started using the product shortly before the acquisition. In the ScreenConnect days the tool was just as good and it was impressive to see how smoothly this tool was brought into the fold.
ConnectWise Control will never leave my mind as the pinnacle of remote access tools.
The service/local application. Its so fast to reconnect after disconnection. It is so reliable in staying up even when the machine is under great stress otherwise. This is just a solid piece of software that does exactly what it needs to and then some.
The added features are all cohesive and add to the experience of remotely assisting our customers.
This tool filled a VERY much needed gap in the ConnectWise suite of tools and really made for a holy trinity for technicians day to day ease of use in working tickets in Manage, running commands and maintenance out of Automate, and immediately helping clients with Control.
Managing the server yourself had the usual annoyances of having to do so, but also the positives. I believe they will host you now as well. Honestly there is very little poor to say about this product!
One of the best remote tools I've ever used !
The company I work for is supporting over 300 customers and when I came to work here, all remote connections were manually made. Ofcourse not so efficient.
So I started to implement Devolutions Remote Desktop Manager, where I could create a lot of our remote connections but unfortunately not all.
Especially the remote connections which need a VPN connection before using RDP to remotely connect to the server. It is possible in RDM (jump to a virtual machine on the network, start the VPN connection there and then RDP into the server), which is time consuming (over 2 minutes per session).
Therefor I was looking for a quicker solution, but still with the security a VPN connection has to offer.
And then I found ConnectWise Control, which does all that.
Once I tried the trial version and extended it (with help of the CW support team), I was sure this was the solution I was looking for.
Now it only takes me 15 seconds to remotely connect to remote server.
And not only me, but thanks to the integration in RDM my fellow colleagues can use the same configured session and start the remote connections.
The ease of set up, price, LDAP intergration, RDM (Devolutions Remote Desktop Manager) integration, email notifications
The set up of email notifications can be a little difficult to master. Once mastered, it's quite simple.
Simple, Easy to use
Initially used ConnectWise Control (Formerly ScreenConnect) for simple IT support sessions (credential resets, issues with software, etc.). Later deployed agents to network. We found this product much more superior than other alternatives available on the market such as Kaseya. Sessions with speedy, and tools were easy to use like viewing one monitor individually, or performing maintenance discretely in open office environments. Allowed for support sessions to be performed remotely by staff extending the teams' effectiveness even in inclimate weather or times when IT staff worked remotely.
Formerly Screenconnect, Connectwise Control is an easy to use remote software that gives IT professionals all the necessary support session tools to easily perform remote IT sessions with end users.
- Includes chat messaging
- Includes options to view services, logs, and processes
- Allows technician to blackout monitor / block keyboard presses during session
- Allows for easy facilitation of temporary remote sessions by non-technical staff
- Easy facilitation to give "passes" (timed access) to end-users and technical support staff
- Allows for basic scripting options for alerting and webhooks
- 2FA Authentication enabled
- Difficult initially to setup department groups of computers,
- Not a lot of documentation on setting up webhook scripting,
- Database maintenance can be tedious
- Outside basic functionality (which is all you need), selective and limited add-on options and integrations (compared to other product Automate [labtech])
- Uses Java over HTML5 only.
The price is right, it has enough features that were not that easy to integrate, its reputation has
you could have had the market targeting alot of users and devices all around the world with your good fair pricing but everything else is not so good as it was -- with webex, teamview, logmein, ultravnc free,
dameware, Zendesk, anydesk, realvnc just to name a few
we as IT professional cant afford to look stupid with virus threats coming up with screenconnect
and telling people all these instructions to get control your one step installer plugin never worked !!
but good pricing kind of scary that others offer like sysaid and others not offering anything for the small guys like you did --- by the way i was talked into the AUTOMATE product --- worst product ever!
i spent a bit over a half a day cleaning it off and restoring all systems. It would not do what it was suppose to do at all --- slowest connection and unusable at all it was connected but would wind up my systems on some process i had to shut them down and clean the drives of any traces of AUTOMATE -- no software has done worse and your sale and support did not believe me i showed them proof they laughed and said they have never used it professionally
thanks any more information happy to help
maybe you could be the next big thing all the ideas are there but it all fell apart and you need to do almost a 180'
THE price compared to TEAMVIEWER AND LOG|ME in
i was not a large operation so the licensing suited
i loved the idea that i could make it a subdomain of my site or just have a link and it was White labelled
once i was remotely connected it was fine
It has many integrations and partnered up with a lot of companies
Its a pity you have not a better business relationship with antivirus companies
in most occasions and it was happening more and more that it would be picked up as a virus --- not good and worrying
it has many integrations and features ---- these features were hard to install and because there was many versions - most the time hard to get the right compatibility -- these integrations should be one click or a signup here and there --- i wouldnt have minded paying good money if these would at least work
It was not very intiutive some tasks -- like the whole process i would go through with clients
download the exe or file
then double click on it --- if you miss it , it will be in your downloads
then click run
and no at this point i would sometimes get a prompt to update the software
not good, not good at all
your sales and support staff could not give a dam because i was a small 1-15 users account
it was not very easy and intuitive initially to do file transfer - have you used team viewer?
most respectable organisations wont allow 8041 port through there firewall
it has lost its good reputation that support users at the large universities have originally given it
being considered unsafe and treated as a threat - i know that i could make it an exemption in the AV software but it came up as threat after the fact as if it later was damaged as professional tool
with all the quality secure easy products on the market these days | cisco
Connecting The Dots Between Users and Experience
When our office was brought down to a skeleton crew, the on-site visits took up most of our techs, which means that the tickets were piling up in the office queue. On the days where I was the only one in the office, it was ConnectWise Control that saved the day in keeping those ticket counts down. Early on in my IT career, this really helped me build my skill set as I was better at dealing with problems when I was right in front of it. This program gave me plenty of experience working with many different user pc's. Thanks for such a great product.
ConnectWise Control was really the tool that helped me expand my skillset in Information Technology. It was the key factor in helping reduce the number of on-site visits needed by a technician. It was much easier and faster to be able to remote into a client PC and see the problem recreated, troubleshoot it and correct it in a few minutes, as opposed to driving 20-45 minutes away to do the same thing and then drive back. I enjoyed being able to use the many features included in this. Being able to send a reboot command, work in the background, block user input, and upload a pertinent fie to a client pc just made knocking tickets out in a timely manner a cinch. It also helped to know when a user was idle or gone for the day for those scheduled end of day tasks.
The transfer options of getting a file/folder were sometimes picky. It seemed that it would take longer to upload a file to a client's computer by using the search and open function than it would to just drag a file/folder from my personal desktop over to the window with the client's desktop. It was inconsistent, picky at times, and just wasted so much time. You never knew which method would work better. When your business has strict SLA's, this kind of thing can kill that AND your performance record. Imagine losing your job because you didn't hit your numbers waiting on software to work...or not?
Control of all of our clients computers and servers
Great software for remote connection as well as transferring files or quickly accessing. Also provides ability to script and deploy software and scripts.
Extremely efficient and quick for remotely connecting to servers and computers. Software rarely has issues installing and once in place, remote access is seconds away once initiating.
The cost of the software is a downside. The ConnectWise suite is the Cadillac of MSP software but it will cost one. Highly recommend the suite as Control is extremely efficient.
We tried TeamView, excellent but pricey.
Very efficient software, would recommend to any IT support people.
You can deploy the software or your own server
The pricing model is great and you do not feel ripped off
You can choose or not to maintain support
Fast and responsive
IT is a bit trickier to setup properly with an SSL Certificate
Some aspects of customization are a bit nebulous.
An Excellent Remote Control Solution...
Overall we're very satisfied with ConnectWise control and expect to continue using it in the future.
We've been using ConnectWise Control since it was ScreenConnect (before ConnectWise purchased them) and it's been an excellent solution for us to remotely support our clients. We host the software on one of our servers here so there's no recurring monthly charges save for the yearly maintenance fees. The web interface is clean and easy to navigate and the connections are generally reliable and fast. This product is in active development and new features and patches are released regularly.
Some releases have had issues with performance or crashes, but they have always been addressed quickly. Since being purchased by ConnectWise the costs for buying new but we've been grandfathered into the previous fee structure so that hasn't affected us much. The mobile app and Chrome app are "flaky" but usable in a pinch.
Excellent Tool Package
Like many MSP companies, we had used LogMe In as a RMM software package for a long time. We had invested much time and money into using it when their costs absolutely spiraled (from $500 per year to $4000 per year in two years). We searched and found ConnectWise and have been extremely pleased
Allows me remote access, file transfer, sending commands, command line access, tracking, portable tools, chat, presentation etc. I am so happy i have found this software and cannot fathom ever not maintaining my subscription
I cannot find anything to directly complain about. We use the self hosted version which allows us full control over security, hosting and, speed. The hosted version has a higher cost and is often behind by one generation.
Product is one of the best I've used
Our company has been a Connectwise (ScreenConnect) client since nearly the very beginning of the company. We have enjoyed a long standing relationship and legacy pricing that is not offered to other clients.
We have access to our client's computers at one of the cheapest endpoint costs out there. Our server went down at one point for various reasons and we lost the complete configuration. We contacted technical support and they were so helpful that we ended up getting all of our client's computers checking into the server up restoring the license key. Support saved us.
When we did the restore, it didn't preserve the groups that we had segmented our clients into. We had to take alot of time to restore the configuration environment that we had set up.
ConnectWise Control - Amazing Remote Support Utility
Over CW Control has been a game-changer in how our company delivers remote support to our clients. It has allowed us to operate more efficiently and gives our techs the tool they need to provide awesome remote support. Since we have started using it we have not even considered looking for an alternative tool.
Connectwise Control is an easy to use software that allows our company to provide remote access and remote support to our clients. The software was extremely easy to setup and configure and get running. Once it was set up and running it just works. It is the fastest remote access tool we have ever used. It connects to sessions in seconds, not minutes like some of the other remote access tools out there.
The layout of the software is great and make navigation for our techs and also the end-users simple. The built-in toolbox and remote file transfer also are dead simple to use and always work. It allows us to copy a file over to a desktop we are supporting, or to copy need diagnostic info back to our techs computers.
Control includes multiple options for 2-factor auth which is a must these days for tools like this.
The least liked portion of Control is that support is not always easy to get a hold of and sometimes does not always have the best solutions or fixes during the initial support engagement.
ConnectWise Control Opinions
Works great in our environment and has enable us to connect to any of our users wherever they may be. Its easy for the clients to use and connect especially if 24/7 access is setup.
Would like to see the Host Pass time increased to an option of 48 hours. Many times work must be done over the weekend, this would then enable us to issue a pass for the entire weekend and be done with it!
Ease of use for myself and clients; two factor authentication . Love the Toolbox feature as it places often used apps, files, etc. at my fingertips. Being able to install consistent access to or clients is a big plus as we can see all of our devices listed with connection being just a click away. The option to pass credentials to the client is a great option to have too.
Not much, just the limitation of 24 hours on a Host Pass as this does not get us through a project over a weekends time frame.
Overall, the software works basically like it should. There are some problems, but every software has it's issues. I would like to see some new features such as responding to online clients requests via our email so that I can respond to customers without having to lot into the system. On the same note, I would love to see that when a customer requests to open a chat, that the dialog box would include the user's AD/username and or ask the customer for a name, phone and email to start a chat so that we know specifically to whom we're talking to when a chat is started. I would recommend this software to other IT providers that do not have healthcare customers and I would recommend to ScreenConnect to have an attorney and engineer thoroughly read the aforementioned laws to properly implement and good healthcare product (HIPPA, the EMRA, ACA and Medicare).
The software is fairly easy to use, intuitive and easy to deploy with the hosted option. The newer features to look up currently installed Software, the latest error logs and full specs with SN is used almost daily in our computer.
The notes feature can glitch from time to time, but is a great way to track notes on customers when I'm doing a large batch of updates. I use it to track updates I've started so when I come back to it I know exactly where I left off which isn't necessary for our internal documentation, but is a great note pad tool right in the program.
Along the same lines, we use the Notes feature to leave pertinent information for specific devices such as construction equipment computers that can not be turned off without notice and who exactly to contact with their name, numbers and email address to ensure employees have easy access to this NECESSARY information before accessing the computer remotely.
My least favorite problem with this software is the customer service. We came across a bug over the past few months and when we called in were basically told that the problem was essentially end user error, which is ironic since we've used the software going on 5 years now and we are extremely familiar with the ins and outs of both the software and basic troubleshooting since, ya know, that's our job... Technical support was down right rude when they weren't understanding the issue and when I finally talked to a senior technical engineer for ScreenConnect, I explained the problem and was given an answer of "I could see why this would be confusing to the last agent" but they agreed with me that there was no reason for the agent to be rude or dismissive just because he couldn't understand the abstract bug. We have yet to solve the bug, but I don't necessarily blame the Senior level Engineer, the bug is just very hard to reproduce.
The one other hugely important disappointment with this software is that it is not ACTUALLY HIPPA, the EMRA, ACA and Medicare compliant. We have talked with Senior Engineers and the sales team and while they boast about the software being HIPPA compliant, I asked a how exactly they comply with the basic requirements, non-negotiable terms, and when pressed, ScreenConnect doesn't actually have proper compliance. We have therefore not installed the software on any of our health care clients which wastes a lot of time.
Best value out there in remote support
We're a small company so when one of their competitors had a major price increase, I started looking for an alternative. So glad I found ConnectWise Control! We're a small company and dont have the need for constant concurrent connection so paying thousands of dollars for that functionality didnt make sense. Service has been reliable, easy tio set up and most importantly, easy or my clients to use and connect.
Easy to use. Reliable. great dashboard.
It does everything I need and surprises me with things I didnt know I needed!
Great tool - Good mix of Instant and Agent
Love the product. Used to use a VLC-based product before, and this has gone so far already. Still some growing up to do, but seems like one of the best available products out there, at least for my needs, without being stupid-priced.
There is a lot to like about the platform. From an easy-to-use instant platform, to a strong access agent. It does a lot well, and there isn't a lot it doesn't do well.
I love the idea of the toolkit, where you can pre-upload commonly-used tools.
I also like that the software seems to be taking some steps forward as time goes on as well.
Always have to turn down to Low setting. Doesn't seem as optimized for bandwidth as other tools. Lack of CNAME ability; Doesn't seem to work right no matter how you set it up to make the site look like your own. Very awkward to customize look-feel, even with third-party add-ons.
If you value your time and energy, use this software
I use this software on a daily basis to keep IT operations within my organization running like a well-oiled machine. Our pharmacies are very remote and the ease of deployment makes it a breeze to troubleshoot any machine located anywhere from anywhere.
ConnectWise Control was incredibly easy to implement, and is very powerful. It comes with so many tools and features that are invaluable and solve complex problems very simply.
No cons really. Any features and updates or nice-to-have's are added by their development team in subsequent updates, and they really do listen to their user base.
Great remote software with good feature set.
I switched over from fixme.it as I needed a remote support app with a phone app as I use tablet and phones in the field and I'm.not always near a computer.
Support has been great over chat as needed and most downtime is noted well ahead of time.
Ease of setup and configuration.
Personal landing page for remote clients.
Quickly see online status, system specifications and ram usage
Easily issue commands to system and transfer files.
Upgrading and sometimes new clients have issues associating with account. Once in awhilenanfew workstations refuse to update and manually installing fails.
Price is on the high side compared to some offerings. Screenshot is nice but really too small to be of ant use
This used to be an awesome product for tech support. Now it is just great.
Support staff is always professional. But the way they get information from us and use it as to features on the product and what we like and dislike was really poorly done.
I *used* to like the "Toolbox" till they broke it.
Ability to reboot computer and stay connected.
Screen drawing.. but that is bittersweet as the feature was VERY BADLY written. Whomever wrote, clearly did not use it to try and talk someone through something on their computer.
The ability to dynamically group computers by client and tags is AMAZING!!! I love that I can code searches for my groups.
Ability to rename computers.
See how long computers have been off-line
The plugin system that allows me to greatly enhance the way I interact with the interface.
Ability to create user accounts and control their security. (Still waiting for ability to limit how many connections they use)
The fact that I can run it off my own server is AWESOME!
I used to love that I could use the "Toolbox" to execute my tech tools while working on computers. Just pick it from the list... have it download to C:\SomeFolder and then open that folder and all the tools were there. I could clean viruses, restart the computer, go back and continue. That is no more though. After I bought the software they changed it. Now the tools download to the users "Documents" folder. The users get mad at me for digging through their "Docuemtns" folder to try and find "my folder" where the tools download too. It is hard to get to the folder. It is impossible to set exclusions on the virus shield because the folder name changes as it in the users profile. If they have bad internet or I leave a scanning tool running a long time, lose connection, the folder is removed and so are the tools. I have to start all over. This software SUCKS NOW! They completely changed it. The worst part is... they did not have too. They could have easily let it continue to work the way it was and given us some toggles and variables to control its behavior. Bad programming really. They say this app was written by techs for techs.. I think that may have been true once. Not any longer.
Lack of hotkeys... To move between screens and clear the screen drawing.
Inability to set the color of the screen drawing.
No button to set "Auto" sizing on the resolution.
"Acquire Lock" feature never seems to work.
I would list more but I am out of space.
Fantastic product - always improving
Fantastic. Overall it's features, pricing and security is unbeatable in the industry.
We've hosted our on Control server and it is super easy to install and maintain.
Using the software to provide remote support has never failed because they provide multiple methods for creating connections for all operating systems.
The web interface provides basic information about the connected computer but you can download and install plugins to gather information about processes, services, events and software.
The screen snapshot is large enough to see if the computer is in use and small enough so you can't read what's on the screen.
Through the web interface you can customize a number of things like icons, labels and branding.
Through the server config files you can customize a number of other settings.
You can create temporary sessions just for one-time remote support or install the program for on-demand remote access.
On-demand remote access can be organized in session groups for easier management and security
Users can be created and assigned to specific session groups.
Access and commands can be audited.
While a session is connected a time line is kept to help troubleshoot connectivity issues.
The price to purchase screen connect was reasonable for a small business. When it was purchased by Connectwise the price to purchase it out right was quadruple the original price. If you have 100 plus machines to support then divided across the 100 machines is still cheaper than a comparable product. But if you only use it for temporary sessions it is hard to justify. However, Control is bundled with Connectwise Automate so you get Control for nearly nothing when subscribing to Automate.
Customer focussed support
I have used most remote support platforms over the years, and overall I find ConnectWise Control to be a solid performer, with backup support that is timely, friendly and professional. There are numerous other features which I have not mentioned here. My advise - give it a try!!
ConnectWise Control is a fully featured remote support platform that does exactly what it says it will do "Remote Support That Just Works". Being cloud based, it allows support sessions to be started from anywhere that an internet connection exists.
I predominantly use Apple platforms, and I find the desktop and mobile applications work seamlessly when supporting Windows clients.
I particularly like the Support and Access features, the former being most suited to temporary support sessions, and the latter for effortless connection to clients on an ongoing as required basis. Access also allows client machine connections to be saved with Machine or user defined Specific value for machine name and additionally Organisation name, which simplifies the process of selecting the machine with the ability to save . A nifty feature built into Support allows for push installation of the Access agent, in the background, where ongoing support is deemed necessary. A handy Build Installer provides all possible machine connection build options.
Visual indicators show when Host and Client machines are connected to ConnectWise Control, which takes the guesswork out of knowing when your clients are online and have connected successfully.
Help and support features built right into the portal save time.
Another nifty feature is a visual record of clients running older versions of the support agent, complete with the ability to push the updated client out to affected machines.
A software agent needs to be installed on machines before support sessions can be established, and while the process is straight-forward, the need for users to click on the installer after it has downloaded is missed by some users.
I also find that when switching between my local desktop and the remote desktop, at times the remote machine responses are not as expected. I simply press the command key (Mac) while highlighting the remote machine and this usually overcomes the issue, or disconnect and reconnect the session.
Easy, Fast, Reliable, Robust - Not much more I could ask for.
Overall, we're very happy with the purchase and performance and would recommend the product to anyone. It's fast, reliable, easy to use, competitively priced and their support has been great to work with the few times we've reached out.
I love how quickly I can navigate my inventory, how quickly machines show up once the agent is installed, how quickly a connection is established, and how robust the suite of tools are that I have to interact with the endpoint. File transfers are simple and intuitive (no digging around wondering where the file landed), and the connection doesn't take up a ton of bandwidth so even users in areas with poor internet can still get the help they need.
It's also extremely fast and easy to update the agent on the endpoints.
I can't RDP connect, only VNC. Sometimes it would be very helpful to connect to the machine without unlocking the screen to the end user. This seems like a basic feature that is standard on many other remote support tools but isn't built into Screen Connect. This is probably the most important feature request I have made.
I wish there was an option to make the chat more "attention-getting" as most users simply don't notice when I start chatting with them if they're not expecting it. I have to call the user to begin their support.
I haven't seen a remote lock (make the HDD inaccessible) or kill feature (wipe the drive after its been stolen and is unrecoverable). This would be a huge help as well.
There have been bugs with "Cloud Administrator" printers getting installed on endpoints that stay there after the connection closes. It's a bug from a previous build that hasn't fully been fixed yet.
Some of the vernacular isn't easily understood (for example, "End" removes the endpoint from the console instead of just ending a session that might be stuck open). If you read through the explanation that's included with each option, it becomes clear but it seems like a poor word choice.
Sometimes the connection gets finicky and takes a minute to reconnect if the user logs out of their windows profile. Thankfully the connection is maintained, but its a bit clunky.
Geat product very reliable and good value
I think the previous box covered it as best as I can. you spend a lot on advertising your new and other products but it is impossible to buy them when the sales people ignore you even when your a current customer. I have had so many little issues that should have never happened and not been treated very well and fixing them only caused more problems that cost me and caused major problems for my company and our ability to support our customers. While I like the product I am very disappointed with the back office staff and how issues are handled and customers are ignored even whey they are begging for help. I left another vendor to come here when I had an amazing sales rep held me and get my onboarding taken care of and help me in every step of they way learn the basic of the product. She even tried 2 times to get me in touch with other departments for MSP products I needed with no luck before she left the company. I Am about to sign up with PCmatic later this week as I need a MSP product and wish it could have been with Connnectwise . I am not sure if I will stay wit the product I had one heck of a ride in my year and a half or so and issues that should have never happened and when they did should have never been handled the way they did that crippled my company. I apologize if my review may upset anyone but you did ask for it I am taking the time to be honest and tell you my true experience It is important to know the truth on how the customer feels. I hope it helps you.
Very reliable, The ability to preview desktops is a huge plus and adding 3rd party plug ins is wonderful.
Wish it had a roll out tool for installing on multiple computers. The platform does go down from time to time and you can self fix it by moving your system to a different location yourself. There are issues with the license counter and many times it says I am out of licenses and we are unable to use the product when we still have license available not being used. Two support requests tickets have been sent and they never respond. Support is a hit and miss. Email support and they will not reply or respond so it is useless , Chat support is hit or miss depending on who you get but if you get the right person it is great. Sales is very disappointing I have been using the product for over a year and so many times I tried to contact sales by email and phone about buying other products the sales reps will never call you back or respond so I gave up and went with another vendor. The sales rep I was working with that was amazing when I started with the Connectwise no longer works there so I am just left floating out here. When I had issues with my license it was a nightmare and ended up costing me a bunch of money to fix I have to repay for my subscription I was already paid for. I gave up trying to resolve the issue paying for something that I already paid because my company was down I needed the product working so we can support our customers. I still have a balance on my account due that I do not owe from that nightmare. Its a good product but there are serious back office issues.
IT Manager Review of ConnectWise Control
One of the unexpected benefits of having ConnectWise Control is the ability for Managers and Office Managers to be given a subset of privileges to use the software for assisting employees remotely. There are many times they have new employees that need a little help getting familiarized with proprietary software we use in the Ag. sector. ConnectWise Control gives the new employee assurance they're not isolated on an island and the managers are not frustrated at having to drop what they're doing to drive over to a remote site to provide assistance with something that can easily be handled remotely with Control. (<--shiver, see how creepy that sounds...)
This use case scenario is reason to consider a few extra licenses so your not fighting over them. We have two currently, but are considering upgrading since there are times that I can't admin since the managers are using the licenses. (Aarrghh)
This software is one of the most important tools I have in my toolbelt for quickly resolving issues. We have a few remote VPN sites and when an endpoint is having issues, it's so much more efficient to see the issue rather than have to decipher another persons interpretation of the issue.
Our sites are not very far apart - about 45 minutes from main office, but when we have an issue that hinders or stops our ability to server our customers that drive feels much longer. To reiterate, resolving issues quickly and efficiently is what I like most about ConnectWise Control. Downtime is costly.
Probably my least favorite thing is getting the session filters tweaked just right. Once you get the hang of the syntax it's really not bad, but there is a learning curve. Having your endpoints arranged into session groups is well worth the effort.
Oh, and the name needs to be shorter. It doesn't have to be ScreenConnect, but it needs to be that easy to say. Saying Control by itself sounds creepy, like Big Brother creepy. As an Admin I never say "I'm going to use Control to help you with that issue."
Went from good to AWESOME when we ditched our old remote software for ScreenConnect!
Inexpensive, full featured remote desktop software that is super easy to administrate and use. IT professionals would be hard pressed to find something this good for this price. And companies that need remote access for their employees need look no further.
We moved from a company that charged 25% for a lot less of what we need. While the old login software was limited to 10 computer for more than we currently pay, we can now remote into 100 computers with unlimited logins. We only needed 25 remote computers but since it is so cheap for the 100 computers we went with that and have started offering this service to our clients so that we can log in to their computers and get the financial data directly from their computers rather than having to have them do it for us (which can take both their time and ours and can be frustrating waiting for the data we need fast).
It is MUCH easier to install the software to set up a new computer as all you have to do is name a new computer and download the installer and click on the executable file on the computer you want access to and you are done. 5 minutes to install have up and running. Then you simply have a web portal to access of your computers and you are just two clicks away from the computers you need to access from anywhere in the world.
There are times when I wish there was a downloadable application to install on computers you will be using frequently to access your remote sessions. But the web login is fine and keeps you logged in for quite some time so having a program installed on your computer is not as much of a necessity. I also don't like that it has an always on preview of the desktop from your web portal. I like that you can see if someone is active on the remote computer you are wanting access to but I think there are some privacy issues that if our clients knew we could "peek" at their desktop without logging in, they might not be so ready to give us access to them.
Réponse de ConnectWise
Hi Peter, thank you for your helpful feedback on ConnectWise Control! We value your partnership with us and are delighted to hear how well Control works for you and your company. A couple things I wanted to mention for you to know: we value your feedback on having the ability to launch Control on your desktop, and we are actually working on having that functionality for Control partners in the near future! I also wanted to mention that you actually have the ability to turn off the preview mode! Here's the documentation with further detail: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Knowledge_base/Restrict_or_remove_the_screenshot_preview